Bank Confident IT Problems Almost Over
The RBS Group says the IT chaos affecting customers of its banks NatWest, RBS and Ulster should be over by Monday.
The problems - caused by an issue with computer software - have affected millions of users across the UK.
A total of 1,200 NatWest branches opened on Sunday for the first time ever, as the bank attempted to clear a huge backlog of payments caused by the glitch.
But Susan Allen, from the RBS Group, has told Sky News the technical crisis is almost over.
"I can confirm that we are making progress to clear the backlog of payments and I'm cautiously optimistic that RBS and NatWest customer account balances will be largely back to normal from tomorrow (Monday)," she said.
"The knock-on effects of this technical failure mean there will bumps in the road. We will do everything we can to minimise further disruption to our customers."
Ms Allen said RBS will ensure the glitch does not cost customers any money.
"We will automatically waive any overdraft fees or charges on current accounts. This will be processed over the next few days," she said.
"We will work directly with credit agencies to ensure no one has their credit score affected.
"For all other issues, customers have our commitment that they will not be out of pocket from this issue. We will publish further details on how we will ensure this later in the week."
Around 7,000 staff were on duty in branches on Sunday, but social media sites such as Twitter continued to be flooded with angry messages from customers who found themselves without access to cash over the weekend or unable to pay bills.
One wrote: "My bills are still coming out but my wages have not gone through. Can't afford food or fuel to get to work on Monday."
Another tweeted: "3 days and still no wages. Won't be able get into work tomorrow night due to lack of funds. Zero cash can't pay bills, buy food ect."
And customers who had previously been able to view their balances - albeit out of date - earlier told Sky News that they could not access the website at all for a period.
RBS said it was still experiencing technical issues which meant some account balances may not be showing correctly, while it also admitted some online services were unavailable.
Stephen Hester, chief executive of NatWest owner RBS, has issued a public apology for the technical hitch and admitted the bank had let down its customers.
Branches opened their doors between 9am and noon, amid continued anger following days of disruption.
The chaos left many of its clients unable to pay bills or access their money.
Mr Hester strived to reassure customers following fears thousands of people could be hit with penalty charges if their regular payments - including mortgages - were affected.
"I am very sorry for the difficulties people are experiencing," he said.
"Our customers rely on us day in and day out to get things right, and on this occasion we have let them down. This should not have happened.
"Right now my top priority, and the priority of the entire RBS Group, is to fix these problems and put things right for our customers.
"This is taking time, but I want to reassure people that we are working around the clock to resolve these problems as quickly as we are able."
NatWest has more than 7.5 million personal banking customers but it is unclear how many have been affected.
Ulster Bank said about 100,000 of its customers experienced difficulties. While the original technical glitch has been fixed, staff are now working through the build-up of transactions which have not been processed.
what do you think?
Derrr.........Computer says No......
I expect the director in charge of IT will still get his bonus
Now whose's going to be the next one to turn down printed statements? This is the danger of dependancy on an electronic world with everything conveyed by the Internet. In times of strife (or anytime, it now appears), the whole lot can vaporise overnight..........
A printed statement is produced from information stored on a ?????? Your starter for 10 John
Im very very sorry your wages haven't gone in and I'm very very sorry that you cant buy any food for the kids and your mortgage payment bounced. But despite all this I'm still getting a nice fat bonus at the end of the year. . .
Nice to see you are getting a bonus Tim
Robin Van Der Spiegel
This was always going to happen - so many people trying to log in at the same time will always bring any site down. Perhaps Nat west should have prepared for this....
What NatWest haven't told their customers is how this problem arose and whether their personal details are secure. We need more information and urgently. As a customer I want to know that my details are safe before I decide whether to stay with them.
I hope my 250 thousand pounds scratchcard winnings have gone into my account.
Amelia Princess Hall
Lucky girl :o)
Yeah, in your dreams!
Get it sorted, I need my wages
Amelia Princess Hall
Nastwest sort it out or u won't have any customers left....
Roy E Millington
The government should make the banks use their bonus's to repay any customers the that suffer any extra payments & also for inconvenience suffered by the banks failure to look after their customers
Amelia Princess Hall
People should be refunded for extra payments
Well,I 've not had a problem logging into the site and my payments were showing today,so they are definitely sorting it out,if slowly,but yes,we all need to know what caused this glitch and if our details are safe. I'm really feeling it for the people that have missed mortgage payments and got young kids etc..this,no matter what,should never have happened.
It is totally unnacceptable that such an organisation can not cope with 100,000 people trying to log onto its website. It is also ridiculous that when they update their software it goes wrong at all. What if it happens again? What if it happens in one week or one month or at Christmas? It is not ... acceptable. The World's most famous search engine, so far as I just read, can handle billions of searches per day. 100,000 people logging onto a website is what? What does that bank have? One server with their website on it? Most of us can't even hardly afford one computer but they are a bank with probably billions of pounds.
The stupid thing is that this is the third time since beginning of November Natwest have had problems and people cant access their money. I bank with Natwest and I remember bonfire weekend last November all debit cards were been declined in shops, on line shopping and atm machines. Account balances weren't updated either. That lasted 2 days. The other time was account balances weren't updated so wages etc were not showing in accounts but that only lasted a day.
It makes me wonder about the ability of the IT staff at Nat West.
wonder f they've tried the "IT Guys" at PC World...... Only £40 and they can't do any worse than the companies they've paid £Billions to......
I had an interesting encounter two weeks ago at a friends party. I was introduced to a Scottish guy who shall remain nameless. He's works in computing, but has a bit of history as a hacker and with everything that goes with that culture. He was enlightening me about different types of virus and what they can be designed to achieve. When we got on to the subject of banks and how they've caused so much trouble with the world economy. He told me about a project he's been working on called 'payback'! He went on to say that very soon there was going to be a cyber attack on the banking system! Now that may just be a strange coincidence, but he was very cagey and even after a few JDs he wouldn't really go into details.
So you will all be closing your Bank Accounts and working in cash then will you.....No ?...... Moving Banks ? No !....... too much hassle for you ?..........ah yes I didn't think so ! Unless you do either of the above then just stop whining !
I expect the cleaner will get the blame for unplugging the computer to clean the carpet
not any indication of compensation for account holders !! had the account holders defaulted on payments to THEM , of no excuse would have been acccepted only a charge £££ to us
Kate Woodhead Tulett
This comment has been removed for violations of our Terms and Conditions.
Kate Woodhead Tulett
Who in their right mind foes computer updates in bands during the week. Surely it's when nothing is active like at a weekend.... I suspect something fishy like having been hacked and millions has gone missing