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• Comment Link Sonntag, 19 Januar 2025 03:32 posted by g2gcash

  RBS-NatWest bank meltdown rolls on: Chaos to
  hit millions all weekend, customers STILL can't get wages -
  and it may last until next week
  By ED MONK FOR THISISMONEY.CO.UK and ANDREW OXLADE
  
  Updated: 09:29 GMT, 23 June 2012
  
  
  
  
  
  
  
  
  
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  The computer meltdown at NatWest and Royal Bank of Scotland, which left millions unable to access their
  salaries, could stretch into next week it emerged today.
  
  
  
  The banking group will open 1,000 branches on Sunday, from 9am to
  midday, as millions of people are unable to
  receive money or pay bills because of an ongoing technical crash.
  
  
  Doors were also kept open until 7pm on Friday and until 6pm today because
  a huge number of transactions failed to go through properly.
  
  
  The problems with account access now rank as one of the worst technical
  failures at a British bank.
  
  
  
  
  
  Enlarge   NatWest online banking meltdown: Millions of customers unable to move money or pay bills as accounts freeze
  
  Up to 12 million people have been affected by the major computer error which was triggered when a software upgrade was
  being installed to the payment system.
  
  They have resolved the 'underlying problem' but it could be early next
  week before all the problems have been dealt with and all payments catch up.
  
  
   
  
  More...
  
  NatWest banking meltdown: Millions of customers unable to move money or pay bills as accounts freeze
  and wage payments fail to arrive
  
  CUSTOMER FURY: The NatWest 'feedback' site
  
  Can I force NatWest or RBS to cover late payment penalties or extra costs caused by its banking meltdown?
  
  Susan Allen, customer services director for RBS-NatWest retail, told
  ITV News it was difficult to say exactly when all the problems would be resolved.
  
  
  The systems failure, which the company now says began on Tuesday,
  meant that payments due to be made on Wednesday night, ready for Thursday, did not appear in account balances.
  
  
  As a result, some customers were blocked from taking
  money out of cash machines, while others had internet supermarket
  food deliveries stopped after payments were rejected.
  
  
  
  
  
  CAN I FORCE NATWEST TO COVER ANY PENALTIES?
  
  The crisis-hit bank has so far refused to confirm specifically whether it will compensate customers if they are
  hit with late payment fees from third parties - through no fault of their own.
  
  Our banking correspondent explains customers' rights when it comes to getting justice from financial services firms.
  
  
  READ MORE: Can I force NatWest to cover late payment penalties?
  
  
  
  
  Some people could not use debit cards at tills,
  including hotel check-out desks, airports and petrol
  stations.
  
  Some customers were able to access their money by 4pm Thursday but problems have
  persisted and customers continued to report being unable to access their cash this morning.
  It is unclear whether the problem that stopped payments due on Wednesday night
  have also blocked payments due for last night.
  
  A statement on a NatWest feedback website said today: '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.'
  
  The company also confirmed the problems were not the result of an external attack on its systems.
  
  
  RBS, which conducts retail banking under the NatWest, Royal Bank of
  Scotland and UlsterBank brands, kept 1,000
  of its branches open until 7pm last night to let
  people take out some money, and opened them earlier today, in order to assist customers.
  
  
  At 8am today, an RBS spokesman said the bank was preparing a
  new statement to update customers.
  
  
  
  Anger: A NatWest feedback website showed customers continuing to report being unable to access
  their money at 8am on Friday.
  
  There was confusion yesterday with customers reporting problems that were not connected to payments not being
  made.
  
  
  IS THIS BRITAIN'S WORST BANKING SERVICES FAILURE?
  
  Online banking services occasionally go down and customers find themselves locked out, typically for a few hours.
  
  
  But it's very rare that these problems last for longer than that.
  
  
  Last summer, Tesco Bank saw a huge backlash particularly on the reader comments on this website, when a
  technical glitch locked customers out of accounts for up four days.
  
  
  But the full extent of those delays affected only 2,500
  people. The meltdown at RBS-NatWest has blighted up to 12million people. 
  
  Tesco promised to reimburse people who could prove they lost out financially as
  a result of the confusion. Let's hope RBS offers the same response.
  
  
  Unfortunately for customers of British banks these sort out of failures will become more
  common - see below.
  
