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  1. #1
    Respected alanjg007's Avatar
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    NatWest+RBS computer glitch 'fixed but backlog remains'

    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.
    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.


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  3. #2
    veteran Spinifex's Avatar
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    Re: NatWest+RBS computer glitch 'fixed but backlog remains'

    i was thinking, what if you had a payday loan and they go to debit your account and they charge immedaitly ?20 for a failed payment and then usually they try again that same day and that would also fail?

    are you telling me that writing to the FOS with a complaint with a loan outstanding accruing charges + intrest that itll all get sorted out and id be refunded the fees?
    cant see it meself tbh.

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    Respected alanjg007's Avatar
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    Re: NatWest+RBS computer glitch 'fixed but backlog remains'

    Hidden Content Originally Posted by Spinifex Hidden Content
    i was thinking, what if you had a payday loan and they go to debit your account and they charge immedaitly ?20 for a failed payment and then usually they try again that same day and that would also fail?

    are you telling me that writing to the FOS with a complaint with a loan outstanding accruing charges + intrest that itll all get sorted out and id be refunded the fees?
    cant see it meself tbh.
    Well if my wages arnt in on monday then i'll be able to tell you if they payout the charges or not Hidden Content
    "Every normal man must be tempted at times to spit upon his hands, hoist the black flag, and begin slitting throats." -- H.L. Mencken

    "The more I learn about people, the more I like my dog" - Carl Jung

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    Respected alanjg007's Avatar
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    Re: NatWest+RBS computer glitch 'fixed but backlog remains'

    Really?

    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 have doubled the usual number of staff in our call centres, and for the first time ever we will open 1,200 branches across the country on a Sunday from 9am to 12pm.
    Once again I am very sorry for the inconvenience.
    "Every normal man must be tempted at times to spit upon his hands, hoist the black flag, and begin slitting throats." -- H.L. Mencken

    "The more I learn about people, the more I like my dog" - Carl Jung

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    Re: NatWest+RBS computer glitch 'fixed but backlog remains'

    its shocking my sister did not get payed her wages because of this problem its causing alot of problems for people

  8. #6
    Elite Member Diablo13's Avatar
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    Re: NatWest+RBS computer glitch 'fixed but backlog remains'

    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.

    Now if only they could be this helpful to their customers on a day to day basis! Hidden Content
    That would be the kind of bank I would like to use! Hidden Content

    I must admit I was starting to put their server problems down to the MPAA or RIAA, shutting down the banks servers, for uploading and downloading account details and sharing transactions they had not previously approved! Hidden Content Hidden Content

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    Re: NatWest+RBS computer glitch 'fixed but backlog remains'

    at the mo your allowed to goto an atm and draw out ?100 and not get charged?

    Current account customers who have an RBS, NatWest or Mint credit card can also withdraw up to an additional ?100 over their limit on their card. Any charges for doing so will be automatically waived or refunded
    Cash withdrawals on these cards will also see cash advance fees and one month's worth of interest on the transaction waived or refunded.
    fact: if you had direct debits and they bounced or standing orders the fees will be cancelled but i presume youll have to call the fookers up to sort it Hidden Content

  10. #8
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    Re: NatWest+RBS computer glitch 'fixed but backlog remains'

    This is what happens when buisiness critical systems are outsourced !

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