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RBS to compensate 'out of pocket' customers after payment fault RBS to compensate 'out of pocket' customers after payment fault
(about 2 hours later)
The Royal Bank of Scotland (RBS) group has promised to compensate those left "out of pocket" after customers were unable to pay for purchases. Royal Bank of Scotland (RBS) has promised to compensate those left "out of pocket" after customers were unable to pay for purchases.
RBS, Natwest and Ulster Bank customers making online and card payments were affected from 18:00 GMT on Monday, one of the busiest shopping days of 2013. RBS, NatWest and Ulster Bank customers making online and card payments were affected between 18:30 and 21:30 GMT on Monday.
The group said it was "very sorry for the system issues" affecting customers. The group said all systems were now back to normal.
A spokeswoman did not reveal the cause of the glitch but said services were "coming back online". "We are deeply sorry for the inconvenience," said Susan Allen, RBS director of customer relations.
"If customers have been left out of pocket as a result of these system problems, we will put this right," she said. A group spokesperson added: "If anyone has been left out of pocket as a result of these systems problems, we will put this right."
"If any customer is unable to resolve an issue caused by the disruption, they should get in touch with our call centres or come into a branch in the morning where our staff will be ready to help." Ms Allen told BBC Radio 4's Today programme that the group still did not know the cause of the glitch, but was working through "a detailed analysis".
"It is completely unacceptable that customers couldn't access their own money," she added.
In 2012, an IT fault locked many RBS, NatWest and Ulster Bank customers out of their accounts for several days.In 2012, an IT fault locked many RBS, NatWest and Ulster Bank customers out of their accounts for several days.
The bank, which is still 80%-owned by the UK government, said it had improved its services since the problems occurred in June and July of 2012.The bank, which is still 80%-owned by the UK government, said it had improved its services since the problems occurred in June and July of 2012.
'Major problem''Major problem'
One Natwest customer from High Wycombe in Buckinghamshire told the BBC his card had been rejected a number of times on Monday evening.One Natwest customer from High Wycombe in Buckinghamshire told the BBC his card had been rejected a number of times on Monday evening.
"I saw long queues at ATMs, and there were other people whose cards had also been declined."I saw long queues at ATMs, and there were other people whose cards had also been declined.
"I couldn't do my shopping, so it is obviously a major problem for me.""I couldn't do my shopping, so it is obviously a major problem for me."
Monday 2 December has been dubbed Cyber Monday due to the flurry of discounts offered by retailers hoping to boost their festive sales. Monday 2 December was one of the busiest shopping days of the year. It has been dubbed Cyber Monday due to the flurry of discounts offered by retailers hoping to boost their festive sales.