NatWest and RBS customers hit by technical problems
Susan Allen from Natwest: “We’re working really hard to fix this”
21 June 2012 Last updated at 17:02
http://www.bbc.co.uk/news/business-18535060
A large number of NatWest customers, along with RBS and Ulster Bank account holders have been unable to access online services.
Technical issues also meant that some balances were not updated with overnight payments.
RBS apologised for the “unacceptable inconvenience” and said customers would not be left out of pocket.
The group kept more than 1,000 branches open until 19:00BST on Thursday to assist customers.
In an update on its website, Natwest said all account information had been updated by late afternoon, but some online services were still unavailable. It said it was working hard to fully resolve the situation as soon as possible.
The banking group confirmed that a number of business accounts had also been affected.
One small business owner told the BBC that the electronic system to pay staff was not working.
He said that while the bank’s business service centre had put a note on his account to allow him access to emergency cash, there were no communications within the bank as staff in his branch had no record of it and the note was having to be faxed over.
Many customers have taken to Twitter reporting that they have not been paid and expressing fears that the problem would not be fixed before the weekend.
NatWest has 7.5 million personal banking customers.
The bank did not say how many people had been affected across the group, but Ulster Bank, which along with NatWest is also part of the RBS group, said 100,000 of its customers had been affected by “a major technical issue”.
“We are working hard to minimise the impact and will ensure that those who are affected do not suffer any financial loss,” Ulster Bank said in a statement.
Apology
Bob Spearman from Petworth told the BBC his weekly tax credit payment had not been paid into his NatWest account.
“We, like many other low-income families live from week to week and the Child Tax Credit weekly payment is a lifeline on which we rely,” he said.
Customers have also reported problems accessing their online accounts for the past 24 hours.
A message posted from the NatWest Help Twitter account said: “This is an unacceptable inconvenience for our customers for which we apologise.”
A spokeswoman for UK Payments Council, which oversees payments strategy, said that the problem did not appear to have affected any other banks.
However, people expecting payments from individuals or businesses which banked with NatWest could encounter problems.
Last week, Royal Bank of Scotland and NatWest launched a mobile banking app to enable people to withdraw money from cash machines using their smartphone.
This marked the latest development in a long-predicted move towards the smartphone becoming a digital wallet.
Natwest statement in full
“This is a technical problem affecting a large number of NatWest and Ulster Bank customers, and a small number of RBS customers, including some of our business customers.
“It was caused by a failure of our systems to properly update customers’ balances overnight. The main problem customers are having is that where people have had money go into their accounts overnight, there may be a delay in it showing up on their balance. This is an unacceptable inconvenience for our customers, for which we apologise.
“We can assure our customers that this problem is strictly of a technical nature and will be fixed as soon as possible. We can also confirm that no customers will be permanently out of pocket as a result of this.
“We will be keeping over 1,000 NatWest branches in all major towns and cities open until 7pm tonight to assist customers who are unable to get to their branch during working hours.”
Oh how interesting that once again as trouble brews in the economy we see another so-called banking computer-glitch. Reminds me back to 2008/9 when these things were happening regular as banks purposely used this pathetic excuse to cover their backsides as things got tough. Now we are seeing this happening again and with others a couple of weeks ago etc. Just dump these banks entirely and do away with their nonsense. Interesting this happens the same day as Moody is about to announce UK bank downgrades huh? Notice how its always the end of the week that bad news gets announced?
-= The Unhived Mind
Spot on!
NatWest to open all weekend as problems persist
22 June 2012 Last updated at 16:46
http://www.bbc.co.uk/news/business-18547149
Vip Measuria, shop owner in Borrowash: “I can’t pay my staff”
Thousands of NatWest accounts are still affected by computer problems, leading the bank to take the unusual step of opening on Sunday for customers.
While it says the underlying computer failure has been resolved, there is still a massive backlog to deal with.
Overnight payments were still not appearing on balances, leaving some unable to access wages.
