NatWest, RBS and Ulster Banks still affected by IT failure
Some customers of NatWest, RBS and Ulster Bank are still experiencing difficulties in accessing their money, with problems caused by an IT failure dragging on into another weekend.
Although the group claims that 99% of RBS and NatWest accounts are now up to date, hundreds of branches are opening with extended hours again this weekend to deal with ongoing problems.
Ulster Bank is opening 60 of its branches on Saturday 30 June and 22 branches for three hours on Sunday 1 July, to help customers still experiencing difficulties.
Ulster Bank’s call centre has handled around 70,000 calls this week from customers.
In a letter to the Treasury Select Committee chairman Andrew Tyrie, RBS chief executive Stephen Hester admitted that around 15,000 customer problems caused by the IT glitch could not be resolved immediately.
He also admitted that the resilience of the banks’ IT system was not strong enough.
The problem occurred 10 days ago when a routine software update caused the system to fail, leaving thousands of customers without access to their money.
In his letter to Mr Tyrie, Mr Hester promised a full and detailed investigation into the problem, overseen by independent experts.
He also expressed his determination to regain the trust of the bank’s customers.
Mr Hester is giving up his bonus this year because he believes it would be “inappropriate” to accept it in view of the problems.
RBS has promised that no customer will suffer a financial loss as a result of the ongoing problems.
It is advising people to keep records of how they have been affected and to contact the bank as soon as possible.
RBS is also working with agencies to make sure that customers do not have their credit scores downgraded because they have been unable to make payments on time