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  • FIRST POST
    • Former MSE Helen
    • By Former MSE Helen 3rd Dec 13, 10:27 AM
    • 2,324Posts
    • 971Thanks
    Former MSE Helen
    MSE News: Hit by latest NatWest and RBS meltdown? Get your charges back
    • #1
    • 3rd Dec 13, 10:27 AM
    MSE News: Hit by latest NatWest and RBS meltdown? Get your charges back 3rd Dec 13 at 10:27 AM
    "NatWest, Royal Bank of Scotland and Ulster Bank customers won't be left out of pocket after an IT glitch ..."

    Read the full story:

    Hit by latest NatWest and RBS meltdown? Get your charges back




    Click reply below to discuss. If you havenít already, join the forum to reply. If you arenít sure how it all works, read our New to Forum? Intro Guide.

Page 1
  • djrenegade
    • #2
    • 3rd Dec 13, 10:34 AM
    • #2
    • 3rd Dec 13, 10:34 AM
    RBS Say:

    An RBS spokesperson says: "The systems issues that affected our customers last night have now been resolved and all our services are now back working normally.

    "If any customer is experiencing issues this morning, they should get in touch with our call centres or come into our branches, where our staff will be ready to help."

    I am still experiencing problems, have contacted RBS this morning and was told that the systems are still experiencing problems, are still being looked in to and should be resolved by the end of the day.


    So has it been resolved or not, are they just trying to re-assure us or is there actually still a fault?!
    • Kavanne
    • By Kavanne 3rd Dec 13, 10:51 AM
    • 5,014 Posts
    • 2,551 Thanks
    Kavanne
    • #3
    • 3rd Dec 13, 10:51 AM
    • #3
    • 3rd Dec 13, 10:51 AM
    I made an online payment from my santander account to my RBS one at the weekend, it was there immediately after when I checked my mobile app but now it has disappeared!! I've tried calling RBS but I waited for half an hour and no answer.
    Kavanne
    Nuns! Nuns! Reverse!

    'I do my job, do you do yours?'

    • Former MSE Helen
    • By Former MSE Helen 3rd Dec 13, 10:55 AM
    • 2,324 Posts
    • 971 Thanks
    Former MSE Helen
    • #4
    • 3rd Dec 13, 10:55 AM
    • #4
    • 3rd Dec 13, 10:55 AM
    RBS, NatWest and Ulster help.

    The bank's agreed to do a Q&A for us about the outage and what can be done. Send us questions ASAP on here.

    Thanks.
    Last edited by Former MSE Helen; 03-12-2013 at 11:03 AM.
  • djrenegade
    • #5
    • 3rd Dec 13, 10:58 AM
    • #5
    • 3rd Dec 13, 10:58 AM
    OK Helen, I had money sent to my account yesterday, I transferred it out my account to another, today the credited funds aren't showing but my balance is minus because the transfer of funds is, i'd like to know when my statement is likely to reflect this, when my balance will be updated accordingly, if i will get a charge for the unauthorised overdraft (being in minus) and if I will be compensated for not being able to access a penny of my money today because I do not have an overdraft facility.

    Thanks
    • brewerdave
    • By brewerdave 3rd Dec 13, 11:08 AM
    • 5,563 Posts
    • 2,469 Thanks
    brewerdave
    • #6
    • 3rd Dec 13, 11:08 AM
    • #6
    • 3rd Dec 13, 11:08 AM
    And I STILL can't log in!

    EDIT -Thanks to a suggestion on another thread I disconnected from the internet (didn't reboot the router) then reconnected a few minutes later to get a new IP address allocated -and lo and behold, I can log in !!
    Last edited by brewerdave; 03-12-2013 at 11:21 AM.
    • Kavanne
    • By Kavanne 3rd Dec 13, 11:37 AM
    • 5,014 Posts
    • 2,551 Thanks
    Kavanne
    • #7
    • 3rd Dec 13, 11:37 AM
    • #7
    • 3rd Dec 13, 11:37 AM
    I made an online payment from my santander account to my RBS one at the weekend, it was there immediately after when I checked my mobile app but now it has disappeared!! I've tried calling RBS but I waited for half an hour and no answer.
    Originally posted by Kavanne
    My money is back in my account Yay
    Kavanne
    Nuns! Nuns! Reverse!

