NatWest and RBS problems continue

NatWest and RBS customers are still facing difficulties with using their online bank accounts following a systems failure yesterday.

The issues came to light on Thursday morning, when a number of customers reported on the company’s help pages that wages and tax credits had not been paid into their accounts.

In a statement on the NatWest website this morning, the bank said: “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 customer’s account, there may be a delay in it appearing on their balance.”

The bank assured customers that the problem is of a “strictly technical nature” and apologised for the inconvenience.

Michael Allen, director of IT service management at Compuware, said that the delay in fixing the problem was likely to be due to the complexity of bank systems.

“Delivering an e-banking service could be reliant on 20 different IT systems. Even if a small change is made to one of these systems, it can cause major problems for the whole banking service, which could be what’s happened at NatWest.

“Finding the root cause of the problem is probably something NatWest is struggling with because of the complexity of the IT systems in any bank.”

NatWest bank branches stayed open later yesterday evening and opened earlier, from 8am, this morning to allow people to access their accounts.

RBS has also urged customers whose accounts were frozen to use its mobile apps to generate a secure, temporary PIN number for use in its cash machine.

The application generates a secure cash code that allows users to withdraw from £10 to £100 cash and is valid for three hours. It can be used at any RBS, NatWest or Tesco cash machine.

The code can be used by the person downloading it or texted to someone else.

Copyright © 2012 IDG Communications, Inc.

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