TSB denies access to my own money

TSB will not let me withdraw my own money from their bank. Looking at reviews online it would appear I am not the only one!

When TSB announced they were to stop paying any interest on the savings account I hold with them; I decided to move the money I hold with them back to my main bank. After all, 0.01% is better than nothing. 

I tried to transfer the money online. I got an alert telling me to phone in for more assistance. The bank had flagged my account for security checks. I would need to answer some questions and send in a copy of my passport as proof of identification.

Initially, I was more than happy about this. I wouldn’t want it to be easy for someone to steal my money, but the whole system soon became farcical. 

Eventually, all security checks have passed. They told me if I gave them the details of the account I wanted the money transferred into; they’d do it straight away. 

The computer says no! It flags my account for security once again. Despite having passed all of its own tests minutes before.

Now I’m told the only way I can escalate this is to take my photo ID into a branch and speak to a member of staff in person.

We are amidst a pandemic! I’m extremely clinically vulnerable to Covid-19 and on the shielding list. I’m not meant to be leaving my home except for medical appointments.

TSB expects me to put myself at great risk by taking in my passport to be checked again. To see if they will allow me access to my own money.

I am incredibly disappointed by the poor level of customer service I have received from TSB bank. I couldn’t in good conscience recommend their online banking services to anyone.

What next?

Sara Williams from Debt Camel says “Banks should try to adapt their standard policies when they cause problems for people with disabilities. But common sense and a helpful attitude seems to go out of the window when a computer system flags up possible fraud. Or if the bank decides there is some data protection problem. If Lisa puts in a formal complaint, she can take it to the Financial Ombudsman if TSB rejects it. She may even get some compensation. But this is a lot of stress and hassle when she only wants her £250 back!.”