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Topic: Storage

Natwest 'glitch' downs phone and internet banking

Summary: Natwest's phone, mobile and internet banking systems have been downed by an IT problem and account balances have not updated overnight.The system was due to undergo maintenance between 01:00am and 4:30am on Saturday morning, but a fault occurred and the systems are not accessible, Natwest press officer Michael Strachan told ZDNet UK on Saturday.

Jack Clark

By Jack Clark for Mapping Babel |

Natwest's phone, mobile and internet banking systems have been downed by an IT problem and account balances have not updated overnight.

The system was due to undergo maintenance between 01:00am and 4:30am on Saturday morning, but a fault occurred and the systems are not accessible, Natwest press officer Michael Strachan told ZDNet UK on Saturday.

"We're sorry our digital, mobile and telephone banking services are currently unavailable," Natwest wrote on a page ZDNet UK saw after attempting to access online banking services. "We're working hard to get them back up and running as soon as possible. We would like to apologise for any inconvenience caused."

Natwest does not have a timetable for when the systems should be fixed. Cash machines and point-of-sale card readers are not affected, Strachan said. Mobile banking should be fixed by now, he said.

"This is not the result of an external hacking attack," he said. "There's just been a glitch between maintenance."

The glitch has caused an "offshoot" problem, Strachan said, which is that customer balances have not updated overnight.

"That won't affect many people, however for some people if you had no money in your account yesterday and there was due to be money credited overnight, that won't have happened... as far as the computer's concerned it's still last night."

Natwest's problems come hours after a server hiccup led to HSBC ATM, point-of-sale, phone, internet and mobile banking services ceasing to work on Friday afternoon.

"NatWest, I have a funny feeling our banking relationship will be over by the time you get you act together," NannyMcReed wrote in a tweet at 1:06pm on Saturday.

Update: 8:10pm

It could be "as much as a day before everything is up and running," Strachan told ZDNet UK on Saturday evening.

Topic: Storage

Jack Clark

About Jack Clark

Currently a reporter for ZDNet UK, I previously worked as a technology researcher and reporter for a London-based news agency.

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87 comments
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  • I too feel that my relationship with Natwest will come to an end as this is not the first time they have had issues.
    There is always delays and errors updating their internet banking.
    anonymous
    Reply Vote
  • This is stupid ive been with nat west for about 3 years now and ave had multiple problems but this is the bigges and i have a family to feed so nat west get your act together please or i fear you will loose customers also earlier in the month my sister who also is with nat west had problems with her child tax credits because they were not paying her proper and please can you keep this blog updated? ill be watching :)
    lolsalad
    Reply Vote
  • they need to get this fixed ASAP. I have a family to feed, bills to pay.
    If its not fixed soon, i'll be leaving them quicker then they have fixed this issue
    anonymous
    Reply Vote
  • im with natwest n its not just internet bankin, me and a few friends cannot get ne money out of cash mashines its saying theres nufing in there when money was due in ther a2day!!!
    hazzbrowny
    Reply Vote
  • The way forward is internet banking. Some how I think not. Come on Nat West get it sorted.
    anonymous
    Reply Vote
  • @ Hazzbrowny
    I had a chat to the press officer and he said if there was money due today it wouldn't have registered, so it'll seem like there's nothing in there
    Jack Clark
    Reply Vote
  • This is an absolute JOKE!! I too have children to feed, my shopping was due to be delivered this morning, but since the funds werent there, i have been left with no food! I have spoken with customer services many times today, first at 9am, i was assured everything would be up and running by 11am. called them again at midday, was told will be fixed by 3, just called again and have been told the next update will be at 5 but theres no guarantee the problem will be solved today!! I have now made a complaint and i suggest everyone does the same. sorry is not enough!!!
    whatthehell-00957
    Reply Vote
  • i went to the bank at 2.30am to get my money and it wasnt working then i am sitting with no electric and the gas running out with two children and one is disabled i hope they sort this as things are getting crazy my end all i want is my money!!
    moc247-bfdeb
    Reply Vote
  • the next so called update to fob ppl off is 4pm its not them going without they should have given us £20 each to tide us over or something but like i said they are not going through this are they
    moc247-bfdeb
    Reply Vote
  • think i'll be doing the same. We are out of food as it was shoppig day, i've had to ring people up and explain direct debits won't be paid because of this. This is rather pathetic of such a big company, this issue should have been fixed within the hours, thousands of people are suffering because of this.

    There is no doubt as soon as my Nationwide account if fully active i will be canelling my services with them. Nothing but problems with Natwest
    anonymous
    Reply Vote
  • This is ridiculous! No money, no food, no heating!!! All ran out this morning and now all they can do is apologise! Sorry but that aint good enough!!! I have another bank account with Co-op, I shall be using that from now on, for everything! ByeBye NatWest!!
    Sporty1200-99767
    Reply Vote
  • i am with NatWest and was due to be paid today i am also due to take my children on holiday today we should have left at 2pm my youngest son has learning difficulties and can not understand why we have to wait what where NatWest thinking all NatWest accounts are credited at 3.30am while didn't they do this maintenance after 4pm
    miggie-da043
    Reply Vote
  • hey everyone. go to the cashpoint, your money should be available now. i have just been able to finally access mine
    whatthehell-00957
    Reply Vote
  • Natwest normally does the absolute minimum for its customers, but now they can't even do that. They told me at ten o'clock this morning that the online services would be back on by mid-day, and now they have shut down all communications. That's me finished with this bunch of clowns. Tesco here I come.
    anonymous
    Reply Vote
  • i will give them a ring and see what they say
    anonymous
    Reply Vote
  • I've just rang them only some accounts and certain ATMS are working, but he said try it out.
    anonymous
    Reply Vote
  • i post just above you what they said. Only certain accounts and ATM's.

    Whatthehell, where did you get your money out???
    anonymous
    Reply Vote
  • Iv been up all day since 1 am this morning the maintinence usually kicks in around 2 am USUALLY today unfortunatly major fail , but they started the maintinence at 1.50am and what makes me mad is that they have had plenty of time to sort out a so called "glitch" which should not take this long also they should have backup servers to prevent this from happening again
    lolsalad
    Reply Vote
  • My moneys cleared go check your accounts people!
    anonymous
    Reply Vote
  • online shows as still an error
    anonymous
    Reply Vote
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