TSB!

[TeacherMaw]

So many of TSB customers today have not had bacs payments land in their account as expected. For me it was CB, for my sister it was her salary. She’s now had to cancel her online Asda shop due to be delivered tonight and has lots of DDs bounce back.

I have no idea if this is solely TSB’s issue or if it’s wider than them, however i’m appalled that they are communicating so poorly with their customers. The same autogenerated AI-like reply to everyone on Twitter. No empathy at all. Insincere apology. No update on their website since 6am.

Some people live hand to mouth. On Twitter some people have said they didn’t have the money to get to work today. This is a disgrace! They are dealing with it so poorly. I’ve just used my lunch break to switch everything over to Monzo. Sadly too late to change details for my salary this month (due end of the week) but i am done with this incompetent excuse of a bank. Their shockingly poor customer service response today has been the final straw.

AIBU to think they should have better communication? Or is this acceptable from a bank?

I agree. Dreadful customer service.

So she has DD come out the same day her wages go in??

Yes. Is that an odd thing? I always get paid on the 28th and my DDs are set to also go out in the 28th. Isn’t that what most people do to stop them spending money meant for bills?

If not, we’ve been taught budgeting wrongly by our parents.

It’s disgusting how they’re handling this massive issue. They clearly have an AI bot replying to everyone on Twitter. How worrying that a bank can hold your money like this.

I didn't realise TSB still existed!

Very poor from them.

Shocking! Well that’s my free period and lunchtime spent sorting out changing banks instead of planning so will be working late again tonight. Look at some of these poor people on Twitter.

How the hell can TSB get away with this? They are holding people’s money from them. Their communication is beyond awful.

Latest update on their app is from 6am.

That's appalling customer service on their part. But just a note on your DD dates, the same day you get paid is not allowing any wriggle room for issues. Having been bitten like you before by pay issues, I always have mine set 5-7 days after pay day. This allows plenty of time for payroll/the bank to rectify any issues like you have experienced today.

This doesn't excuse them in any way, but situations like this are the reason why I set my direct debits for dates from 1st to the 3rd as advised by my first boss 20 years ago.

Personally I wouldn't use Monzo. They're known for closing personal and business accounts for no actual reason, and then taking months to reimburse peoples money.

The issue is people having nothing left in their account by payday. It's essential to build up some kind of buffer for urgent needs, and to follow up on benefits if your salary is too low to cover basic needs each month.

DDs should come out a week after payday, to allow for issues. It is not realistic to expect any service to be perfect. All those daft tweets "say an exact time" - engineers can never give a definite time to fix a bug until it's already fixed and then suddenly it's "within an hour, rolling it out now".

Monzo have had a string of significant losses. They seem to be doing better, but jumping from brief system downtime at one bank to a bank with significantly higher closure risk is wild. Monzo had similar downtime back in 2020, it happens unfortunately, customers need to have some buffer built in.

Another who didn't realise TSB still existed.

I can recommend Starling. You can automatically transfer the amount needed for bills out of the main account into a saving space. The direct debits can then come out of the saving space. It works really well and you get interest on any positive balance.

I also recommend starling, they are fab!

I thought everyone done them a few days later to account for bank holidays and delays