Cyber Monday: IT outage leaves NatWest and RBS customers unable to use debit and credit cards on one of the busiest online shopping days of the year
Irate customers take to social media to complain about state-owned banks as technical problems strike again
NatWest is in the throes of a desperate crisis management exercise after thousands of customers took to social media and reported having their debit and credit cards declined in shops across the country on one of the busiest online shopping days of the year.
Amid widespread confusion over the cause of the technological outage, the bank insisted it would “put problems right” and told disgruntled customers to contact them on Tuesday morning where staff would be “ready to help”. “If customers have been left out of pocket as a result of these problems, we will put this right,” it insisted in a Tweet.
Speculation on what caused the glitch ranged from suggestions of a cyber-attack to another failed software update, which caused chaos for millions of customers for days last year. The systems meltdown in 2012 left the bank unable to update customer balances while other customers faced difficulties in paying bills and moving home.
Natwest apologised to customers with a score of messages on Twitter, insisting that it would rectify the problem by Tuesday, and deal with those that had been left “out of pocket”. But that was met angrily by customers.
Rebecca Yates responded: “What time do the phone lines open? I should of had a special birthday night but was ruined so thank you natwest #happybirthday”
Another Twitter user wrote: “Too late, ive been with you since 1999 but will be GONE by the weekend”
NatWest's press office were unable to assist, referring queries to the bank's Twitter account. A statement from the press office said: “We are aware of the technical issues being experienced by customers and are working to get them fixed urgently. We apologise to customers for the inconvenience caused.”
There were suggestions that some transactions had been rectified, but with Natwest's state-owned sister bank Royal Bank of Scotland also been affected, the crisis is unlikely to help two banks that are fighting to repair their image in wake of the financial crisis and last year's problems.
The 2012 outage saw Natwest attract severe criticism but the bank was able to win back consumers back and was even named the“most trusted bank” at Moneywise magazine's annual Customer Service Awards beating five other rivals.
However that looked increasingly more difficult as social media flooded with complaints. Ibrahim Mehtar wrote: “time to ditch @NatWest_Help and move on to a bank that you can rely on. Totally shambolic.”
Conall Gribben wrote: “Card declined, online banking down, 12 mins to an 0845 number with no answer. I'll be saying bye to @NatWest_Help v soon.”
The Microsoft mogul told fans a few home truths during his Reddit AMA
- 1 Woman falls to her death as she celebrates marriage proposal at the edge of Ibiza cliff
- 2 Saudi preacher who 'raped and tortured' his five -year-old daughter to death is released after paying 'blood money'
- 3 Ball pool for adults opens in London
- 4 Baldness could soon be treated using stem cells, scientists hope
- 5 Amal Clooney gives excellent response to fashion question at European Court of Human Rights
Woman falls to her death as she celebrates marriage proposal at the edge of Ibiza cliff
Boris Johnson claims porn-obsessed Islamic jihadists are 'literally w*****s'
Saudi preacher who 'raped and tortured' his five -year-old daughter to death is released after paying 'blood money'
Teenager brandishing fake gun taken down by police after demanding airtime on Netherlands' NOS TV station
Ball pool for adults opens in London
9 reasons Greece's experiment with the radical left is doomed to failure
'We would evict Queen from Buckingham Palace and allocate her council house,' say Greens
Have we reached 'peak food'? Shortages loom as global production rates slow
Greece elections: Syriza and EU on collision course after election win for left-wing party
British grandmother Lindsay Sandiford faces execution by firing squad in Indonesia
Liberal Democrat minister defends comments suggesting immigration causes pub closures
iJobs Money & Business
£40000 - £50000 per annum: Recruitment Genius: This is an exciting opportunity...
£30000 - £35000 per annum + Benefits: Ashdown Group: Marketing Manager - Marke...
£13000 per annum: Recruitment Genius: This Pension Specialist was established ...
£23000 - £26000 per annum + Benefits: Ashdown Group: Market Research Executive...