NatWest sorry for mortgages meltdown

 

Some duplicate mortgage payments were mistakenly taken from customers during NatWest's IT meltdown, the bank's group has confirmed.

Royal Bank of Scotland (RBS) Group issued the latest in a series of apologies to customers and urged them to get in touch so it can put the problems right.

The group said it believes a "small number" of customers have been affected and promised that no one will be left permanently out of pocket.

A spokeswoman for RBS Group said: "We apologise to any customers experiencing problems today. We said last week that we expected to see a few bumps in the road for customers as we get things fully back on track.

"Any customers experiencing problems should contact our call centre or visit their local branch and we will put things right."

The group has been working "round the clock" to resolve the problems which began two weeks ago and meant NatWest, Ulster Bank and RBS customers' balances were not updating properly.

It has had greater difficulty clearing up the glitches, which meant people's wages did not appear and house purchases and holidays were disrupted, for Ulster Bank customers.

RBS Group chief executive Stephen Hester said last week that he will forgo his bonus this year because of the chaos and has promised a "full and detailed investigation".

Despite facing some calls to quit, he has said he is determined to "personally lead the process" of regaining customers' trust.

The banking group's initial findings were that the problems were created when maintenance on its systems, which are managed and operated by its team in Edinburgh, created an error which stopped people's accounts updating properly.

The problem was made worse because the team could not access a record of the transactions that had been processed up to the point of failure.

A "substantial backlog" was created because the group, which processes 20 million transactions a day, had to try to pinpoint the moment at which processing had stopped, which created more delays.

The bank boss said on Friday that, while a "large number" of customers' problems had been resolved through bank branches and call centres, around 15,000 required a greater degree of attention.

While the banking group has said no-one will be left permanently out of pocket and has urged people to keep records of how they were affected, many customers have argued they should be given compensation for their inconvenience on top of their losses.

Fears have also been raised that customers could unwittingly have their credit ratings blotted, although the bank is working with other agencies to make sure this does not happen.

RBS Group extended its opening hours to cope with the chaos and even took the step of opening on a Sunday for the first time.

Mr Hester has previously been forced to waive his £963,000 all-shares bonus amid public outrage over bankers' pay.

RBS paid £785 million in bonuses last year, including £390 million for its 17,000 investment bankers. While the total pot is 43% lower than the previous year, it followed a period in which the bank announced thousands of job cuts.

The beleaguered banking group had to scrap its corporate hospitality at Wimbledon as it grappled with the problems.

Some customers writing on NatWest's website today said they were still experiencing problems with money showing up in their accounts.

In a reference to Barclays chief executive Bob Diamond, who has fallen on his sword following the rate-rigging scandal, "Skint from Bradford" wrote on the "ideas" section of NatWest's website: "Mr Diamond has resigned - will you do the same Mr Hester?"

Ulster Bank has said that it has made "steady inroads" to its delays, but added that while the pace of progress has improved it has been slower than customers would have liked.

Ulster Bank customers should hopefully see their balances updating over the coming week, the bank's parent group has said.

Due to the way the technology was set up when the three banks were integrated, Ulster Bank payments happen to follow in sequence after those of NatWest and RBS, which "in no way" reflects any priority given to customers, RBS Group has said.

Analysts have said that people's decisions on whether to switch accounts could hinge on how satisfied customers are with how the banking group puts the problems right.

However, building society Nationwide said today that it has seen an 85% increase week-on-week in the number of customers opening and transferring their main account online.

Including customers who have switched their accounts in branch as well as online, the society said it has seen an overall rise week-on-week of 26%.

John Crossley, Nationwide head of current accounts, said: "Customers are clearly unhappy with recent events and are opting to vote with their feet."

PA

Suggested Topics
News
Patrick Stewart in the classiest ice bucket to date
peopleSir Patrick took a more understated approach to the challenge
News
The current recommendation from Britain's Chief Medical Officer, is that people refrain from drinking on at least two days a week
scienceTheory is that hangovers are caused by methanol poisoning
Arts and Entertainment
tvWe have created an infogaphic that looks back over the previous incarnations of the Doctor
Sport
Olivier Giroud celebrates after his late goal saved Arsenal a point at Goodison Park
football Giroud rescues a point for Arsenal after they trailed by two goals
PROMOTED VIDEO
News
i100
News
newsComedian Lee Hurst started trend with first tweet using the hashtag
News
i100
News
Australian rapper Iggy Azalea was left red faced but, thankfully, unhurt after taking a few too many steps backwards, sending her tumbling off the stage.
people
Life and Style
A nearly completed RoboThespian robot inside the Engineered Arts workshop is tested in Penryn, England. The Cornish company, operating from an industrial unit near Falmouth, is the world's only maker of commercially available life sized humanoid robots
techSuper-intelligent robots could decide destroying the human race is the kindest thing to do
Life and Style
techConcept would see planes coated in layer of micro-sensors and able to sense wear and tear
News
scienceExcitement from alien hunters at 'evidence' of extraterrestrial life
News
newsRyan Crighton goes in search of the capo dei capi
Life and Style
Customers can get their caffeine fix on the move
food + drink
News
i100
Extras
indybest

Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Software Developer (Java /C# Programmer)- London

    £30000 - £45000 per annum: Harrington Starr: A global investment management fi...