Some RBS and Ulster Bank accounts have also been affected, but NatWest says no one will be left out of pocket.
NatWest and Ulster Bank are part of the RBS group.
NatWest says more than 1,000 branches will be open until 19:00 BST on Friday. Branches normally open on Saturdays will extend opening until 18:00.
Saturday branches will also open on Sunday from 09:00 to midday.
NatWest, which opened 1,000 branches early at 08:00 on Friday, apologised for the “unacceptable inconvenience”.
Emergency cash may be made available as people are left out of pocket. Some have had to delay completing purchases of homes and others have reported concerns about getting money for the weekend.
In a statement on the NatWest website on Friday, the bank said: “We are continuing to experience technical issues with our systems.
“As a result, money credited to accounts overnight may not be appearing on balances today. This problem is strictly of a technical nature and we are working hard to fix it as soon as possible.
“Staff in our branches and at our call centres are ready and available to answer any questions. Staff in branches will also be able to assist impacted customers who need access to cash.”
The problem is understood to have arisen after staff tried to install a software update on RBS’s payment processing system, but ended up corrupting it.
The underlying technical issue has now been resolved, according to a source within RBS.
However, the inconvenience to customers is likely to continue as staff try to clear the backlog.
The weekend will provide a breathing space to update payments in and out of accounts, although there is no guarantee that everything will be back to normal by Monday.
Most of the payments which had been missed on Wednesday night have now been processed, but many of Thursday night’s payments have not got through. However, delays are worse at Ulster Bank.
Customers could still use cash machines as normal.
‘Cashflow issues’
One account manager from Hertfordshire told the BBC that she could not make payments to suppliers or staff as a result of the problems.
“It also does not help that this has happened at a time when we are all having to leave things to the last minute to pay, because cashflow is so tight,” she said.
“There are some people I should have paid and promised payment to on Wednesday. Not being able to honour those promises will have an impact on their cashflow too.”
NatWest has 7.5 million personal banking customers and said a large number had been affected. Ulster Bank said earlier that 100,000 of its customers had been affected.
Regulator ‘aware’
The Financial Ombudsman Service said that anyone affected should keep a record of how they were left out of pocket. Banks are obliged to return affected customers to the position they should have been in had the problem not occurred.
A spokeswoman for UK Payments Council, which oversees payments strategy, said that the problem did not appear to have affected any other banks.
However, people expecting payments from individuals or businesses which banked with NatWest could encounter problems.
The Financial Services Authority, which regulates the banks, said: “We are aware of the technical problems RBS-NatWest is having.
“They have kept us fully informed and are working hard to resolve the problem as quickly as possible. They are keeping customers updated through their website and have call centre and branch staff on hand to help with any queries.”
NatWest computer glitch ‘fixed but backlog remains’
Susan Allen, RBS Group: “This is our error and we will fix it”
23 June 2012 Last updated at 15:22
http://www.bbc.co.uk/news/business-18561426
The computer error that has affected thousands of NatWest customers has been fixed, a spokeswoman has said.
But the company, owned by the RBS group, is still working through a long backlog of accounts, she said.
The technical fault has disrupted payments to and from NatWest, RBS and Ulster Bank accounts since Thursday.
Branches at these banks are opening longer this weekend to help customers, who have reported unpaid salaries and rent payments not being processed.
More than 1,300 branches will stay open until 16:00 or 18:00 on Saturday and some will also open on Sunday.
Susan Allen, director of customer services at the RBS Group, said the underlying computer failure had been resolved but there was still a lot of accounts to update through the day.
“We’ve made it very clear that nobody would be out of pocket as a result of this error.
“So we deeply regret the inconvenience caused to our customers and customers of other banks, and if people can get in touch we will make sure that we fix this for them.”
Staff had worked through the night and there would be double the number of people staffing the phones, she said.
“For those customers affected, please call us, please come into our branches. We can help you, we can get money to you.
“Yesterday I organised to have some money go in a cab to one of our customers. We know this is terrible and we want to make sure we get money to as many people as possible.”
