RBS to compensate users for latest IT glitch

3 December 2013

Hundreds of thousands of NatWest customers affected by the latest computer glitch at parent group Royal Bank of Scotland (RBS) are to be compensated for any loss.

In a statement issued on the morning of 3 December 2013, RBS said the "systems issues" that hit customers on 2 December had been resolved and all services were working normally.

It added: "We would like to apologise to our customers. If anyone has been left out of pocket as a result of these systems problems, we will put this right."

RBS, NatWest and Ulster Bank customers were unable to make online and card payments for around three hours from 6.30pm on 2 December.

It echoed the IT issues experienced by RBS in 2012, when the same customers were locked out of their online banking facilities for days. RBS appeared to handle that crisis well, swiftly moving to communicate with and reassure customers.

It worked - NatWest won the Moneywise Customer Service Award for Most Trusted Mainstream bank in June 2013.

But on Twitter, hundreds of users were still complaining about the glitch. Twitter user Michael McCulloch wrote: "£0.00 balance in my account... RBS got it wrong again... Thanks! Problems not sorted!"

Similarly Danielle McClurg wrote: "Not happy, card been declined and credits missing from two account!"

While Natasha Walls wrote: "I still can't get access to my account to using the app, when will this be resolved?

"Which? executive director, Richard Lloyd, said: “Yet again consumers are bearing the brunt of bank failures. RBS must explain why these IT glitches keep happening and assure customers that they are doing everything to prevent it in future.


“Banks’ IT systems are not fit for modern banking purposes, and it’s high time the Financial Conduct Authority took action. Unhappy customers should also remember it is now quicker and easier to switch banks so they can vote with their feet.”


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