Frequently asked questions.

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1 Frequently asked questions.

2 Frequently asked questions. Mobile App and Internet Banking. Our Mobile App and Internet Banking are available, but if you re having difficulty logging in, please try closing your Mobile App fully and then restart it, or closing your internet browser and trying again using the Log in button. Talk to a TSB Partner. You can talk to a TSB Partner by calling our telephone banking service or visiting us in branch. Please be aware though that our call centres and branches are currently busier than usual and it may take us longer than normal to help you. We re sorry, and we thank our all customers for their continued patience. How do I make a complaint? We are deeply sorry for any difficulty you may be experiencing and we are working round the clock to fix things. We are committed to ensuring no TSB customer is left out of pocket as a result of these issues. If you have been affected we d encourage you to fill out the complaint form at tsb.co.uk/help/complaint-form and let us know what has happened so we can put things right as soon as possible. However, if you are experiencing ongoing difficulties please visit your nearest branch so we can help you more urgently. How will I be compensated? We are committed to ensuring no TSB customer is left out of pocket as a result of these issues. We will waive all overdraft fees and interest incurred in March and April billing cycle. How will I be compensated as a business customer? We re conscious that the problems our business customers have had accessing their accounts, may have caused them to go overdrawn. We re helping to address this by waiving any overdraft fees and interest charges as well as any returned item fees you may incur during both your March and April billing periods. Plus, any transaction and monthly fees incurred from 10 April to 9 May will be waived. These fees would normally be deducted from your account in late May or June depending on your monthly billing cycle. You will still receive your normal monthly invoice for this period which lists all of your chargeable transactions, however these charges will be completely waived. If you do see fees applied to your account over the next few weeks, don t worry, they relate to charges from prior billing periods. Please be aware that any non dayto-day service charges such as CHAPS payments or international payments will still be applied. Why have I got a letter that mentions a returned item fee for April when you said you were waiving these? We will have written to you if there was a payment we were unable to make for you (because you did not have enough money in your account). However, as promised the returned item fee will not be charged. How can I check my balance? If you are having problems viewing your balance online, don t forget you can view your latest balance at any LINK ATM. You can also print a mini statement at any TSB ATM. Personal customers can also use their local Post Office for a range of everyday banking services including checking balances. Just remember to bring one of your pre printed paying in slips if you re using the Post Office to pay in cash or cheques to your account.

3 How do I make or check a payment? Card payments, direct debits and standing orders. Card payments, direct debits and standing orders are all working normally. We know there was an issue that delayed a small number of standing orders by a few hours on 2 May. This was resolved quickly and scheduled payments have been processed. Making payments through Mobile App and Internet Banking. Payments through our Mobile App and Internet Banking are available. We know some customers are sometimes experiencing difficulties at the moment, such as seeing an error message when trying to make Faster Payments. Unless instructed to check back later you can try to make the payment again. Don t worry, money won t be taken from your account unless the payment is made successfully. If your payment query is urgent please call our telephone banking service or visit us in branch. Please be aware, though, that our call centres and branches are currently busier than usual and it may take us longer than Don t forget if you are trying to pay a bill (e.g. your water bill), you can use your debit card to pay most providers directly. Business banking payments. If you are having difficulty when trying to make payments using Business Internet Banking and need to make an urgent payment, please give us a ring on (Lines are open between 7am-8pm Monday to Friday and 9am-2pm Saturdays, excluding UK Public Holidays.) Please be aware, though, that our call centres are currently busier than usual and it may take us longer than How can I access my cash? Debit cards are working normally and can be used at an ATM to view your balance and withdraw cash. You can get cashback from many high street shops across the UK and you can also use your local Post Office for a range of everyday banking services including withdrawing money. If you are having problems using your debit card please call our telephone banking service. Please be aware, though, that our call centres and branches are currently busier than usual and it may take us longer than How do I check money I m receiving? Payments made into accounts are working normally. If you need to check your balance you can do it on Internet Banking or on the Mobile App, or at any LINK ATM. You can also print a mini statement at any TSB ATM, and you can use your local Post Office for a range of everyday banking services including checking balances. International payments. International payments that are being made to your TSB account using your old Bank Identifier Code (BIC) and International Bank Account Number (IBAN) should continue to reach your account for the next few weeks. To ensure the payments made to you arrive as quickly as possible, it s important that you give your new IBAN and BIC numbers to anyone sending you money from abroad. Our new BIC is TSBSGB2A. You can get your new IBAN number on our app, or using Internet Banking. If you can t find it or have more questions you can get more information at tsb.co.uk/international-payments or call our telephone banking service, or visit your nearest branch so we can help. Please be aware, though, that our call centres and branches are currently busier than usual and it may take us longer than

