RBS branches to open early after IT problems

More than 1,000 NatWest and RBS branches will open early on Wednesday after a glitch left customers unable to use credit and debit cards for three hours on Monday evening.

The problem for RBS - and frankly most of the other big banks - is that it has been under investing for years in the IT infrastructure. These are the back room computers that make all this work normally.

In fact, a lot of the systems date back to the 1980s or 1990s and one former RBS IT executive described to me a "culture of fear" within the teams there. They don't want to touch these systems because often when they do, they break.

RBS says it is tackling the IT problems, it's investing an extra £450m but with this latest collapse happening just as the Christmas spending really begins to gear up, they might be wishing they out that money in some time ago.

RBS Group - which represents RBS and NatWest - has said cases of customers being "out of pocket" due to the recent card payment problems will be considered on an individual basis.

Customers are asked to call their bank or visit a branch to discuss the matter with staff.

A spokesman for RBS said: "We are committed to putting this right."

• NatWest customers should call: 0800 151 0404
• RBS customers should call: 0800 151 0405

The chief executive of RBS has admitted last night's situation where customers found themselves unable to pay at tills and unable to access online banking as "unacceptable" and has blamed decades of failure "to invest properly in its systems":

RBS has said it is to compensate customers left "out of pocket" from the recent card payment failures. NatWest, RBS and Ulster Bank customers were left unable to use their bank cards for three hours yesterday. The banks say the matter is now resolved.

Customers of NatWest, RBS and Ulster Bank have been sharing their experiences on the ITV News Facebook page after services at the banks went down for several hours yesterday, leaving customers unable to use their credit and debit cards.

Denise Paton wrote: "Unable to get money out to buy electric and it will run out by the morning so praying they fix the problem asap because I'm electric only, so need it for everything."

Libby Field wrote: With any luck Tesco will keep hold of my shopping till they sort out their issues. I was left red faced at the tills and had Christmas presents in there for my daughter."

Gee Mix wrote: "I had some voucher codes for a discount on a few things and cannot pay online! It is going to end up that I'm going to miss out on saving money and may not be able to afford gifts now that I wanted for Xmas! Thanks NatWest.

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RBS customers still experiencing problems with their accounts this morning are urged to call the bank. Yesterday customers were left unable to use their credit and debit cards for three hours. The bank says the problems are now resolved.

RBS has insisted "all of our services are now back working" after customers were unable to use their debit or credit cards:

RBS: We will put it right if customers out of pocket