NATWEST, RBS and HSBC customers were locked out of their accounts this morning after the banks’ online and mobile banking systems went down.
RBS and NatWest, which are both part of the RBS Group, reported issues with credit card accounts and urged customers who needed to check their balance to use telephone banking instead.
HSBC – which has 38million customers worldwide – also tweeted that it was “aware [that] some customers are having problems using online and mobile banking”.
While its sister bank First Direct, which has 1.2million customers, also reported issues with online banking.
All four banks are now back up and running as normal.
Hundreds of NatWest customers began complaining about the lack of service around 9:50am, according to Downdetector.co.uk.
By 10:50am, the site reported 620 complaints, with 88 per cent of them being about online banking and 9 per cent about mobile banking.
RBS had received around 188 complaints of which 88 per cent were without online banking.
More than 7.5million people in the UK have a personal bank account with NatWest, while RBS serves 18.9million customers worldwide.
HSBC account holders began complaining about 7am, peaking at more than 1,000 complaints shortly before 10am.
First Direct’s problems were peaking at more than 700 complaints at 9am.
In a statement on its Twitter page, NatWest and RBS said that the issues were only affecting credit card holders.
The statements read: “Some customers aren’t currently able to view their credit card information on our mobile app or digital banking.
“We’re working hard to fix this, sorry if it’s causing you any issues.”
The banks were reassuring credit card customers that they could still use the app and digital banking to make payments but couldn’t use it to view their balance.
Credit card holders who need help urgently could send the banks a private message on social media or message them using their webchat on the website or in the mobile app.
HSBC said in a tweet to customers: “We’re really sorry and are working hard to fix this. Please check back here for the latest updates.”
It told The Sun that it’s advises customers to “wait a few minutes and try again.”
The bank adds that any overdraft charges incurred as a result of the glitch will be automatically refunded.
But there is no indication of what caused the issue.
Frustrated customers have taken to twitter to complain to their banks.
One person wrote to HSBC: “This is poor timing, clients wanting to complete and move house! Hope it’s resolved soon! Today could be a long day.”
Another HSBC customer said: “It’s alright. You take your time. It’s only pay day.”
Many business owners are also complaining that NatWest’s Bankline service is down on the last Friday before Christmas.
One person has said: “@NatWest_Help what’s up with Bankline? Of all the days in the year for it to be playing up…”
Most read in money
PAYING THE PRICE
Another added: “@NatWest_Help can you please advise when Bankline will be up and running?”
It’s the second time in a month that an online glitch left NatWest and RBS customers locked out – the last time it happened was on Black Friday.
HSBC left customers were also locked out of their accounts thanks to an online banking glitch back in October too.
A spokes person from HSBC told The Sun: “We will be happy to help our customers with any issues that have arisen because of the disruption.”
NatWest and RBS has also apologised to customers for the inconvenience.
Source: Read Full Article