At the beginning of this week, over 1.9million TSB Bank customers had trouble accessing their accounts, with some without access to their app or services for days.
It all began when TSB announced on Twitter they would be upgrading their systems between 4pm Friday 20 April until 6pm Sunday 22April, in order to move customer data from Lloyds to a new IT system. During this scheduled downtime, TSB announced the unavailability of services for customers such as online banking and paying and transferring money However, by Tuesday 24 April some services were still unavailable, with the bank stating they were experiencing ‘intermittent issues’. In an attempt to solve this, TSB were forced to take all services offline.
Some customers even reported being able to access other’s people’s accounts, with a few having been accidently credited £13,000 after logging back in to their TSB account. One customer’s savings account showed a balance of minus £1.1m.
To make matters worse, cybercriminals saw an opportunity to take advantage of this downtime launching a widespread phishing campaign, bringing a crisis for TSB Bank.
On Monday TSB wrote in a tweet: “Customers have made us aware that they’re receiving emails and tweets claiming to be from TSB. We would never ask you for your security details such as PIN or full password and we would only contact you via social media from our official @TSB Twitter or official Facebook page.”
On Wednesday 2 May, TSB faced examination by MPs on the influential Treasury, with three of the bank’s chiefs having to give evidence to Parliament.