Message to Customers from Stephen Hester RBS Group Chief Executive
Update 24th June
Branches open Sunday 24th June 2012
23rd June 2012
The problems of the past few days have caused disruption and inconvenience for our customers as well as for many customers of other banks.
I am very sorry for the difficulties people are experiencing. Our customers rely on us day in and day out to get things right, and on this occasion we have let them down. This should not have happened.
Right now my top priority, and the priority of the entire RBS Group, is to fix these problems and put things right for our customers.
This is taking time, but I want to reassure people that we are working around the clock to resolve these problems as quickly as we are able.
I also want to be clear that where our customers are facing hardship or difficulty we can and will help them. Our staff have already helped thousands of customers to access cash and we will continue to provide this service on a 24 hour basis while we work to resolve the problems.
I also want to reassure customers that no one will be left permanently out of pocket as a result of this, and again, they should contact us directly about this.
We have double the usual number of staff in our call centres, and for the first time ever we will open 1,200 branches across the country on a Sunday from 9am to 12pm.
Once again I am very sorry for the inconvenience.
Stephen Hester, RBS Group Chief Executive
Further information
For further information and contact numbers please visit our customer websites:
- natwest.com
- rbs.co.uk
- ulsterbank.com
Find your nearest branch or ATM
- NatWest branch and ATM locator
- RBS branch and ATM locator
- Ulster Bank branch locator
Previous news messages and comments on this topic
- Response to techncial problem (21st June 2012)
- Update on technical problems (22nd June 2012)
- Important information for our customers (23rd June 2012)
- Update on technical issues, Susan Allen, Director of Customer Services, RBS Group (24th June 2012)
- Update on technical issues: 1200 branches opening late 25th to 29th June (25th June 2012)
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60 comments
Gross bad manners!
I ASK before I change, I don't just TELL.
I don't send communications without an identical - Email to Email - means of response.
And yes, I'm an old fogey: the hard copy you are arrogantly about to change is four months short of its fortieth anniversary, and I had RBS accounts long before this one.
I ASK before I change, I don't just TELL.
I don't send communications without an identical - Email to Email - means of response.
And yes, I'm an old fogey: the hard copy you are arrogantly about to change is four months short of its fortieth anniversary, and I had RBS accounts long before this one.
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Natwest have used this as an excuse not to speak to us or negotiate about our mortgage . We are catching up on the capital arrears, yet continued the interest payments. . We have not been able to talk to us from June 14th to July 22nd now they just say its in the hands of their solicitors. Are they after good property as a way a bolstering their capital balance?
has anyone else had this treatment ?
has anyone else had this treatment ?
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received bank charges (returned item) for the mistake you made by taking 2 payments for 1 RBS car loan. Told this would be refunded on date bank charges taken, not the case. Upon phoning was read the riot act about having funds in my account............I did!! RBS took and returned the item as they shouldn't have taken it in the first place.
What a joke. No further forward. Maybe you need to ensure your staff know how they should be handling this and you should be taking a leaf out of 02's customer service standards and compensating your valued customers.
What a joke. No further forward. Maybe you need to ensure your staff know how they should be handling this and you should be taking a leaf out of 02's customer service standards and compensating your valued customers.
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No explaination forthcoming from RBS group on why Ulster bank customers were left waiting 3 weeks after RBS/Natwest/IoM Bank customers to get the issue sorted out.
Why does RBS group deem this to be acceptable? Sure the masses in Britain have their accounts up and running in a week (still not great, but at least it's not 4) yet Ulster bank customers in NI and ROI have to endure an additional 3 weeks of no account availability, inaccurate details, inability to pay staff/suppliers, delayed payments etc.
Come on RBS Group, what about an explaination?
Why does RBS group deem this to be acceptable? Sure the masses in Britain have their accounts up and running in a week (still not great, but at least it's not 4) yet Ulster bank customers in NI and ROI have to endure an additional 3 weeks of no account availability, inaccurate details, inability to pay staff/suppliers, delayed payments etc.
Come on RBS Group, what about an explaination?
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Still NOTHING form RBS as to why Ulster Bank took an additional 3 weeks after RBS/natwest to get the issue somewhat sorted out.
