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| NatWest glitch leaves customers locked out of mobile banking app | NatWest glitch leaves customers locked out of mobile banking app |
| (2 days later) | |
| NatWest has been hit by its third IT glitch in nine months when a fault left customers locked out of its mobile banking app for hours. | NatWest has been hit by its third IT glitch in nine months when a fault left customers locked out of its mobile banking app for hours. |
| The problem, which prevented people from logging in, also affected customers of Royal Bank of Scotland and Ulster Bank, and prompted some to take to Twitter to vent their anger. | The problem, which prevented people from logging in, also affected customers of Royal Bank of Scotland and Ulster Bank, and prompted some to take to Twitter to vent their anger. |
| The three banks' mobile apps have well over two million active users, with at least 13m log-ins taking place each week. | The three banks' mobile apps have well over two million active users, with at least 13m log-ins taking place each week. |
| The technical problems – which affected personal and business customers – began at about 6.30am on Thursday and were fully resolved by noon, said a spokeswoman. Customers with Android and BlackBerry phones were able to log in sooner than iPhone and iPad users. | The technical problems – which affected personal and business customers – began at about 6.30am on Thursday and were fully resolved by noon, said a spokeswoman. Customers with Android and BlackBerry phones were able to log in sooner than iPhone and iPad users. |
| One Twitter user wrote: "No access to my iPhone app think it's time to change banks!" Another: "The one day I'm desperate to use the NatWest app it's broken, get it together people." | One Twitter user wrote: "No access to my iPhone app think it's time to change banks!" Another: "The one day I'm desperate to use the NatWest app it's broken, get it together people." |
| Pointing out the bank's previous IT problems, another Twitter user wrote: "How many chances do they want? After last time you would think they've learned." | Pointing out the bank's previous IT problems, another Twitter user wrote: "How many chances do they want? After last time you would think they've learned." |
| Earlier this month, customers were unable to withdraw cash, pay for goods and services or carry out telephone and online banking for hours after an apparent IT error caused the bank's systems to crash. In June 2012, a botched software upgrade at the banking group meant millions of NatWest, RBS and Ulster Bank customers were left without access to their money for more than a week in some cases. In that instance, the group was quick to deny suggestions that the "offshoring" of IT jobs to India had led to the problems. | Earlier this month, customers were unable to withdraw cash, pay for goods and services or carry out telephone and online banking for hours after an apparent IT error caused the bank's systems to crash. In June 2012, a botched software upgrade at the banking group meant millions of NatWest, RBS and Ulster Bank customers were left without access to their money for more than a week in some cases. In that instance, the group was quick to deny suggestions that the "offshoring" of IT jobs to India had led to the problems. |
| The bank said no other services were affected by the latest technical fault. "All our mobile banking applications are now running normally. We apologise again for the inconvenience caused to our customers," said the spokeswoman. | The bank said no other services were affected by the latest technical fault. "All our mobile banking applications are now running normally. We apologise again for the inconvenience caused to our customers," said the spokeswoman. |
| The hitch came a fortnight after RBS and NatWest launched a new facility for users of their mobile apps: a payment service allowing people to send money to anyone with a Visa card. | The hitch came a fortnight after RBS and NatWest launched a new facility for users of their mobile apps: a payment service allowing people to send money to anyone with a Visa card. |
| A spokeswoman for the consumer organisation Which? said the problems would raise wider questions about "how robust and up-to-date banks' IT systems are". | A spokeswoman for the consumer organisation Which? said the problems would raise wider questions about "how robust and up-to-date banks' IT systems are". |
| She said: "Consumers and businesses alike rely on mobile banking services to access their accounts, and consumers will rightly want to be assured that their money is accessible and safe at all times." | She said: "Consumers and businesses alike rely on mobile banking services to access their accounts, and consumers will rightly want to be assured that their money is accessible and safe at all times." |
| The Move Your Money campaign group, which launched in the UK a year ago, said customers fed up with being hit with IT problems should consider switching to an alternative provider such as an ethical bank, building society or credit union. | The Move Your Money campaign group, which launched in the UK a year ago, said customers fed up with being hit with IT problems should consider switching to an alternative provider such as an ethical bank, building society or credit union. |
| A spokeswoman, Laura Willoughby, said: "Coming just weeks after the last IT failure, this really is the last straw for customers fed up with such unhelpful banking. RBS is not only too big to fail, but too big to provide proper customer service as well. | A spokeswoman, Laura Willoughby, said: "Coming just weeks after the last IT failure, this really is the last straw for customers fed up with such unhelpful banking. RBS is not only too big to fail, but too big to provide proper customer service as well. |
| "A third IT meltdown in only nine months is absolutely unforgivable. How can RBS inspire confidence in its banking activities when its IT platform crashes so often?" | "A third IT meltdown in only nine months is absolutely unforgivable. How can RBS inspire confidence in its banking activities when its IT platform crashes so often?" |