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No way of contacting them by email, and as I'm not in US I can't phone them.
Round in circles on chatbot with no way of talking to an agent. Dreadful
They have breached customer confidentiality by sending me personal medical details of one of their customers. I have no way of resolving this.

Phonak support is not fit for purpose. I sent a number of queries via the app, the replies must have come from a computer because not one reply was helpful or actually addressed the problems I had asked about.
The app is dumbed down, ill-thought-out and bug ridden, and the bluetooth audio quality through the aids is dreadful, almost unusable.
I'm so disappointed.

TSB closed my local branch (as have several other banks).
It appears that TSB now want to encourage customers to use the app and the in-app "chat" service, (or online banking).
Their waiting times for 'phone calls are so long as to cause you to give up waiting (which I did).
Tough tomatoes for the elderly (who don't want to or can't use digital) and for vulnerable customers, but that's OK because they probably don't count much for TSB's bottom line profit.

For those who will use digital, there is an in-app chat service but chat implies a two way communication with no great delay between each submission. It would be more honest to call it a one way message service and much frustration would be avoided if the programming of the "chat" immediately allowed a question to be submitted without having to respond to multiple irelevant bot reply options which largely assume the customer is stupid (we have google for that option).
Unfortunately the above appears to be mostly irrelevant as they have not responded to my chat queries either. (2 days so far), despite an auto bot message saying they would reply. On the plus side they did solicit this review as to how well they did, which is ironic as they didn't reply!

I can't or rather won't leave my 'phone on for a lengthy time indefinitely repeating and hoping to catch when someone might (or might not) answer; for one thing it means I can't listen to anything else, and I'm an averagely neurodivergent male which means I can't easily muti-task. When will Banks realise that customers may have other things they want to do which they can't do because of having to concentrate on a recorded message in the hope someone will eventually answer. Are you listening TSB? There is no call back option, and no "you are xth in the queue" message either, why not?
If you insist on providing a chat option the least you could do is to provide a human response when you've promised to do that.
In other respects when everything works as expected I'm 3 stars happy which can be said of any Bank (and maybe they deserve an extra half star for being top of fraud re-imbursement but thankfully that's not something I've personally experienced), .
The TSB app and online banking are i.m.o. nowhere near as good as the originators of their app, (Lloyds/BOS/Halifax), who have all moved on since TSB split and developed a consitently improved app/online experience, but TSB went their own way and consistently dumbed down and worsened them.

Whoever thought of the utterly unethical Spend and Save "Pay a monthly fee of of £3 then use your debit card NO FEWER THAN 20 (yes 20! ) times a month to make £2, should be sacked for customer abuse. I'd like to see some statistics of how many customers have consistently come out £2 in profit more than 6 months in a year, and how many pay the £3 but don't make the £2 for more than 6 in 12 months. My guess is many more of the latter.
I must admit I did briefly consider paying the £3 then finding twenty 1p - 5p items and paying for each with the card just to teach them a lesson.

It's only when things don't go as expected that you get to judge how good an organisation is, (even if it's the expectations which are askew rather than the organisation).
They are so intent on closing branches (and presumably reducing staff?) to reduce costs and increase their profits, (which incidentally were up 29% in 2023), that they appear to have forgotten about the customers.
A key quote from START of their 2023 annual report "TSB remains focused on managing costs"
Well that explains it...
Sadly they aren't alone but that's no excuse.
Where is my reply TSB

Later edit, a reply, unsure if it was from a human, saying they couldn't answer the question in that chat and I should open another chat!
Chat is not fit for purpose. TSB customer service isn't fit for purpose either.

This is a scam website.
The physical address is not their premises.
Just looking at the prices will tell you it's not possible for them to supply the goods at the prices quoted.
If it looks too good to be true it's because it is.
How on earth Trustpilot can now show this as 3 stars when it's had only a single one star review is beyond me... unless there is another review...

Warning: I never placed an order as there are so many red flags pointing to the likelihood that it's a scam website.
After research I found:-
1. UK Postcode quoted on website does not exist or match the address.
2. The address quoted on the website isn't a store it's a terraced house (google maps check)
3. Their prices are way too good to be true. Not even subtly cheap but ridiculously cheap compared to everyone else.
4. No telephone number, I've messaged online and asked for one.
5. Popups in corner informing me that "Twyla from California" and Wilhelmina from New Jersey USA have coincidentally just purchased the item I'm interested in are a bit of a red flag for a store with an address in Dewsbury
6. Site was registered with a Singaporean domain registration company
7. Not listed at companies house.
My guess is it's a portal to catch card details but that's only a guess...