Some customers have had to delay completing purchases of homes and others reported concerns about getting money for the weekend, with overnight payments still not appearing on balances on Friday.
Debbie Morphus, in Mansfield, Nottinghamshire, said her daughter was on holiday in Majorca with two children but unable to withdraw any cash from her NatWest account.
“I can’t help her with any funds, as I also bank with NatWest and am in the same boat,” said Ms Morphus.
“They fly back on Tuesday but I don’t know what they’ll do until then. I think the customer service I got was disgusting and my daughter is quite upset.”
The computer problem is understood to have arisen after staff tried to install a software update on RBS’s payment processing system, but ended up corrupting it.
NatWest and Ulster Bank are part of the RBS group, but the problem has not been confined to customers of these banks, because other people whose transactions involve banks in this group have also been affected.
The Financial Ombudsman Service has said that anyone affected should keep a record of how they were financially disadvantaged.
Anyone unhappy with how their bank was responding to their concerns could make a complaint to them, a spokesman said.
Banks are obliged to return affected customers to the position they should have been in had the problem not occurred.
NatWest has 7.5 million personal banking customers and said a large number had been affected. Ulster Bank said earlier that 100,000 of its customers had been affected.
RBS boss blames software upgrade for account problems
25 June 2012 Last updated at 17:34
http://www.bbc.co.uk/news/business-18575932
The boss of RBS has confirmed that a software change was responsible for the widespread computer problems affecting millions of customers’ bank accounts.
“It shouldn’t have happened and we are very sorry,” Stephen Hester said.
The software upgrade failed last week, and although it was put right it caused the huge backlog of transactions that are still being sorted out.
He told the BBC the bank’s systems were working normally but it would take a few days for the backlog to be cleared.
The failed software upgrade meant that hundreds of thousands of customers failed to have money transferred either into or out of their accounts.
Mr Hester said: “There was a software change which didn’t go right and although that itself was put right quickly, there then was a big backlog of things that had to be reprocessed in sequence, which is why on Thursday and Friday customers experienced difficulty which we are well on the way to fixing.”
He declined to speculate about how much the fiasco might cost the bank.
Those customers affected:
Should be returned, as quickly as possible, to the position they would have been in if the fault had not occurred
Can apply for emergency cash at their branch if the failure has created serious financial difficulties
Will see overdraft fees waived or refunded if levied because balances have not been updated
If they have a current account with an RBS, NatWest or Mint credit card, can also withdraw up to an additional £100 over their limit on their card
Branches stay open, longer
Earlier RBS, which owns NatWest and Ulster Bank, said it was extending opening hours for 1,200 main branches all week to help clear a backlog of work.
Ulster Bank says its customers’ problems may not be fixed until Friday.
And some customers are still telling the BBC that their banking problems are continuing.
Ken Taylor in Watford runs a payroll business and has 1,000 contractors still waiting to be paid.
“The reputational damage to my business will be immense,” he said.
Dean Sneddon in Bolton says he cannot pay for goods or his staff.
“Our business has not only not received payments, but money that was in the account has disappeared,” he said.
Martin Reynolds from Birmingham is a disabled user of Ulster Bank.
He says he has been unable to do the online food shopping he relies upon.
“I am disabled, and rely on shopping online. To date, Asda have had to cancel my essential food order twice,” Mr Reynolds said.
‘Charges waived’
From Tuesday to Friday, some 1,200 main NatWest and RBS town and city branches will extend opening hours to between 08:00BST and 18:00 BST to assist customers.
Susan Allen, director of customer services at RBS, said she was “cautiously optimistic that RBS and NatWest customer account balances will be largely back to normal from Monday”.
The bank now faces reimbursing potentially millions of customers who have incurred extra costs because of the computer problem.
It stressed that no-one would be left out-of-pocket.
“We will automatically waive any overdraft fees or charges on current accounts,” Susan Allen said.
“This will be processed over the next few days,” she added.
