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NatWest, RBS and Ulster Bank extend hours after glitch NatWest computer glitch 'fixed but backlog remains'
(about 4 hours later)
NatWest, RBS and Ulster Bank branches are opening longer this weekend to help hundreds of thousands of customers affected by a computer glitch. The computer error that has affected thousands of NatWest customers has been fixed, a spokeswoman has said.
But the company, owned by the RBS group, is still working through a long backlog of accounts, she said.
The technical fault has disrupted payments to and from NatWest, RBS and Ulster Bank accounts since Thursday.
Branches at these banks are opening longer this weekend to help customers, who have reported unpaid salaries and rent payments not being processed.
More than 1,300 branches will stay open until 16:00 or 18:00 on Saturday and some will also open on Sunday.More than 1,300 branches will stay open until 16:00 or 18:00 on Saturday and some will also open on Sunday.
A technical fault has disrupted payments to and from NatWest, RBS and Ulster Bank accounts since Thursday. Susan Allen, director of customer services at the RBS Group, said the underlying computer failure had been resolved but there was still a lot of accounts to update through the day.
NatWest has said that the underlying computer failure has been resolved but there is still a backlog to clear. "We've made it very clear that nobody would be out of pocket as a result of this error.
"So we deeply regret the inconvenience caused to our customers and customers of other banks, and if people can get in touch we will make sure that we fix this for them."
'Money in taxis'
Staff had worked through the night and there would be double the number of people staffing the phones, she said.
"For those customers affected, please call us, please come into our branches. We can help you, we can get money to you.
"Yesterday I organised to have some money go in a cab to one of our customers. We know this is terrible and we want to make sure we get money to as many people as possible."
Some customers have had to delay completing purchases of homes and others reported concerns about getting money for the weekend, with overnight payments still not appearing on balances on Friday.Some customers have had to delay completing purchases of homes and others reported concerns about getting money for the weekend, with overnight payments still not appearing on balances on Friday.
'Unacceptable inconvenience'
The computer problem is understood to have arisen after staff tried to install a software update on RBS's payment processing system, but ended up corrupting it.The computer problem is understood to have arisen after staff tried to install a software update on RBS's payment processing system, but ended up corrupting it.
NatWest and Ulster Bank are part of the RBS group. NatWest and Ulster Bank are part of the RBS group, but the problem has not been confined to customers of these banks, because other people whose transactions involve banks in this group have also been affected.
NatWest has apologised for the "unacceptable inconvenience" and said no-one will be left out of pocket.
In a statement on its website on Friday, the bank said it was "working hard to fix" technical problems and that staff would be able to help affected customers who needed to access cash.
BBC personal finance correspondent Simon Gompertz said smaller NatWest, RBS and Ulster Bank branches would open until 16:00 on Saturday and larger ones until 18:00.
He said some RBS and NatWest branches would also open from 09:00 until midday on Sunday and that Ulster Bank branches would have slightly different - but still extended - hours.
Our correspondent said the banks in the RBS group had never resorted to Sunday opening on that scale and it was an attempt to placate angry customers and persuade the angriest not to leave.
The Financial Ombudsman Service has said that anyone affected should keep a record of how they were financially disadvantaged.The Financial Ombudsman Service has said that anyone affected should keep a record of how they were financially disadvantaged.
Anyone unhappy with how their bank was responding to their concerns could make a complaint to them, a spokesman said.
Banks are obliged to return affected customers to the position they should have been in had the problem not occurred.Banks are obliged to return affected customers to the position they should have been in had the problem not occurred.
NatWest has 7.5 million personal banking customers and said a large number had been affected. Ulster Bank said earlier that 100,000 of its customers had been affected.NatWest has 7.5 million personal banking customers and said a large number had been affected. Ulster Bank said earlier that 100,000 of its customers had been affected.
Do you bank with NatWest, RBS or Ulster Bank? Have your payments been disrupted because of this computer problem? Are you going to your bank over the weekend to sort out the issue? If you are willing to be interviewed by the BBC please fill in the form below. Do you bank with NatWest, RBS or Ulster Bank? Have your payments been disrupted because of this computer problem? Are you going to your bank over the weekend to sort out the issue? Will you be seeking compensation? If you are willing to be interviewed by the BBC please fill in the form below.