This is an absolute disgrace. Why is it deemed to be acceptable to RBS group to make the Ulster bank customers wait much longer than RBS, Natwest and IoM bank?
Please reply as this lack of information is beyond a joke.
This is an absolute disgrace. Why is it deemed to be acceptable to RBS group to make the Ulster bank customers wait much longer than RBS, Natwest and IoM bank?
Please reply as this lack of information is beyond a joke.
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I had not realized so many people live hand to mouth - does the Government have to do something about the obvious poverty among RBS customers.
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I wish to segister my disgust at the treatment of Ulster Bank Customers as a result of this IT crisis.
The bland ststements by Stephen Hester and Jim Brown give no information at all and the latest information update leaves customers with the prospect of waiting another week for the matter to be resolved.
In the meantime we have no updates to our accounts, salaries are not being credited to our accounts, Direct Debits are not being paid, and if I do as I was told to do today - use the ATM for details of updates, they are non existent.
Customers are spending time in long queues just to draw their own money.
Why have Natwest and RBS customers accounts been sorted while Ulster Bank customers have been hung out to dry?
The Ulster Bank motto is "Help for what matters". It needs to be changed to "No help at all".
I will be seriously considering whether the RBS group should have my custom in the future.
The bland ststements by Stephen Hester and Jim Brown give no information at all and the latest information update leaves customers with the prospect of waiting another week for the matter to be resolved.
In the meantime we have no updates to our accounts, salaries are not being credited to our accounts, Direct Debits are not being paid, and if I do as I was told to do today - use the ATM for details of updates, they are non existent.
Customers are spending time in long queues just to draw their own money.
Why have Natwest and RBS customers accounts been sorted while Ulster Bank customers have been hung out to dry?
The Ulster Bank motto is "Help for what matters". It needs to be changed to "No help at all".
I will be seriously considering whether the RBS group should have my custom in the future.
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I am fuming that this has gone on for so long I have just recently moved and have bills to pay. This is totally unacceptable they say that there here to help and the only help they have done is extend there opening times meaning that we as customers have to go in to their branches to withdraw funds my local branch is 14 miles away and there is no way i can get to a branch before they close as i work late hours. Were is the justice in that I think we should all deserve some tax free allowance for free as they have cocked up bigtime!!!!
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Stpehen hester issued a statement quote "
"I also want to be clear that where our customers are facing hardship or difficulty we can and will help them"
"no one will be left permanently out of pocket as a result of this" What nonsense. Customers are still being punished by the banks negligence. Jobs on the line for some
"I also want to be clear that where our customers are facing hardship or difficulty we can and will help them"
"no one will be left permanently out of pocket as a result of this" What nonsense. Customers are still being punished by the banks negligence. Jobs on the line for some
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Late night opening of your banks do not solve the issues for all the many non customers who rely on their wages being paid into their accounts on time. get a grip on reality and sort this mess out... Pronto
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please tell me is the halifax part of the royal bank of scotland as i am unable to pay anything from my account even though the funds are there.
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All of these messages appear to be primarily directed at retail customers - nothing has been done to help business customers who are trying to pay suppliers and work out which of their own customers have paid their bills so we can supply goods/services. Perhaps we are supposed to adopt the same cavalier approach to customer service that RBS applies. HSBC here we come.
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I have noticed that nobody has had a reply to their comments. That is shameful on the Bank.
If it is true that most of the IT staff jobs have been cut then I am not surprised that this has happened. They cannot spend the money on IT staff or up to date systems but can still afford the big bonus to staff who are already on big wages. I bet your average cashier/telephone banking staff dont get any bonus, but they get the stick when it all goes wrong.
If it is true that most of the IT staff jobs have been cut then I am not surprised that this has happened. They cannot spend the money on IT staff or up to date systems but can still afford the big bonus to staff who are already on big wages. I bet your average cashier/telephone banking staff dont get any bonus, but they get the stick when it all goes wrong.
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So you receive a huge salary because we have to pay for the best - well you aren't
As an ex technical and support director for a major organisation such issues should not arise if you have a robust and well managed environment.
You've had my business for 30 years - you'll lose it as soon as I'm confident you won't screw it all up.
