Hi @dec really sorry to hear you’ve had problems.
If you have the app from your bank, the process is designed to be really simple and normally is. So all the problems you had after you described from the point the TSB app ‘crashed’ shouldn’t happen.
I’ve not seen (or heard anyone) talk about getting a certificate install message and it’s certainly not designed to include that step regardless of how you chose to link. Did you get this prompt when you left the Snoop branded page and were loading the TSB web process?
Can I also ask what problem you first got when the TSB app crashed? Did it present any error message first? Can you remember which step caused the crash after you loaded their app or did it not appear to get that far?
Both of these things I’d like to raise with TSB as they need to investigate.
There are two things the bank will likely ask us to check with you before we raise further:
- Are using the latest version of the TSB app (from Google Play)
- Can you check the TSB app is fully closed before you start (out of the phone’s memory). Obviously it shouldn’t be needed, but occasionally causes problems if you’ve recently been in to their app and it’s not closed down properly.
The only other thing I can think of is (based on the time of your post) maybe this something happening in the early hours of Monday? I will check in case TSB had any maintenance around this time - banks often do this at their most quiet times.
If you wouldn’t mind trying the 2 steps above and sending me and more details (on here on via email to firstname.lastname@example.org) then I raise with TSB as needed.
Sorry again you had trouble connecting and thanks for your patience and feedback,