Update on technical issues, Susan Allen, Director of Customer Services, RBS Group
24th June 2012
I can confirm that we are making progress to clear the backlog of payments and I'm cautiously optimistic that RBS and NatWest customer account balances will be largely back to normal from tomorrow.
The knock on effects of this technical failure mean there will be bumps in the road. We will do everything we can to minimise further disruption to our customers. And we continue to rely on and appreciate their patience as we work through possible disruptions.
I can confirm today that we have started the process of putting things right for our customers. We will automatically waive any overdraft fees or charges on current accounts for customers affected. This will be processed over the next few days.
We will work directly with credit agencies to ensure no one has their credit score affected. For all other issues, customers have our commitment that they will not be out of pocket from this issue. We will publish further details on how we will ensure this later in the week.
Susan Allen, Director of Customer Services, RBS Group
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 technical problem (21st June 2012)
- Update on technical problems (22nd June 2012)
- Important information for our customers (23rd June 2012)
- Message to Customers from Stephen Hester RBS Group Chief Executive (23rd June 2012)
- Update on technical issue: 1200 main branches opening late 25th to 29th June (24th June 2012)
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113 comments
It is now 2nd July and my wife's salary cheque paid in on 25th June is STILL not showing on the account. The staff at NatWest are not contacting us, even though we've filled in the online complaint form. Perhaps Ms Allen would care to retract her statement that all will be OK from 25th June? I imagine that, living in her ivory tower, she won't even bother to reply. Perhaps the Daily Mail, BBC's Money Box, and the banking ombudsman would be a better course of action?
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Wat do I do if I am not an ulster bank customer but my wage s get paid though ulster bank as I can't go to branch and lifted money and wat bout charges made to my account will I get mine paid as its ulster banks flaut
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I am using my credit card to get by will RBS pay the interest on this
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We will ensure that no customers will be out of pocket as a result of these issues. We can confirm that any fees and charges incurred by customers will be fully refunded. This includes charges levied by a third party; for example, if you were late paying a non-RBS credit card or mortgage because your account wrongly showed there wasn't sufficient cash.
Was guaranteed by 2 seperate people @ thinkbanking (part of rbs) that all issues would be sorted by this morning and would get a text saying my account balances had been corrected. Suprisingly i did get a text from them but saying the issues are still ongoing and no eta of this being rectified. There was also a number to call to discuss getting some of MY money today which appears to of been turned off as well as the automated line. This is just not good enough!!!
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Despite press releases saying the problem is largely back to normal, my branch is telling me my account will not be fixed until the end of the week, and even then, it is a guess.
It's very irritating that instead of giving us the facts, they are using the press realeases to cover up the extent of the problem. Also, telling people that branches were open on sunday was great, but they didn't mention that they shut at 12.00. The RBS is too concerned about paying staff overtime than looking after its customers.
It's very irritating that instead of giving us the facts, they are using the press realeases to cover up the extent of the problem. Also, telling people that branches were open on sunday was great, but they didn't mention that they shut at 12.00. The RBS is too concerned about paying staff overtime than looking after its customers.
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Hi Heather, we know this disruption was unacceptable and that many customers will still have questions and concerns. It is possible a small number of customers may experience delays as we return to a completely normal service. We will continue to extend our branch opening hours all week.
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Can Someone please give us a DAY! when this is backlogged fully! .. Not just "We are trying out best to sort this out fingers crossed"
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We have now fixed the initial technical problem and our priority is to work through the backlog. We recognise that customers are still impacted and we apologise for this continued inconvenience.
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We have now fixed the initial technical problem and our priority is to work through the backlog. We recognise that customers are still impacted and we apologise for this continued inconvenience.
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As a private banking customer I would at least expect a courtesy call from an advisor telling me when the nonsense will be sorted and who's heads are rolling. I guess that customers are only wanted to make profit from. What about service and trust. Why would anyone put up with the total lack of informative communication.
