The technical problems that have caused chaos for NatWest customers for several days could end up costing the bank millions of pounds in additional costs and wages. The software glitch left thousands of NatWest, Royal Bank of Scotland and Ulster Bank customers without money and led to 1,200 commercial property branches opening on a Sunday for the first time ever.
The difficulties began last Tuesday when a software upgrade led to the bank’s computer system failing to credit accounts. Customers were also unable to withdraw cash, pay bills or use credit cards. Some customers also found direct debits had been taken out at the same time leaving them seriously overdrawn.
The bank’s website was flooded with complaints and crashed on more than one occasion as a result. In response staff have been working around the clock to resolve the problem with 7,000 employees working between 9am and noon on Sunday. In addition the bank will continue to keep their commercial properties open for extended periods until the backlog is cleared.
It is not known how many of the bank’s 7.5 million customers were affected but director of customer services Susan Allen has pledged that no-one will suffer financial penalties as a result.
She said; “We will automatically waive any overdraft fees or charges on current accounts. This will be processed over the next few days.” She also added that the bank will work with credit agencies to ensure no one has their credit score adversely affected.
Some customers have complained that despite the extended opening hours they have still experienced problems. One said; “I was left over a thousand pounds overdrawn because of this fiasco and had to go to the bank on Sunday simply to do the weekly shop. This was time I’d planned to spend with my family.”
However another NatWest customer praised the bank for the way they had responded to the crisis. After visiting her branch Sarah Smith said; “I didn’t get paid on Friday because of this and desperately needed cash. I went to the bank on Sunday and the staff were very understanding and helpful. I came away with enough money to last me for a few more days by which time they should’ve fixed the problem. They were great.”
With the additional costs involved in opening its commercial property branches for extended periods this software glitch could leave the bank itself with a bill running into millions. Many customers will have little sympathy given the difficulties they have faced and there are growing calls for a full explanation of how a simple upgrade caused such chaos.
Were you affected by the NatWest chaos? Do you think their response was adequate? Let us know what you think.
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Thank you for another great article.