How to complain
The bank says its own customers who have suffered financial losses should take their case to a local branch where managers will arrange to pay them back.
Claims are being judged case by case.
Examples of the costs the bank is expecting to bear are customers’ extra telephone calls and penalties for late payment of credit card bills.
Customers are advised to keep copies of any documentary evidence to back up their stories.
But a spokeswoman said “when we say no one will be out of pocket, we mean it.”
RBS has also promised to ensure credit agencies do not put a black mark on customers’ credit scores if, for instance, the bank failed to make a credit card payment on time.
The Payments Council, the banking body which includes representatives from all the major banks and building societies, has agreed to help non-RBS customers who have suffered knock-on effects.
It is understood that RBS has agreed to pick up the cost of restoring these customers to the position they would have been in had the computer failure not happened.
However there is no policy yet on whether or not anyone will be offered extra payments as compensation for inconvenience rather than quantifiable financial loss.
The bank has doubled the number of call centre staff to deal with problems and complaints and will reimburse customers for the cost of calling its 0845 helpline number.
NatWest and RBS customers face another weekend without money
Irate NatWest and RBS customers claim IT problem still not fixed, despite RBS claim that 99% of accounts now up to date
Lisa Bachelor
guardian.co.uk, Friday 29 June 2012 11.27 BST
http://www.guardian.co.uk/money/2012/jun/29/natwest-customers-without-money
Many NatWest customers claim their accounts are still dry – 10 days after the IT problem started. Photograph: Jonathan Utz/EPA
Hundreds of NatWest and Royal Bank of Scotland branches will open with extended hours for a second weekend to tackle the ongoing problems faced by what appears to be a large number of customers.
Ten days after the IT meltdown first left hundreds of thousands of people without access to their accounts, scores of irate NatWest and RBS customers claim they are still missing wages and other payments.
Royal Bank of Scotland continues to maintain it is almost back to normal, with 99% of customers’ accounts up to date. Yet the number of customers who have posted on Twitter and contacted the Guardian to say that they are still without money suggests the problems may be more widespread.
Matthew McLeod, a web designer from Nottingham, said: “Last Wednesday my employer paid me as normal but this was not in my account by last Friday, though all my bill payments had gone out.
“I bank with NatWest and so does my boss. On Monday he could see that all his payments had been returned. He printed out a statement and I took this into a branch and they gave me some money.
“Today, the same thing has happened. My boss paid the money out on Wednesday and it hasn’t shown up in my account. I am drawing money from my savings account to get by.”
Suffolk-based small business owner Daniel Cooper told the Guardian that far from being over, the problems at NatWest appear to have got worse.
“We have money going in daily from our credit card terminal. This money was delayed last Thursday and Friday and arrived later in the day. We have totally lost Monday’s money then received funds on Tuesday and Wednesday,” he said. “Now their system is not working again and credits made yesterday and Friday have disappeared.”
Countless others who face another Friday without a wage payment have taken to Twitter.
“Still no sign of my money as promised by #NatWest This really isn’t good enough. Tempted to invoice them for time spent trying to find it,” said Rachel.
“Day 9: still £1,200 poorer #Natwest,” said Daniel Kitcherside.
“No news on what has happened to my money and why debits have been taken out twice!! ” said Barrie DrewittBarlow.
The bank announced on Thursday that it would extend opening hours in branches over the weekend to deal with the ongoing complaints. More than 900 of its branches will be open on Saturday 30 June from 8am to 4pm.
As many as 100,000 customers at Ulster Bank, part of the RBS group, face an even longer wait for their money. RBS has said that these customers will not have access to their money until Monday 2 July at the earliest.
Susan Allen, RBS director of customer services, who appeared on a live web chat on the Guardian Money website earlier this week, told an Ulster Bank customer: “I appreciate your frustration that UB recovery is taking longer than RBS/NW. The problems with UB have been particularly stubborn but we are confident we can fully resolve the issues although unfortunately it will take a few more days.”