Admit the problem, explain the technical issue and why the recovery plan failed. At least assume customers are not stupid! Eventually once this is sorted and I can access funds I will deposit them elsewhere! Never again will I trust a bank to treat its customers responsibly!
Admit the problem, explain the technical issue and why the recovery plan failed. At least assume customers are not stupid! Eventually once this is sorted and I can access funds I will deposit them elsewhere! Never again will I trust a bank to treat its customers responsibly!
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i need to withdrw my wages will taking my wage slip to the branch be enough
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I went into the bank today to withdraw money when I said the amount (I'd like to add that I was asking for very little) I was informed by the staff member that she would have to take 'my word' that the money should actually be in my account she also said it rather cheeky I feel that they have no right to be so cheeky when it is their fault that we are all having to go into the bank to beg for our OWN money!!!
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I get charged 35 from the back if my moneys not in on time does that mean the bank will be paying me a late fee
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I've been affected by this software issue. My salary did NOT go into my account today, Monday 25th June. When i visited the bishopbriggs branch they could not advise me when this would be corrected. They could not offer any advice other than there is a massive backlog, you're part of that.Why open late when the staff can't tell you where your money is! Certainly not in line with the comment above that accounts will be back to normal by Monday....
I've been a customer sionce leaving school 30 years ago, I won't be a customer for much longer
I've been a customer sionce leaving school 30 years ago, I won't be a customer for much longer
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I'm sure nobody from RBS reads these comments, but if they do have the courtesy to look at them I would like to say that the most irritating thing about this situation is to be repeatedly told in the press and on the bank's website that the situation is fixed when it clearly is not.
Cash that transferred successfully in to my RBS account on Friday 22nd June vanished overnight as a result of this "computer glitch". It is still not showing in my account (5.15pm on Monday 25th June 2012) and I am unable to access my money. Yet everything I read on the website and in the press says the situation is resolved. It clearly is not.
I would have far more respect for RBS if it were honest. To be repeatedly told the situation is resolved and to log on and find out that nothing has changed is what is undermining my coonfidence in the bank.
Cash that transferred successfully in to my RBS account on Friday 22nd June vanished overnight as a result of this "computer glitch". It is still not showing in my account (5.15pm on Monday 25th June 2012) and I am unable to access my money. Yet everything I read on the website and in the press says the situation is resolved. It clearly is not.
I would have far more respect for RBS if it were honest. To be repeatedly told the situation is resolved and to log on and find out that nothing has changed is what is undermining my coonfidence in the bank.
when am i going to get paid thanks to your mistake i am having to walk five miles to my work and five miles back because my employer banks with you i havent had my wages so have no money to get public transport my wages were due on friday and i have no other means of getting money so when are we likely to see them
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I was in the verge of Moving my bank. I was going to go with RBS. That was a lucky escape.It will be very interesting to find out what they do. I seen time & time again their spokespersons saying, "None of their customers will loose financially from this". Thats a bold statement. But what about all the customers from other banks that have been severely affected by their incompetance. I know people whos employers bank with RBS, who havent been paid. Will they be compensated? RBS the country is watching.....you may be the next Northern Rock.
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Isn't it nice that the bank will not charge the people effected by the system problems, the point is if they had got it right in the first place people would not have been charged anyway. So the big question is what are they going to do about the worry, stress and humiliation that people have been made to endure through no fault of there own.
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If RBS actually cared about its customers then they should be issuing small interest free loans to help its customers survive until this dilemma has been resolved. They were quick enough to honour my direct debits while things were hitting the fan. If I do not receive me wages by this Friday at the latest and I mean at the latest. The small payday loan which I had no option to take out will bounce on my account and the interest I will be charged with cripple me. Will RBS pay the fine I get on that?? I highly doubt it. At the end of the day were still being kept in the dark. Do what is right. Help the people. We don't need banks to stay open later at night and at weekends just to be told we can't get any of our cash and there is nothing they can do.. We have put our faith, our trust and our money into your company just to be told. Insufficient fund on your account.. SORT IT
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I'm with Think banking and i ended up getting fridays money Friday evening but mondays money due in not there yet but got a text message to say it should be there Tuesday. I phoned them on Friday only 10mins wait staff very helpful rearranged things so my shopping order was covered and even refunded my account fee to help. When i asked them how long will it be until everything is back to normal I got an honest answer that they did not have any time frame on how long its going to take.
