TSB customers locked out of online banking again after new IT problems

Lender apologises after customers report range of issues including 'duplicate transactions'

Latest failings come after up to 1.9 million TSB customers were locked out of online and mobile banking for several days in April (Reuters)

Many TSB customers were locked out of their accounts on Monday after another IT problem at the bank on Monday.

Customers reported a range of issues with their online banking including “duplicate transactions”.

TSB said in a tweet: “We're aware that some customers are having issues this morning using internet banking, the mobile app and telephone self service.

“We are currently working to fix this issue. Please accept our apologies for any inconvenience caused.”

TSB carried out maintenance to its online banking systems on Friday but said Monday’s problems were unrelated.

The latest failings come after up to 1.9 million TSB customers were locked out of online and mobile banking for several days in April thanks to a botched migration from an old IT system to a new one.

A TSB spokesperson said on Monday: “We're really sorry that some of our customers are experiencing intermittent issues with online and mobile banking.

“There was an issue yesterday afternoon which was resolved, however customers may be experiencing a slowness in service.

“Customers are still able to use their cards as normal. We'd like to apologise for any inconvenience this may cause.”

TSB made a loss in the first six months of the year after being “significantly impacted” by April’s meltdown.

The challenger bank reported a pre-tax loss of £107.4m for the first half of 2018, down from £108.3m profit in the same period last year.

TSB said the IT problems cost it £176.4m in customer compensation, foregone income, waived fees and fixing the system’s defects.

MPs on the Treasury Select Committee heavily criticised TSB chief executive Paul Pester for his handling of the problems.

In June, committee chair Nicky Morgan accused Mr Pester of delivering “complacent and misleading” messages to the public and MPs and said the bank’s board should give “serious consideration as to whether his position was sustainable”.

The bank said last month that it would double the size of its customer complaints team as part of plans to improve service levels.