NatWest Issues Apology to Customers Following Mobile and Online Banking Outages


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NatWest has issued a formal apology to its customers after experiencing significant disruptions to its online and mobile banking services on Tuesday morning. The bank acknowledged the issue in a series of posts on X, formerly known as Twitter, citing a “glitch” that had impacted user access.


“We are aware that some customers were experiencing difficulties accessing NatWest mobile and online banking this morning,” a spokeswoman for NatWest said. “The issue has been resolved and customers are now able to log in as normal. We apologise to customers for any inconvenience caused.”

 Timeline of the Outage:

According to reports from the outage monitoring website DownDetector, the problems were first flagged at around 6am, with a peak in reports occurring at about 7.30am. During the roughly four-hour outage, many customers found themselves unable to check account balances or transfer money, leading to widespread frustration.

One social media user highlighted the inconvenience of their local bank branch being closed, making in-person banking impossible. Another user expressed concern about their ability to access funds to pay bills.

NatWest’s Response:


Throughout the outage, NatWest communicated updates via their website and social media platforms, reassuring customers that they were working diligently to resolve the issue. By mid-morning, a service status update indicated that both the mobile app and online banking services were back online.

“We’re sorry for any inconvenience caused and we’re working hard getting everything back up and running for you,” NatWest stated on their website.

“If you need to complete a transaction you can continue to do this using our telephone banking service or alternatively you can visit one of our branches or ATMs. If you are looking to make a payment with us today, please consider sending money another way. You can still use your debit or credit card to make payments and get cash from ATMs, branches and the Post Office.”

Ongoing Support:

To assist customers with specific banking needs during the disruption, NatWest encouraged users to send direct messages on X for personalized support. The bank’s efforts to maintain communication and provide alternative banking methods were part of a broader attempt to minimize inconvenience and maintain customer trust.

As the issue now appears resolved, NatWest’s swift apology and transparent communication have been critical in addressing the concerns of their customers during this service disruption.


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