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Problems persist for RBS and Natwest customers following IT outage

Matthew Finnegan | Dec. 4, 2013
Systems have not returned to normal, bank admits

Customers of RBS and Natwest have continued to experience problems after the bank said that IT issues had been fixed.

On Monday evening the bank, which is part owned by the taxpayer, apologised as thousands of customers were unable to make card payments, withdraw cash, or access online and mobile banking accounts.

In a subsequent statement this morning the bank said that its technical problems had been "fully resolved". However, RBS refused to say whether the problems were hardware or software related. Customers have continued to complain that they are unable to use banking services.

One Natwest customer, Sarah Parry (@SarahhhP), tweeted: "Oh fabulous - thought problems were fixed but now I can't access Natwest online banking page. Take it you're having problems?"

Another, Richard Baker (@bakerpictures) said: "Still can't log-on to my Business account with #natwest Shows "SSL connection error". Online problems not over as announced."

Others said that they were unable to see their account balance. Leah Goodhind (@LeahGoodhind) tweeted: "Oh dear @RBSGroup@RBS_Help cannot believe I've had hundreds of pounds taken from my account and nobody know's where it is?!! #appalling."

RBS and Natwest said in an updated statement that services have come back online for the "vast majority of customers", but acknowledged that some were still facing problems.

"We have heard from some customers who are experiencing issues this morning as systems get back to a fully normal service," the bank said.

"If any customer is still experiencing issues, they should get in touch with our call centres or come into our branches, where our staff will be ready to help.

"We will continue to monitor the service throughout the day, and apologise for the inconvenience this has caused."

RBS CEO Ross McEwan said that the problems were due to a historic underinvestment in legacy technology systems, and warned that increased spending on IT would take time to improve customer service levels.

"Last night's systems failure was unacceptable. Yesterday was a busy shopping day and far too many of our customers were let down, unable to make purchases and withdraw cash," he said in a statement.

"For decades, RBS failed to invest properly in its systems. We need to put our customers' needs at the centre of all we do. It will take time, but we are investing heavily in building IT systems our customers can rely on."

"I'm sorry for the inconvenience we caused our customers. We know we have to do better. I will be outlining plans in the New Year for making RBS the bank that our customers and the UK need it to be. This will include an outline of where we intend to invest for the future."


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