RBS and NatWest customers go into meltdown over mobile app failure

RBS and NatWest customers go into meltdown over mobile app failure

NatWest and RBS customers have fired off a volley of complaints following a two-day breakdown in service from the bank's mobile apps.

The outage follows a routine upgrade to the banks' online services over the weekend.



The Twitter service team @natwest_help have been busy apologising to customers who have used the micro-blogging service to express their frustration with the ongoing problems.




The degree of anger expressed by customers over the glitch demonstrates the booming popularity of mobile devices for accessing banking services. According to the British Bankers’ Association, the number of mobile banking transactions has soared over the past year, with smartphones and tablets used for 18.6 million transactions a week.

In a statement e-mailed to Finextra, NatWest says: “We are aware that some customers are experiencing difficulty accessing our mobile banking. We’re investigating this and we are working to get it resolved as quickly as possible. In the meantime our customers can visit one of our branches, use online banking or call us via telephone banking as normal. We apologise to customers for the inconvenience."

Comments: (2)

A Finextra member
A Finextra member 20 April, 2015, 12:01Be the first to give this comment the thumbs up 0 likes

"The degree of anger expressed by customers over the glitch demonstrates the booming popularity of mobile devices for accessing banking services."

Might be more to do with the even more painful process of doing internet banking! I bank with First Direct and their 'two-factor' authentication with a number generated from my phone which then needs to be entered on-line puts me right off using anything other than my phone!

 

Nick Senechal
Nick Senechal - VocaLink - London 22 April, 2015, 10:22Be the first to give this comment the thumbs up 0 likes

The alternative to the phone is another authentication device for most OLB (including First Direct), so I think I will put up with using my phone (which i always have with me) on those rare occasions I want to use a bigger screen to do my banking. Speaking personally First Direct's most recent app gets me checking balances, playing on-line and moving money between accounts far more regularly than on-line banking (or indeed branch banking!) ever did. I expect the differences between the form factors will evaporate eventually however.

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