RBS branches to open early after IT problems

More than 1,000 NatWest and RBS branches will open early on Wednesday after a glitch left customers unable to use credit and debit cards for three hours on Monday evening.

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  1. Richard Edgar

Ex-RBS employee: Culture of fear halted IT upgrades

The problem for RBS - and frankly most of the other big banks - is that it has been under investing for years in the IT infrastructure. These are the back room computers that make all this work normally.

In fact, a lot of the systems date back to the 1980s or 1990s and one former RBS IT executive described to me a "culture of fear" within the teams there. They don't want to touch these systems because often when they do, they break.

RBS says it is tackling the IT problems, it's investing an extra £450m but with this latest collapse happening just as the Christmas spending really begins to gear up, they might be wishing they out that money in some time ago.

Customer compensation claims considered on merit

RBS Group - which represents RBS and NatWest - has said cases of customers being "out of pocket" due to the recent card payment problems will be considered on an individual basis.

Customers are asked to call their bank or visit a branch to discuss the matter with staff.

A spokesman for RBS said: "We are committed to putting this right."

  • NatWest customers should call: 0800 151 0404
  • RBS customers should call: 0800 151 0405

RBS boss: Computer system failure 'unacceptable'

The chief executive of RBS has admitted last night's situation where customers found themselves unable to pay at tills and unable to access online banking as "unacceptable" and has blamed decades of failure "to invest properly in its systems":

Last night's systems failure was unacceptable.

Yesterday was a busy shopping day and far too many of our customers were let down, unable to make purchases and withdraw cash.

For decades, RBS failed to invest properly in its systems.

We need to put our customers' needs at the centre of all we do.

It will take time, but we are investing heavily in building IT systems our customers can rely on.

I'm sorry for the inconvenience we caused our customers. We know we have to do better.

– RBS Chief executive Ross McEwan

RBS to compensate customers 'out of pocket'

RBS has said it is to compensate customers left "out of pocket" from the recent card payment failures. NatWest, RBS and Ulster Bank customers were left unable to use their bank cards for three hours yesterday. The banks say the matter is now resolved.


Customers left 'red-faced' after card payment failures

Customers of NatWest, RBS and Ulster Bank have been sharing their experiences on the ITV News Facebook page after services at the banks went down for several hours yesterday, leaving customers unable to use their credit and debit cards.

Denise Paton wrote: "Unable to get money out to buy electric and it will run out by the morning so praying they fix the problem asap because I'm electric only, so need it for everything."

Libby Field wrote: With any luck Tesco will keep hold of my shopping till they sort out their issues. I was left red faced at the tills and had Christmas presents in there for my daughter."

Gee Mix wrote: "I had some voucher codes for a discount on a few things and cannot pay online! It is going to end up that I'm going to miss out on saving money and may not be able to afford gifts now that I wanted for Xmas! Thanks NatWest.

RBS customers experiencing issues urged to call

RBS customers still experiencing problems with their accounts this morning are urged to call the bank. Yesterday customers were left unable to use their credit and debit cards for three hours. The bank says the problems are now resolved.

RBS: Card services 'now back working normally'

RBS has insisted "all of our services are now back working" after customers were unable to use their debit or credit cards:

RBS: We will put it right if customers out of pocket

We are very sorry for the system issues that affected our customers this evening. Our customers are reporting that services are coming back on line. We will confirm when all systems have returned to normal service.

If customers have been left out of pocket as a result of these system problems, we will put this right.

If any customer is unable to resolve an issue caused by the disruption, they should get in touch with our call centres or come into a branch in the morning where our staff will be ready to help.

– RBS spokeswoman
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