NatWest online banking app down with customers locked out of accounts

NATWEST banking app is down with customers locked out their accounts.

Over 3,000 customers have flagged the issue on Downdetector, a system which monitors power outages.

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The problem appeared to start for customers just before 9am.

It comes on Friday, with many customers planning to head out to shops and pubs over the weekend.

Those who long on to the app are met with a message which states an "error has occurred".

It reads: "Our mobile app is currently unavailable.

"We're sorry for any issues caused and we're working hard getting everything back up and running for you. In the meantime, please use Online Banking."

Angry customers have taken to X, to complain about the issue with many saying the app is "not working".

One user said: "I'm currently unable to log into my app.

"I was also unable to tap into the station using my phone as payment. Are these two issues related, please? Thank you."

While another said: "Breakfast cancelled, kids crying, can't get on banking as millions as others."

Natwest has responded to customer online and said it was "working urgently to get things fixed asap."

Customers were also told they could log on to online banking on the website.

They can also call NatWest's telephone team on UK: 03457 888 444.

Around 10million people use NatWest online banking and the service has become increasingly popular as high street banks reduce the number of physical banks they operate.

Customers faced similar problems in the spring and summer of last year.

System outages are a common occurrence for many online banks, including Barclays.

The major high street lender will pay out around will pay around £5million for outages between January 2023 and January this year. 

In February Dame Meg Hillier, chairwoman of the committee, said when a bank’s IT system goes down, it can be a "real problem for our constituents who were relying on accessing certain services so they can buy food or pay bills".

"For it to happen at a major bank such as Barclays at such a crucial time of year is either bad luck or bad planning.

Can I claim compensation for the outage?

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

But if you have incurred costs as a result of service issues, it's likely you could 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.

If your credit rating has been affected by a service outage, because you got a late payment fee after being unable to make a transaction, for example, you should also keep a record of this.

If you spoke to anyone to try and resolve the problem, make a note of their name and when you spoke to them, as well as roughly what you discussed and what they advised you to do.

You can find out more details about how to complain on the bank's website.

It is worth gathering evidence of your problems so you can make a formal complaint to the bank directly.