Although the bank should have picked a better time to do the upgrade and should have had a plan in place if it all went wrong, I found the staff at Think banking to be very helpful and very apologetic.
Although the bank should have picked a better time to do the upgrade and should have had a plan in place if it all went wrong, I found the staff at Think banking to be very helpful and very apologetic.
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this is absolutely diabolical!! all customers should be compensated for this. Banks are quick enough to charge us if there is not enough money in our accounts to cover things, where as all we get is an apology when they are the ones at fault, this is unacceptable! Families have gone without essentials because of your technical issues!!!
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I would like to forward a complaint regarding this ongoing problem..with Nat West computers. My employer's bank with RBS and many salaries have not been credited to accounts on Friday! This has left me and my family without any money. Which I have little money left for my grocery shop to feed my 1 year old and also for fuel to get to work! Also my car mot is due and my wage was to cover these bills! I needs answer to when this will be resolved. I look forward to hearing from you in due course.
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I have just been speaking to an RBS adviser again - she told me that she could not give a time scale for when my wages would be in my account. I told her that I was advised it would be showing today and she said 'sorry you were misinformed'. I realise that it won't be difficult to prove that a BACS payment went from my employer and I have the wage slip to go with it, but I dread having to do all the work just to prove that I've been paid, if this situation isn't resolved soon.
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What on earth is an 'RBS LITE' branch? I went into the Horsham branch earlier today and through no fault of the staff there, the service that this branch offers is as much use as a chocolate teapot! There is no counter service and no more advice that I could have picked up through the on-line service. I hope this is not the the future for RBS customers living in England, as NATWEST does not seem to be helping out here either! Horsham is serviced by NATWEST too and I was advised to seek assistance from Full RBS branches in Brighton or Crawley! Whhat happens when those RBS branded branches become Santander? Like an ealier comment, my concern was with Direct Debit commitments. No assistance offered on overdraft facility and was told that DD's will bounce! I have to pick up the mess and then join the que for help/compensation/reimbursement.
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went into the bank today to get money out for work and then was told i cant get any money out because i have no proof i am being paid from this company, because its a new job and my first pay was meant to be friday. then had to ring my work and tell them i cant make it, it doesnt make me look too good. Useless
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All good and well saying sorry, repeatedly. What about customers like my partner who doesn't even bank with you but because his employer does, he hasn't had wages since Friday? We are now struggling with DD and bills because we can't pay them. It's now Monday lunchtime, where is my partner's money?
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Absolute raging. Reading over this is absolutely a joke. Got bills to pay. Can't take my little boy out. As expected to see this problem solved. Best off all there won't be any compensation to us all well get is a sorry letter if that. Got my overdraft over the amount it should have been. So who's going to pay this?
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Hi David, I am very sorry for the inconvenience.
We will ensure that no customers will be left out of pocket as a result of these issues. We can confirm that any fees and charges incurred by customers will be fully refunded. This includes charges levied by a third party; for example, if you were late paying a non-RBS credit card or mortgage because your account wrongly showed there wasn't sufficient cash.
We will ensure that no customers will be left out of pocket as a result of these issues. We can confirm that any fees and charges incurred by customers will be fully refunded. This includes charges levied by a third party; for example, if you were late paying a non-RBS credit card or mortgage because your account wrongly showed there wasn't sufficient cash.
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am not ur customer yet am still out of pocket.it's a joke wot u banks get away with.
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I also have had no money since friday (pay day) no proper food and had to borrow cash, now i will have charges accrued on my account.who's fault ..mine? i dont think so..but it looks like i'll have to pay..WHEN I GET MY MONEY !!