    'I do my job, do you do yours?'

    • callum9999
    • By callum9999 3rd Dec 13, 4:54 PM
    • 3,950 Posts
    • 2,408 Thanks
    callum9999
    • #8
    • 3rd Dec 13, 4:54 PM
    • #8
    • 3rd Dec 13, 4:54 PM
    OK Helen, I had money sent to my account yesterday, I transferred it out my account to another, today the credited funds aren't showing but my balance is minus because the transfer of funds is, i'd like to know when my statement is likely to reflect this, when my balance will be updated accordingly, if i will get a charge for the unauthorised overdraft (being in minus) and if I will be compensated for not being able to access a penny of my money today because I do not have an overdraft facility.

    Thanks
    Originally posted by djrenegade
    Yes you'd get all the charges refunded - as has already been said ad nauseum. It's even in the title of this very thread...

    No you probably won't be compensated further. It's not their fault you leave every penny you have in one account (particularly considering this site advises people not to do that time and time again! - and you can hardly claim that you were unaware these things happen considering the enormous publicity around it when it happened last year, again with Natwest/RBS), but it's definitely worth asking for anyway. They can only say no!
    • Former MSE Helen
    • By Former MSE Helen 3rd Dec 13, 6:43 PM
    • 2,324 Posts
    • 971 Thanks
    Former MSE Helen
    • #9
    • 3rd Dec 13, 6:43 PM
    MSE News: NatWest, RBS and Ulster Bank glitch: RBS answers your questions
    • #9
    • 3rd Dec 13, 6:43 PM
    "MoneySavingExpert.com puts your concerns over this week's IT glitch to the RBS Group..."

    Read the full story:

    NatWest, RBS and Ulster Bank glitch: RBS answers your questions




    Click reply below to discuss. If you havenít already, join the forum to reply. If you arenít sure how it all works, read our New to Forum? Intro Guide.

    • dazzammm
    • By dazzammm 3rd Dec 13, 7:35 PM
    • 76 Posts
    • 20 Thanks
    dazzammm
    its no coincidence that the problems have occured since the UK staff who looked after the system (20+ yrs IT experience each) were replaced by offshore graduates (the entire TEAM dont have 10 years IT experience!)

    its the same across all banks, retails, insurance companies, utility companies - guys who have been there decades and averted these types of disasters many times over being replaced by offshore people straight out of university with next to no experience and definatley no experience of averting these kind of problems. all in the name of cost cutting / increasing profits.

    there are thousands of these guys who have been out of work for years or have had to find new careers who could have solved the problem in half an hour.

    Ask yourself - did we have this many IT glitches 5 years ago?
  • Sammie20131
    I am thinking about moving to Barclays these last 18 months I have had my interest free overdraft buffer removed, charges hiked, ISA interest rate cut in half and these IT issues 3 times.

    I am worried about closing an account that I have held for 5 years and moving to someone else. May I ask, will closing my account affect my credit file, are Barclays any better or am I just moving from one issue bank to another?? Please help
    House Deposit £51,904.02 / £76,800

  • Paul B.
    I am thinking about moving to Barclays these last 18 months I have had my interest free overdraft buffer removed, charges hiked, ISA interest rate cut in half and these IT issues 3 times.

