TSB customers 'left without cash' after duplicate payment error - here's what you need to know
TSB customers have complained that they've been left struggling to pay for food and bills after payments have been wrongly taken twice today (15 March). The bank said it is working to fix the issue, adding that it will refund any duplicate payments taken.
Update: 16 March 2022: TSB said the problem is now fixed and that all duplicate payments should have been reversed - meaning the cash should be back in your account. The bank adds that you won't incur charges if you were taken into your overdraft as a result of the problems.
TSB insists that customers do not need to do anything, as all refunds on payments and charges will be automatic, however, if for any reason you haven't been refunded yet or if you've been charged fees by other providers as a result of the problems - for example, a late payment fee for missing a bill - you should get in touch with TSB using the complaints procedure detailed below.
MoneySavingExpert.com has seen dozens of complaints on social media and on the MSE Forum today from TSB customers who say they have been charged a second time for payments made over the past few weeks.
Details remain scant at present, but TSB has admitted that "some customers are experiencing issues with duplicate payments", which it's "working hard to fix". We've asked TSB how many people are affected, what's caused the issue and when will it be resolved. We will update this story when we know more.
TSB has around five million UK customers. If you're unhappy about the problems experienced and are thinking of leaving TSB, see our Best bank accounts guide for our current top picks with perks including up to £150 to switch, up to 3% back on bills or up to 2% interest.
Keep an eye on your TSB account and record any incorrect payments taken
In the meantime, it's best to keep an eye on your bank account for any duplicate payments and to take screenshots or print out statements detailing any errors. You should also record any related fees or charges incurred, levied by third party providers you've been unable to pay, as a result of the problems. TSB said it will prevent any overdraft charges being made - but has not yet confirmed how exactly this will work.
For those who have been hit and who are unable to pay for bills - contact your service provider immediately to let them know of the problems you're experiencing.
TSB has confirmed it will refund customers automatically for any double payment, but has not yet confirmed when. It's also unclear if TSB will offer compensation or cover the cost of any fees or charges incurred as a result of the error - for example, if you were unable to pay a bill and were charged a late payment fee - we'll update this story when we know more
If you have been double-charged and don't get your money back, or you want TSB to compensate you for associated fees charged, you can submit an official complaint to TSB asking to be put back in the position you would have been in had you not been double charged. You can contact TSB via its online chat service or over the phone on 03459 758 758. You can also complain about TSB using the free complaints tool, Resolver.
If TSB doesn't come back to you within eight weeks, or you're unhappy with the response you do get, you can take your complaint to free independent arbitrator, the Financial Ombudsman Service. See our Financial Ombudsman – your rights guide for further info.
TSB customer: 'You've left me with nothing'
What does TSB say?
A TSB spokesperson said: "We’re aware that some customers are experiencing issues with duplicate payments – we’re working hard to fix this and will refund customers as soon as possible. We’re sorry for any inconvenience this has caused."
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