RBS and NatWest glitch prevents bill payments  

Finance
RBS

A glitch at the Royal Bank of Scotland and NatWest has left customers unable to pay bills and access credit card accounts.

The problem came at a critical time in the month, just before credit card payments were due. Both websites and call centres have been affected by the bug, potentially leaving people with overdue interest fees and charges.

According to the Guardian, RBS credit card customers usually have until around the 20th of each month to pay fees. Fortunately, it’s thought this problem has not caused a problem for too many people.

“experiencing some problems”

The bank did not make any formal statements about the issue, however, on the website, it did address that a problem had occurred by saying: “Some customers are unable to view credit card information on online and mobile banking. We are also experiencing some problems with our telephony service for credit cards, which is limiting our ability to assist customers over the phone. We apologise for any inconvenience that this may cause. We are working to resolve these problems as quickly as possible.”

Upgrading and modernising problems

Lev Lesokhin, EVP of Strategy and Analytics at CAST, commented on the glitch, suggesting that it’s hard for banks to upgrade when problems keep occurring.

He says: “It is unfortunate that the banking industry seems to be lumbered with so many legacy applications, this makes modernizing very tricky without disrupting the services customers rely on 24/7. The risk only intensifies when institutions upgrade or modernize without complete knowledge of their software architecture.”

The EVP continued that banks should thoroughly analyse its software before attempting an upgrade by adding: “As a matter of priority, any bank looking to undertake an already-risky upgrade should gain intelligence on the loopholes and problematic areas hidden in their software structure. This is the only way banks can minimize their risks and service disruption and permanently damaging their reputation.”

The bank’s credit service is now up and running as normal.

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