Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • Former MSE Helen
    • By Former MSE Helen 10th Jul 12, 9:39 AM
    • 2,324Posts
    • 971Thanks
    Former MSE Helen
    MSE News: RBS reveals the reclaim process, as boss says sorry
    • #1
    • 10th Jul 12, 9:39 AM
    MSE News: RBS reveals the reclaim process, as boss says sorry 10th Jul 12 at 9:39 AM
    "Stephen Hester apologises for the IT meltdown that's hit millions of customers, and explains the redress process ..."

    Last edited by Former MSE Helen; 10-07-2012 at 2:09 PM.
Page 1
    • D.A.
    • By D.A. 10th Jul 12, 10:03 AM
    • 1,086 Posts
    • 805 Thanks
    D.A.
    • #2
    • 10th Jul 12, 10:03 AM
    • #2
    • 10th Jul 12, 10:03 AM
    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?
    • rogerblack
    • By rogerblack 10th Jul 12, 11:06 AM
    • 9,273 Posts
    • 9,438 Thanks
    rogerblack
    • #3
    • 10th Jul 12, 11:06 AM
    • #3
    • 10th Jul 12, 11:06 AM
    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.
  • MoneySaverLog
    • #4
    • 10th Jul 12, 11:17 AM
    • #4
    • 10th Jul 12, 11:17 AM
    Too late the damage is done to it's reputation. Natwest/RBS will not be able to get that back now.
  • WibblyW
    • #5
    • 10th Jul 12, 12:03 PM
    • #5
    • 10th Jul 12, 12:03 PM
    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...
    Last edited by WibblyW; 10-07-2012 at 12:07 PM.
    • callum9999
    • By callum9999 10th Jul 12, 1:11 PM
    • 3,950 Posts
    • 2,408 Thanks
    callum9999
    • #6
    • 10th Jul 12, 1:11 PM
    • #6
    • 10th Jul 12, 1:11 PM
    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?
    Originally posted by D.A.
    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?
  • Jim Maxwell
    • #7
    • 10th Jul 12, 1:26 PM
    • #7
    • 10th Jul 12, 1:26 PM
    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.
    • callum9999
    • By callum9999 10th Jul 12, 2:39 PM
    • 3,950 Posts
    • 2,408 Thanks
    callum9999
    • #8
    • 10th Jul 12, 2:39 PM
    • #8
    • 10th Jul 12, 2:39 PM
    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.
    Originally posted by Jim Maxwell
    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?
  • Jim Maxwell
    • #9
    • 10th Jul 12, 3:00 PM
    • #9
    • 10th Jul 12, 3:00 PM
    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?
    • callum9999
    • By callum9999 10th Jul 12, 3:32 PM
    • 3,950 Posts
    • 2,408 Thanks
    callum9999
    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?
    Originally posted by Jim Maxwell
    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...
  • innovate
    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.
    • callum9999
    • By callum9999 10th Jul 12, 4:59 PM
    • 3,950 Posts
    • 2,408 Thanks
    callum9999
    does the fact that a lot of people think you are a Tory MP, Labour MP, Lib Dem MP, HSBC worker, Natwest worker, Tesco worker and now an Ulster worker not say something?

    Stop being a condescending !!!!! and people wont get that impression!
    Originally posted by Jim Maxwell
    Yes it does tell me something - people are idiots. Regardless of whether I'm supposedly "condescending" or not - there is no logical reason why I could be accused of being all of those things.

    I take it this means you haven't bothered to call them and see if you can come up with a solution then? This is why I said before "it seems like people just love being miserable". You launch a rant about how you need money, but you haven't even asked for any...
    • coops456
    • By coops456 10th Jul 12, 5:22 PM
    • 9 Posts
    • 4 Thanks
    coops456
    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.
    by innovate;
    The point is not the nationality, but the fact that offshoring these roles has led to the loss of decades of specialist knowledge and experience. That's fine - until something goes wrong. I believe that is why this episode has been so catastrophic and taken so long to resolve.
  • innovate
    The point is not the nationality, but the fact that offshoring these roles has led to the loss of decades of specialist knowledge and experience.
    Originally posted by coops456
    Exactly what evidence do you have for this "fact"? And that this "fact" was the root cause of the recent disaster?

