Comments: A cool spell

Customer service for the most part is outsourced and incompetent. Even in-house customer service may be that way but even if you do get a caring person - and they are out there - sometimes they can't help because company rules or management has their hands tied.

There are CS agents that do care, but there are more that really couldn't care less. Frustrating.

I am not CS but this does hit close to home for me.

Posted by Scoakat on 27 April, 2018 at 11:53 PM

I'm surprised you didn't close these accounts once you'd drained them.

My younger son (who now works for Llyds) is slightly concerned that the general public will still connect them with TSB and that will be not good for them. He also was very sympathetic to the TSB staff who have had to deal with this (obviously having to deal with the general public every day he has a very good idea of what they're going through). Good to see a 20 year old having empathy with other people though.

Posted by allotmentqueen on 28 April, 2018 at 12:17 AM

Scoakat - most large companies in the UK do their own CS, and most of those who took it to the 3rd world have now brought it back to the UK. They finally understood that people don't like CS from scripts, and the money it saves them often results in lost business. If some companies can provide good CS, why can't they all?

AQ - why TSB thought it a good idea to replace use of the (excellent) Lloyds online banking platform is beyond me. Of all those I use, that is undoubtedly the best. How TSB customers who have unpaid bills are going to retrieve their credit ratings I have no idea. It will take them hours and hours of fighting with the credit reference agencies. TSB CS is always bad, at the best of times... good luck to anyone who finds themselves in this situation.

The good thing is that TSB is now bribing customers to stay by reinstating things they had removed (eg good interest on current accounts - going back to 5%). They were due to remove the cashback on their credit cards next month. Hopefully that might now stay too...

On R4 current affairs at lunchtime yesterday there was an 'expert' saying that all online banks interfaces are just one unfortunate incident away from failure, and that one (unspecified bank) already has to operate within a virtual environmnet within their own platform to keep going. They've all grown too big without proper infrastructure/foundations. But doesn't that apply to most things these days?

Posted by Blue Witch on 28 April, 2018 at 9:00 AM

I think the rationale for TSB moving to a new platform was the very high charges imposed by Lloyds for staying on the old one. But from what I have read about this implementation, they seem to have broken all the rules about IT change management. They deserve all the flack they are receiving.

Posted by Tim W on 29 April, 2018 at 8:57 AM

Tim - I read that yesterday too. I suspect the breaking the rules of IT change has to do with TSB thinking that a couple of kids straight out of university (who've probably lied about their experience on their application forms/CVs) can write a new platform. Pay peanuts, get monkeys springs to mind...

Posted by Blue Witch on 29 April, 2018 at 11:00 AM