As an ex technical and support director for a major organisation such issues should not arise if you have a robust and well managed environment.
You've had my business for 30 years - you'll lose it as soon as I'm confident you won't screw it all up.
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As my money is somewhere within RBS and I can do nothing about it until this debacle gets sorted out, I have a few underlying questions. This technical patch: Details have been somewhat sketchy. Why? Is this an RBS patch or a 3rd party Operating System Patch that has caused this? If a 3rd party, are they going to be compensating this back rather than have the tax payer cough up for it? And what is not to prevent this from happening in other banks or businesses?
And equally importantly. Where was the contingency in all of this? Should there not have been a ghost server on hand to kick in once this issue was discovered? There appears to me to be a lot of people getting paid (what is tax payers money now) for doing a job that they have clearly failed to do. And we are now well into day 5. A total disgrace?
And equally importantly. Where was the contingency in all of this? Should there not have been a ghost server on hand to kick in once this issue was discovered? There appears to me to be a lot of people getting paid (what is tax payers money now) for doing a job that they have clearly failed to do. And we are now well into day 5. A total disgrace?
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13:20 Mon 25 June. My account still shows no transactions after 11 June.
Are you now reviewing the wisdom of outsourcing functions that are vital to customer services? It's not a new discovery that core items must be kept in house, or survival of the business is risked. Incompetence of this order must not be rewarded.
Are you now reviewing the wisdom of outsourcing functions that are vital to customer services? It's not a new discovery that core items must be kept in house, or survival of the business is risked. Incompetence of this order must not be rewarded.
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my wages and child benifit still not in my account now miss about 700 and all they can say is hopefully will be sorted by close of business today same message as friday. Doesnt help having branches open later if I havent got enough in my account to cover d/d including rent.
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My husbands wages have not been paid from rbs to santander. We should have received it on Friday from rbs but nothing has come through. We are now incurring charges from our current a/c with santander. What do we do from here?
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my money comes from RBS STILL NO MONEY IN MY HSBS WHAT MUST I DO NEAT TO EAT
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Shocking how a company of this size can lay the blame on IT .
I know if I am late with payments I am instantly penalised with charges as a matter of course.
Surely RBS should be subjected to a penalty for this disgraceful situation, and moreover, the way they are dealing with it. I hope some goverment body challenges the RBS situation and duly imposes this on them, Meanwhile , the customer gets the raw deal, shocking.
I know if I am late with payments I am instantly penalised with charges as a matter of course.
Surely RBS should be subjected to a penalty for this disgraceful situation, and moreover, the way they are dealing with it. I hope some goverment body challenges the RBS situation and duly imposes this on them, Meanwhile , the customer gets the raw deal, shocking.
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Still no wages shown in my account , online web help useless, with a fluury of standard answers not addressing the problem.
I only have a debit account so I have no overdraft facility.
Does RBS grade their customers vis-a-vis their balance /income?
No solution given to help me , I cannot get any money from cash point and I have bills due today . Already I have a loan company phoning me at work over a rejected payment.
I asked for a temp o/d to let me pay bills , and was refused.
Why cant you support your customers better?
Shocking way to do business, seems I get more infor from the national news than from RBS.
Dont feel confident banking with RBS any more.
I only have a debit account so I have no overdraft facility.
Does RBS grade their customers vis-a-vis their balance /income?
No solution given to help me , I cannot get any money from cash point and I have bills due today . Already I have a loan company phoning me at work over a rejected payment.
I asked for a temp o/d to let me pay bills , and was refused.
Why cant you support your customers better?
Shocking way to do business, seems I get more infor from the national news than from RBS.
Dont feel confident banking with RBS any more.
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Im not bothered about the call , i am more concerned about my balance showing -329 and money due to go in tommorow that i wont be able to access ! U say ur gonna help so we will soon see cos right now my rent is unpaid and everything is bouncing !!!!!
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I still can't get through to anyone on the phone! Went into the branch and was basically fobbed off with "we are working through this" I understand that it wasn't her fault but surely the staff should be given all details? I am one of the lucky ones who already had money in my account from the week before which has been unaffected but for some people they were relying on their money being in the bank! My pay that should've went in on Friday showed up being in my account and now its been taken out, but no one seems to know when this will be rectified! Anyone know?
