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You can find the current article at its original source at http://www.guardian.co.uk/money/2012/jul/02/rbs-it-ulster-bank-customers-without-access
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| RBS IT fallout: Ulster Bank customers still without account access | RBS IT fallout: Ulster Bank customers still without account access |
| (12 days later) | |
| Thousands of frustrated Ulster Bank customers could face several more days without access to their money following the catastrophic IT meltdown at parent group Royal Bank of Scotland that left millions of NatWest customers without cash. | Thousands of frustrated Ulster Bank customers could face several more days without access to their money following the catastrophic IT meltdown at parent group Royal Bank of Scotland that left millions of NatWest customers without cash. |
| Customers had hoped to be able to access cash on Monday, but Ulster Bank has admitted it has no idea when the problem will be fixed, and that delays could continue throughout the week. | Customers had hoped to be able to access cash on Monday, but Ulster Bank has admitted it has no idea when the problem will be fixed, and that delays could continue throughout the week. |
| A a statement issued by RBS said: "We target that customers should see their balances updating during the coming week. However, normal service will take some further time as our experience from dealing with the same issues in the UK suggests that there may be bumps along the road." | A a statement issued by RBS said: "We target that customers should see their balances updating during the coming week. However, normal service will take some further time as our experience from dealing with the same issues in the UK suggests that there may be bumps along the road." |
| As many as 100,000 customers at Ulster Bank have been affected by the problem, which began on 19 June, and some have been unable to access their accounts for two weeks, despite NatWest and RBS accounts already being fixed. | As many as 100,000 customers at Ulster Bank have been affected by the problem, which began on 19 June, and some have been unable to access their accounts for two weeks, despite NatWest and RBS accounts already being fixed. |
| RBS denied that customers of NatWest and RBS had taken precedent over Ulster Bank: "Unfortunately for our customers in Ireland, Ulster Bank payments follow in sequence after those of NatWest and RBS. This is because of the way the technology was set-up at the time the three banks were integrated. It in no way reflects the priority we attach to our Ulster Bank customers and we regret any confusion this might have caused." | RBS denied that customers of NatWest and RBS had taken precedent over Ulster Bank: "Unfortunately for our customers in Ireland, Ulster Bank payments follow in sequence after those of NatWest and RBS. This is because of the way the technology was set-up at the time the three banks were integrated. It in no way reflects the priority we attach to our Ulster Bank customers and we regret any confusion this might have caused." |
| Stephen Hester, RBS chief executive, apologised personally for the continued delays, adding: "I recognise that being sorry is not enough; we believe we have fixed the initial problem and are now making inroads in catching up with the knock-on effects to our customers in Ulster Bank. We recognise that we are important to Ireland. And Ireland is important to us." | Stephen Hester, RBS chief executive, apologised personally for the continued delays, adding: "I recognise that being sorry is not enough; we believe we have fixed the initial problem and are now making inroads in catching up with the knock-on effects to our customers in Ulster Bank. We recognise that we are important to Ireland. And Ireland is important to us." |
| On 27 June Susan Allen, RBS director of customer services, appeared on a live webchat on the Guardian Money website and told an Ulster Bank customer: "I appreciate your frustration that UB recovery is taking longer than RBS/NW. The problems with UB have been particularly stubborn but we are confident we can fully resolve the issues although unfortunately it will take a few more days." | On 27 June Susan Allen, RBS director of customer services, appeared on a live webchat on the Guardian Money website and told an Ulster Bank customer: "I appreciate your frustration that UB recovery is taking longer than RBS/NW. The problems with UB have been particularly stubborn but we are confident we can fully resolve the issues although unfortunately it will take a few more days." |
| But today RBS could not confirm exactly when the problem will be resolved, or confirm exactly how many customers remain affected by the continued delays. | But today RBS could not confirm exactly when the problem will be resolved, or confirm exactly how many customers remain affected by the continued delays. |
| The bank will keep 42 of its branches open until 7pm to deal with irate customers. It said people visiting a branch should take photographic identification, account details and payslips with them if they need to withdraw cash. Despite the assurances, hundreds of Ulster customers have taken to Twitter to vent their frustration. | The bank will keep 42 of its branches open until 7pm to deal with irate customers. It said people visiting a branch should take photographic identification, account details and payslips with them if they need to withdraw cash. Despite the assurances, hundreds of Ulster customers have taken to Twitter to vent their frustration. |
| "I paid in a lot of cheques to my business account last week and Ulster Bank can't tell me in-branch, online or on phone how much is in there," wrote @damiennulley; @travelbill07, meanwhile, said: "Thanks to the Ulster bank we are no longer 2nd class citizens but 3rd class!!! U couldn't make it up!!!" | "I paid in a lot of cheques to my business account last week and Ulster Bank can't tell me in-branch, online or on phone how much is in there," wrote @damiennulley; @travelbill07, meanwhile, said: "Thanks to the Ulster bank we are no longer 2nd class citizens but 3rd class!!! U couldn't make it up!!!" |
| @TourAbsurd added: "I've been unable to access my money, as well, and I am out of country. Can't even recharge my phone to call them." | @TourAbsurd added: "I've been unable to access my money, as well, and I am out of country. Can't even recharge my phone to call them." |
| RBS has promised it will conduct "a full and detailed investigation into the causes of the problem, overseen by independent experts, once the critical system recovery tasks are completed." | RBS has promised it will conduct "a full and detailed investigation into the causes of the problem, overseen by independent experts, once the critical system recovery tasks are completed." |
| Top savings accounts | Top savings accounts |
| Manchester BS | Manchester BS |
| Derbyshire BS | Derbyshire BS |
| Aldermore | |
| Powered by MoneySupermarket for the Guardian | Powered by MoneySupermarket for the Guardian |