NatWest error leaves customers without cash after glitch delays payments


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NATWEST customers say they’ve woken up this morning to missing payments, and some say this has pushed them into the red.

The bank has admitted a glitch left customers without cash, although it says the problems have been resolved and it has promised users “won’t be left out of pocket”.

It follows what appears to be a huge outage last night where almost 3,000 people complained of issues around 9pm on outage site Down Detector.

These complaints have since subsided, while NatWest’s own service status page doesn’t list any current problems.

But the bank has admitted it experienced an outage last night that left customers struggling to access accounts online, via the app or by phone.

An additional problem meant there was a delay with accounts being both credited with cash, such as wages, and debited with payments, such as bills.

Some customers say this meant cash was missing from accounts, while others claim they experienced problems withdrawing money from ATMs.

Sister bank RBS, meanwhile, says it experienced banking, app and phone issues last night but it tweeted during the evening to say these had been resolved.

RBS doesn’t appear to have been hit by the debit and credit problems. The Sun has contacted the NatWest Banking Group for more information and we’ll update this story as soon as we get a response.

One NatWest customer tweeted today: “I’m money down and it’s made my account go into minus? How am I supposed to pay bills when my money isn’t showing??”

Another said: “Amazing. NatWest down again. Nothing in and nothing out. Hope you get it sorted by 9AM… time to look for another bank methinks.”

Someone else added: “Is there still problems with account balances etc after going down yesterday @NatWest_Help? Worryingly, my balance has not updated today when I logged in.”

Someone else tweeted last night: “Not only that but I cannot withdraw funds via any cashpoint including NatWest ones.”

NatWest tweeted this morning to say the issue had now been fixed. The beleaguered bank added that customers who need help should either send it a message on social media or message it privately via its banking app.

You’re unlikely to get any compensation but if you’ve been pushed into your overdraft or incurred late payment fees because you didn’t have the funds in your account to pay for bills you’re likely to be refunded.

Take screen shots of the problems if they’re still occurring or explain to NatWest what’s happened and provide evidence of the fees charged.

It’s also worth checking your credit report to ensure there’s no adverse impact to your score as NatWest should correct this too if so.

See our guide to how to check if the NatWest and RBS websites or banking apps are working for more information on what to do, and how to complain if you’re unhappy.

NatWest’s tweet said: “We’ve now fixed the issue with delayed debits and credits and customers’ account balances are now showing correctly.

It’s not just banks that have been hit with outages though – most of the major telecoms companies have also suffered disruption to service as customers try to work from home due to the coronavirus crisis.

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