Read on Twitter
#Accessible online banking with @tsb is *awful* - a thread:
My mum is trying to make a new payment via tsb. She is visually impaired. Tsb don't seem to care about visually impaired users as their site fails many basic accessibility options - like clear field highlights to tell where you're typing
Even worse are the buttons which are the same colour as their focus 'highlights'. 
Squint and spot the difference here:
#accessibility
Squint and spot the difference here:
#accessibility
There's also no option for accessible users to increase timeout. Take too long because you can't read the site or their paperwork very well? Oops, log in again with that terrible form and start over please!
Still yesterday I helped her in to make a new payment. Adding a new person needs to verify you via phone message. This wouldn't work - "service unavailable. try again later".
Frustrating after the time to get to that point, but service problems happen.
Frustrating after the time to get to that point, but service problems happen.
Try again today. Similar general problems, but quicker now as I know where we're going.
Still need phone verification. Still doesn't work "service unavailable. Try later".
We call support.
Still need phone verification. Still doesn't work "service unavailable. Try later".
We call support.
Support say "well your phone number is too short"
Are you short-shaming a phone number? My mum might be short but her phone number is fine. She's had it for 20+ years. You've verified her by it before. How is it now too short?
Support suggest she must have changed it!
Are you short-shaming a phone number? My mum might be short but her phone number is fine. She's had it for 20+ years. You've verified her by it before. How is it now too short?Support suggest she must have changed it!
HOW WOULD SHE CHANGE IT? WHY WOULD SHE CHANGE IT? WHO RANDOMLY DECIDES "HEY, LETS CHANGE MY PHONE NUMBER ON MY BANK ACCOUNT SO ITS ONE DIGIT SHORT! TEE-HEE WHAT LARKS!"
They don't find that argument convincing.
I suggest maybe their system has dropped a digit by mistake. A worrying mistake for a bank, but tsb are clearly terrible with tech so it's not hard to imagine.
I suggest maybe their system has dropped a digit by mistake. A worrying mistake for a bank, but tsb are clearly terrible with tech so it's not hard to imagine.
Nope. Support assures me it isn't possible their system did anything wrong.
We compare the phone numbers.
There is a digit missing in the middle.
How? Unexplained.
I ask when it was changed. They don't know. But they do know it's definitely not tsb's fault.
We compare the phone numbers.
There is a digit missing in the middle.
How? Unexplained.
I ask when it was changed. They don't know. But they do know it's definitely not tsb's fault.
Anyway, so we establish the message:
"Service unavailable"
means
"our system has forgotten part of your phone number"
Fine. Can we change it back please?
"Service unavailable"
means
"our system has forgotten part of your phone number"
Fine. Can we change it back please?
No. You need to go into a branch.
A) There's a virus about (maybe you've heard of it?)
B) THEN HOW DO YOU THINK SHE CHANGED IT YOU PICNIC? IF SHE CANT WITHOUT ASKING SOMEONE, WHY DIDN'T THEY SHORT-SHAME THE NUMBER THEN, EH?
A) There's a virus about (maybe you've heard of it?)
B) THEN HOW DO YOU THINK SHE CHANGED IT YOU PICNIC? IF SHE CANT WITHOUT ASKING SOMEONE, WHY DIDN'T THEY SHORT-SHAME THE NUMBER THEN, EH?
...
We establish support can change it. But it will take 48 hours.
Security you see. It's a high level change involving forms and requests.
But wait, there's no record of when it went from working to "smaller"?
No.
We establish support can change it. But it will take 48 hours.
Security you see. It's a high level change involving forms and requests.
But wait, there's no record of when it went from working to "smaller"?
No.
So now we wait. Presumably in 48 hours or so I will have to again assist my mum on tsb's unfriendly website racing the timeout to verify her on her new (old) number...
Apparently this system was 'upgraded' a few years ago, which coincided with my mum taking more trips to the bank as she couldn't work it out.
I can see why.
Anyone know a bank that is useable & helpful to the #VisuallyImpared?
I can see why.
Anyone know a bank that is useable & helpful to the #VisuallyImpared?
