Page 22 - TSB G Case Study

Tuesday 24 –

Pester
appeared and

apologises on

television,

commenting

that the bank
was “deeply

sorry” and was now “tuning the platform” and that

the app and online banking would have to be taken

off-line for a few hours to achieve this. Customers

were encouraged to contact the Bank’s telephone

banking team with any problems but some

customers could not get through or were left on

hold for more than an hour.

The system however, remained off-line and Pester
was forced to apologise once again as small

business owners complained that they were losing
business as they could not access their accounts to

undertake normal business functions.

Pester promised no one would be out of pocket as a

result of the bank’s failure. But Nicky Morgan, chair

of the Commons' Treasury Committee, was

unimpressed.

"Warm words and platitudes will not suffice. TSB

customers deserve to know what has happened,