RBS Technical Issue

BIGEYE

It's my money that's missing along with many others. Who's looking like a fool? Let me suggest that not I alone, but those that bank with RBS.

MoneySaverLog

BIGEYE wrote: »

Typical of RBS that there isn't even a mention of problems on their digital banking website. Also, I read on the BBC that if you have had any problems you need to contact the bank. Looks like they wont fix things unless you bring it to their attention. Also in the report, the problems occured when someone tried to upgrade the software and corrupted their server. DFont they backup before doing anything like that? If they have backups, how long does it take to restore backups? Days?....I dont think so.

This has been well publicised on NatWest online banking, email, and text messaging. Just no reason given other than "technical issues".

No doubt there are regular back up's in place, there should also be change control proceedures to follow when implementing changes to a production system.

Trouble is you implement a system, but in the real world transactions continue to take place every second of the day. When it's noted that the system is not working they will most likely roll back the changes, and restore from back up.

Doing that will obviously cause issues with anything that has happened since the back up was taken and before said faulty code was implemented. At a guess I would suspect the tech heads at NatWest are now trying to put this right, then no doubt there will be a bunch of compensation claims, do the bank compensate only those who complain or make a payment to everyone regardless of whether they were affected. How would they judge the amount of compensation if they did this? How long would it take to sort out compensation?

It's going to go on and on I guess...

chinwoman

Posted on rbs online

Message to Customers from Stephen Hester RBS Group Chief Executive

The problems of the past few days have caused disruption and inconvenience for our customers as well as for many customers of other banks.
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.
Right now my top priority, and the priority of the entire RBS Group, is to fix these problems and put things right for our customers.
This is taking time, but I want to reassure people that we are working around the clock to resolve these problems as quickly as we are able.
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.
We have doubled the usual number of staff in our call centres, and for the first time ever we will open 1,200 branches across the country on a Sunday from 9am to 12pm.
Once again I am very sorry for the inconvenience.

Looks like a trip to the branch in the morning

BIGEYE

Went to my branch this morning and they couldn't tell me anything. The staff advised that they are receiving hourly updates, and the latest update is that they are still working on the problem.

Bangton

I'm with RBS too and some of my direct debits showed and then disappeared again as though I haven't paid them. I have had a problem accessing money/account info since Thursday and the first time there was anything publicised on the RBS website was yesterday...poor in my opinion. On Thursday I had to contact RBS as I had no idea what was wrong with my account. They should have communicated something earlier on their own website so I didn't have to rely on newspapers and internet articles.

No idea how system updates work at a bank but I feel sorry for any member of staff impacted by this....mistakes happen - I just don't like the uncertainty and poor communication from RBS throughout this glitch.

Littlehaba

My salary was also credit and then disappeared. My bug bear at the moment is that I have a broken leg, in a non weight bearing cast so cannot get to branch. Yes - I have family who can take me to a branch with extended opening hours (after they have finished work) but after looking at the list of branches with extended opening hours non of them are local to me. Not even Manchester CIty Centre offices are on the list. It's getting a little ridiculous now. As with other users on this thread I neither have any food or money as I am currently shopping online as I cant walk round a supermarket and push a trolley at the same time and all my family & friends work. Plus why should my banks mistake be somebody elses problem. Will the cost of all the runming about by family & friends be reimbursed - I think not. If my account is overdrawn I get charged a fee daily, surely we should be charging RBS daily for this inconvenience.