NatWest has apologized to customers after its online banking and mobile app services went down during the Black Friday sales.
The Royal Bank of Scotland (RBS) Group, which owns NatWest, has said it is unsure what has caused the problem but is aiming to get its services back up and running.
NatWest confirmed the problem at around 11 am and the services were still not working at around 2pm on Friday.
The bank’s customers have complained on social media, claiming they have been unable to make the most of Black Friday offers.
Others complained about not being unable to access their money on what is pay day for many customers.
Twitter users also said they have been unable to pay their bills.
Some said money they had transferred between accounts appeared to have vanished.
⚠️ Our Online Banking, mobile app and Bankline are currently facing intermittent problems. We’re working hard getting them back up and running smoothly for you.
We’ll post an update when we have more information. And remember to contact us if you need urgent help.
– NatWest (@NatWest_Help)November 29, 2019
The bank’s online service for business finances, Bankline, is also down.
Brandon Leigh, from south Manchester, said the NatWest failure has impacted his business. Mr Leigh runs a first-aid training business and planned to buy 36 mannequins and equipment at a 20% Black Friday discount.
The items would usually retail for a total of £ 5, 000.
He told Sky News: “For me, it’s a big saving. We went to the supplier but I can’t pay them. It’s terrible, I need them.
” I rang NatWest and was held in a queue for ages. They said they are working on the problems and it would be sorted, but not in the next hour or two. I can’t get in the mobile app, or internet banking. “
He added:” Hopefully my supplier will honor the price for me next week. “
One Twitter user, named only as Siobhan, wrote: “Well that’s just great, pay day, Black Friday and #natwest online is down. @NatWest_Help #BlackFridaySale #timetochangebanks. “
A Twitter user called Luce wrote:” Black Friday and NatWest mobile banking is down. Never known frustration like it. “
Bolaji Lawal-Sofoluwe said:” I am trying to pay a bill to get goods cleared.
“NatWest is becoming so problematic . “
Another wrote:” Transferred my pay day money over to two different accounts and now I have nothing. “
Philippa Smith wrote on Twitter: “Supposed to sell our flat and buy a house today, our solicitor banks with NatWest.
” When will this be sorted? Packed up and nowhere to go. “
Another said:” I’m getting statements my #natwest transfers have gone in but no actual money on my bank balance. “
The RBS Group said in a statement: “We are aware that some customers are experiencing intermittent issues accessing our mobile and online banking.
” We apologize to customers for the inconvenience and are working hard to fix the problem.There is no impact on debit cards, credit cards, ATMs, telephone and branch banking services – customers can continue to access these as normal. “
Research from Which? released earlier this week found the banking industry suffers around five IT failures each week typically, shutting millions of customers out of accounts and making payments.
Which? found that over the past year, major UK banks suffered 265 IT shutdowns between them that prevented customers from making payments.
Black Friday is a sales event where UK retailers offer reduced prices and deals on a range of products.
The idea originated in the US.
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