Natwest Technical Issues

stclair

MoneySaverLog wrote: »

Weeks, is it going to take that long to sort out?

No people are going to need all there charges refunded that they may have incurred.

huckster

robin_banks wrote: »

Would that area be Natwest customers 'in the departure lounge' as it were?, it could be mighty cramped in that lounge.....;)

Your comment has triggered a thought.

If a bank customer could not access their money and then could not get to the airport to make their booked holiday, this would not be covered by Travel Insurance. Would RBS have to compensate the customer for the lost holiday ? I suspect not, as they will say that their branches have been open for longer hours throughout the whole period.

dayloon

I think it's pretty obvious why they aren't allowing any transfers etc at the moment. Think of the backlog they have to go through to get all this sorted, the last thing they need is that backlog queue growing. Transfers will be disabled until the backlog is clear.

On a side note i used to work in the RBS IT team.....until 2010 when the bank went down hill and they made loads of us redundant. Can't say i'm surprised this happened.

falko89

Another day with no movement at all on my Ulsterbank account, Its been the same since Wednesday night.

robin_banks

stclair wrote: »

No people are going to need all there charges refunded that they may have incurred.

No people are going to need all there charges refunded that they may have incurred as a result of the banks error.

Just finishing the sentence for you. As a Natwest employee I wouldn't want you to be misunderstood on these forums.

julesds

6am wrote: »

I am not really affected by all these problems. However I am concerned that they lie.
This statement is false and it is easy to prove. Their feedback page http://www.natwest.com/global/customer-charter/g1/ideas-bank.ashx has a lot of comments that some people cannot access online banking and each message gets a lot of votes. I am unable to access online banking since morning.

It is possible that this is an old information and they did not update it. However they recently updated FAQ (added more answers) and they did not retract this statement.

What else do they lie about?

Defintely false, no internet banking since yesterday. so can't access any of my accounts let alone transfer from my esavings. 2 payments should have gone last week, still no evidence of this.

Next week I should get paid and all my direct debits go out. I'm just not convinced by them telling me its fixed - i want to access my accounts to see for myself!

KeepHopeAlive

Ok here's my take on this mess :-
Firstly for those that have posted on here preaching to others
about how they should be dealing with their finances give it a rest please.

If your a millionaire or you have your finances in order and stay on your own this isn't going to affect you anywhere as much as it's going to affect a single mum with 2 kids or someone on a low income.

So stop patronising those who are in dire straits at the moment please
because it really isn't the time.

Whenever an accident or mistake like this happens at a big business
then it's really all about how the company deals with the aftermath
towards it's customers that is the most important.

Have Natwest dealt with this situation well so far ? Absolutely not.

Here's a list of fails for a start:-
1. Millions of people (not just Natwest customers have been affected)
there should have been a hotline freephone number plastered on the
webpage and on news bulletins to deal with this.

2.Lack of updates, all we have been told is technical glitch and we will
open Saturday and Sunday most branches. P.S. No list of branches
that are open or what ones are open later hours.

3.Absolutely no mention on the news by Susan Allen the Director about
all those people including myself that were expecting wages from employers who bank with Natwest but bank with Halifax for example.
We don't have the option of maybe being able to get funds out at a Natwest branch.

4.Susan Allen stated customers should visit the branch if they need to
get funds. Many customers have been refused funds so it is only
on a case by case basis which wasn't mentioned.

5. Call centre staff are giving out misleading information noone seems to
know what is going on. For the record i phoned today to explain
i had no money (i work part-time for an agency) in my account
because wages never went in. Call centre guy told me i could go in
to branch and get money from Natwest !! I explained 3 times to him i
wouldn't get anything as i am Halifax customer , he still was adamant i
would get money over the counter with a presented wage slip. I came
off the phone and phoned the same number to double check and would you believe it the girl i spoke to said i wouldn't get a penny surprise surprise!!

what a mess !

paul_h

dayloon wrote: »

I think it's pretty obvious why they aren't allowing any transfers etc at the moment. Think of the backlog they have to go through to get all this sorted, the last thing they need is that backlog queue growing. Transfers will be disabled until the backlog is clear.

The backlog is still growing, it's just that you can't get the transactions onto the system. While the system is down, all these tranactions that people need to carry out are not just going to disappear - the system will be flooded once it is operational again.

With regards to compensation for fees incurred due to delays of credits into your account, I can see there being no problem if the transfer is already in the system and actually delayed. However, what about the poster above who is trying to transfer funds from one account to another and is unable to make any transfers? There is absolutely no record that a transfer has been attempted if you are refused access to the transfer options, as is the case.

johnsons_baby

Well I must admit to being somewhat (actually very) annoyed, I went to our main branch and asked to withdraw my income support money, taking along my last three months statements, award letter passport and card.
I was politely told my 'score' was not high enough and no can do.

I rang Actionline and after a 35 minute wait was told I should've been able to withdraw my cash but some branches are being 'discretionary', well forgive me but this error doesn't seem 'discretionary'.

Thankfully my Mum has said she can help me out if needed I hope it won't come to that.

Even the cashier asked if I had family I could borrow from, I pointed out it was not my families fault and I was told the error wasn't Natwest's either, could anyone please advise me who IS at fault here?!

robin_banks

KeepHopeAlive wrote: »

Ok here's my take on this mess :-
Firstly for those that have posted on here preaching to others
about how they should be dealing with their finances give it a rest please.

If your a millionaire or you have your finances in order and stay on your own this isn't going to affect you anywhere as much as it's going to affect a single mum with 2 kids or someone on a low income.

So stop patronising those who are in dire straits at the moment please
because it really isn't the time.

Whenever an accident or mistake like this happens at a big business
then it's really all about how the company deals with the aftermath
towards it's customers that is the most important.

Have Natwest dealt with this situation well so far ? Absolutely not.

Here's a list of fails for a start:-
1. Millions of people (not just Natwest customers have been affected)
there should have been a hotline freephone number plastered on the
webpage and on news bulletins to deal with this.

2.Lack of updates, all we have been told is technical glitch and we will
open Saturday and Sunday most branches. P.S. No list of branches
that are open or what ones are open later hours.

3.Absolutely no mention on the news by Susan Allen the Director about
all those people including myself that were expecting wages from employers who bank with Natwest but bank with Halifax for example.
We don't have the option of maybe being able to get funds out at a Natwest branch.

4.Susan Allen stated customers should visit the branch if they need to
get funds. Many customers have been refused funds so it is only
on a case by case basis which wasn't mentioned.

5. Call centre staff are giving out misleading information noone seems to
know what is going on. For the record i phoned today to explain
i had no money (i work part-time for an agency) in my account
because wages never went in. Call centre guy told me i could go in
to branch and get money from Natwest !! I explained 3 times to him i
wouldn't get anything as i am Halifax customer , he still was adamant i
would get money over the counter with a presented wage slip. I came
off the phone and phoned the same number to double check and would you believe it the girl i spoke to said i wouldn't get a penny surprise surprise!!

what a mess !

I can only think the reason why they didn't do this was they feared a run on the bank.