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Natwest and Royal Bank of Scotland customers across the country were locked out of their accounts and left unable to use their payment cards for hours following a huge system breakdown.
Many took to social media on Wednesday evening to complain about their money disappearing, being unable to make payments or even log in.
As well as the online issues, people were unable to pay for shopping or fuel for their cars at shops and petrol stations, or withdraw cash, while the problems persisted, for around three hours between 7.30pm and 10.30pm.
Customers said the app was having technical problems while others have said they have not been able to get cash out.
The Royal Bank of Scotland, a retail banking subsidiary of the NatWest Group, was also suffering from similar problems.
A NatWest spokeswoman said: ‘Our online banking, mobile app and telephony service are now back up and running. We apologise to our customers for the inconvenience caused.’
At the peak of the problem, one frustrated user tweeted: ‘All NatWest systems seem to be down, including their mobile app, online banking, phones, and debit card payments… People can’t even pay their train tickets to get home… Whatever happened, seems quite serious.’
NatWest’s online services have gone down across the UK with many customers being left locked out of their accounts
The bank confirmed on its Twitter account that its mobile app, online banking and telephone services are down
The Royal Bank of Scotland, a retail banking subsidiary of the NatWest Group, is also suffering from similar problems
Another social media user wrote: ‘Your system is still down….been refused twice in shops as card rejected…no cash as can’t withdraw, cash point down …no petrol in car, so can’t fill up…can’t go out now tonight…thanks RBS night ruined!!’
A third added: ‘Just in a taxi tried to pay, card not working, tried to get money out still not working, fare ended up quadrupling in price and had to go to partner’s mothers’ house to borrow some money! Anyway to apply for reimbursement?’
Others vented frustration that the NatWest website claimed payments, credit card and debit card services were ‘working normally’ when so many had reported woes.
Down Detector, which monitors and records system problems, said there were issues since 7.30pm, having received more than 2,500 reports.
In a statement, the bank had told customers: ‘Our mobile app, Online Banking and Telephony Service are currently unavailable and we’re working to fix them asap.
‘We’ll post an update when we have more information.
‘In the meantime, please contact us if you need our help.’
A spokesperson had earlier replied to a customer on Twitter: ‘We’ve been made aware of this issue and we’re investigating it now as a matter of urgency.
‘We hope to have this resolved as soon as possible.
‘We sincerely appreciate your patience at this time and wholeheartedly apologise for any inconvenience.’
Many have been complaining on social media of their money disappearing, being unable to make payments or even log in
One NatWest user said he went to get money from a cashpoint but was unable to
It comes just a week after thousands of disgruntled Barclays and Barclaycard customers were left unable to access their money on the bank’s mobile apps following a crash.
There was also chaos just before the bank holiday weekend when Santander reported issues.
The bank said on Twitter that there were problems with online banking, though some users seemed still able to access the app.
Its social media accounts were inundated with complaints from customers desperate to make transactions on the last Friday of the month – payday for many workers – and ahead of a bank holiday weekend across which millions were looking to be out spending money.
One frustrated user described it as ‘possibly the worst day to have an issue’.
This evening, one customer wrote: ‘Hey NatWest what’s going on? I can’t make any payments and I can’t even logon to my online banking (neither via the app nor via the website!)’
Another said: ‘Tried to make a payment to my NatWest account and it’s been declined.
‘I tried to check my NatWest account and I can’t log onto my account. Is the system down?’
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