Financial News
- 22 June 2012, 18:25
Bank Admits Glitch Will Continue 'Until Monday'
RBS Group has told Sky News that the technical glitch affecting NatWest and RBS accounts will not be resolved until Monday at the earliest.
As a result, the banks plan on opening branches for an extended period on Saturday and also on Sunday.
NatWest said: "Over 1,000 of our branches will be open until 7pm tonight to help customers with enquiries or who need access to their cash.
"In addition, our branches open on Saturday will extend working hours to 6pm, and these branches will also be open this Sunday from 9am to 12pm."
Susan Allen, Director of Operations at RBS Group told Sky News that the problem was sparked by a software failure.
"We know that a system outage on Tuesday caused this backlog," the bank said in a statement.
"While that outage has been resolved, the backlog itself is now the problem and RBS is working around the clock to resolve this."
The glitch is believed to have affected online balance facilities and credit updates into the accounts of up to 12 million customers at NatWest.
On Friday morning RBS Group tweeted: "Unfortunately we are once again experiencing technical issues with our systems and account balances have not updated properly overnight.
"This means where money has gone into a customers' account, there may be a delay in it appearing on their balance."
"We also recognise this is an unacceptable inconvenience for which we apologise."
NatWest said that no customers "would be left out of pocket because of the technical problems we have experienced" and encouraged account holders to contact customer services.
Nicola Lindsay, 40, told Sky News: "I'm absolutely disgusted with NatWest customer service as they told me branches in Manchester city centre would be open early.
"I got the bus in to find none of them open and it was absolutely teeming down.
"I contacted customer services again and after 15 minutes of waiting on hold, I was told they didn't know which branches would be open.
"The staff in the branch were very helpful but I am now worried about what will happen to my mortgage payment next week."
On Thursday afternoon, RBS expected the fault to be fixed within two hours but later hinted that the problem could continue for an extended period.
Announcing the decision to extend branch hours, it tweeted: "This is to give our customers who need access to cash in advance of the weekend."
what do you think?
Karen Shaw
totally agree with 1st post! Here Here! My husband hasn't had his salary paid into his accout, his employers account is with Nat West and our account is with RBS, so we got a double hit! Makes my blood bloil that every time there is a problem with the banking syustem it is the hard woking ordinary people of this country that bear the brunt of it. Whether this be bailing a bank out with "our" taxes down to not being able to get our hands on our own money due to a "glitch", its high time banks were made accountable to the general public.
Julie Cattell
Ok, I'm a little confused here...why have they opened early for customers - who have on-line banking difficulties - to get cash out ahead of the weekend?...when you wouldn't get 'cash' out on-line anyway! more money wasted as they pay staff for the extra hours worked.
Emma Scott
The problem has been that balances aren't updating to accounts at all (not just on line). Money that was paid into accounts is not being registered so can't draw against it.
Valerie Wood
I agree with all the postings - my partner can't get any money out and we need the cash NOW to live
James Ariss
My firm has lucky offered us cash if we need it for food or fuel but not bills saying that natwest would give us any charges back at some point
Davefly Theuniuonflagbrown
Now I may be an old synic but somthing is niggling me about this. On the 21st last month the RBS system went down and Tesco's credit cards would no longer work. Now one month on Nat West and RBS have a system crash. Was this just chance or has some one had a very sucsesfull ciber attack on the banking system. I supose that if there was an attack they would not admit it............ Just a thought..........
Stephen Davies
Im not even a natwest customer my employer banks with natwest so i have not been paid so what can i do my employer doesnt care he says he cant help so im up the creek with no paddle
Adrian Wagstaff
My first rule of computer security is, do NOT believe ANYONE. That means anybody whatsoever, anywhere.
Ekki Bumscatz
What a completely useless and unrelated comment
TIM x
Disgusted. Worked my rear off all last week and was expecting a decent pay packet this week and you get nothing. Had to use my savings to pay bills.
Alan Davie
Nat West use the RBS IT platform so it is RBS fault. They said it was better than the Nat West platform and said to be proven. Yes proven like the name of thier Chief Complaince Officer i.e. Crap as in Nathan Crapp! Another example of Scottish incompetence - off with Goodwins head.
m_v_bridgman
It's a joke. They are supposed to look after my money. Surley it is against my human rights that I can not choose to avoid banks? I have to have an account if I want to get paid. Not on.
Michael Hawkins
And how much do you pay to the banks for looking after your money ?
m_v_bridgman
I don't pay, and Its a good job, because I do not choose to use them, I have to use them. That is wrong. I have no choice. I would not if I could choose not to.