I have found it impossible to contact them.
Their phone system is now programmed to disconnect you; it persistently tells you they are too busy to answer as they are dealing with boiler repairs etc. (even if your call isn't for a repair) and whichever options you go through, cuts you off.
Not a good start. I've been trying on behalf of a vulnerable customer for 3 days now. It isn't even possible to check or register for the Priority Services Register. The (free) number for that takes you into the same telephone route as the 03 number. But at least I now know there's a free number I can use one day if they ever resume answering.
Very poor and not possible to arrange a call-back.
So no stars (or perhaps half a star for the free number). I will update as and when...
Update
If I could give minus stars I would, dreadful experience attempting to communicate over chat, their customer service is not fit for purpose. I was transferred from one operator to another at least 6 times (I lost count) and sadly they ended the chat prematurely (for no apparent reason other than perhaps it had taken 3 hours to get that far and it was 6 o'clock pm?) so I now need to try to get a transcript. Nearly 3 hours of my life wasted trying to communicate. (I was polite and patient at all times)
even when after one transfer it said you are 87th in the queue I waited.
Avoid at all costs and write to them is my advice. You still can't get through to a human by phone and chat is horribly slow and frustrating, I gave it my best shot, what an awful experience. The worst and most serious part is that the customer number they give for checking or adding to the Priority Services Register for vulnerable people cuts you off, I told them this but they ignored it and did not offer to add the vulnerable customer to the register so heaven help you if you have a problem.

You only get to appreciate just how nice to use and good Bristan taps are when you compare them with others (and more expensive ones) that aren't so good. Apart from the fact that customer service was very helpful when I fitted the tap quite a while ago, the tap has been and continues to be a pleasure to use. It's still silky smooth, a delight to use. I'm writing this because after a couple of years it's the nicest tap in my house. This sounds nerdy but when I use the other taps they irritate in comparison with stiction and play in the levers, and are hard to control in comparison. So credit where credit is due, thank you Bristan.

Communication times need to improve, by both snail mail and to secure messages. It took over a week for a letter needed to change bank account and which was promised in 2- 3 days, to arrive. Letters from other organisations are not delayed.
I don't think waiting 2 weeks for a reply to a secure message (still waiting since 9th March it's now 22nd) is acceptable, particularly since their advice is to do as much as possible online.
They don't seem to have any problems sending out huge volumes of promotional mail, it's a pity they don't appear to put the same effort into timeously communicating with customers who are paying for a service.

Later edit after your reply: Your aims are laudable but sadly you are a very long way from achieving them. You have just taken 16 days to reply to my last-but-one secure message, it's 9 days since I sent the reply to that message and I still haven't had a reply.
Your first reply explaining that "processing times are longer than you would like them to be at the moment, due to a high workload" isn't an acceptable reason for parting a customer from their money for a longer period than expected.
In my opinion leaving customers in the dark wondering how things are progressing is worse for customers than being up-front.
Also as you want to encourage customers not to phone but to use secure messaging, replying in a timely manner would be a good first step.

The app is OK and so far and I haven't had problems with transactions or the account BUT I need some help with a login problem and it's become clear to me that their customer service isn't up to scratch at the moment (perhaps it's due to Covid?)
Having had a reply to the first message (left overnight but that's OK) I've had no reply on further messaging, and the first message also suggested I call them but they either don't answer (long long hold), cut you off saying customer services aren't available, or give an option to call you back which simply doesn't work, it just puts you in a queue with a ringing tone and doesn't ask you to confirm your number or say you'll be called back.
What's going on with customer services Monese?
I'm fairly sure a short phone call will resolve my problem. I'd like to have given a higher rating, but I've now spent a whole day trying to get in touch.

Thanks for the reply, I'm now locked out of my account, I've since held on the phone for circa 2 x 1 hour with no reply. I can't keep on doing that. I don't have the option of the recommended process of submitting my ID, the app only gives me the option to call, I don't understand why this is. I've emailed as well. I am being patient...
Further Update, despite my email clearly saying I didn't have the option of recovering the account through the app (I don't know why?) I received a reply asking me to do that. There was an offer to call me, I'll update as this progresses or doesn't. Still locked out...and I'm still being patient.

Final Update
Eventually managed to get through on the phone, it may be coincidence but I chose option 2 which is to report unauthorised transactions. (I had held on for a further 2 hours or more prior to this on option 1-can't log in) I was hoping to get a phone call or a reply to the support email, but that didn't happen until after the issue was fixed, to close the ticket.
Because it took almost 3 days and a lot of effort on my part to fix the issue, although they were apologetic and helpful once I did get to talk to them, I can't give more than 2 stars. If it hadn't been for this issue I would have given 4 stars.
It would be good to see a statement from the company explaining what they are doing to fix the lack of answering. I also reported that the "we will 'phone you back" option wasn't working, perhaps if they fixed that things may not have taken so long.

I'm happy overall with Avro. Website is easy to use, they respond appropriately to email queries (it sometimes takes a while but I don't expect an instant response) and their pricing is competitive.
The big plus is they don't tie you in with a penalty for leaving, which increases confidence, and renewal is easy too.
On the slightly minus side it's not easy to keep up with any newly released tariffs as they won't inform you when a new tariff (which might or might not be cheaper for you) is released so you have to remember to check from time to time. (That's only an issue when prices are falling.) They don't appear on the comparison websites I use which makes checking a little more difficult.