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TSB crisis continues as bank drafts in IBM to help fix broken IT platform

26 April 2018  |  8118 views  |  2 hammer

TSB has admitted that it may take another week to get its Internet and mobile banking systems functioning properly, as 50% of customers remain unable to reach their accounts online.

The beleaguered UK bank had reassured despairing customers just yesterday that all system were back up and running following a tuurbulent six days in the wake of a botched switch to a new banking platform provided by Spanish parent Banco Sabadell.

Under a grilling on the BBC's popular Radio 4 morning news programme, TSB chief Paul Pester, admitted that Sabadell had misinformed him when reporting a successful fix for the problems.

With customers up in arms over the meltdown, Pester has called in a team of fire-fighters from IBM to help address the problems.

“I will take direct control from 8 o’clock this morning for our platform, I’ve drafted in a team of global experts from IBM," he told the BBC. "They are reporting to me, directly to me and I will take control of the platform until it gets fixed. I am putting things right.”

In the interim, Pester is attempting to placate angry customers - who appear to be fleeing the bank in droves - by agreeing to waive overdraft fees and pay out compensation for consequential losses as result of the downtime.

Comments: (2)

A Finextra member
A Finextra member 26 April, 2018, 12:21 I wonder if they reference checked with the Coop, as I am not entirely convinced IBM has any Banking experts... This migration to Proteo4 reminds me a lot of the Partenon issues at Santander (for Abbey National, Bradford & Bingley, and Alliance & Leicester). I would suggest that perhaps more testing should have taken place; appropriate sizing for the services; and a better back out or DR scenario planning. I just pity all the poor TSB customers.
1 thumb up! 1 thumb up!
Hitesh Thakkar
Hitesh Thakkar - FIS Payments Software and Services India - India 29 April, 2018, 16:49

This episode is not new. I have witnessed similar issues with few of my Ex-customers. To build confidence in management about timely completion of project and earn brownie point overlook critical aspects of platform - scalability in production setup, BCP/DR , IT security, operational process testing and even sometimes soft launch also.

I can guess to rope in IBM Experts must have worked on Banco Sabadell 's banking platform in past.

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