RBS and Natwest customers suffer payments glitchCustomers left unable to make card payments

03 December 2013

RBS and Natwest card payment glitch

Royal Bank of Scotland (RBS) has apologised to customers after 'system issues' left RBS and NatWest customers unable to make payments last night. 

Customers were affected from around 6.30pm on Monday, one of the busiest online shopping days of the year, with issues with accessing online banking and mobile apps also reported. 

This time last year, technical issues left NatWest and RBS customers unable to access their bank accounts using mobile apps, while in July 2012 customers of NatWest faced two days of disruption after a hardware failure at one of the bank's technology centres prevented people from using their debit cards and accessing their accounts online.

Compensation for those affected

Today RBS say that the systems issues that affected customers last night have now been resolved, and all services are back working normally. It also promised to put things right for those left out of pocket as a result of the problems. 

Any customers still experiencing issues this time round are directed to get in touch with their bank by contacting its call centres or heading into a branch. NatWest customers can call on 0800 151 0404 or 03457 888 444, and RBS customers can call 0800 151 0405 or 03457 242 424. 

Consumers are bearing the brunt of bank failures

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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