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MSE News: RBS reveals the reclaim process, as boss says sorry

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MSE News: RBS reveals the reclaim process, as boss says sorry

edited 10 July 2012 at 3:09PM in Budgeting & Bank Accounts
29 replies 5.6K views
Former_MSE_HelenFormer_MSE_Helen
2.4K posts
edited 10 July 2012 at 3:09PM in Budgeting & Bank Accounts
"Stephen Hester apologises for the IT meltdown that's hit millions of customers, and explains the redress process ..."
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  • D.A.D.A. Forumite
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    Regrettably, in Ulster Bank, our customers experienced problems with their accounts for longer than at NatWest or RBS. Fixing the issue for these customers has been a top priority for the RBS Group

    My !!!! it was. That's why you left them to the end then Mr Hester?

    And your open letter refers to "IT systems in Edinburgh". It would be nice if you would tell us where the technicians who were performing the upgrade were based, since it is after all perfectly possible that IT staff in India were performing the upgrade remotely.

    But of course, that would make the people who decided to offshore the work look like idiots, and we wouldn't want that now, would we?
  • rogerblackrogerblack Forumite
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    I bank with RBS.
    I was not seriously affected by this.
    I'm still moving my account.
    This level of gross incompetence and lack of resiliency in systems has no excuse.
  • Too late the damage is done to it's reputation. Natwest/RBS will not be able to get that back now.
  • edited 10 July 2012 at 1:07PM
    WibblyWWibblyW Forumite
    1 posts
    edited 10 July 2012 at 1:07PM
    I think RBS were just unlucky. I fear other banks are equally competent. Hopefully this makes the others pull up their socks too. But...

    You've only got to look at the rate at which organisations haemorrhage private user data to realise they never really learn - be they big companies or government departments. They never seem to learn or put enough into mitigating such risks of system failures one way or another. And it's been happening for years. Every month or so we learn of some organisation somewhere that's compromised their customers through computer systems being compromised or failing.

    The only way to get these things fixed is to make the penalties for disasters like these high enough - either through legal fines or very public and long lasting business damage. What's happened at RBS will soon be forgotten.

    The banks have just done their part in bringing the economies of the world to where they are now, and they've basically survived even that. This is just a small 'embarrassing episode'.

    Sadly if the systems were really good enough (or had to be) the next excuse would be we would all have to pay for that investment to make them better. What we have today is what these organisations consider an 'acceptable' risk of things going pear shaped. You want to reduce the risk? Someone's got to pay in the end, and if the cost of doing business is higher as a result, it's the customers who pay in the end as they are the only source of income...
  • callum9999callum9999 Forumite
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    D.A. wrote: »
    My !!!! it was. That's why you left them to the end then Mr Hester?

    And your open letter refers to "IT systems in Edinburgh". It would be nice if you would tell us where the technicians who were performing the upgrade were based, since it is after all perfectly possible that IT staff in India were performing the upgrade remotely.

    But of course, that would make the people who decided to offshore the work look like idiots, and we wouldn't want that now, would we?

    Apparently they were "left to the end" because Ulster banking processes come at the end of the normal banking process anyway, so as they were working through it, Natwest and RBS transactions were at the top of the list. Someone had to be last.

    I'm sure the open letter didn't specify the nationality of the staff because they honestly didn't think it was at all relevant. It wouldn't make the people who decided to offshore look like idiots at all (to anyone with half a brain anyway). Does any mistake made by a British worker make a company look like fools for employing the British? Why on earth would it be the case for Indians then?
  • My partner and i were both paid on 22nd June. I bank with Santander, she banks with Ulster Bank. She's still not got her wages in her account. We've bled my wage dry and are really beginning to struggle. Im also being charged £1 per day for using my overdraft at Santander and also have charges on the way for a bounced chq that i forgot about (which wouldnt have bounced had we not been living off one wage). Its ok though, Ulster Bank said sorry, thats clears everything up. Muppets!

    There best be compensation for everyone affected. The Ulster Bank account my partner uses will be closed down as soon as she gets what she's owed.
  • callum9999callum9999 Forumite
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    My partner and i were both paid on 22nd June. I bank with Santander, she banks with Ulster Bank. She's still not got her wages in her account. We've bled my wage dry and are really beginning to struggle. Im also being charged £1 per day for using my overdraft at Santander and also have charges on the way for a bounced chq that i forgot about (which wouldnt have bounced had we not been living off one wage). Its ok though, Ulster Bank said sorry, thats clears everything up. Muppets!

    There best be compensation for everyone affected. The Ulster Bank account my partner uses will be closed down as soon as she gets what she's owed.

    Ulster bank didn't "say sorry" - they said sorry and then guaranteed to pay every penny you were charged in late fees, bounced cheques etc. from any company because of this... And if you go down to one of their branches, they will hand you over cash if you show them your partners payslip saying that money should have been paid on the 22nd...

    I swear people just love misery. While being angry at them is an obviously reasonable thing to do, why on earth have you deliberately made yourself struggle financially just because you can't be asked to get to your local branch?
  • situation kinda prohibits running to an ulster bank and using them as a cash machine every time we need money. The fact that i am not an ulster bank customer prevents me from going and doing so, and the fact that my other half is 7 months pregnant and finds it uncomfortable to use public transport to make the 8 mile round trip to the nearest branch is also an issue.

    dont see how my post suggests i love misery either, and am also confused as to why the word earth is in bold? maybe it makes sense to you up there on your high horse. you dont perhaps work for ulster bank do you?
  • callum9999callum9999 Forumite
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    situation kinda prohibits running to an ulster bank and using them as a cash machine every time we need money. The fact that i am not an ulster bank customer prevents me from going and doing so, and the fact that my other half is 7 months pregnant and finds it uncomfortable to use public transport to make the 8 mile round trip to the nearest branch is also an issue.

    dont see how my post suggests i love misery either, and am also confused as to why the word earth is in bold? maybe it makes sense to you up there on your high horse. you dont perhaps work for ulster bank do you?

    So have you called the branch, explained your wife is heavily pregnant and not able to get to the branch but you urgently need to access the money, and attempted to come up with a solution to the problem?

    The word earth is in bold because I was emphasising it. And why do people always think you work for somewhere if you ever dare to question someones rant against them? I have been accused of being a Tory MP, Labour MP, Lib Dem MP, HSBC worker, Natwest worker, Tesco worker and now an Ulster worker...
  • innovateinnovate
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    Seems RBS are trying their level best to correct any financial issues for people affected by that disaster. It's going to still take some time for people impacted to get back to where they should have been, but I think it is very laudable that RBS have promised, in writing, to get the situation fully resolved. They go a lot further than they are obliged to by their T&Cs. One wonders what they would have if they were owned by shrewd shareholders who walk if their investment doesn't look promising......

    Interesting also how Mr Hester skirts around the actual root cause of the disaster. It doesn't sound very credible at all to me that, to this day, they do not know the root cause. I don't want to speculate but I do think most of the theories offered so far on the Internet are some way off what really happened. And I agree with callum9999 and others that it is quite ridiculous that anyone would/should be embarrassed if it turned out that it was the fault of someone not holding a british passport.
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