http://www.dailymail.co.uk/money/saving/article-2163881/RBS-NatWest-opens-1-200-...NatWest throws open its doors on a Sunday
and promises to refund customers charged by 0845 helpline
By Simon Lambert
PUBLISHED: 10:17, 24 June 2012 | UPDATED: 15:31, 24 June 2012
NatWest threw open the doors to 1,200 branches across the country today, to deliver its first ever Sunday opening, as it tries to deal with the massive problems triggered by a computer meltdown.
The bank has also blundered into another row following its computer meltdown after it failed to provide a free helpline for customers affected - leaving them to call an expensive 0845 number.
RBS-Natwest is battling to clear a massive backlog of payments caused by a computer glitch and the boss of the majority state-owned bank has issued an embarrassed apology to its customers.
It has also said that customers can request to have phone charges repaid that were run up on the high cost line.
Millions of customers unable to move money or pay bills as accounts freeze
NatWest online banking meltdown: Millions of customers unable to move money or pay bills as accounts freeze
Stephen Hester, chief executive of NatWest owner RBS, said: 'I am very sorry for the difficulties people are experiencing. Our customers rely on us day in and day out to get things right, and on this occasion we have let them down. This should not have happened.'
A spokesman said that callers would be reimbursed for any cost they incurred in dialling the 0845 helpline for questions about the glitch.The branches were open today between 9am and noon, as angry customers face their disruption running into next week after the worst technical problems to ever hit a UK bank.
Up to 12 million people have been affected by the major computer error which was triggered when a software upgrade was being installed to the payment system.
The bank has resolved the 'underlying problem' but it could be early next week before all the problems have been dealt with and all payments catch up. Many RBS cash machines across the country have also been out of order over the weekend.
Mr Hester attempted to reassure customers following mounting fears that thousands of people could be hit with penalty charges if their regular payments - including mortgages - were affected.
The bank has said that no one will be left out-of-pocket by the problems and customers who face any extra payments, late fees, or knock-on financial effects are being advised to keep detailed records of charges so that they can reclaim money from RBS.
NatWest has more than 7.5 million personal banking customers but it is unclear how many have been affected.
Mr Hester said: 'Our staff have already helped thousands of customers to access cash and we will continue to provide this service on a 24-hour basis while we work to resolve the problems.
'I also want to reassure customers that no one will be left permanently out of pocket as a result of this, and again, they should contact us directly about this.'
The systems failure, which the company now says began on Tuesday, meant that payments due to be made on Wednesday night, ready for Thursday, did not appear in account balances.
As a result, some customers were blocked from taking money out of cash machines, while others had internet supermarket food deliveries stopped after payments were rejected.
The crisis-hit bank has so far refused to confirm specifically whether it will compensate customers if they are hit with late payment fees from third parties - through no fault of their own.
Some people could not use debit cards at tills, including hotel check-out desks, airports and petrol stations.
Some customers were able to access their money by 4pm Thursday but problems have persisted and customers continued to report being unable to access their cash this morning. It is unclear whether the problem that stopped payments due on Wednesday night have also blocked payments due for last night.
The company has confirmed the problems were not the result of an external attack on its systems.
The initial problem reportedly arose following an attempt to install a software update on RBS's payment processing system, which was then corrupted.
The fault meant payments went awry, wages appeared to go missing and holiday and home purchases were interrupted.
When account balances were not updated properly overnight, credit and debit payments failed to show up as quickly as they should.
Pages: 1
NatWest melt-down (Read 26,985 times)
