16:55 Tuesday 03 December 2013

Customers left high and dry after bank card error

Written byMARK MCKAY

NATWEST and Royal Bank of Scotland account holders in Burton and South Derbyshrie were unable to pay for goods on one of the busiest shopping days of the year after a major glitch.

Customers who attempted to pay for goods using a debit card were told it had been declined following the systems meltdown, which lasted for about three hours on the evening of ‘Cyber Monday’.

The day gets its name from the sheer weight of orders placed online before Christmas - a process which bank chiefs have said did not contribute to the error.

They have also since issued a humble apology and promised to reimburse customers who were left out of pocket as a result.

The Mail’s deputy editor Emma Turton, who was caught up in the ordeal, said she was lost out on a 20 per cent discount offer because of the glitch.

She said: “I had a list of presents I was going to buy online, but will now just delay that until another night this week.

“It’s just frustrating not being able to get hold of your own money when you want it.

“I’m just glad I hadn’t gone for a food shop and been turned away at the till.

“Now that would have been maddening.”

Mail reader Jane Hall took to the paper’s Facebook page to express her dismay.

She said: “It’s not the staff in the branch that are to blame.

“However, if you’re stood in a supermarket with a trolly full including nappies and baby milk and your card declines it’s embarrassing and it shouldn’t happening nowadays.

“I had to walk out with no shopping.

“I’m sure the banks will lose a few customers from this.”

The bank group’s chief executive Ross McEwan said the glitch was ‘unacceptable’.

He said: “I’m sorry for the inconvenience we caused our customers. We know we have to do better.”

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