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NatWest Mulberry Alexa customers were double-charged for personal loan repayments during IT fiasco

2012.07.04. 04:28 Aurora1

Royal Bank of Scotland has botched customer payments for the second time in a fortnight. Days after leaving 7. 5million customers penniless or struggling to use their accounts, the state-owned bank has accidentally taken loan payments from tens of thousands of borrowers twice .Mulberry Shoulder Bags Sale. It was forced into a humiliating apology yesterday after the fresh computer error unexpectedly swiped up to £800 from NatWest and RBS customers. Last month a fault in the bank’s computers meant customers did not receive their wages or missed vital mortgage or loan payments after direct debits were not paid. Issues: Problems at RBS began on 21 June when customers were left high and dry by 'technical difficulties' and some were charged twice for loan repayments RBS said it was still investigating how many were hit by the latest problem which affected customers with personal loans. RBS has an estimated two million such customers, but said it was ‘aware that a small number of personal loan payments from customers have been debited twice’. Lisa Parker, 35, from Bradford-on-Avon, Wiltshire, faced being stranded at a petrol station after her RBS card was turned down when she tried to buy fuel because the second payment had left her overdrawn. She said: ‘Fortunately I had my credit card with me, so i was able to pay. But I dread to think what would have happened if i hadn’t had that option. ’ RBS apologised to customers but said they should expect problems as its systems returned to normal. It promised to refund any charges and penalties but stopped short of offering compensation. A spokesman said: 'We apologise to any customers experiencing problems.

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We said last week that we expected to see a few bumps in the road for customers as we get things fully back on track. 'Any customers experiencing problems should contact our call centre or visit their local branch and we will put things right. ' Undeserving: RBS boss Stephen Hester said the systems chaos at NatWest meant he would not accept a bonus Several customers have taken to Twitter to express their frustration at the service. One tweeted: natwest causing me no end of problems! Its a total joke how the system can grind to halt like this' Another wrote: 'RBS screwing up again. This time loan repayments being taken out twice in error. All customers should check. ' The group has been working 'round the clock' to resolve the problems which began two weeks ago and meant NatWest, Ulster Bank and RBS customers’ balances were not updating properly. It has had greater difficulty clearing up the glitches, which meant people’s wages did not appear and house purchases and holidays were disrupted, for Ulster Bank customers. RBS Group chief executive Stephen Hester said last week that he will forgo his bonus this year because of the chaos and has promised a 'full and detailed investigation'. Despite facing some calls to quit, he has said he is determined to 'personally lead the process' of regaining customers’ trust. Some customers writing on NatWest's website today said they were still experiencing problems with money showing up in their accounts. In a reference to Barclays chief executive Bob Diamond, who has fallen on his sword following the rate-rigging scandal, 'Skint from Bradford' wrote on the 'ideas' section of NatWest's website: 'Mr Diamond has resigned - will you do the same Mr Hester? ' Ulster Bank has said that it has made 'steady inroads' to its delays, but added that while the pace of progress has improved it has been slower than customers would have liked. RBS has been working 'round the clock' to resolve the problems which meant NatWest, Ulster Bank and RBS customers’ balances were not updating properly Ulster Bank customers should hopefully see their balances updating over the coming week, the bank's parent group has said. Due to the way the technology was set up when the three banks were integrated, Ulster Bank payments happen to follow in sequence after those of NatWest and RBS, which 'in no way' reflects any priority given to customers, RBS Group has said. Analysts have said that people's decisions on whether to switch accounts could hinge on how satisfied customers are with how the banking group puts the problems right. However, building society Nationwide said that it has seen an 85 per cent increase week-on-week in the number of customers opening and transferring their main account online. Including customers who have switched their accounts in branch as well as online, the society said it has seen an overall rise week-on-week of 26 per cent. fashion and stylish mulberry bags.John Crossley, Nationwide head of current accounts, said: 'Customers are clearly unhappy with recent events and are opting to vote with their feet. ' RBS's initial findings were that the problems were created when maintenance on its systems, which are managed and operated by its team in Edinburgh, created an error which stopped people’s accounts updating properly. The problem was made worse because the team could not access a record of the transactions that had been processed up to the point of failure. A 'substantial backlog' was created because the group, which processes 20 million transactions a day, had to try to pinpoint the moment at which processing had stopped, which created more delays. The bank boss said on Friday that, while a 'large number' of customers’ problems had been resolved through bank branches and call centres, around 15, 000 required a greater degree of attention .Mulberry Totes Bags Sale. While the banking group has said no-one will be left permanently out of pocket and has urged people to keep records of how they were affected, many customers have argued they should be given compensation for their inconvenience on top of their losses. Fears have also been raised that customers could unwittingly have their credit ratings blotted, although the bank is working with other agencies to make sure this does not happen. RBS Group extended its opening ebags to cope with the chaos and even took the step of opening on a Sunday for the first time.

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