Lloyds Banking Group apologises to customers for ATM failure while TSB CEO Paul Pester answers queries on Twitter
Lloyds Banking Group has apologised after thousands of ATM’s failed, meaning that customers were left for hours without access to their money, while TSB's CEO turned to Twitter to answer customer enquiries. The problem with the machines, thought include be over 3,000 across the country, went down on Sunday afternoon, with messages appearing on Twitter from users to highlight the problem. The company eventually revealed that the problem was down to a server failure, with speculation that the company had chosen the quieter transactional hours of a Sunday to undertake some IT engineering. A spokeswoman for Lloyds apologised for the failure between 3pm and 6pm. "Although the majority of transactions were unaffected, we are very sorry for the inconvenience that this will have caused,” they continued. "At the same time, some customers encountered problems at approximately half of our 7,000 ATMs,” the stated, claiming that outage was fixed by 7.30pm. During the failure, TSB CEO, Paul Pester turned to Twitter to answer some of the queries being put to him by customers during the ATM failure.
My apologies to TSB customers having problems with their cards. I'm working hard with my team now to try to fix the problems. PDP
— Paul Pester | (@PaulPester) January 26, 2014Apologies again to TSB customers having problems with their cards this afternoon. We're working hard to get to the bottom of the problem PDP
— Paul Pester | (@PaulPester) January 26, 2014
@robthebossking telephone banking messages now updated. PDP
— Paul Pester | (@PaulPester) January 26, 2014
@Hardbyte sorry Craig. At one point we had 300 customers queuing to speak to the call centre - sorry if you couldn't get through. PDP
— Paul Pester | (@PaulPester) January 26, 2014
@alibobs125 Alison, no coincidence: Lloyds, Halifax, Bank of Scotland and TSB use the same IT systems. Sorry for any inconvenience. PDP
— Paul Pester | (@PaulPester) January 26, 2014
@sonicboooooooom agreed. This probably won't help but you can make payments via the internet bank - this is not affected by the problem. PDP
— Paul Pester | (@PaulPester) January 26, 2014
The cause of the problems at TSB is now fixed. It'll take a while to sort the backlog. Sorry customers may have problems for an hour or so
— Paul Pester | (@PaulPester) January 26, 2014
Thanks to all TSB colleagues who worked so hard this afternoon to fix the IT issues. Sorry once again to all our customers affected. PDP
— Paul Pester | (@PaulPester) January 26, 2014
@dangerfield_gem Gemma, no truth in this. The issue was caused by a HP Server failing here in the UK. PDP
— Paul Pester | (@PaulPester) January 26, 2014