NatWest app failure leaves customers unable to access online accounts or pay bills

THE NatWest banking app and website is down, leaving customers unable to access online banking.

People have been reporting issues all morning, including being unable to send payments or sort bills.

NatWest has confirmed the issue and says it is working hard to get it fixed.

It says that if you have urgent problems, you can ring 03457 404 404, but be warned many customers are reporting extremely long wait times on the phone.

A recent customer services tweet says that the current wait time to speak to a member of the team is around 54 minutes due to higher call volumes.

Most people are reporting that they can see their balance, but can't make any transactions or payments.

Customers say that they're receiving a system error on the app, which then often shuts down.

People are experiencing similar troubles with the online website, including when accessed through a computer browser.

Some customers also seem to be reporting that contactless payments are not working, although using chip and pin seems to be unaffected.

Business banking customers say they are facing the same problem.

It is not yet know exactly how many customers are impacted, but hundreds have reported the issue on DownDetector with hundreds more complaining on Twitter.

One customer, Mary, said that her payments have been declined twice this morning.

Another user, Emily, tweeted: "I can’t log in and when I do manage to log in, not all my accounts are there and it won’t load any transactions!"

A third added that she is on holiday with no access to funds. She said: "I am trying to use contactless payment and it’s not working, online banking also says unavailable. I’m on holiday too and only have my card!"

It seems the issues are not contained to the app and website and may also impacting contactless payments.

HerbieGooner tweeted: "I’ve just had contactless payments declined via Apple Watch and iPhone – also can’t access my banking app. Seems like a wider problem."

A statement on NatWest's Twitter account reads: "We're aware some customers are having problems using Online & Mobile Banking.

"We're really sorry and are working hard to fix this. You can check back here for updates or if your query is urgent please call us on 03457 404 404."

This is not the first time a tech failure has left NatWest customers high and dry.

An outage in August meant customers were unable to access online banking services through their apps.

How to claim compensation for major app, bank account and card issues

Banks don't have to pay out compensation to customers if there has been a drop in service, unlike telecoms companies.

But that doesn't mean that you may be eligible for compensation in some cases.

If you've incurred costs as a result of service issues, you're likely to get your money back.

For example, if a bill payment didn’t go through as a result of an outage and you’ve been charged a fee for missing it, you should be able to claim that money back.

Money.co.uk personal finance expert James Andrews told The Sun: "If you've lost out as a result of the service interruption, contact your bank and tell them what's happened and what it cost you.

"Provide as much evidence as possible of any charges you've incurred as a result of not being able to access your bank account to have the best chance of a refund."

The Sun has asked NatWest what is causing the problem, how many people are impacted and when it is likely to be fixed.

More to follow…

For the latest news on this story keep checking back at Sun Online.

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