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We will ensure that no customers will be left out of pocket as a result of these issues. We can confirm that any fees and charges incurred by customers will be fully refunded. This includes charges levied by a third party; for example, if you were late paying a non-RBS credit card or mortgage because your account wrongly showed there wasn't sufficient cash.
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I understand that errors can be made; my issue is they will not honour my direct debits, and as the customer I am the one who has to run round sorting this out not the bank. I asked if they could increase my overdraft so I had sufficient funds for my direct debts but they said no!!!! This is just crazy; please look after your customers. If this was the other way round, RBS would just slap on a charge, so how much money are you going to give me for all the running round I am having to do while still trying to do a full time job. I need my pay, for food, bills etc etc and you cant even give me an overdraft. Just Crazy
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I got paid last Friday but the money is not in my account. Can you let me know when I will have the money as I have bills to be paid in the next few days.
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i contacted you on sat 23 to tell you i had no money in the bank and had to pay over 60 for my percription and after being on the line for over 45 min was promised enough money would be put into account to cover this ,this did not happen i am still without medication which i must add i have been on for 15 year my withdrawal from these drugs over the weekend have been beyond nasty i would like to say some people do not have people they can borrow money off and i now have to go to hospital to have all my med incresed and have only just got out after a hysterectomy so more time in hospital is not something i am looking forward to your customer service on the phone should not tell people thing that are clearly not going to happen and yes you are going to reply it was not our fault but if it was me owing money to you i would be quickly charged and if i told you it was beyond my control you would still charge me with the word it is not your fault if i could not pay it should the same not apply to you
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So far, I have incurred 42 in bank charges. Tomorrow it will be 54. I bank with the Co-op, so I will be claiming these charges back, from RBS.
I'm just one person...... makes you think, eh!
I'm just one person...... makes you think, eh!
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what about those people who don't bank with you but our employers use you to pay our wages. when will these payment clear ???????
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Hi Vicki, We recognise this issue has impacted more than just our own customers for which we apologise. In the first instance we recommend you contact your bank, lender or any other company to let them know what's happened. They will be able to advise how they can help.
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my sons wages have been paid but he cannot access them as account showing there not he has no other money what is he suppose to do rbs waste of bloody space regular lose cheques and dd not bein paid on time still owe us for unfair charges and refuse to pay think time to move banks!!!!!!!!!!!!!!!!
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What about people who aren't Natwest customers, my company is with Natwest and I've been waiting since Friday to be paid and am absolutely broke and borrowing money to get to work :( please please pay me !!!!!
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Hi Ellen,
We are very sorry for the inconvenience.
We recognise this issue has impacted more than just our own customers for which we apologise. In the first instance we recommend you contact your bank, lender or any other company to let them know what's happened. They will be able to advise how they can help.
We are very sorry for the inconvenience.
We recognise this issue has impacted more than just our own customers for which we apologise. In the first instance we recommend you contact your bank, lender or any other company to let them know what's happened. They will be able to advise how they can help.
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i sincerely hope that all customers will be getting some form of compensation due to the fiasco, if we as customers had gone overdrawn we would get charged so i think it is only fair that as this mess is rbs's fault they should offer ALL their customers some form of compensation, a token amount i am sure would be welcomed by most of the customers
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All customers should request refunds for the cost of the calls they have made, for the cost of bus fares or taxi fares to their branch and for loss of interest during this period. I was on hold for 40 minutes to RBS customer service - for a call that I would not have needed to make had this situation not occured. The profit from the high levels of calls made to RBS, Natwest and Ulster Bank customer service depts should be distributed amongst customers.
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This is getting ridiculous now. How are you making sure people aren't out of pocket when their wages aren't going into their Bank accounts. With the way the economy is at the minute people are living week to week and can't be doing without money when they have children to feed.
I can't wait to close my account when this is finally sorted.
I can't wait to close my account when this is finally sorted.
