TSB apologises after customers complain of online banking 'data breach' Some customers say they can view other people’s accounts through app after bank completes technology upgrade - Independent

April 23, 2018

TSB apologises after customers complain of online banking 'data breach'
Some customers say they can view other people’s accounts through app after bank completes technology upgrade

Ben Chapman @b_c_chapman

The bank said it was 'working as hard and as fast as we can to get these up and running' PA
TSB has apologised to customers who could not access their accounts through the company’s app and online banking service on Sunday night and Monday morning.

A number of customers complained of a "data breach" and said that they were able to view other people’s account information through the app.

The problems came after TSB carried out planned upgrade work to its technology over the weekend. The bank had warned that some services would not be available from 4pm on Friday to 6pm on Sunday but customers found that problems persisted beyond this, leaving them locked out of their accounts.

Major companies pull advertising from Facebook over data breach
One customer told the BBC that he had been credited with a large sum of money that was not his once he managed to get back into the app.

“My balance, because of my overdraft, is in minus, but my balance was showing at £13,000,” said Laim McKenzie, from Paisley in Scotland.

In a statement on Monday morning, TSB said that there were still “intermittent issues” with its mobile and online banking services and that it was “working as hard and as fast as we can to get these up and running”.

TSB customers will be able to access accounts using an eye scanner
UK retail banks’ reputation improves but RBS, TSB and HSBC lag
Questions of Cash: 'Our TSB dividends seem to have disappeared'
Don't blunt our sharp teeth, warns TSB boss Paul Pester
The announcement came after TSB's social media team faced a series of complaints from customers on Sunday evening.

Craig Malcom tweeted: “TSB I currently have access to £20k+ of other peoples money.

“I suggest somebody answers the phones as iv been on hold for 45 minutes!

“This is a MASSIVE breach of data protection! If i have access to their account they could have to mine as well!”

bex
@Bec_701
 .@TSB so go to my app and have someone else’s accounts there!!!! Serious dpa breach! Want to speak to someone now and a half an hour wait!! What would the FCA say about this!!! Might just inform them a bank is giving away other people’s account numbers

4:06 AM - Apr 23, 2018

Another Twitter user called Bex wrote: “@TSB so go to my app and have someone else's accounts there!!!! Serious dpa (Data Protection Act) breach!”

“Want to speak to someone now and a half an hour wait!! What would the FCA (Financial Conduct Authority) say about this!!! Might just inform them a bank is giving away other people's account numbers.”

The problems apparently stemmed from a switch to a new online banking system. TSB had rented the technology behind its app and online banking from Lloyds Banking Group since the two companies split. Over the weekend, TSB moved customers to a new platform which experienced some teething problems.