With a payment for your inconvenience? No? Bastards.

Maybe they'll give you some coupons. I mean who doesn't like coupons?

Nah. Cash ain't worth the paper it's printed on anymore. Coupons man! Coupons are the future.

Yep. Can't lose with coupons.

Are they Embassy coupons?

Amazon credits are as close to cash as one can get nowadays.

Jeez what bullshit

It's mental. They actually paid me some compensation into that very account as way of apologising for the last thing (which was nice as I hadn't asked for any) and it did make me like them a bit more, but now this. They seem completely disorganised.

They gave me £350 for the last thing (and said I could basically ask for more if I didn't feel it reflected the distress caused), which was nice I guess.

Yeah I am not normally one to suggest milking things for everything you can get but this whole situation is way beyond fucked.

Do whatever you have to

Worse, they’re a big scummy bank who pretend to be a caring, friendly, local bank.

This is getting fucking ridiculous. 3hrs of phonecalls today to 3 different departments, none of which can do anything until a single person, the lady that sent me the letter saying my account would not be terminated in customer services, sends a specific email to the team that have frozen the account to tell them to unfreeze it. She is not in today. 

They can see my complaint was upheld, I'm in the right, they just can't do anything about it. They didn't even send me a letter recently saying the account is about to be closed, just the original (overturned) notice that the account was due for closure in 60 days before I lodged the complaint. If I'd have known they fucked up and it was about to be closed anyway I could at least have done something about it a week or so ago.

The only reason the account has been frozen and not shut down completely is because it has cash in it. Not only that, they can't actually contact me directly to keep me updated, I have to keep phoning them because they are only able to access details of the account whilst I'm on the phone with them. It takes about 20 mins for then to pick up.

Get your money back (eventually) and compensation then leave for another bank.

See those 20 minutes on hold every time? Use those minutes to contact the media with your complaint. Nothing huge, just the Guardian’s financial complaint page, the Moneysaving Expert bloke, Watchdog, etc. And contact TSB’s team on social media. And get an official complaint with TSB started, and the ombudsman too.

None of that is just to shitstir – it’s to get ahead of any extra complaining you might need to do later. If this doesn’t go well, you’ll be glad of the head start through other avenues.

Cross-posted from the Poker thread.

My daily routine now involves me waking up, remembering how much I hate TSB, making a coffee and then hunkering down to a 1hr call with the bank. It's kind of self-defeating because every time I phone they have to add a shitload of notes to my account concerning everything we've just talked about, and so each day they put me on hold whilst they read the ever-expanding list of cases notes and it takes a bit longer on each call. It's currently about 10 mins, and this is after waiting at least 20mins for them to actually answer the call.

They don't read the notes straight away of course. Instead they spend 5 mins explaining they are the fraud team and I've phoned the wrong department (which is technically true as they've admitted there is no useful dept that I can actually contact directly), and so I have to take 5 mins to explain what the situation is and that if they go into my account and read the notes, the notes will explain that I've just been instructed to phone the fraud team after all.

Only then do they explain that there's not much they can do as It's not actually their department that deals with this but I can be assured it's being dealt with urgently, and if I'd like to call back tomorrow that's be just dandy, but what they can do today is to absolutely confirm, for sure, with some clarity, that the account is still most definitely still frozen.