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Nothing in my account or anyone I knows account yet so its still not fixed, where is our money RBS
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Nothing in my account yet, RBS webchat saying tomorrow, branch saying no fixed time or date but SHOULD be fixed by end of month :(
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Utterly, utterly, utterly disgusting. One member of staff tells customers one thing, the next something completely different, but ultimately no-one actually does anything helpful or productive. Also, Mr. Hester and Ms Allen - why no updates? You have been quick to confirm with the media that this has been resolved, but actually that's a lie. It's not been resolved. Not at all.
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If RBS customers do not get financially compensated if some way once this gets sorted. I say we leave
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Agreed. Profit from the calls we have all made to RBS/Natwest etc should be distributed amongst customers.
Is there anyone out there that has got there account working normally again? Mine hasn't been working since Thursday and I wasn't worried at first but as time goes on I am beginning to be concerned as there's no sign of my pensions showing as waiting to go in my account. I thought by now things would be being sorted.
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what about non rbs customers waiting for wages, i have 3 young children to support and have had to take an overdraft just to feed my children over the weekend, when i contact rbs the staff are only concerned about their own customers!
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Supposed to of recieved wages on friday and they still arnt in my account, we want OUR money!!!!!!!!!!!!!!!!!
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My balance was showing as positive on Friday and all was well, until we encountered embarrassment yesterday when our card was declined at a supermarket...a credit to our account from Friday had mysteriously vanished.
A shambles.
A shambles.
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My local branch was also closed. I was unable to drive to another branch due to the heavy traffic from the royal highland show.. It was nice to see that even though the technical fault has stopped my wages going into my account that my direct be it's still came out which made me overdrawn now. I had no choice but to take a small payday loan to keep my self going for fuel, food and other things, and If it's not paid back soon I am going to Be in real trouble. RBS can at least get one thing right. To fail its customers and the country time after time.. I will definatly be switching banks once I can get access to my money.
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Being with the Co-op, I guess I'm well down the 'pecking order'.
Well done RBS, you have done a fantastic job of a first class balls up!!
Well done RBS, you have done a fantastic job of a first class balls up!!
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While I'm aware that it is not intentional on behalf of RBS to stop us from having access to our money, what I want to know is why none of us were informed first hand. We recieve text messages when we are overdue on payments, or when we have appointments with advisors, so why werent we all informed via text that something had gone wrong, or e-mail! The sign of a good company is being able to do all they can for their customers when something goes wrong, not only when its going good.
Just a classic example of a poorly managed bank!
Just a classic example of a poorly managed bank!
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Thinkbanking are now saying no money will be credited till tuesday i am losing 157 pounds a day in wages and cant get back to work because i cant pay for petrol
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I was told over the phone yesterday, that even though I bank with Barclays, I could go to an RBS branch to withdraw money as the company who I work for bank with RBS.
When I got there I was then told the opposite! Not only do I have no money, RBS have poorly trained customer advisors!
Furthermore, I like how they are only looking after their direct customers...
When I got there I was then told the opposite! Not only do I have no money, RBS have poorly trained customer advisors!
Furthermore, I like how they are only looking after their direct customers...
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Bank balance is still wrong? I'm missing money that was in on friday but gone on saturday.. When will my balance be correct?
is it not time for rbs to make further anouncements as to whether i can go on hols today and not worry about if i have any money to spend when i get there?
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My question is what about the people who do not bank within the RBS group and have not been paid as a result of their error? Our banks are not waving any fees. Our banks are not compensating us. How are we supposed to cope with YOUR ERROR?
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this is disgusting. still got no money thanks rbs, my daughters birthday yesterday was not as planed as had no money to take her on on her birthday treat. get up today still no money i think you need to compensate all customers for the big inconvenience.
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As a man who has not received his wages today, 6 DAYS after this IT issue I am more than just a little angry! I have 4 children, bills to pay and work hard for my wages and yet Im sat here with no idea when I'm actually going to get my money! This is pitiful and amateurish for a worldwide bank and just another nail in the coffin for rbs. The sooner they shut it down or get someone competent enough to ensure things work the better.
