TSB's banking app is reportedly facing problems this morning (October 10) as hundreds of users report issues. It comes as site Downdectector reports the number of people being met with problems, with highs of 2,106 TSB users impacted. Many TSB customers have reported that the mobile banking service is not working with 58%, while online baking has 28% of reported problems and 14% facing issues with the mobile login. Some TSB customers took to the social media site, X (formerly Twitter) to share that they were having trouble with the app this morning. One customer said: "The app saying “ you don’t have any accounts to access “ is a bit scary first thing in the morning..". Another added: "This is getting to be a habit with this bank going to go elsewhere.". At 8.33am, TSB took to X to issue an apology and update with customers, sharing: "We're sorry that some of our customers are facing problems accessing our services this morning. Our teams are working to resolve this.".
Downdetector is an online website that allows users of popular services including X (Twitter), Instagram, Facebook, Virgin Media and more to report if they are having trouble with the services. The site only reports an incident when the number of problem reports is significantly higher than the typical volume for that time of day. Describing itself on its website, Downdetector is “where people go when services don’t work.” The website monitors disruptions to various key services including the internet, web hosting platforms, banks, social media and more. You can see the full methodology and learn more about how Downdetector collects status information and detects problems via its website. In short, users can get involved by submitting any issue reports on the platform. Problem indicators are also collected from social media and other factors on the web, Downdetector explained.
App Issues Cause Outrage
The outage has caused a great deal of frustration among TSB customers, many of whom have taken to social media to vent their anger. "Seriously @TSB how am I meant to transfer money? You are the worst for banking online and via the app," one user wrote. Another added: "I see the @TSB mobile app is doing what the @TSB app does, not working…again! This has to be the worst online banking experience in history. Constant issues and problems. Time to move banks I guess, I can't be doing with this mess any longer." And one vented: "@TSB what is going on??? I’ve got bills needing paid and apparently not only is the app out of action again I’m being told I have no accounts!!!"
Potential Causes of the Outage
While TSB has not elaborated on the reason behind the outage, issues with banking apps and websites can often be caused by software updates, or upgrades or faults with hardware components. Andrew Hagger, founder of MoneyComms says: "All software updates should go through a strictly controlled change management system and only be put live once they have been tested on non-live or development versions of the website. It could even be an issue with space availability on databases, however this sort of thing should be closely monitored as part of everyday IT service management maintenance controls. Sometimes issues are caused by inefficient legacy IT systems, particularly where banks have merged and had different hardware and operating systems that are not as seamless as they could be. Cyber attacks have the potential to take down services, however security of bank IT systems is of the utmost importance and taken extremely seriously by individual banks and regulators."
Recent Issues at TSB
This is not the first time that TSB has experienced technical issues. Two weeks ago, the bank was forced to apologize for another system error that left many users unable to access benefit and salary payments for several hours. The recent outage is a reminder that even major banks are not immune to technical glitches, and it highlights the importance of having a backup plan in case your primary banking service goes down.
Beyond This Outage: A Look at TSB's History
TSB has had a turbulent history in recent years. In 2018, the bank was hit by a major IT outage that left millions of customers unable to access their accounts for several days. The outage caused widespread disruption and led to a public outcry. TSB was fined by the Financial Conduct Authority (FCA) for its handling of the outage. This incident, along with other recent outages, has raised concerns about the bank's IT infrastructure and its ability to provide reliable services to its customers. The current outage is likely to add to these concerns.
TSB: Time to Get Back to Basics?
The latest outage is a stark reminder of the importance of reliable banking services in our increasingly digital world. While TSB has apologized for the inconvenience caused, many customers are likely to be left feeling frustrated and concerned about the bank's ability to provide a reliable service. The bank needs to take steps to ensure that its systems are robust and resilient to outages. It also needs to be more transparent about its technical issues and communicate effectively with its customers when problems occur. In the meantime, it may be worth considering alternative banking options, particularly for customers who rely on TSB for essential services like bill payments and salary transfers.
