TSB Mobile Banking 4+

Mobile access

I have just been trying for about a week to reset my account after losing my phone. The previous reviewer is absolutely right when he says the mobile banking set up is useless. I say this because it was really important that I have access to my account, so serious that there was it was a distinct possibility that I could have lost my house. While I appreciate it is important to identify who is trying to access the account. Therefore when I , and many others, need access, and have provided accurately the information required I am then told it is wrong and I have five more attempts to put it right. It is really frustrating, more so in my current situation. I further agree with the previous reviewer when he says I don’t know why I stay. This app needs some serious attention. Previously I was with first direct, never had any problems, three simple question, unique to your identity and your good to go. Whoever designed that app are the guys you should be speaking to.
No doubt you will refer me to my local branch, I went in to sort this out and was referred to the help desk. Why couldn’t the lady dealing with me do this? There are times when I have waited ten minutes while other people are conducting their business. I don’t mind waiting when I have the time, I find it difficult to understand why I can’t be afforded the same time, or less, as on the particular day there was no queue. If the app was any good these situations would not occur.

Banking is not 9am till 4.30

I doubt this will be taken onboard however I have banked with TSB for 50 years . Taken multiple products and services as they were my local bank and I was friendly with all the staff. I understand times change and embrace banking on the move. So mobile banking and online banking is absolutely the right way forward. However why have a mobile chat service that only works between 9.00&430? I had lost my debit card and was unable to replace it due to being unable to remember my password. Not an issue for me as I assumed that I could do this via live chat. However after dealing with the hopeless options on your chat bot it eventually gave me the option to speak with an advisor only to be told that they were unavailable at 4.50 on a Friday! I then called customer service which I was trying to avoid and as expected was in a queue for 40 minutes. The lady I spoke with was very polite but when I expressed my concern brushed it off with ayes I hate chat bots! How can your competitors get it right and you cannot? Why reason do you give to your customers to stay loyal? Do you really care?

Developer Response ,

I'm sorry to hear about your recent experience. We're always looking to improve so we do appreciate your feedback.

Why I rated 4 stars instead of 5

I think the tsb online banking site is really simple to use as everything is right there and is self explanatory,once you have the app it’s a really user friendly site but the only problem I have is that quite often the site goes down and it starts with saying you have entered the wrong details even when you havnt and even when you press the try again button it still says you have the wrong password,then it puts a message onscreen saying the site is down. This wouldn’t be a problem if it only happened once every often but it happens at least three times a month and sometimes it’s a real pain as I might be trying to transfer an important payment,as is what has happened on a couple of occasions so this really needs sorting out,and I know it’s not just me because both my son and friend have also faced the exact same issue. I know the site needs maintenance now and again which has happened but you usually always inform us ahead of time so we can prepare for this eventuality but I’m not talking about this as the problem I’m describing just a happens out of the blue . Apart from that I like the site so try and fix this issue and I’ll rate 5 stars next time ,thankyou Charlotte