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Given that staff in RBS call centres immediately contradicted Ms Allen's pledge that all would be back to normal today, and have subsequently proved themselves to be correct in that contraction, could it be that there are only two possibilities here? Either those people working closest to Ms Allen sought to tell her what they thought she wanted to hear - and therefore served as nothing more than yes people - or Ms Allen herself sought to deliberately mislead her customers and the wider public? The fact is, I am told, that this will not now be resolved until Tuesday at the earliest, and I am reliably informed by RBS staff that this was always going to be the case.
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Monday morning - just checked my account - still no salary payment!!!!! What now?? Thought it would be fixed by this morning at the latest?
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what about the people who are smart enough not to bank with you but will still be fined because there employer banks with you and all there direct debits just bounced this morning 25/06/12. nice one thanks for that you should have never been bailed out as a bank your a disgrace to the country.
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this better be sorted by 9am. i have work to go to but my branch isn't open early so what am I supposed to do. not going out for a weekend was fine, but not being able to start a new job! cause my money has gone missing. i would ask friends/family but they are with the same bank! one of the biggest companies in the world and you have got some back ally cowboys sorting out your computer software.
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The company who I work for banks with NatWest and I bank with Barclays and I have been left out of pocket all over the weekend as was scheduled to get cleared and visible in my account on the Friday which was 22/6/2012 and how are they going to help me get my money. Also a mutil million pound business especially a bank should have not had this problem in the first place its a good job that I don't bank with the RBS Group as I think it is absolutely dispicable of what has happened. You should be very ashamed of yourselves of meesing everybody's money and accounts up. So in a nutshell how are you going to pay for everybodys food shopping, direct debited bills, credit card bill, bank charges that incurs of missing payments, fuel for people to get to and from work as well as if its a matter of lif and death. How are they going to compensate for this distress and that you've caused thousands of people. What I think of you is that this problem started on Tuesday and taken you longer to sort it out as well as not spotting the problem sooner than later and not informing people of what has happened sooner as well, so that we all could come up with contingency plans. You have gone down on my bank rating to -1000%.
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I Totally Understand this was a fault but what about my 4 children whom have also suffered, due to my account sayin I'm in arrears of 535! I have not been able to feed my kids properly due to my shopping money being in my account! What compinsation are your customers going to recive??? It is now sunday and still not sorted!
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We will ensure that no customers will be left out of pocket as a result of these issues. We can confirm that any fees and charges incurred by customers will be fully refunded. This includes charges levied by a third party; for example, if you were late paying a non-RBS credit card or mortgage because your account wrongly showed there wasn't sufficient cash.
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if you care then why have us using an 0845 no: ? how much profit are you making from this no: during this crises ?
to everyone else , please look at the say no to 0870 site where there are alternative nos and its all perfectly legal as 0845 nos ride "piggy back" on ordinary geographical nos. also you can use their overseas no: just miss of the 44 and inplace dial 0 before the rest of it.
to everyone else , please look at the say no to 0870 site where there are alternative nos and its all perfectly legal as 0845 nos ride "piggy back" on ordinary geographical nos. also you can use their overseas no: just miss of the 44 and inplace dial 0 before the rest of it.
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I gather that rbs states, in its small print, that no compensation is available for loss of business when an event such as the current disaster, occurs.
Is this the case?
I assume that the bank has professional negligence policies, and I would hope that any contracter would also be covered in such manner. If no compensation is available them I assume that class actions for compensation will follow.
Does rbs have a view on this?
Is this the case?
I assume that the bank has professional negligence policies, and I would hope that any contracter would also be covered in such manner. If no compensation is available them I assume that class actions for compensation will follow.
Does rbs have a view on this?
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We will ensure that no customers will be left out of pocket as a result of these issues. We can confirm that any fees and charges incurred by customers will be fully refunded. This includes charges levied by a third party; for example, if you were late paying a non-RBS credit card or mortgage because your account wrongly showed there wasn't sufficient cash.
