“As Executor, I made a large transaction to discharge a mortgage. They abruptly blocked my account without notice or any queries so I could not access my own money or pay my bills, obviously suspecting me of money laundering. They demanded I supply a bank statement to prove my source of funds, which I promptly supplied the same day, yet despite receiving this, continue to keep me in limbo despite now having no grounds to keep my account frozen. They also kept me on the phone for a total of over 4 hours over several fruitless calls and still failed to provide me with any update, telling me to call them back yet again. They refused to call me back or contact me to avoid further inconveniencing me though at this point I had shown no wrongdoing on my part. I understand all banks must comply with POCA legislation but it is inexcusable that TSB have treated, a law-abiding customer and hard-working professional, like a criminal, unapologetically without impunity even when shown to have no grounds for suspicion.
Appalling and arrogant treatment from a bank I have been loyal to for over a decade. Leaving.”
“I can only comment on their Internet banking service. As Jack says it is out dated and poorly designed. It is not useful for a business user. The site can only display transactions from the date a user is authorised, so no searching of historic transactions. The site is not designed for users with varying rights, if a delegate sets up a transaction, an error message is displayed warning the user has no signing powers and it is random whether the transaction is accepted or not. A confirmation of data entry would be much more useful, then a separate authorisation step could be carried out. I was surprised to see there is no card and pin system for logging in and approving transactions. As a delegate I was advised to download the authorisation app even though I had no signing rights. The business banking app itself is too similar to the personal banking app. I downloaded the wrong one and judging by the reviews it is a common complaint. The telephone helpline staff are friendly and try to be helpful, but I suspect their ability to help is hampered by the same poorly designed systems. On one occasion I was told to wait 24 hours, sometimes the systems will filter through.”
“Internet banking is outdated. They locked me out of my account (both card and internet banking) when I was trying to transfer some money at night and there is no out of hours customer service, so I couldn't access any of my money (lucky it wasn't the weekend). When trying to log in to internet banking there was no error message shown, it just didn't log in.”