NatWest customers seeing money and wages “disappear”

NatWest customers are seeing money vanish when they try and move it between accounts – if they can log on at all – and the bank has no idea how long it will take to fix

NatWest customers have been left seething after a glitch at the bank saw money disappear, and that’s if they’re even able to log on.

Outraged Britons flooded online to take the bank to task as wages went missing, money vanished and even heading to branches wasn’t enough to find out where it had gone.

“We are aware that some customers are currently experiencing issues with our mobile app and online banking running slowly,” NatWest told Mirror Money.

“Some customers are also seeing issues completing transfers on accounts. We are working hard to resolve this and apologise for the inconvenience caused.”

@NatWest_Help Seriously not impressed, been in branch and it's showing you've taken it but not put it back so I don't even know where my money is 😡😡😡😡😡😡😡😡

— Markus (@LittleCopyCop) April 28, 2017

Looks like @NatWest_Help have serious issues. They've just lost my wages. Can't get through on phone.

— Flappy of Quack (@jesuiscanard) April 28, 2017

And it’s not alone, with Lloyds also having problems ahead of the Bank Holiday weekend.

@NatWest_Help Your app's not working …… neither is your online banking. Just transferred money bet my accounts and it has disappeared!

— Jo (@jw4926) April 28, 2017

Rent and bills could go unpaid

“I transferred £100 from my savings account into a separate NatWest account, only for the money to be debited but not transferred – in fact, it’s nowhere to be seen,” NatWest customer Julie told Mirror Money.

“I tried speaking to an advisor but the Webchat team have been unavailable for over four hours, there’s no advice on the support centre, and I keep being put on hold whenever I’ve called.

“The lack of help or timeframe has been extremely frustrating as it could mean I’ll be behind on my bills!”

The money eventually showed up in Julie’s account – some 5 hours after she first transferred it – although she received no replies from NatWest’s online help team, while phone calls to them went straight to hold.

NatWest has promised users they won’t lose out as a response of the problems, but in the interim, we’ve rounded up what you can do if things go wrong for you.

@LJacko85 You would not be left out of pocket as a result of these issues that we are experiencing this morning. EJ

— NatWest (@NatWest_Help) April 28, 2017

Try again

The bank has said it doesn’t know when this will be fixed, but told people to “keep trying”.

@friendlybluff Morning. Regrettably we have no timescale, but are working hard to get this resolved. Please do keep trying. EJ

— NatWest (@NatWest_Help) April 28, 2017

“Our NatWest and Royal Bank apps and online banking are operating, but some customers are experiencing slowness trying to access them,” a spokesman told Mirror Money.

The bank has also said that branches are aware of the issue, and will let you withdraw cash if you need it.

So don’t give up straight away. You can also head here to ask a question about logging on to NatWest online banking at the NatWest help centre.

@NatWest_Help Seriously not impressed, been in branch and it's showing you've taken it but not put it back so I don't even know where my money is 😡😡😡😡😡😡😡😡

— Markus (@LittleCopyCop) April 28, 2017

If you can’t log on as normal, try NatWest’s online banking app – or even download it to your phone or tablet if you don’t already have it.

The NatWest online banking app lets you can pay bills, check balances, transfer money and more. You can even use it to take cash out of a machine if you’ve lost your card.

If you can – wait. Some people are now reporting that their cash has re-appeared, although many more still have missing money.

@gazz1e @NatWest_Help My money has reappeared xx

— Cayleigh Starbuck (@StarbuckCay) April 28, 2017

Call

If you’re still having problems, pick up the phone. NatWest’s general customer service number is 03457 888 444 in England and Wales or 03459 000 200 in Scotland.

If you’re overseas the number is: +44 (0) 116 255 3041

Head to a branch or cash machine

If all you need is something simple like a balance check, any cash machine should be able to display it on screen.

You can also transfer funds between accounts at NatWest cash machines and make some payments.

If that’s not enough, and they’re still open, you can head to a branch.

NatWest has said it’s branches have been informed of today’s problem and will let you withdraw cash.

“If you need to withdraw the funds, a branch will be able to withdraw for you today while we are getting the issue resolved,” the bank has said.