Update on technical problems
22nd June 2012
When is this going to be fixed?
We can't give an exact time but we are working around the clock to resolve the problem as quickly as we can. We will continue to provide regular updates to customers.
How can I get hold of cash?
If people are facing hardship or immediate financial difficulties as a result of this problem they should phone our call centres or visit a branch. Over 1000 of our branches will be open until 7pm tonight to help customers. In addition, our branches open on Saturday will extend working hours to 6pm, and these branches will also be open this Sunday from 9am to 12pm.
What should I do if I’m not a customer but still affected?
You should speak to your bank, or employer if it relates to your pay, but you can also phone our call centre if you have any questions.
When will the next update be?
We will continue to post regular updates.
What will you do if I have incurred charges?
We want to reassure people that no one will be left permanently out of pocket as a result of this, and they should contact us directly through our call centres or branches to discuss their circumstances.
News messages and comments on this topic
- We will ensure that no customers will be permanently out of pocket as a result of this.
- Over 1000 of our branches will be open until 7pm Friday to help customers with enquiries or who need access to their cash.
- Our branches that open on Saturdays will extend working hours to 6pm, and will also be open this Sunday from 9am to 12pm.
Important Information for our customers
Unfortunately we are once again experiencing technical issues with our systems and account balances have not updated properly overnight. This means where money has gone into a customers' account, there may be a delay in it appearing on their balance.
We can assure our customers that this problem is strictly of a technical nature and we continue to work hard to resolve this.
We also recognise this is an unacceptable inconvenience for our customers, for which we apologise.
Staff in our branches and at our call centres are ready and available to answer any questions and help where they can.