Business Irish

Saturday 24 March 2018

Permanent TSB accused of 'humiliating' customers after it mistakenly sent financial details to another customer

Permanent TSB
Permanent TSB
Charlie Weston

Charlie Weston

BLUNDERING Permanent TSB has been accused of “humiliating” its customers after it emerged that it had mistakenly sent their financial details to another customer.

The customers affected by the data breach have already being overcharged after losing their tracker mortgages.

They had their names, mortgage account numbers and minutes of meetings with the bank sent to another email account.

The bank has apologised and said around 100 mortgage holders were affected.

These people had been in contact with Permanent TSB because the bank has stripped them of their trackers. It is negotiating with them to restore the trackers and compensate them.

David Hall of the Irish Mortgage Holders Organisation said the latest incident was humiliating, and called for the bank’s management to be replaced.

“This bank is fundamentally incompetent and it has humiliated its customers. It is time for the Minister for Finance to replace the management,” Mr Hall said.

Permanent TSB has now had to send letters to customers explaining the data leak.

The letter states: “We have become aware that a small amount of information relevant to your mortgage account was inadvertently sent via email to the email account of an unrelated customer of the bank.”

It goes on to say the customer who received the information has been asked to delete the email.

Details of meetings between the bank and customers were also sent to the incorrect email address.

The bank said it had reported a data protection breach to the Data Protection Commissioner. 

“The breach involved limited information relating to less than 100 customers. Neither the addresses nor the contact details of the relevant account holders were communicated in the breach.”

Permanent TSB said the bungle occurred when a member of the bank’s staff mistakenly emailed limited information relating to a number of customer accounts to the email account of an unrelated customer.  

The spokesman said the bank has conducted a thorough investigation of how this incident occurred and has taken steps to ensure it does not happen again.

Permanent TSB is in the process of restoring cheap tracker mortgages to almost 1,400 customers and compensating them. Some people lost their homes as a result of the over-charging.

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