4 How do I manage my current account? Accessing your information You can review your previous transactions as far back as February 2018 on the Mobile App. We re sorry, you are unable to view correspondence in your internet banking inbox at the moment. We re working hard to fix this problem and will send you paper correspondence in the meantime. How do I manage my loan? Planned loan repayments and scheduled payments are working as normal. However, at the moment customers are unable to make an additional repayment to loan accounts online as normal. To make an additional payment to your loan, you can set up a payment from your current account using the details below: Sort code: Account number: Reference: Your 12-digit loan account number If you need to speak to us urgently about your loan, please come into a branch. Please be aware, though, that our call centres and branches are currently busier than usual and it may take us longer than What do I do if my card is lost or stolen? If your card has been lost or stolen, please contact us straight away on (UK) or +44 (0) from abroad. Lines are open 24 hours. Don t worry, if you ve requested a card, it s on its way. Replacement debit and credit cards have taken a little longer to process than we hoped. All replacement cards are ready and are in the post. We re sorry for any inconvenience caused. How do I manage my business account? Resetting log in details. Errors are sometimes displaying when you try to reset your log in details. You can reset your log in details by calling us on Lines are open between 7am-8pm Monday to Friday and 9am-2pm Saturdays (excluding UK Public Holidays). Please be aware, though, that our call centres are currently busier than usual and it may take us longer than Making payments. If you are having difficulty when trying to make payments using Business Internet Banking and need to make an urgent payment, please give us a ring on Lines are open between 7am-8pm Monday to Friday and 9am-2pm Saturdays (excluding UK Public Holidays). Please be aware, though, that our call centres are currently busier than usual and it may take us longer than How do I get 5% interest on the Classic Plus Account? For Classic Plus customers and customers with Select Plus, Silver Plus, Gold Plus, Platinum Plus and Premium Plus, we have increased the interest you can earn on balances from 3% to 5% from 2 May. We promise this won t be taken away after a year. If you re a TSB current account customer but don t have one of these accounts, then as long as you re eligible you can upgrade to a Classic Plus. Unfortunately, you can t upgrade to a Classic Plus online right now. We re trying to get this up-and-running now. But you can visit your nearest branch if you want to upgrade urgently.