    I am worried about closing an account that I have held for 5 years and moving to someone else. May I ask, will closing my account affect my credit file, are Barclays any better or am I just moving from one issue bank to another?? Please help
    Originally posted by Sammie20131
    Closing the account shouldn't have any effect on your credit rating, you can even use the new switching service which moves your account in 7 days including direct debits, the most attractive reason I thought was that it redirects payments for 13 months after you move so any payments sent to your old account go to your new one.
    • scottishminnie
    • By scottishminnie 4th Dec 13, 7:59 AM
    • 2,995 Posts
    • 58,029 Thanks
    scottishminnie
    its no coincidence that the problems have occured since the UK staff who looked after the system (20+ yrs IT experience each) were replaced by offshore graduates (the entire TEAM dont have 10 years IT experience!)

    its the same across all banks, retails, insurance companies, utility companies - guys who have been there decades and averted these types of disasters many times over being replaced by offshore people straight out of university with next to no experience and definatley no experience of averting these kind of problems. all in the name of cost cutting / increasing profits.

    there are thousands of these guys who have been out of work for years or have had to find new careers who could have solved the problem in half an hour.

    Ask yourself - did we have this many IT glitches 5 years ago?
    Originally posted by dazzammm
    spot on dazzammm. It may have happened to RBS on this occasion however many of the other banks are in exactly the same position through lack of investment and loss of knowledge.

    If customers feel the need to switch after this latest incident they are entirely within their rights to do so however sadly none of the banks are even close to being immune to this.
    NO FARMS = NO FOOD
    • Gordon the Moron
    • By Gordon the Moron 4th Dec 13, 8:03 AM
    • 1,452 Posts
    • 739 Thanks
    Gordon the Moron
    I am thinking about moving to Barclays these last 18 months I have had my interest free overdraft buffer removed, charges hiked, ISA interest rate cut in half and these IT issues 3 times.

    I am worried about closing an account that I have held for 5 years and moving to someone else. May I ask, will closing my account affect my credit file, are Barclays any better or am I just moving from one issue bank to another?? Please help
    Originally posted by Sammie20131
    All very good reasons to switch (along with the Natwest/RBS current account offerings being pants)

    That said I wouldn't go with Barclays personally, first their current account offering is no better than Natwest/RBS.

    Secondly from my experience their branch customer service is worse than Natwest/RBS (I can only speak for the ones local to me) but when I went in they were always a lot slower serving you. I'm with Santander and don't believe all the crap about their service being so bad, they are fine for me.

    http://www.moneysavingexpert.com/banking/compare-best-bank-accounts
    Have a look here for the best deals.
    If you don't like what I say slap me around with a large trout and PM me to tell me why.

    If you do like it please hit the thanks button.
    • VT82
    • By VT82 4th Dec 13, 8:50 AM
    • 1,038 Posts
    • 877 Thanks
    VT82
    its no coincidence that the problems have occured since the UK staff who looked after the system (20+ yrs IT experience each) were replaced by offshore graduates (the entire TEAM dont have 10 years IT experience!)

    there are thousands of these guys who have been out of work for years or have had to find new careers who could have solved the problem in half an hour.
    Originally posted by dazzammm
    By that logic, the IT people over the last 20 years are responsible for not having had the gumption to point out that the legacy systems needed an overhaul or they would eventually fail.

    Planting a poison pill - forcing yourself to become indispensable to your employer, by allowing flaws that only you can fix to remain in place, might work most of the time to keep you in the job, but it doesn't mean it's right.
    • kezzajane
    • By kezzajane 4th Dec 13, 8:56 AM
    • 17 Posts
    • 15 Thanks
    kezzajane
    Please don't take your frustrations out on the staff who work in your local branch - it is not their fault & if you speak to them nicely, you will more than likely find they will do everything they can to help you. Don't confuse them with the big city boys ...they are just 'normal' people like you, they don't drive porsches & unfortunately can't wave a magic wand & make everything ok for you but they will try.
    • SnowMan
    • By SnowMan 4th Dec 13, 10:11 AM
    • 3,182 Posts
    • 5,923 Thanks
    SnowMan
    MSE News: Hit by latest NatWest and RBS meltdown? Get your charges back
    Originally posted by MSE Helen
    There's nothing worse than a meltdown
    I came, I saw, I melted
    • Blue88
    • By Blue88 4th Dec 13, 10:25 AM
    • 12 Posts
    • 1 Thanks
    Blue88
    RBS, NatWest and Ulster help.

