RBS to compensate after Cyber Monday glitch
Royal Bank of Scotland promises to “put right” the fact that many of its customers were left “out of pocket” by a computer glitch on Monday.
Customers of RBS Group, which includes Ulster Bank and NatWest, were left without the use of their debit or credit cards due to the technology fail, which started on Monday evening. The glitch also affected the banks’ websites and smartphone apps.
We would like to apologise to our customers. If anyone has been left out of pocket as a result of these problems, we will put this right.
— RBS Group (@RBSGroup) December 3, 2013
An RBS Group spokeswoman said some customers were starting to access their money again.
“We are very sorry for the system issues that affected our customers this evening,” she said.
“Our customers are reporting that services are coming back on line. We will confirm when all systems have returned to normal service.
“If customers have been left out of pocket as a result of these system problems, we will put this right.”
The problem was exacerbated by the fact that Monday was the biggest online shopping day of the year.
The spokeswoman did not reveal what caused the glitch, but said the company would compensate customers for it.
@RBSGroup if the problems have been resolved then why is there still no money in my account? Do you know when my money will be available?
— Louise Ann Leiper (@Louiy7) December 3, 2013
“If any customer is unable to resolve an issue caused by the disruption, they should get in touch with our call centres or come into a branch in the morning where our staff will be ready to help,” she said.
At 8:38 on Tuesday morning, RBS tweeted that “all of our services are now back working normally.”
However, customers of the bank continued to post online that there were problems with their accounts, including that there was “still no money in my account”, “we have 800 payments missing from our account” and “your online banking system isn’t resolved.”
Angry customers also took to Twitter to share the awkward situations caused by the banking breakdown, including having to ask a girl to pay on a first date, being unable to get a train ticket home, and looking ““like a broke alcoholic attempting to buy booze” after a card was rejected.