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Bank of Scotland customers still facing online issues 10 days after systems upgrade

Problems with Halifax and BoS migration resolved last Thursday, claims bank

Bank of Scotland's (BoS) online banking customers are still facing issues with their accounts, after a system upgrade by parent company Lloyds Banking Group, despite the bank claiming that the problems were fixed last week.

Lloyds is currently migrating Halifax and Bank of Scotland customers onto the Lloyds TSB platform, a move which has prevented some customers from accessing their recent transaction details since the migration over the weekend of 10 September.

Around three million people use BoS's internet banking service, and holders of personal and business accounts were affected.

"We made some changes to our online systems last weekend. Unfortunately there was an issue that did affect all current account users (inability to access full statement history) - this was resolved by Thursday last week," a spokesperson for BoS said.

However, some of the bank's customers have told ComputerworldUK that they have continued to experience problems since Thursday. One customer has been told that he should not expect a resolution for another 10 days, while another customer found they had access to a stranger's account.

"There's still no end in sight," said Simon Guiton, managing director of veterinary publisher VetIndex, who has been phoning the bank's helpline every day for more than a week.

"Last night, the helpdesk told me: 'I hope you've got a good relationship manager because we are looking at 10 days."

Although Guiton can access his personal account as usual, he said he continues to get an error when trying to log in to his business account, which requires a token after the username and password have been entered.

"With the new system I never get as far as the token," he said.

In addition, the banking problems are affecting the running of his business.

"Last Monday, a customer called me asking me 'can you confirm you received our BACS payment?' and I am still waiting to tell them that. I can't do a sales statement without the information, they won't phone or email it and I'm going to have to write cheques for my staff," Guiton said.

The issues affecting customers do not appear to be consistent.

Another small consultancy firm owner said that the opposite has happened to him - he had problems accessing his personal, rather than business account, where the system generated a new username and made him get a new password every time.

Fortunately for him, though, the issue appears to have been resolved as of today.

"It's taken eight days. For six or seven days you'd ring the bank helpline up. They didn't know what was going on," said Neville Ablitt.

Particularly worrying, however, is one ComputerworldUK reader's comment, who said that as well as having problems accessing their business account, they instead have full access to a stranger's Halifax personal banking and BoS private banking accounts.

'Tarquin' wrote: "I can transfer money from other peoples' accounts and view their transactions!"

A BoS spokesperson said: "We fixed the issues that we were aware of, so it all depends on what issues [customers are] experiencing. It may not be related to the upgrades, but unless we know what the problems are for the customer, we can't really comment on this," a BoS spokesperson said.

The spokesperson added: "We haven't had reports of people being able to access random people's accounts, but if people have issues with this then we would like them to get in touch."

Meanwhile, the bank has said that in terms of compensation, it will deal with individual situations on a "case-by-case basis".

Earlier this year, Tesco Bank also caused disruption to customers' access to online accounts when it carried out a technical upgrade.


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