NatWest and RBS have issued a formal apology following a significant app meltdown that prevented customers from accessing their accounts. The widespread issue impacted numerous bank customers, leading to frustration and complaints on social media platforms. Users reported difficulties logging in, making transactions, and accessing essential banking services.
The Royal Bank of Scotland (RBS) acknowledged the outage, citing “connection issues” with their online banking and mobile app. In response to the complaints, RBS released a statement assuring customers that they were actively working to resolve the technical difficulties. Similarly, NatWest, a part of the NatWest Group conglomerate, assured customers of their commitment to address the problem promptly.
Despite the inconvenience caused to customers, both banks expressed regret for the disruption. A spokesperson for NatWest confirmed that the issues affecting mobile banking and online services had been resolved. Notably, NatWest has seen a shift towards digital banking preferences, reflected in the reduction of physical branches in recent years.
While banks are not obligated to provide compensation for service disruptions, affected individuals may be eligible for reimbursement based on the impact of the outage. Customers affected by late payment charges or other financial losses due to the app meltdown are advised to provide evidence to seek potential compensation.
With over 19 million customers, NatWest endeavours to prioritise customer service and swift issue resolution. The incident serves as a reminder of the increasing reliance on digital banking services and the importance of robust technological infrastructures to support seamless customer experiences.