Thanks
Thanks
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As a customer waiting to receive a salary payment from Bankline your extra opening hours and service did not help myself or my staff access cash this weekend.
So what about us? HOw do you compensate for a lost celebration event?
So what about us? HOw do you compensate for a lost celebration event?
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When I make a mistake I am charged by yourselves therefore I will be invoicing RBS for my fees associated by this mistake
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I know I won't get an answer, but I'm going to ask anyway, as is my right.
Why did this occur?
What kind of "Corruption" is able to take out a production system with no ability to rollback? What kind of process allows this to happen, and persist across multiple days?
Surely the install was tested first, and snapshots taken before such a change?
I hope you take a personal level of responsibility in looking very hard at the IT side of this disaster, and you ensure processes are put in place, AND TESTED, so this kind of catastrophe does not occur again, and don't just drop the blame on the heads of some poor techs.
Many people have been left in serious distress, both account owners, and 3rd parties who had not been paid due to this. I am absolutely disgusted that this could even be a situation that is possible.
Why did this occur?
What kind of "Corruption" is able to take out a production system with no ability to rollback? What kind of process allows this to happen, and persist across multiple days?
Surely the install was tested first, and snapshots taken before such a change?
I hope you take a personal level of responsibility in looking very hard at the IT side of this disaster, and you ensure processes are put in place, AND TESTED, so this kind of catastrophe does not occur again, and don't just drop the blame on the heads of some poor techs.
Many people have been left in serious distress, both account owners, and 3rd parties who had not been paid due to this. I am absolutely disgusted that this could even be a situation that is possible.
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My balance is completely wrong, meaning I've had to get family to pay for my shopping today. Meant to be paid tomorrow but not holding my breath for that either. And, despite the staff offering, RBS Head Office told the Northampton branch NOT to open meaning that not one single branch in the entire county was open to help over the weekend! How is that helpful? All the Northampton staff were shipped off to Milton Keynes to help. Does no one in Northamptonshire need any help then?!!! Absolutely rubbish! You can shove your platitudes Mr Hester!!!
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my money was in my account on friday, transfered some into my other account which is still there, but im minus in the other...what???? shocking, big bank like rbs and this happens
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Lost 100 Saturday as I couldn't put any petrol in bike, and still havent been paid so can't get to work Monday as I am not a customer they say they can't help me. They rudely terminated the call mid sentence. It's becoming obvious that anyone effected who isnt a customer has no way of getting help from Natwest. I was advised by them to "just" go get a short term loan I thought this was completely inappropriate all I want is my hard earned wage from last week
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Shameful...how do I feed my family? My wages were due in on Friday 22nd. My boss banks with RBS and I'm with Bank of Scotland. They don't want to know. I've no access to money, no-one to help me. I'll need to walk to the other side of town for work tomorrow. Exactly what do you plan to do about this?? I don't believe they care - the apology is pathetic.
My work colleague went to an RBS branch this morning. Apparently the problem is NOT fixed. They are doing it in small stages to prevent it happening again...they have no idea what they are doing!!!!!!
Everyone deserves their wages. All these people who need money. I feel for everyone in my situation.
I will NEVER bank with you.
My work colleague went to an RBS branch this morning. Apparently the problem is NOT fixed. They are doing it in small stages to prevent it happening again...they have no idea what they are doing!!!!!!
Everyone deserves their wages. All these people who need money. I feel for everyone in my situation.
I will NEVER bank with you.
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This is completely unacceptable! With no money in my account, desite being paid on friday, how I'm I going to feed my children? I will be moving my account once this mess is sorted out!
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i am so angry about this as i have two small children too feed and i have absolutlyno money !
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We all should understand that this issue was an accidental and no one has expected. This was also a learning for us...
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My monthly salary was in my account on friday as it was meant to be, transferred some into my isa which is still there..then went to get some cash yesterday what should have been remaining in my c/a has gone and im showing overdrawn by over 500. shocking.
