Natwest technical errors fixed but backlog of errors remains

The technical problems that have affected thousands of NatWest customers has now been fixed and staff are working to clear the backlog of unprocessed transaction, according to a Royal Bank of Scotland (RBS) spokeswoman.

The technical problem was caused by an error in the installation of a software update on RBS’s payment processing system, which ended up corrupting the system. This meant 12 million customers were unable to access funds from their accounts.

The technical fault has meant payments both to and from many NatWest, Ulster and some RBS bank accounts have not gone through causing some customers to be unable to withdraw cash or honour payments due to go out of their bank accounts.

In a few instances some customers have experienced delays in completing the purchase of homes.

The bank has said that no customers will be permanently out of pocket as a result of any charges incurred because of the problems.

According to the Financial Ombudsman Service the banks have a duty to put customers back into the position they were in before the system error occurred but are not liable to provide extra compensation.

Customers should check to see if any payments they were due to make have bounced and if there are any problems they need to let their bank know as soon as possible
Around 1,300 NatWest branches will stay open until 4pm or 6pm on Saturday and some will also open on Sunday.

Susan Allen, director of customer services at the RBS Group, said: “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.

"For those customers affected, please call us, please come into our branches. We can help you, we can get money to you.”

NatWest said it is working extended hours over the weekend to clear the backlog of transactions but that this will not be completed until at least Monday.

A statement on NatWest’s website said: "We would like to apologise to all of our customers who have been affected by our current technical issues.

"We appreciate that this has caused an unacceptable level of inconvenience, and we are working around the clock to fix this." 

Image courtesy of Jonathan Mitchell - photoshelter.com

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