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.

Review

By C.P.D. From many years ago l even remember what ‘T.S.B.’ initials stood for, but then Fleetwood was closed, then Cleveleys closed and BPL is a dread fill place to access, however l always enjoyed the staff et al. My recent keep alive accounts let me do life saving thing ( like this visit ) and in the new year l hope to be a more profitable customer for your bean counters , so 10/10 . Honestly….thank you for not yet ditching me….loyalty is the title. Having read through the above, l should have edited it …BPL = Blackpool is an awful place to access. My one further addition is please ask whoever sends out messages on changes to systems make a point of having the thing read by someone whose mind doesn’t work the way of internet speak does! Does that mean l am stupid ? I spent 20 years of servicing aircraft radio radar and other unmentionable systems up until the advent of transistors, pre-(electronic-chip days) and l am nervous of inadvertently signing into something l didn’t intend to sign because of my old fashioned way of thinking. I wonder if bankers pay attention to the likes of Martin Lewis . Thank you for reading my novel , which ends with my favourite phrase “ EVERYONE IS GOOD AT SOMETHING, and lucky if they find out just what when young.

Developer Response ,

Hi, thanks for taking the time to leave us feedback. We really appreciate it!

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.