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What I think is the most horrifying in all this is the frailty of your IT systems - and the fact you won't tell us what caused the meltdown - something more than a "software glitch" obviously. An attack on the bank's IT systems? Falilure of a software update to separate RBS accounts being handed over to Santander? Or just a lousy system with incompetent IT staff? Why don't you tell us?
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My son got is wages paid in on Friday he then went to the bank yesterday to be told he has no money in his account
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I have been to 5 branches today and not one of them were open. These included 2 of the main city centre branches. Having queued on your customer service helpline three times and been cut off twice and once told that the problem would be rectified and I would have access to my money within 2 hours, I am still without money. It wouldn't have been a problem but I have been without hot water and heating because we use a prepayment gas meter, without access to money = no gas. With a baby it's not a great situation to be in. Far from happy with this service and being misinformed by members of the customer service helpline
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The money was in the account and then it was taken out. That is not the same as a technical hitch on the balances.
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why did you say that the Perth branch was open when it is not? The money was in the account and then it was taken out. That is not the same as a technical hitch on the balances.
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my wages went in the bank on friday 22/06/12 then came back out again inwhich i was unawre of until today sunday 24/06/12 and used my account which now means that i am overdrawn. does this mean i will have to pay bank charges? i will not be paying them though as i find this is not my fault. also when is this likely to be resolved as i have a house to keep and a baby on the way?do u want to pay my rent for me this month, unlikely???
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Disgusted with current situation. Salary in Friday started paying bills as visible on account. Sat changed to not showing any credits into account but still showing debits! Making me very overdrawn which clearly I'm not. How are we going to be compensated for inconvenience, embarrassment (had to borrow cash from family), numerous long phone calls to Rbs and other companies, stress, worry etc etc. apologies not hitting the mark as faceless and trite.
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You are saying the problems are fixed by my daughters and still cannot accesss our internet accounts.
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Are you going to repay the 12 standing charge you are charging customers with Royalties accounts like myself, we are paying for a service we are not getting, I think as a good will gesture, the charge for June should be re-imbursed to our accounts. God only knows what will happen when you switch accounts like mine to Nat West....Unhappy long time customer, David Chatel.
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i am a santander customer but my company pays wages through and rbs account,my wages were proccesed and due to be in my santander acc on 22/6/12 i have not recived this and have missed payments and have been left experiencing extreme hardship as a result. santander have advised me to contact you to resolve this?
i look forward to your swift response
kind regards
scott young
i look forward to your swift response
kind regards
scott young
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Ok, I've found the information on the RBS.co.uk web site, but I think it's serious enough to warrant a place on the home page, not buried down a level.
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Mr Hester, I don't think the information being provided to customers is very good. I am an RBS customer, everything was fine with my account yesterday, so, according to all the news reports I was assuming it was a NatWest problem . However I have just discovered it is now affecting my RBS account, however you have absolutely no information on the RBS web site, I have had to visit the NatWest site for information. I don't think that's very good, do you?
Can you answer this one question, I have some cash so don't have to add to the workload of the frontline staff (at the moment). Can you assure me that if I sit back and hold my breath for the next few days everything will resolve itself, and my money will appear in my account? Or do I need to go to a branch to alert them that my money is missing?
Can you answer this one question, I have some cash so don't have to add to the workload of the frontline staff (at the moment). Can you assure me that if I sit back and hold my breath for the next few days everything will resolve itself, and my money will appear in my account? Or do I need to go to a branch to alert them that my money is missing?
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If I mis-manage my finances RBS are swift to give me financial penalties. I fully expect reciprocation as this has screwed up my weekend!!
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You're sorry? I'm sorry I bank with you. Apologies don't help me transfer my money. You could have 50,000 branches open 24 hours a day, I STILL can't make transfers using any method, FOUR DAYS later.
It's ok Stephen, your bonus will be safe. However, you may have to wait a few days before it shows in your account.
It's ok Stephen, your bonus will be safe. However, you may have to wait a few days before it shows in your account.
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Please let me know which central London branches of RBS will be open on Sunday.
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How long do you think this will take to get sorted out as i am in desperate need of money to get my baby his milk. thanks
what about the customers who branches only open 10-2 mon-fri..no extended hours.....what is the callcentre number for hardships?
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shall be leaving rbs once the correct amount of money is showing in my account
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