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RBS customers denied 600,000 payments due to IT glitch

IT problems at RBS cause delays in payments reaching customer accounts

Royal Bank of Scotland (RBS) customers suffered at the hands of another IT problem as hundreds of thousands of payments failed to reach their accounts.

About 600,000 payments including tax credits and disability living allowance did not arrive when expected. 

An RBS spokesman said it has got to the bottom of the problem and promised the payments will be in accounts by Saturday 20 June.

“We are aware of an issue which has resulted in a delay to payments and direct debits being applied to some customer accounts. We have fixed the underlying issue, we apologise for the inconvenience caused and we are working flat out to get these payments updated for our customers no later than Saturday," said a bank spokesperson. 

"To any customers concerned about the implications of this issue, we advise them to come into a branch or get in touch with our callcentres, where our staff will be ready to help. We will ensure no customers are left out of pocket as a result of this issue.”

RBS has been subject to costly IT problems in recent years. In 2012 customers were locked out of their accounts for days, as a result of a glitch in the CA-7 batch process scheduler, which froze 12 million accounts. Customers were left unable to access funds for a week or more as RBS, NatWest and Ulster Bank manually updated account balances. 

RBS was fined ₤56m by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority (PRA) as a result.

RBS is not alone, however. Nationwide Building Society customers were recently unable to access internet or mobile banking services. "We're sorry to have to tell you that your online bank is unavailable. We are making every effort to restore service as quickly as possible. We apologise for any inconvenience this will cause you," said the building society at the time.

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