  
  
  For example, staff in one branch in West London told customers they should only use the bank's
  own ATMs to guarantee being able to get money out. The branch
  had closed its doors with only two members of staff outside telling customers that they would
  not know until tomorrow when services would be restored.
  
  
  Elsewhere, customer were so alarmed yesterday that they queued at branches to insist that staff hand over all the cash in their current accounts.
  
  
  After hours of silence, the bank issued a message on its website
  in mid-afternoon stating: ‘This is an unacceptable inconvenience for our customers for
  which we apologise.'
  
  There are fears that many thousands of customers could be hit with
  penalty charges because regular standing orders and direct debits, including rent and mortgage payments, were also affected.
  
  
  Some are worried they could lose family holidays because the final
  instalment of their payments were not transferred as expected.
  House purchase transfer payments were also stalled by the computer
  failure.
  
  The collapse triggered a string of comment on Twitter from customers, with some suggesting the NatWest debacle would be similar to the meltdown predicted
  for Greece if the country crashed out of the euro.
  
  
  
  Mother-of-two Lisa Browne, who was sick and off work, tried to get Tesco to
  deliver a weekly food shop to her home so she
  could feed her children. However, the store called to say it would not accept the order because her
  NatWest bank card had been declined.
  
  
  FIRST-TIME BUYER UNABLE TO BUY HOME BECAUSE OF BANK ERROR
  
  First-time buyer Milley Colley, 27, was unable
  to move into her new two-bedroom flat yesterday because NatWest had not transferred
  the money.
  
  She attempted to send the funds to her solicitor - two days before the problems officially
  begun - but they never arrived.
  
  The freelance photographer was supposed to move into a property
  in Bow, east London, but is still in her parents home in Teddington, south-west London,
  while she waits for the bank to deal with the problem.
  
  
  
  
  
  
  
  Banking error: Milley Colley, 27, left, was unable to complete her house purchase yesterday because of NatWest's payment problems while
  student Kora-Lee Holmes, 21, was stranded in Venice
  
  
  
  'The completion date was yesterday but NatWest
  have been having problems since Tuesday. I went into a
  branch to do a same day payment to my solicitor but that payment never arrived,' she said.
  
  
  
  'I phoned NatWest and the person told me it had arrived and there was no problem.
  
  The money left my bank immediately on Tuesday but has still not arrived.
  
  
  'Then yesterday they said they did not know where the money had gone.
  
  
  
  'I have got all my stuff packed up and I had taken the day off working yesterday and I
  was ready to go.'
  
  She is moving into the flat on her own and has funded the purchase
  through a private family loan. Two other people in the chain are believed to be affected.
  
  
  Meanwhile, student Kora-Lee Holmes, 21, was stranded in Venice, Italy, unable to pay her hotel for the
  stay because her bank card was not working.
  
  She missed her flight home while she battled to make the payment so
  her father Adrian was forced to spend £200 to re-book her on another one last night.
  
  
  
  The Hull University student said: 'I tried paying the
  hotel with my NatWest Visa debit card but it didn't work and when I got on my online banking
  I was unable to transfer any money.
  
  'I was trying to get the money paid while all the time the
  clock was ticking down to when my flight took off. I tried phoning NatWest but there
  was a 45 minute queue.
  
  'I just got the standard response on the website about a temporary problem with the
  site and that was at 8.30am Italian time. This didn't
  help me.'
  
  She was flying back to Newcastle instead of Manchester
  because it was the only flight available.
  
  
  
  The weekly paid admin worker, who lives in the Midlands, was relying
  on her salary going into her account to keep her in credit.
  She said: ‘I am really annoyed. My worry is
  what is going to happen with the direct debits that are supposed to be going out?'
  
  Lance King and his family were left homeless after the problems at NatWest caused their house purchase to fall through.
  
  
  He and wife Gemma had sold their previous property, but could not move into their new one because IT problems
  meant the money for the sale had failed to
  appear.
  
  Last night they and their two daughters, aged one and five, were forced to
  stay with Mrs King's parents.
  
  ‘It is a complete nightmare,' said Mr King, 34, from Whiteley, Hampshire.
  
