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

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

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, 12:21Be the first to give this comment the thumbs up 0 likes 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.
Hitesh Thakkar
Hitesh Thakkar - SME - Fintech startups (APAC and Africa) - India 29 April, 2018, 16:49Be the first to give this comment the thumbs up 0 likes

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.