Lloyds and TSB customers vent anger as IT glitch hits ATMs and debit cards

Account holders complain of being unable to withdraw cash or pay for food and petrol in latest meltdown for high-street banks

theguardian.com, Ben Quinn, Sunday 26 January 2014

Lloyds and TSB both admitted customers were having problems with
debit cards and ATMs. Photograph: Andy Rain/EPA

Customers vented their anger after Lloyds and TSB became the latest high-street banks to experience a technological meltdown which led to many people being unable to withdraw money or use their cards.

Furious customers complained on Sunday of having to leave shopping behind at supermarket counters and being unable to pay restaurant bills.

Lloyds said the problem was affecting debit cards and its internet banking service but not credit cards, while TSB said some customers were unable to use debit cards or withdraw money from ATMs.

"Wife's card declined in Asda had to go get my card from home how embarrassing standing and waiting #poorbankingservice", said Carl Bullivant on Twitter.

Jess McKell tweeted at TSB: "not able to buy food this evening, or petrol to get home, this is ridiculous."

Frank Nkparu asked: "How a bank that makes hundreds of million pounds in profit can't have a reliable IT system for customers? @TSB and #Lloyds bank are #jokers".

The two banks became separate last year but operate for now under the Lloyds Bank group banner. The problems come after an estimated 750,000 RBS, NatWest and Ulster Bank customers were unable to use their credit and debit cards for three hours last December.

Paul Pester, TSB's chief executive, who used Twitter to talk directly to customers on Sunday evening, said that Lloyds, Halifax, Bank of Scotland and TSB use the same IT systems.

He told one customer who complained that there had been no answer on the bank's helpline: "sorry Craig. At one point we had 300 customers queuing to speak to the call centre – sorry if you couldn't get through."

TSB said through its group Twitter account: "We're having issues with ATMs and debit cards at present.

"We're hoping to have this fixed shortly, apologies for inconvenience caused."

Lloyds issued a statement by email, saying: "We are aware that some customers are unable to use their debit cards either to make purchases or to withdraw money from ATMs. We are working hard to resolve this as swiftly as possible and apologise for any inconvenience caused."