MSE News

New TSB blunder as customers wrongly told they need to pay cash in within hours

TSB customers have wrongly received texts saying they don't have enough money to make payments and that they need to pay cash into their account that same day, MoneySavingExpert.com can reveal.

Current account customers at the beleaguered bank – which suffered serious IT problems earlier this year – have been receiving the text messages even when they have plenty of money in their accounts to pay their standing orders and direct debits.

TSB says it's working to resolve the issue, but for now, if you receive one of the texts and suspect it has been sent in error, check your account or contact TSB's customer service team on 03459 758 758.

Hit by TSB's online banking problems earlier this year? See our TSB Online Banking Problems guide for full info on what to do.

What have customers been sent?

The exact text which customers have received appears to vary, but here's an example:

This type of message is usually sent out by banks when customers have a payment due to come out of their account in the next few days, but don't have enough money to cover it.

Over the past few days, some TSB customers have been sent this type of text when they do have sufficient funds – and some say they've been sent it when they don't have payments set to leave their account.

'I thought it was a scam'

One MoneySaver who received the text told us: "I thought it was a scam. I am a full-time PhD student and thus I keep a very close eye on my finances. I knew I had no major payments due (I don't have a mortgage) and very few direct debits or standing orders, so the text was more disturbing.

"I obviously did a thorough check of all my accounts with TSB online and checked pending payments. I could find no evidence relating to the text, I therefore called them.

"The impact was a huge amount of time and energy trying to sort the issue – time I don't have. They did not initially admit that it was sent in error, they did not send a text to correct the initial one."

Several others also reported the issue on social media.

I've received the text – what should I do?

If you've received the text from TSB, don't automatically ignore it, as it could be genuine.

If you're unsure, check your account and if still worried, contact TSB's customer services team on 03459 758 758. Remember to note down any costs you incur in sorting out the issue, such as call costs, as you may be able to claim for these.

If you wish to complain about the situation, and/or ask for any costs to be paid, you can complain to TSB on its website.

What does TSB say?

A TSB spokesperson said: "We're aware that a small number of customers have received a limit text alert from us when their account is in credit.

"We're working as hard and as fast as we can to resolve the issue and apologise for any inconvenience or confusion this may cause."