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RBS may compensate customers after accounts disrupted RBS to compensate customers after accounts disrupted
(35 minutes later)
The Royal Bank of Scotland (RBS) group has said it may compensate customers who experienced disruption to their banking services overnight. The Royal Bank of Scotland (RBS) group has said it will compensate customers who experienced disruption to their banking services overnight.
Customers at RBS, NatWest and Ulster Bank faced problems with online and phone banking, cash withdrawals and debit card payments at about 2200 GMT. Customers at RBS, NatWest and Ulster Bank faced problems with online and phone banking, cash withdrawals and debit card payments at on Wednesday evening.
There were reports of some customers having their cards "swallowed" at cash points.There were reports of some customers having their cards "swallowed" at cash points.
RBS said all services had returned to normal at 0100 GMT. RBS said services have been restored.
However, some customers said they still could not access their accounts until later on Thursday morning. However, some customers said they still could not access their accounts.
Account holders wanting compensation are being asked to contact the bank. "We will look at it on a case-by-case basis," said a spokesperson at the bank's Edinburgh headquarters.Account holders wanting compensation are being asked to contact the bank. "We will look at it on a case-by-case basis," said a spokesperson at the bank's Edinburgh headquarters.
One customer, Darren Reuben, has already been compensated by NatWest.
He had to get someone else to pay for his dinner at a restaurant on Wednesday evening.
He was first of all offered £30 in compensation, and when he declined, he was then offered £70, to cover the embarrassment caused.
"It was paid into my account straight away," he told the BBC.
"While it was embarrassing, they did me a good turn," he said.
The latest disruption follows an earlier failure last summer, when services were disrupted over several weeks.The latest disruption follows an earlier failure last summer, when services were disrupted over several weeks.
'Disappointed''Disappointed'
The bank, which has 25 million customers in the UK, has apologised to those affected.The bank, which has 25 million customers in the UK, has apologised to those affected.
"We are disappointed that our customers have faced disruption to banking services for a period yesterday evening, and apologise for that.""We are disappointed that our customers have faced disruption to banking services for a period yesterday evening, and apologise for that."
The bank is insisting that all services are now back to normal, apart from some "isolated incidents."The bank is insisting that all services are now back to normal, apart from some "isolated incidents."
Earlier customers took to social networking sites to complain about the problems. However some customers, including Steve Kitchen from Manchester, said their problems had still not been fixed by 10am on Thursday.
Stuart Keel said on Twitter: "No cards accepted, apps or online banking working across the country. I found out the hard way, declined in Asda!" "I'm awaiting a further update call. It's a shambles!"
Earlier Stuart Keel said on Twitter: "No cards accepted, apps or online banking working across the country. I found out the hard way, declined in Asda!"
Previous problemsPrevious problems
It is not the first time that RBS has experienced difficulties with its systems.It is not the first time that RBS has experienced difficulties with its systems.
In June 2012, 16 million customers of RBS, NatWest and Ulster bank had difficulties with cash withdrawals, phone and online banking and debit cards, which the bank blamed on a software update.In June 2012, 16 million customers of RBS, NatWest and Ulster bank had difficulties with cash withdrawals, phone and online banking and debit cards, which the bank blamed on a software update.
It said there had been an error in its Edinburgh office, involving the maintenance of its systems.It said there had been an error in its Edinburgh office, involving the maintenance of its systems.
At the time of last year's incident, Stephen Hester, the chief executive of RBS, said: "We have to learn lessons from what went wrong here and try to make (such failures) less likely in future."At the time of last year's incident, Stephen Hester, the chief executive of RBS, said: "We have to learn lessons from what went wrong here and try to make (such failures) less likely in future."
The disruption was one reason why Mr Hester declined to accept part of his annual bonus.The disruption was one reason why Mr Hester declined to accept part of his annual bonus.
In total, £125m was paid out to customers in compensation last year, and branch opening hours were extended to help customers who experienced difficulties.In total, £125m was paid out to customers in compensation last year, and branch opening hours were extended to help customers who experienced difficulties.
What went wrong?What went wrong?
RBS has not yet given a reason as to why its computer systems failed this time round.RBS has not yet given a reason as to why its computer systems failed this time round.
But some analysts are critical about the age of some of the bank's software.But some analysts are critical about the age of some of the bank's software.
"We just have a lot of legacy systems out there," said Frances Coppola, a former RBS employee and an independent banking analyst."We just have a lot of legacy systems out there," said Frances Coppola, a former RBS employee and an independent banking analyst.
"Some of those systems haven't been replaced for a long time," she said."Some of those systems haven't been replaced for a long time," she said.
But some accuse RBS of taking its eye off the ball.But some accuse RBS of taking its eye off the ball.
"The bank has given too much priority to grand schemes and acquisitions, rather than running a day-to-day bank," said Alastair Winter, chief economist at Daniel Stewart Securities."The bank has given too much priority to grand schemes and acquisitions, rather than running a day-to-day bank," said Alastair Winter, chief economist at Daniel Stewart Securities.
Any customers still experiencing difficulties are being asked to call 0845 7242424 if an RBS customer or 0845 7888 444 if a NatWest customer.Any customers still experiencing difficulties are being asked to call 0845 7242424 if an RBS customer or 0845 7888 444 if a NatWest customer.
Are you a NatWest customer? Have you experienced any problems accessing your account? Send us your comments using the form below.Are you a NatWest customer? Have you experienced any problems accessing your account? Send us your comments using the form below.