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Lloyds “sorry” over debit card glitches

Lloyds “sorry” over debit card glitches

Category: Banking

Updated: 27/01/2014
First Published: 27/01/2014

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Lloyds Banking Group has apologised to TSB customers after an IT glitch led to debit card transactions and ATM withdrawals being declined for several hours on Sunday afternoon. Customers were unable to withdraw cash for around 4½ hours while debit card transactions were disrupted for three, although online and telephone banking services were unaffected.

The glitch led to hordes of angry consumers taking to social media to air their views, many of whom found themselves unable to pay for their shopping, petrol or even meals in restaurants. Spokespeople for TSB have since apologised for the glitch and said that everything was back up and running by Sunday evening, with the problems being blamed on a server failing.

A statement from Lloyds Banking Group said: "We apologise that earlier today, between 3pm and 6pm, some customers were unable to complete their debit card transactions. Although the majority of transactions were unaffected, we are very sorry for the inconvenience that this will have caused.

"At the same time, some customers encountered problems at approximately half of our 7,000 ATMs. This was resolved by 7.30pm, and all of our ATMs are now working."

TSB chief executive Paul Pester, meanwhile, took to Twitter to apologise for the issues people were facing and even responded to some disgruntled customers personally. "The cause of the problems at TSB is now fixed. It'll take a while to sort the backlog… Sorry once again to all our customers affected," he said later that evening.

This is the latest in a string of banks that have faced IT issues over the last 18 months. In December some 750,000 customers of RBS group were unable to use their debit or credit cards for several hours, while in 2012 a major glitch led to RBS, NatWest and Ulster Bank customers being locked out of their accounts for days – and in some cases weeks – before the issues were resolved.

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