NatWest backlash after account problems

NatWest is facing damage to its long-term brand health after technical problems slipped into a third day, prompting a social media backlash from angry customers whose balances have not updated.


The RBS Group owned bank brand – which carries the strapline “Helpful banking” in its advertising – posted a statement on its website this morning (22 June) explaining that “technical issues” mean customers could be unable to draw their wages despite being paid.

Twitter is awash with tweets from angry customers. One said: “Love not being paid….I hate #natwest”. Another read: “There’s no food in the house and no money.. and can’t get any money out. natwest buck your f***ing ideas up!”

Branches opened at 8am this morning following late opening Thursday evening.

NatWest says in its statement: “Staff in our branches and at our call centres are ready and available to answer any questions and help where they can.

“We can assure our customers that this problem is strictly of a technical nature and we continue to work hard to resolve this.

We also recognise this is an unacceptable inconvenience for our customers, for which we apologise.

Staff in our branches and at our call centres are ready and available to answer any questions and help where they can.”

The bank says none of its 12.5 million customers will be left permanently out of pocket. Some RBS and Ulster Bank customers have also been affected.

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