TSB has appointed IBM to fix a botched IT migration that has left customers locked out of their accounts and unable to make payments for days on end.
In a statement issued on Thursday, the lending giant revealed IBM would take on a “systems integration role” and report directly to TSB’s CEO Paul Pester.
The lender had been dependent on the digital platforms of its former owner Lloyds, before it launched a new website and smartphone apps last weekend.
But the migration has been marred by reports of customer service issues, including some customers’ reportedly being given access to others’ accounts.
“As we moved over to our new banking platform last weekend, the landing was an incredibly bumpy one for our customers, and for that I am truly sorry, said Pester. “This is not the level of service that we pride ourselves on providing – nor is it what our customers have come to expect from TSB.”
The fiasco has courted attention from the Financial Conduct Authority and the Information Commissioner’s Office, and been described as an “IT meltdown” by the chair of the Treasury select committee, Nicky Morgan.