5 What if I m concerned about fraud? Unusual activity on your account. We know some customers are having problems viewing information about their accounts. We can assure you that your money is safe. But if you think you ve been a victim of fraud, get in touch straight away on and our team will help you. Lines are open between 7am-10pm Monday to Saturday and 9am-6pm Sunday. We ll take immediate actions to secure your account. And we ll investigate any transactions you re concerned about. Keeping you safe from fraud. Some customers have made us aware that they are receiving s, text messages and tweets claiming to be from TSB. If we need to contact you we would never ask you for your security details such as PIN or full password and you should know that contact via social media is only made from our Official@TSB Twitter or Official Facebook page. If you receive any communication that looks suspicious, please don t click on any of the links and send us a copy to scams@tsb.co.uk Please visit tsb.co.uk/fraud-prevention-centre to see how you can protect yourself. Should I still be receiving text messages? Some customers have received text alerts despite cancelling them. We are currently working to fix this issue and will automatically stop these text alerts then. How do I manage my credit card? We know some customers are having problems viewing information about their credit card transactions, payment due dates/amounts online. The balance should be right though. You don t need to do anything. We re doing everything we can to put things right. Please look at your latest paper statement to get the information you want. We know that some customers who registered to go paperless can t see their past statements. We re sorry about this. You should be able to see these again soon. If you need to speak to us urgently about your credit card, come into a branch or call us on lines are open between 7am-11pm, seven days a week. Please bear in mind our call centres and branches are busier than usual so it might take us longer than normal to help you. How can I reset the log in on my business account? This is a problem we re trying to put right now. But if you need to log in just call Please bear in mind that we re busier than usual and it may take us a little longer than normal to help you. Lines are open 7am-8pm Monday to Friday and 9am-2pm Saturdays (excluding UK Public Holidays). Can I set up fingerprint recognition or iris technology? You can still use your memorable information with the Mobile App, but we can t set up fingerprint recognition technology right now. We re doing everything we can to get this back up-and-running. Can I see my mortgage account in Internet Banking or the Mobile App? Sorry mortgage accounts can t currently be viewed on Internet Banking or the Mobile App. We know there s a problem here and we re trying to put things right. In the meantime, if you need to speak to us urgently about your mortgage, please come into branch or call us on (lines are open 8.30am 7pm Monday to Friday and 9am-2pm Saturdays, excluding UK Public Holidays). Please be aware though that we re much busier than usual so it may take us longer than normal to help.

6 Can I open a new current account, savings account, loan or credit card online? For the time being you will need to come into a branch to open a new product with us. Are your call centres busy and will it take me long to get through to talk to someone? We re sorry our call centres are busier than usual and it may take us longer to help you. But you can: Use your six-digit Personal Security Number for our automated banking service. If you re trying to pay a bill you can use your debit card to pay the provider directly. And you can get your balance or print a mini statement at our ATM s. When will I receive my paper statement? We re sorry. There s a delay on paper statements at the moment. We re aware that there s a problem so you don t need to contact us. We re working round the clock to put things right. In the meantime, you can check your balance at an ATM or print off a mini statement. Can I make all my payments with Internet Banking or the Mobile App? We re sorry. We re having issues with some payments so you might find that your password is being rejected when you go to authorise a payment. If it s urgent you can still make payments in branch or using Telephone Banking. Please bear in mind that our call centres and branches are busier than usual and it may take us longer than normal to help you. Thank you for your patience. Has my current account been debited when I paid my TSB credit card bill? There were some issues with payments made on 27 April. So, you might not see the money coming out of your current account to pay your TSB credit card. You don t need to contact us about this. We ll get in touch with you to let you know what s going on and then take the money out of your current account. There won t be any extra charges or interest on your TSB credit card account as a result of this issue. We re really sorry about this. I can t see one of my accounts online? A small number of customers with multiple accounts cannot see one of them online. Please don t worry, your accounts are safe and can be checked and used in branch or over the telephone. We are working hard to fix this problem and ensure all accounts are displayed correctly. The ATM showed an available balance but I couldn t withdraw any cash? Your balance is correctly displayed on ATMs. However, if you have an overdraft that exceeds the agreed limit, some ATMs are showing this excess amount as available to withdraw. The transaction is then correctly declined if you request the cash. We re sorry for this confusion and are working hard to fix the issue.

7 If you have a hearing or speech impairment you can contact us using Text Relay or Textphone on (lines open from 7am to 11pm, 7 days a week). Not all Telephone Banking services are available 24 hours, 7 days a week. Speak to a Partner for more information. Calls may be monitored or recorded. If you need to call us from abroad, or prefer not to use our 0345 number, you can also call us on For Credit Cards, if you need to call us from abroad, or prefer not to use our 0345 number, you can also call us on For Business Banking, if you need to call us from abroad, or prefer not to use our 0345 number, you can also call us on TSB Bank plc Registered Office: Henry Duncan House, 120 George Street, Edinburgh EH2 4LH. Registered in Scotland No. SC Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Registration No ). TSB Bank plc is covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service. TSB adheres to The Standards of Lending Practice which are monitored and enforced by the Lending Standards Board: TSB12679A (05/18)