Stephen Hester told the BBC: "I think it is inappropriate for me to have a bonus this year. We have let our customers down.
"That may have arisen from old systems and things that were from before my time, but I think we could reasonably have been expected to have improved things since then and clearly we didn't improve them enough.
"So it wouldn't cross my mind to have a bonus this year."
The bank said "We appreciate the patience that has been displayed".... let me inform them, that patience has run out.
The chief executive of NatWest's owner RBS, has said that "a corner has been turned" as it deals with the fallout of an IT meltdown.
NatWest customers faced further chaos today almost a week after the bank's computer glitch. But what should you do if you're affected?