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RBS/NatWest problems continue into seventh day

RBS/NatWest problems continue into seventh day

Category: Banking

Updated: 26/06/2012
First Published: 26/06/2012

This article was correct at the time of publication. It is now over 6 months old so the content may be out of date.

Royal Bank of Scotland and NatWest customers are facing a seventh day of current account problems, with a warning that the knock-on effects could take weeks to sort out.

The problems started last week when a computer software update caused a glitch in the banks' systems, disrupting payments into and out of thousands of RBS/NatWest accounts as well as affecting online banking and ATM withdrawals.

Yesterday RBS posted an update to the situation on its website saying it is "making progress in putting things right".

However, the Financial Ombudsman Service (FOS) has warned that the knock-on effects of the backlog of failed transactions, such as dealing with extra charges for inadvertently going overdrawn or paying a credit card bill late, could take several weeks to be rectified.

Advising those RBS and NatWest customers who have been affected, the FOS's David Cresswell said it is important to make a note of what is happening to you, such as the difficulties you are facing and the knock-on effects.

"What you need to do is make a clear list of how you have been affected, so you can go back to your bank and say: 'This is the complete picture, how can you help?'"

In an effort to reassure customers, RBS has said that 1,200 branches will be kept open from 8am to 6pm for the rest of the week.

All current account customers who have an RBS, NatWest or Mint credit card in good order can now also withdraw up to an additional £100 over their limit, with over-limit fees or charges automatically waived or refunded and withdraw cash on their card with the cash advance fee, as well as one month's worth of interest, waived or refunded.

On Saturday, RBS Group chief executive Stephen Hester told customers: "I am very sorry for the difficulties people are experiencing. Our customers rely on us day in and day out to get things right, and on this occasion we have let them down. This should not have happened.

"I also want to be clear that where our customers are facing hardship or difficulty we can and will help them. Our staff have already helped thousands of customers to access cash and we will continue to provide this service on a 24 hour basis while we work to resolve the problems.

"I also want to reassure customers that no one will be left permanently out of pocket as a result of this, and again, they should contact us directly about this."

RBS Group has also said that it will reimburse customers for the cost of calling its 0845 helpline number.

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