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28/06/2012

By Scott Thompson

RBS continues to play catch up and face the wrath of disgruntled customers, a week on from its much publicised IT glitch. While it now appears to be business as usual at NatWest, "significant stress" on its systems means there will not be "a completely normal service" across all its banks until Monday.

It all started last Tuesday when an update to its batch scheduling software, CA 7 Workload Automation, supplied by CA Technologies, went awry. By the time this was put right, a huge backlog of transactions had built up. Millions of NatWest customers were affected for several days, unable to make payments or access online banking.

RBS has rebuffed suggestions that an inexperienced tech operative in India was partially responsible for the botched software update and declined to deny a BBC report that it is considering taking legal action against CA Technologies. Meanwhile, it issued a statement yesterday, noting that, "the major backlog of account balance updates cleared on Monday for RBS and NatWest customers. This means that account balances have registered as normal for the vast majority of RBS and NatWest customers over the last two days. We can also confirm that the small amount of outstanding unprocessed transactions continues to reduce, and significant further progress is expected today. As previously cautioned, however, progress towards a completely normal service is likely to be affected by the significant stress on the system over recent days."

It added that "the significant problems facing Ulster Bank are likely to continue for the remainder of this week, however the solution applied in NatWest and RBS has been successfully applied to Ulster Bank overnight, increasing our confidence that we will restore a full service by Monday."

The statement attracted numerous comments from angry customers, including: 'Been a customer for years. Have to say I feel I have been robbed! No access to my wages (paid on 26th June) If I was short in account/overdrawn or late in paying you I would be charged! Where is MY compensation! Have to say I will be moving banks in future...once I get my money for the work I get paid for! Ulsterbank customer (disgruntled)'



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