A number of TSB customers have been left overdrawn and out of pocket this morning after an IT failure resulted in payments being duplicated.
The bank, which has 5million customers, said a “small” number had been affected. However, just 1% of its total customer base would still amount to 50,000 duplicate transactions.
Some account holders said they had been left in the red while others said their money had disappeared due to transactions going through multiple times.
Customer Sophie Norton told The Mirror: "TSB have taken over £200 out my account leaving me now in my overdraft.
"I’ve had no email to confirm any refund and the line is constantly engaged. I have no money for petrol to get to work and with the rise of fuel I can’t even put £10 in my car. I have had to take the day off work leaving me £100 down today so in total I am £300 out of pocket."
"It is disgusting especially in a time where the cost of living is so high and £200 is a significant amount."
A TSB spokesperson said: “We’re aware of some issues related to duplicate payments on some customers’ accounts.
“We’re working hard to fix these issues and will ensure customers are refunded for duplicate payments. We’re sorry for any inconvenience this has caused.”
Customers have since taken to social media, with many reporting the duplicate charges were taken on payments made as early as March 2.
One social media user, @beckyhessey, said: “Where’s my money? You cleared out my bank account – all transactions duplicated since the 2/3/22. And you won’t even answer the phone!”
Another Twitter user @NaomiHarrison_1 said: “You’ve left people unable to eat or have money for energy. Disabled people left with nothing!”
A third said the technical fault had left her with just £5.
@Tina73880532291 posted: “I have been left with 5 pound in my account, please get this sorted ASAP.”
After the news was revealed, more TSB customers came forward with payment concerns.
One customer posted: "Hi @TSB , nearly died when I saw duplicates. I do understand it is an issue that is being rectified, but any idea on timeframe of refunds, as I wont be able to buy electric if it takes too long. Thanks."
Another person posted: "I have £11 but I have 3 cats who need food. If my grocery order fails today they have no food. £140 was taken from me."
Customer Naomi Harrison wrote: "Any idea of time frames please as my account has been completely wiped out and I’ve been left with nothing!
"I have one disabled child in school today and one at home with Covid so really could do with you being quite quick with this please!"
Many also reported they were unable to get through to the bank via telephone to find out what was happening, leaving customers questioning how or when they could expect a refund.
TSB has not confirmed whether those who have been taken into their overdraft over the error will be compensated.
