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| Version 1 | Version 2 |
|---|---|
| Nationwide apology for cash error | Nationwide apology for cash error |
| (about 1 hour later) | |
| Nationwide has apologised to thousands of customers in Northern Ireland after money they withdrew from cash machines was not debited from their accounts. | |
| The error affects more than 7,500 people and involves a total of £400,000 which was taken out of Northern Bank ATMs between November and February. | The error affects more than 7,500 people and involves a total of £400,000 which was taken out of Northern Bank ATMs between November and February. |
| Customers will now have the money debited from their account on 10 March. | Customers will now have the money debited from their account on 10 March. |
| Nationwide said overdrawn customers will not be charged. The error came to light after a customer complained. | Nationwide said overdrawn customers will not be charged. The error came to light after a customer complained. |
| Customers have been notified of the error by letter. | Customers have been notified of the error by letter. |
| Nationwide has admitted the error and apologised | Nationwide has admitted the error and apologised |
| Jay Colville, area director of Nationwide in Northern Ireland, said the error was "not connected" to the upgrade of Northern Bank cash machines before Christmas. | Jay Colville, area director of Nationwide in Northern Ireland, said the error was "not connected" to the upgrade of Northern Bank cash machines before Christmas. |
| "I would just like to apologise to all the customers affected. We do recognise it is our mistake," he said. | "I would just like to apologise to all the customers affected. We do recognise it is our mistake," he said. |
| He said that the problem derived from an IT fault in their connection to the Link network. | He said that the problem derived from an IT fault in their connection to the Link network. |
| "In December, the Link organisation upgraded the ATM system. Unfortunately our system didn't pick that up correctly and we apologise for that," he said. | "In December, the Link organisation upgraded the ATM system. Unfortunately our system didn't pick that up correctly and we apologise for that," he said. |
| Letters have been sent to customers from the Nationwide | Letters have been sent to customers from the Nationwide |
| "We are going to be sympathetic to hardship cases. We won't charge people for this event." | "We are going to be sympathetic to hardship cases. We won't charge people for this event." |
| An internal investigation is now under way into what happened. | An internal investigation is now under way into what happened. |
| Alison Laird of the Consumer Council said they recognised that mistakes happen. | Alison Laird of the Consumer Council said they recognised that mistakes happen. |
| "They (the Nationwide) have given us a full briefing and that is really important because it means that when customers come to us we can help them. | "They (the Nationwide) have given us a full briefing and that is really important because it means that when customers come to us we can help them. |
| "We can tell them what they need to do and how they need to respond. We can provide them with contact details for Nationwide. | "We can tell them what they need to do and how they need to respond. We can provide them with contact details for Nationwide. |
| "That is really important to reassure them that Nationwide will work with them to make sure that the money can go back." | "That is really important to reassure them that Nationwide will work with them to make sure that the money can go back." |