    Senior Network Engineer-(CCIE, CCNP, Cisco, London)

    £65000 - £75000 per annum: Harrington Starr: Senior Network Engineer-(CCIE, CC...

    Senior Network Analyst - (CCIE, Cisco, CISSP)

    £70000 - £80000 per annum: Harrington Starr: Senior Network Analyst - (CCIE, C...

    Senior Network Engineer-(Design, Implementation, CCIE)

    £60000 - £80000 per annum: Harrington Starr: Senior Network Engineer-(Design, ...

    Day In a Page

    All this talk of an ‘apocalyptic’ threat is simply childish

    Robert Fisk: All this talk of an ‘apocalyptic’ threat is simply childish

    Chuck Hagel and Martin Dempsey were pure Hollywood. They only needed Tom Cruise
    Mafia Dons: is the Camorra in control of the Granite City?

    Mafia Dons: is the Camorra in control of the Granite City?

    So claims an EU report which points to the Italian Mob’s alleged grip on everything from public works to property
    Emmys look set to overhaul the Oscars as Hollywood’s prize draw

    Emmys look set to overhaul the Oscars as Hollywood’s prize draw

    Once the poor relation, the awards show now has the top stars and boasts the best drama
    What happens to African migrants once they land in Italy during the summer?

    What happens to migrants once they land in Italy?

    Memphis Barker follows their trail through southern Europe
    French connection: After 1,300 years, there’s a bridge to Mont Saint-Michel

    French connection: After 1,300 years, there’s a bridge to Mont Saint-Michel

    The ugly causeway is being dismantled, an elegant connection erected in its place. So everyone’s happy, right?
    Frank Mugisha: Uganda's most outspoken gay rights activist on changing people's attitudes, coming out, and the threat of being attacked

    Frank Mugisha: 'Coming out was a gradual process '

    Uganda's most outspoken gay rights activist on changing people's attitudes, coming out, and the threat of being attacked
    Radio 1 to hire 'YouTube-famous' vloggers to broadcast online

    Radio 1’s new top ten

    The ‘vloggers’ signed up to find twentysomething audience
    David Abraham: Big ideas for the small screen

    David Abraham: Big ideas for the small screen

    A blistering attack on US influence on British television has lifted the savvy head of Channel 4 out of the shadows
    Florence Knight's perfect picnic: Make the most of summer's last Bank Holiday weekend

    Florence Knight's perfect picnic

    Polpetto's head chef shares her favourite recipes from Iced Earl Grey tea to baked peaches, mascarpone & brown sugar meringues...
    Horst P Horst: The fashion photography genius who inspired Madonna comes to the V&A

    Horst P Horst comes to the V&A

    The London's museum has delved into its archives to stage a far-reaching retrospective celebrating the photographer's six decades of creativity
    Mark Hix recipes: Try our chef's summery soups for a real seasonal refresher

    Mark Hix's summery soups

    Soup isn’t just about comforting broths and steaming hot bowls...
    Tim Sherwood column: 'It started as a three-horse race but turned into the Grand National'

    Tim Sherwood column

    I would have taken the Crystal Palace job if I’d been offered it soon after my interview... but the whole process dragged on so I had to pull out
    Eden Hazard: Young, gifted... not yet perfect

    Eden Hazard: Young, gifted... not yet perfect

    Eden Hazard admits he is still below the level of Ronaldo and Messi but, after a breakthrough season, is ready to thrill Chelsea’s fans
    Tim Howard: I’m an old dog. I don’t get too excited

    Tim Howard: I’m an old dog. I don’t get too excited

    The Everton and US goalkeeper was such a star at the World Cup that the President phoned to congratulate him... not that he knows what the fuss is all about
    Match of the Day at 50: Show reminds us that even the most revered BBC institution may have a finite lifespan – thanks to the opposition

    Tom Peck on Match of the Day at 50

    The show reminds us that even the most revered BBC institution may have a finite lifespan – thanks to the opposition