natwest offline?

stclair

http://www.youtube.com/watch?v=p85xwZ_OLX0

stclair

Midzone wrote: »

They have given practically NO details of the problem nor have they given any indication of when the issue will be fixed - that's what I find annoying. Do you feel the level of customer 'relations' over today has been acceptable? Where are the apologies from senior managers?

When Blackberry fell over the other week at least the senior management took it on the chin and openly apologised - RBS has been relatively silent today. The fact the website home page is not being updated with customer information is bad do you not think?

What would you like it to say?

Midzone

stclair wrote: »

What would you like it to say?

1. Apology - not hidden on log in page.
2. Status update - what is working what isn't.
3. Expected time of full service restoration.
4. Advice for customers on other ways to get information.
5. Explain what is happening to any payments not made today - will customers suffer?

texranger

this is bad for consumers, what about us businesses.

luckily i have funds in my paypal account that can can cover some expenses. i have a call my my card merchant services today wanting to know why they cant transfer payments into my bank account.

stclair

Midzone wrote: »

1. Apology - not hidden on log in page.

Would like to apologise for any inconvenience caused.

2. Status update - what is working what isn't.

The system is not working including front and back office.

3. Expected time of full service restoration.

7am tomorrow morning.

4. Advice for customers on other ways to get information.

Customer can still use ATMs for a mini statements however they will only be able to see last nights balance POS are not affected either.

5. Explain what is happening to any payments not made today - will customers suffer?

Payments will be credited as soon as the system working again *see number 3

............................................

Helix

The outage yesterday with HSBC and First Direct although shorter, was handled much better. They had regular updates, told people when and what had come back online and explained that things may be slower whilst everything got processed and then updated again when things had reached normal levels of service.

michaelvintner

HSBC yesterday, Natwest today coincidence or is there somerthing that we are not being told?

Good job I owe them more than I have in there. Still HSBC sorted out the problem in hours. Natwest appear to have their fingers stuck up their ar*e. (Maybe it is just because it is a Saturday).

Midzone

stclair wrote: »

............................................

You miss the point - where is this information on the website apart from the bog standard all day apology on the log in page?

stclair

Midzone wrote: »

You miss the point - where is this information on the website apart from the bog standard all day apology on the log in page?

Look there not gonna tell you the ins and of the issue they will only tell you its maintenance and that's all you'll get and you might get a company statement in the media tomorrow or Monday if your lucky.

If you have any concerns follow the correct channels:

https://www.natwest.com/secure/global/contact_us/complaints_procedure.htm

Plus I have just remembered recently barclaycards website was down for nearly two weeks.

Midzone

stclair wrote: »

Look there not gonna tell you the ins and of the issue they will only tell you its maintenance and that's all you'll get and you might get a company statement in the media tomorrow or Monday if your lucky.

If you have any concerns follow the correct channels:

https://www.natwest.com/secure/global/contact_us/complaints_procedure.htm

And there we have Customer Services for you