NatWest customers missing payments and unable to use debit or credit cards

NATWEST customers say they've woken up this morning to missing payments that have pushed them into the red.

It comes after a payments error left customers without cash, although the bank says problems are now resolved and has promised customers "won't be left out of pocket".

It follows what appears to be a huge outage last night where almost 3,000 people complained of issues around 9pm on outage site Down Detector.

These complaints have since resided on Down Detector, while NatWest's own service page doesn't list any current problems.

But customers on social media now report that while they can login to accounts, payments expected to go in or out haven't been processed.

One customer tweeted today: "I’m money down and it’s made my account go into minus? How am I supposed to pay bills when my money isn’t showing??"



Another said: "Amazing. NatWest down again. Nothing in and nothing out. Hope you get it sorted by 9AM… time to look for another bank methinks."

Someone else added: "Is there still problems with account balances etc after going down yesterday @NatWest_Help? Worryingly, my balance has not updated today when I logged in."

NatWest tweeted this morning to say there had been a delay to debit and credit card balances showing properly but this was now fixed.

It said: "We've now fixed the issue with delayed debits and credits and customers' account balances are now showing correctly.

"Sorry if this has caused you problems – customers won't be left out of pocket."

The beleaguered bank added that customers who need help should either send it a message on social media or message it privately via its banking app.

What to do if you can’t access your money

If you can’t access your money and you need to urgently, here’s what to do:

  • Visit your local branch as soon as you can.
  • If you can't get there, or it is closed, call your bank and ask for its guidance on what to do. 
  • If the bank’s phone services are also down or busy, try contacting your bank on social media to ask what to do. But remember: don’t ever share your account details over social media.
  • Try to do this on the day the problem arises so you can show you made every attempt to solve the issue.
  • If you still can't access your money, begin gathering evidence for a complaint.

More to follow…

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