A problem with TSB’s Bankers’ Automated Clearing System (BACS) caused a wave of customers to flood social media with their concerns.
From the early hours of Tuesday (24 September), parents and workers contacted the bank on X (formerly Twitter) to ask why they had not been paid their salary or received their benefit support for their children.
The effects of the delayed payment were huge for some households, many of which expressed their frustration at the lateness.
One user wrote: “We’ve had to get a utilities loan from our provider as our electricity ran out this morning. Money due in nearly 12 hours ago and still nothing. Seems to happen every time you do an update! Hope some sort of compensation or repayment will be offered to affected customers?”
Another noted: “Any update on when this will be fixed? I can’t get to work as was expecting money! This is appalling and so bad.”
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The problem also appeared to hit one customer who attempted a bank transfer.
They wrote: “I am still waiting for money moved from savings to show in my account? I can’t pay for anything at the moment!”
‘We’re sorry for this and working on fixing it’
Following the flurry of complaints about the missed payments, TSB noted: “Some BACS payments customers expected to receive today haven’t arrived in their accounts.
“We’re sorry for this and we are working on fixing it. We will provide an update as soon as possible.”
The provider has more than five million customers, two million of whom use either online or telephone banking, and it informed customers at around 2.30pm the issue had been resolved.
The bank wrote: “We have fixed the issue with BACS payments and have now credited all customer accounts that were due to receive money into them. We would like to apologise to customers that were impacted by this issue.”
In response to one customer who voiced concerns at the delay, TSB wrote: “Please rest assured that we will investigate the root cause of this issue to stop it from happening again.”
However, despite the payments being rectified, many customers explained their intentions to make a complaint.
The bank said it “takes all complaints seriously” and reminded users “we will always do our best to follow Financial Conduct Authority (FCA) guidelines to resolve complaints within eight weeks and ones about payments within 15 days”.
In June, around half a million parents missed out on their Child Benefit payment due to technical issues with HMRC. It meant customers had to wait for two days before they received their support.