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have you got torettes?.....you sound like an automated computer charlie!..stop giving us drip feed answers and tell us the truth! 6 days and counting!...you and you're managers might think and preach you work for a great company!..trust me you dont!..watch customers vote with their feet!
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hope that rbs will be paying me the late payment charges i will be demanding from them since I have went all weekend without food and tobacco. they seem to find it exceptable to charge me what they like when I make a late payment so hopefully tables have turned
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Why did you outsource all your IT staff's jobs to India? Outsourcing may save money but you lose all of your IT staff's technical skills! Clearly this was a major mistake!
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I for one will be demanding exactly what RBS do when I mis-manage MY funds. Finacial penalties. The comms during this farce has been absolutely diabolical. The branch "extended hours" locator is a shambles. I needed service and support TODAY at my branch but had NOTHING. Extending after the event and a ruined weekend is a weak half gesture.
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why do software update at end of month when most gets paid...suggests poor planning and extreme arrogance
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Thanks to your technical error I am in the - like many others ,this had left me so well off that I will be changing banks so long
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I wish to forward a complaint regarding the recent 'glitch' with Nat West computers. My employer's bank with Nat West and salaries have not been credited to accounts this week as a result of this 'glitch'. This has left me without any cash as the money held in my current account is for a direct debit payment which will be taken from my account shortly and a little money left for fuel to get to work. Consequently I have not been able to take any cash from my account. I look forward to hearing from you in due course.
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Folks at the end of h day we might have had a small bit troubles due the system errors, I could not get my lunch yesterday thinking I had money in my account, I went to my local branch and they offered to give my money from my account, so the bank has been helping, even under the train and pressure he staff in the bank still had a smile.
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the following is not sarcastic in anyway whatso ever: im just glad that i have a freezer that isn't defrosting the masses of food i have because my electricity meter has lots of credit. I am also not even bothered one iota about having to walk 11 miles to work tomorrow knowing that ive got loads of food for my lunch, then im gonna whistle happy tunes on my 11 mile journey back. Can't wait aswell for my landlord to call me asking why i haven't paid my rent and they'll understand when i tell them i have no idea when im gonna be able to pay it as my wages are on planet dontknow, while they won't even mind that im on a probationary tenancy.
I bank with lloyds tsb and im waiting for my wages to come from my works natwest account, because direct debits etc went out on friday it took me over my overdraft, after being told natwest can't do anything for me and i should go to my bank for help, i asked my bank but as i was over my overdraft already they couldn't provide me with any extension or temporary overdraft as their system wouldn't allow it. What am i going to do for the next few days for food and how am i going to get to work?
I bank with lloyds tsb and im waiting for my wages to come from my works natwest account, because direct debits etc went out on friday it took me over my overdraft, after being told natwest can't do anything for me and i should go to my bank for help, i asked my bank but as i was over my overdraft already they couldn't provide me with any extension or temporary overdraft as their system wouldn't allow it. What am i going to do for the next few days for food and how am i going to get to work?
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This is the annoying thing when you don't bank with them and you are affected, luckily we had savings to fall back on but if I didn't we would be in trouble as our account doesn't allow us to go overdrawn and if we did they may close the account. I had plans for this weekend which were cancelled as not enough money because no wages. How do they compensate that?
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I agree with your customer below, premium rate phone numbers when your customers have no money showing in their accounts is a real kick in the teeth.
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Too little, too late. I've already cancelled and moved the majority of my direct debits and standing orders, and moved the money that I've finally been able to access to HSBC.
Not that anyone at the top of NatWest could care less. Don't worry Stephen, your bonus will be safe, again.
Not that anyone at the top of NatWest could care less. Don't worry Stephen, your bonus will be safe, again.
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Still not able to access my money! This is shocking and utterly disgraceful! Will be expecting compensation for time and money wasted trying to contact you about this shambles!
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If compensation is automatically paid to those affected rather than customer having to ask this would go a long way towards restoring faith in the Bank that advertises that it wants to be helpful.
