John Stokdyk
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Anyone affected by NatWest/RBS service problems

Anyone affected by NatWest/RBS service problems

I woke up this morning to learn from the BBC that last week’s technical hitch was still affecting customers of NatWest, RBS and the Bank of Ulster.

The latest report says that the problem was caused by a software upgrade, and that bank branches opened over the weekend to try to clear the backlog.

I’m preparing a short article for AccountingWEB on the topic and am interested to know if many members have been affected, and how.


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25th Jun 2012 16:43

The main problem has been not being able to see (and therefore confirm to custimers) that their payments had arrived in our accounts - this meant having to put on hold recovery action and also not being able to make payments via online banking.


Not as bad as the branches however - Friday saw old ladies crying their eyes out because they could not withdraw their pensions and one single mum going bananas because she oculd not access her money to facilitate a top up of her prepay gas and electric meter.


Not impressive - but doesn't it go to show just how much we as a society have come to rely upon computer networks and automation?

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25th Jun 2012 17:51

We've only had problems with incoming payments

Yes. As Justine Laws says above, we've also had problems with the Isle of Man bank which is a subsidiary of Nat West / RBS.

Balances have not been updated since the end of last week (Thursday / Friday) sometime, so we can't see incoming receipts / outgoing payments.

We have the facility to make outgoing bill payments electronically, but no way of determining when these will be executed, so I've taken the rather outdated approach of paying the electricity bill by cheque this morning. I can't remember the last time I wrote a cheque.

All a bit pathetic in this day-and-age and Royal Bank of Scotland should be ashamed of themselves for allowing such a situation to arise.

My biggest concern is that when we get the systems up and running there will be payment disputes over transactions. If a client says they sent a payment and it isn't shown how can we prove this? The client could easily say that they've made a payment and we've not processed it correctly, essentially getting free credit.

Hopefully, I am worrying over nothing though.

In my Service Messages, we had the following announcement from Stephen Hester:


Message to Customers from Stephen Hester RBS Group Chief Executive

The problems of the past few days have caused disruption and inconvenience for our customers as well as for many customers of other banks.

I am very sorry for the difficulties people are experiencing. 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.

I also want to be clear that where our customers are facing hardship or difficulty we can and will help them. Our staff have already helped thousands of customers to access cash and we will continue to provide this service on a 24 hour basis while we work to resolve the problems.

I also want to reassure customers that no one will be left permanently out of pocket as a result of this, and again, they should contact us directly about this.

We recognise this has caused an unacceptable level of inconvenience, and to help you, we will extend opening hours of some of our branches on Monday 25 June until 7pm, and on Tuesday 26th June to Friday 29th June from 8.30am to 6pm.

Once again I am very sorry for the inconvenience.

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By gilbob
25th Jun 2012 18:59

The app worked for me...

Although I was unable to initiate any on-line payments over the weekend I was able to action them using the app on my iPhone. Surprisingly the bods on the NatWest on-line helpdesk did not know this was possible. It saved me a trip to the nearest branch on Saturday which is what the helpdesk were recomending!

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25th Jun 2012 22:10

Not Me

but did you notice AWEB on the screen of a contributor on the BBC 10 oclock news?

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By refs8
26th Jun 2012 21:32

Standing order paid late.

Standing order paid late. Interest free period ended on my credit card and charged full interest and a late filing fee. Barclaycard very efficient and refunded without hesitation but hassle !

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