    The bank's agreed to do a Q&A for us about the outage and what can be done. Send us questions ASAP on here.

    Thanks.
    Originally posted by MSE Helen
    Hi
    No one seems to be addressing the knock on effect - by which I mean payments not being made on time into accounts belonging to customers of other banks. So where A is RBS customer who can't pay B then B can't pay C etc.
    • agrinnall
    • By agrinnall 4th Dec 13, 11:24 AM
    • 22,627 Posts
    • 18,623 Thanks
    agrinnall
    By that logic, the IT people over the last 20 years are responsible for not having had the gumption to point out that the legacy systems needed an overhaul or they would eventually fail.

    Planting a poison pill - forcing yourself to become indispensable to your employer, by allowing flaws that only you can fix to remain in place, might work most of the time to keep you in the job, but it doesn't mean it's right.
    Originally posted by VT82
    Many of the people who have been made redundant (or in my case just left) over the last few years had spent many years previously pointing out issues with these systems, but they cannot be held responsible for the failure of management to heed those warnings and make the necessary investment. And having lost all those people, if they now do try to have other people with little understanding make changes to the systems to improve robustness there's a pretty good chance of more disasters to come.
  • Deepfatfriar
    its no coincidence that the problems have occured since the UK staff who looked after the system (20+ yrs IT experience each) were replaced by offshore graduates (the entire TEAM dont have 10 years IT experience!)

    its the same across all banks, retails, insurance companies, utility companies - guys who have been there decades and averted these types of disasters many times over being replaced by offshore people straight out of university with next to no experience and definatley no experience of averting these kind of problems. all in the name of cost cutting / increasing profits.

    there are thousands of these guys who have been out of work for years or have had to find new careers who could have solved the problem in half an hour.

    Ask yourself - did we have this many IT glitches 5 years ago?
    Originally posted by dazzammm


    I too have had many years in IT and have experienced the enormity of changing things like this.


    The major issue is that the Directors of RBS have allowed a situation to develop where they have the worst of all worlds.


    Not only have they allowed the use of obsolete hardware and software to continue but a lot of their software will be unsupported (by manufacturers) and unsupportable by anyone because they have "modified" it.


    Worse still some high flying managers will have said what does "old" x do in the corner there, no one knows so he is made redundant. It turns out old x could write and produce patches in the very ancient computer languages the systems are undoubtedly written in.


    Thus in trying to convert to new systems it will very difficult without knowing how the old ones work. Also bear in mind during transfer of data BOTH systems will need to work .


    Also other companies who electronically interface with RBS/Natwest are far more likely to have 21st Century technology so at some point RBS and Natwest will stop working.


    Personally I think what we are now seeing is the beginning of the end of RBS and Natwest.


    Can you imagine the political fallout when they go to the government for a multi £billion bail out to rebuild their IT whilst still slushing out bonuses ?


    The cost of updating their IT systems will be hundreds of millions of pounds, possibly billions and take years. No competitor in their right mind would buy it certainly not at "market value". Offloading to someone else will not get rid of the problems.

    The prospect of the taxpayer getting their money back from this dinosaur to ancient technology I would say is zero.


    The money they (or we) have had to pay in fines for bad behaviour (rigging interest rates etc) would have gone some way to rebuilding their IT infrastructure.


    In the meantime all bonuses at RBS must be stopped indefinitely and all that money used (if it is possible) to build up an IT fund to get them out of this very deep hole. This will still be a very long project, many years.


    The simplest solution is to advise all customers to move their accounts whilst the bank is progressively run down and eventually closed at a well published date in the future.
    Last edited by Deepfatfriar; 04-12-2013 at 1:07 PM. Reason: remove words
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