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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 1 hour later)
Royal Bank of Scotland (RBS) 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 between 18:30 and 21:30 GMT on Monday.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 all systems were now back to normal.The group said all systems were now back to normal.
"We are deeply sorry for the inconvenience," said Susan Allen, RBS director of customer relations."We are deeply sorry for the inconvenience," said Susan Allen, RBS director of customer relations.
A group spokesperson added: "If anyone has been left out of pocket as a result of these systems problems, we will put this right." A group spokesman added: "If anyone has been left out of pocket as a result of these systems problems, we will put this right."
However, some customers were still reporting problems with accounts on Tuesday, with some saying that their balances are incorrect.
'Completely unacceptable'
Ms Allen told the BBC that the group still did not know the cause of the glitch, but was working through "a detailed analysis".Ms Allen told the BBC that the group still did not know the cause of the glitch, but was working through "a detailed analysis".
"We've really caused problems. It is completely unacceptable that customers couldn't access their own money," she added."We've really caused problems. 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 issue was particularly bad for Ulster Bank, with customers facing access problems for weeks.
RBS, 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 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.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.
The computer problems are an embarrassment for the new chief executive of RBS, Ross McEwan, who gave a speech two weeks ago about how the bank was going to fundamentally change its customer service.
He announced that a review of the entire RBS business was under way and that major changes will be made, including the introduction of new technology as customers access their accounts online or via machines rather than using a branch.
When Mr McEwan took the job, he wrote to tens of thousands of employees, saying: "We still receive far too many complaints, often on issues that would never arise if our systems and processes were more effective."