IAN H
Be quiet all of you right now.... These days you have online banking , cash machines and phone apps.... In days in the not so distant past you would have to take time out and visit the branch to do any small thing....the systems crash for a couple of days so you are inconvenienced a little bit....they were still cashing money for anyone up to £300 with a card no questions asked..... get a reality grip you whinging lazy so and so's
m_v_bridgman
Don't you dare tell me to be quiet. Just who do you think you are? I don't live then, I live now. And if they promise to deliver a service it should be flawless. If I make a mistake, they charge me. They made a mistake, which has cost me money in taxi fares, which they won't pay me back... No morals.
Lisa Mcpherson
I dont bank with natwest i bank with rbs yeah they are all linked together dont see rbs giving me any cash for the problems there causing me, to but food on the table and nappies for my kids.
IAN H
You pay for thye NHS so I suppose you expect them to save your life everytime....your comments are both ignorant and 1pp percent flawed. You do not need to use a bank at all . i know people who don;t you are just lazy
Emma Scott
I get my money into my bank every Thursday - the cut off day for paying and securing a place for childcare for the following week. I travel 4 hours a day for work so the opening times of the bank did not help me. I now cannot work next week due to no childcare places available. I would not say this was a little inconvinience. This affects my colleagues who will have to work harder to make up for my absence and my following wages which will be short. There must be hundreds/thousands of people in similar positions which is just not on.
Michael Hawkins
If it takes this time to sort out a slight glitch Heaven help the customers if the have a major problem
m_v_bridgman
There should be no glitch. And if there is there should be a backup. It is unacceptable that banks can rip people off for fun, but then just say "oops" when they stuff up.
IAN H
m_v_bridgman lives in a perfect world where nobody makes mistakes and nothing breaks down ...... m_v_bridgman lives now not then so the medical advances to help cure cancer are meaningless as people still die of the disease. It must be great in Cloud Cuckoo Land !!!
Charles Korszewski
oh go on lets bail them out again what a joke our banking system is
David Wragg
What a nightmare! I really feel for the people who are suffering as we really do rely so much on the banks. I hope that once this is sorted out, those of you who have been not simply incovenienced but suffered losses and penalties when paying your bills are fully compensated. If not, try the Financial Ombudsman, or a class action. The banks really should have a back up system that is updated several times daily.
Michael Hawkins
I really feel for the people who are suffering - why should people be suffering The bank has increased it opening hour to compensate I am of the age that I can remember banks before cash machines and credit cards - if you wanted cash you had to go to the branch between 9.00 & 3.30 or pay by check I have been able to use my cash card as normal in retail units Are people to lazy to get off their backsides and got to the branch for once - a minor inconvenience, or are the too busy watching Jeremy Kyle
Eric Coster
Please note, you cannot now accesss their on-line website, lets go back back and do things slow and right!
Eric Coster
Please note, the on-line website is now off-line!
Michael Hawkins
Nicola Lindsay, 40, told Sky News: "I'm absolutely disgusted with NatWest customer service as they told me branches in Manchester city centre would be open early. "I got the bus in to find none of them open and it was absolutely teeming down. "I contacted customer services again and after 15 minutes of waiting on hold, I was told they didn't know which branches would be open. "The staff in the branch were very helpful but I am now worried about what will happen to my mortgage payment next week." IF YOU ARE THAT WORRIED LUV, GET THE CASH OUT AND TAKE IT TO YOUR MORTGAGE LENDER OR PHONE THE BANK ON THE DUE DATE AND ASK IF HAS GONE OUT - IN THE WORDS OF THE MERCATS - SIMPLE ARE PEOPLE TRULY THIS STUPID
Russell Beaumont
Its only a minor cash flow problem due to a technical glitch one of their printing presses broke down
lisa owen
8:37am on 22/6/2012
it does not help myself or my collegues whose pay has not gone in and we rely on it on a week to week basis. Are Nat West going to put food in the cupboards for my kids because i can't go and do my weekly food shop, No, didn't think so
Emma Allum
11:47am on 22/6/2012
Likewise, my partner went into a branch to try and withdraw money over the counter, and they said, ' We can't give anything as there is no proof of payment going in.' Oh ok. That's fine then. The car can fill itself with fuel.
Ekki Bumscatz
2:05pm on 22/6/2012
In reply to the sarcastic comments from Lisa and Emma (and plenty of others on news websites): If you can provide a pay slip they can then compare that with the regular activity on your account and give you the cash in store. So no, you aren't completely stranded.
m_v_bridgman
4:16pm on 22/6/2012
This comment has been removed for violations of our Terms and Conditions.
lisa owen
4:24pm on 22/6/2012
Dear Mr Bumscatz, I do not bank with Nat West, the Company I work for do. MY bank is not opening late and as my working hours do not permit me to go during THEIR opening times, I cannot get my money
m_v_bridgman
4:48pm on 22/6/2012
This comment has been removed for violations of our Terms and Conditions.