  
  ‘We had a removal van outside the house waiting to get in but because
  the money was in a NatWest account, we couldn't complete
  the sale.
  
  ‘All of our stuff is now in storage and my wife and two children are living with my in-laws.
  The stress has been horrendous.'
  
  Although he is not a NatWest customer, Mr King's move was brought to a halt because his
  solicitor's account is with NatWest.
  
  ‘For a big corporate bank it is just unbelievable,' he added.
  
  
  
  Also hit by the problem were first-time buyers Mike Johnson and his pregnant wife Laura.
  
  
  The couple were thrown out of a house they
  thought they had paid for on Thursday after the problems at NatWest meant the payment did not
  go through as expected.
  
  The Johnsons had been allowed access to the
  newly-built property after transferring the money
  to their solicitor's NatWest client account on Monday.
  But the balance still hadn't arrived on Thursday - so that evening the site manager arrived at their house and asked them to leave.
  
  
  ‘We had to pack our bags then and there and we are now living
  with our sister-in-law until this is sorted out,' Mr
  Johnson said.
  
  Mark Groom, of Groom Halliday Property Solicitors, said: ‘If we can't see the money - whether or not it is actually there - a property sale simply cannot complete.
  Because so many completions occur on Fridays, the numbers affected will be huge.'
  
  A NatWest spokesman said they were doing ‘absolutely everything
  they could' to fix the problem.
  
  
  
  WAS NATWEST'S NEW MOBILE PAYMENTS GIZMO TO BLAME?
  
  
  Last Wednesday, NatWest heralded a leap forward for its mobile
  phone payment technology.
  
  It launched a system - GetCash - that would
  allow people to take cash from an ATM without using their cash
  card, by making a request on their handset.
  
  They are sent a six digit pin number, after making the request,
  which can be entered at a cash machine.
  
  The aim, the bank said, was to help people who may have lost or forgotten their card or
  those who want to leave their wallet at home.
  
  It was made available to around two and-a-half million customers who already have the banking app on their phone -
  on iPhone, Android or BlackBerry Smartphones,
  and on the iPad.
  
  The launch comment from Ben Green, head of mobile at NatWest
  and RBS, well now have a sense or irony: 'We've heard countless stories from customers who've left their wallet behind, or parents who
  need a quick way to send money across to their children immediately.'
  
  
  
  The first customers knew of a problem was when their cards were rejected
  at tills and ATMs. NatWest put a message on its website in the morning which
  read: ‘We are currently experiencing technical issues which mean that a number
  of customer account balances have not yet been updated and some of our online services are temporarily unavailable.'
  
  Student Kora-Lee Holmes, from Hull, sent a tweet saying she had
  been blocked from checking out of a hotel in Italy and so had missed her flight home.
  She posted: ‘Missed my flight home from Venice
  because NatWest's server problems…New flights = £200.'
  
  Customers finally began reporting that their accounts were
  back up and running, including salary credits, at around
  4pm.
  
  NatWest, which has 7.5million personal banking customers,
  is part of the Royal Bank of Scotland group, and is 80 per cent owned
  by the taxpayer. The bank pledged that no customer would be out of pocket as a result
  of the ‘technical' problems.
  
  'More technical problems lie ahead for ALL British banks'
  Last week, RBS-NatWest launched a mobile banking
  app that lets people to withdraw money from cash machines using their smartphone.
  
  
  
  It is the latest bank to offer such technology as the industry moves towards making smartphones digital
  wallets.
  
  But the rush to offer new technology may come at a price.
  
  Experts warned that customers of UK banks would increasingly face such problems because of the rush to deliver new and
  evermore sophisticated services.
  
  Daoud Fakhri, senior analyst at consultancy Datamonitor Financial Services, said:
  ‘This episode is emblematic of wider problems facing the banking sector as a whole.
  
  
  'Many providers, being early adopters of IT systems when the
  technology was still in its infancy, have been left saddled with inflexible core systems that are often several decades
  old, and that are increasingly unable to cope with the demands being placed on them.
  
  
  ‘The growing expectations of consumers around online and mobile banking means that the tensions between the provision of ever more sophisticated services and the capability of core
  systems to satisfy these demands are close to breaking point, and this increases the likelihood
  of episodes such as the NatWest mishap happening again.'
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