    Nationality might not be an issue for you, but it evidently is, for other posters - and may be even for yourself, because you go on to list offshoring (===> giving jobs to people with non-british passports?) as a possible issue.

    Has it occurred to you that people with "decades of specialist knowledge and experience" do naturally retire, and that it is therefore a totally normal need for any organisation to bring new resources, nationally or internationally, on board? What makes you think that specialist knowledge and experience cannot be passed on to offshore staff?
    • mgdavid
    • By mgdavid 10th Jul 12, 7:42 PM
    • 6,252 Posts
    • 5,708 Thanks
    mgdavid
    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.
    Originally posted by Jim Maxwell
    It both beggars belief and defies all logic that you are a two wage unit yet have nil accessible savings to tide you over for a couple of weeks. I trust you may learn something from this, and apply it to your future financial management...
    The questions that get the best answers are the questions that give most detail....
    • gasmanmartin
    • By gasmanmartin 10th Jul 12, 8:10 PM
    • 154 Posts
    • 58 Thanks
    gasmanmartin
    I bank with the RBS and payments didn't appear for a week or so but i wasn't really affected as i had money there and had savings with different banks.
    I read the section on claiming for lost time and distress and i'm wondering how likely they would pay out as obviously now that the c ock up is out of the way they are going to have a team of people scrutinising these claims and really is it worth even trying to claim something?

    I'm not a nasty person.. honest, but their attitude stinks and i'm only wondering if anyone else is gonna give it a try
  • innovate
    I bank with the RBS and payments didn't appear for a week or so but i wasn't really affected as i had money there and had savings with different banks.
    I read the section on claiming for lost time and distress and i'm wondering how likely they would pay out as obviously now that the c ock up is out of the way they are going to have a team of people scrutinising these claims and really is it worth even trying to claim something?

    I'm not a nasty person.. honest, but their attitude stinks and i'm only wondering if anyone else is gonna give it a try
    Originally posted by gasmanmartin
    I reckon they are more than prepared for people like you.
    • gasmanmartin
    • By gasmanmartin 10th Jul 12, 8:35 PM
    • 154 Posts
    • 58 Thanks
    gasmanmartin
    Excellent - that's all the motivation i need
  • Clearlythick
    Over the past three years, thousands of jobs have been made redundant in RBS technology services and thousands of jobs have been created offshore to replace those no longer required in the UK. Innovate suggests that those jobs lost in the UK are attributable to "retirement". I would suggest that this is somewhat naieve and that they are attributable to economics.No matter where those jobs were replaced, UK, India or Western Samoa, there would never be a recovery of the intellectual property held by those who were shown the door. Replacing thousands of years of accumulated knowledge with a cursory handover will always end in tears. It is interesting to note that in every announcement there is an ever eagerness to advise that the error was borne in Edinburgh? Why? Where to from here?
    • callum9999
    • By callum9999 10th Jul 12, 8:59 PM
    • 3,950 Posts
    • 2,408 Thanks
    callum9999
    I bank with the RBS and payments didn't appear for a week or so but i wasn't really affected as i had money there and had savings with different banks.
    I read the section on claiming for lost time and distress and i'm wondering how likely they would pay out as obviously now that the c ock up is out of the way they are going to have a team of people scrutinising these claims and really is it worth even trying to claim something?

    I'm not a nasty person.. honest, but their attitude stinks and i'm only wondering if anyone else is gonna give it a try
    Originally posted by gasmanmartin
    Just out of curiosity, how on earth does their "attitude stink"? As I said to the previous poster kicking up a fuss about nothing, it's perfectly understandable for you to be angry at them and switch away etc. - but I don't really think their response to the problem has had any major flaws?
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

1,244Posts Today

6,423Users online

Martin's Twitter