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My pay went in ok on Fri and then withdrawn by RBS on Sat leaving me overdrawn. I am very concerned this is going to be a problem through next week and affect my credit rating. Have had to make cash withdrawals with Visa...will RBS pay the cash advance interest???
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I was paid on Friday, I checked my balance, my pay was there. I tried to buy my Road Tax with the automated DVLA service on Saturday. My card payment was refused. I am unable to get any money out of the cash machine in the nearest town. My balance now shows me being hugely overdrawn and doesn't show my salary which went in on Friday. I live out in the sticks, miles from anywhere. I cannot put petrol in my car. I cannot go to the shop. It is the weekend I cannot take my 10 year old for the KFC and the cinema as we had planned. How on earth am I supposed to get to work tomorrow? I sat for over an hour waiting on a telephone "helpline" (which I am being charged for) and only got a repeated "please wait as our operators are all busy" message. No help at all. What is going on?
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We will extend the opening hours of over 200 of our branches on Monday 25 June from 8am to 7pm. RBS Branches open Monday 25 June http://www.rbs.co.uk/global/incident-notice.ashx #RBS
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I drove especially into the neasrest branch of RBS yesterday and calmy explained that my car will now be off-road as from Friday because the automated DVLA system will not accept my card payment. They told me there was "nothing they could do" to put the 93.50 required onto my card and allow me to make the online transaction. NOTHING they could do? What is the point of openeing branches specially late if there is "NOTHING" they can do? With a couple of clicks they could have put an additional 93.50 overdraft on my card. But no... there was "NOTHING" they could do apparently. Why don't they just go home then and stop pretending? My car goes off-road as of Friday Night, through no fault of my own. I have been making RBS aware of this for seven days before it will happen. My money was in my account last Friday but RBS stole it on Saturday.
Come this Saturday RBS will be taxi-ing me to a wedding in Kircaldy and back. Then to the Cinema and KFC in Edinburgh on Sunday.
Come this Saturday RBS will be taxi-ing me to a wedding in Kircaldy and back. Then to the Cinema and KFC in Edinburgh on Sunday.
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And what is the process for recovering loss of interest and cost of phoning your premium rate number?
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very good point - I was on hold for 40 minutes on Saturday so I have asked for a refund of the cost of that call from my landline.
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customers have our commitment that they will not be out of pocket from this issue http://www.rbs.com/news/2012/06/susan-allen-director-of-customer-services-rbs-group.html
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We will ensure that no customers will be left out of pocket as a result of these issues. We can confirm that any fees and charges incurred by customers will be fully refunded. This includes charges levied by a third party; for example, if you were late paying a non-RBS credit card or mortgage because your account wrongly showed there wasn't sufficient cash.
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Rbs website told me that great Yarmouth branch was open Sunday.
This was my closest branch 14 miles away so drove there to enable me to.buy food for children.
Guess what branch was not open !
This was my closest branch 14 miles away so drove there to enable me to.buy food for children.
Guess what branch was not open !
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As long as I'm not charged then no major damage done. It's been inconvenient but we have to appreciate that this is technical error and not particularly anybody's fault.
What about your customers sitting here with no money as a result of your errors? Huge mistake to make, and also sorry does not quite cut it when you have no food tonight and face walking to work tomorrow and a further walk to get to your branch. I am out of pocket as right now, I can not get my own money that was entrusted into your bank. If customers have no funds to make direct debits they face charges from yourself, so what about us who can not get our own money because of your mistakes?
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Hi Trace, I am very sorry for the inconvenience.
We will ensure that no customers will be left out of pocket as a result of these issues. We can confirm that any fees and charges incurred by customers will be fully refunded. This includes charges levied by a third party; for example, if you were late paying a non-RBS credit card or mortgage because your account wrongly showed there wasn't sufficient cash.
We will ensure that no customers will be left out of pocket as a result of these issues. We can confirm that any fees and charges incurred by customers will be fully refunded. This includes charges levied by a third party; for example, if you were late paying a non-RBS credit card or mortgage because your account wrongly showed there wasn't sufficient cash.
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