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  RBS today admitted that it had failed to invest properly in IT systems for decades,
  as customers woke up to find money had been emptied from their accounts by
  a computer glitch.
  
  Supermarket trolleys full of food were abandoned, mothers were unable
  to buy milk for babies and motorists could not purchase fuel as the
  error also left Britain's shoppers high and dry last night.
  
  
  On the biggest online shopping day of the year, customers of the Royal Bank of
  Scotland (RBS) Group, which includes NatWest and Ulster Bank, were left unable to use their
  debit or credit cards.
  
  
  
  
  Problem: A computer glitch at NatWest left customers unable to use their cards or make online purchases
  
  Chief executive Ross McEwann insisted the bank was
  now investing heavily in building IT systems that its customers 'can rely
  on', adding that he was 'sorry for the inconvenience
  we caused'.
  
  On the first working day of the month and just three weeks before Christmas, some customers found their wages
  had gone missing and they had gone overdrawn as direct debits went out.
  
  
  
  
  
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  The problem - which lasted for around three hours between 6.30pm
  and 9.30pm yesterday - also affected use of the bank's cash machines, smartphone apps and websites, on 'Cyber Monday'.
  
  
  Other customers logged on to find they were overdrawn - when there should have been funds available
  in their accounts, but the bank said this had only happened to
  a small number of people.
  
  
  
  
  Shocked: RBS customer Rachael Horrocks, 24, pictured at
  her workplace in Berkshire, found her account value was negative today, despite her having 'a
  reasonable amount of funds in there yesterday'
  
  
  
  Mr McEwann said: ‘Last night's systems failure was unacceptable.
  
  
  
  
  CUSTOMERS COMPLAIN AT SPEED OF RBS RESPONSE ON TWITTER
  
  Customers complained that it took RBS and NatWest at least one hour to alert customers to the
  problem via Twitter.
  
  Once the details were made public, the banks were met with a tidal wave of frustration and
  anger from people stranded without money or turned away from tills.
  
  
  Many people complained direct to the Help
  Twitter feeds of NatWest and RBS.
  
  Andy Neillans said: ‘Can't believe it took so long to get an announcement out.
  Looks like issues for last one hour plus, and this is the first info.'
  
  And Samuel Cramer wrote: ‘I'm stuck - unable to either go home or go where I'm meant to be going, so hurry up with it.
  Switching banks first chance I get.'
  
  
  
  ‘Yesterday was a busy shopping day and far too many of our customers were let down, unable to make purchases
  and withdraw cash. For decades, RBS failed to invest properly in its systems.
  
  
  'We need to put our customers' needs at the centre of all we do.
  It will take time, but we are investing heavily in building IT
  systems our customers can rely on. I'm sorry for the inconvenience
  we caused our customers. We know we have to do
  better.
  
  
  ‘I will be outlining plans in the New Year for making RBS the bank that our customers and
  the UK need it to be. This will include an outline of where we intend
  to invest for the future.'
  
  As well as anger among internet users, people complained
  about being caught up in long queues at supermarkets and
  petrol stations as those affected struggled to find alternative payment methods.
  
  
  The bank has apologised to customers across the country who were hit by the
  problem. Reports of cards being declined began at 6.30pm - when many people go online to buy groceries after work.
  
  
  
  
  
  
  Not in use: A mother and baby pass an out-of-order NatWest cashpoint
  in the town of Olney, Buckinghamshire
  
  
  
  At 7pm, one customer reported NatWest cards being declined ‘en masse' at a supermarket in Kent.
  
  
  
  
  'I WAS FORCED TO CANCEL MY JOB INTERVIEW BECAUSE I HAD NO MONEY TO GET THERE'
  
  
  
  NatWest customer Natasha Lewis said her card was
  declined while getting petrol last night, which caused ‘a huge lot of grief as I knew I had money in there', and she had to call her partner
  to walk up to pay for it instead.
  
  But the 26-year-old nursery nurse from Birmingham experienced further problems this morning, being
  woken up by a text message that she was overdrawn.
  
  
  
  Since then she has had to cancel a job interview because she had no money to get there, and was not able to reschedule it.
  
  
  Ms Lewis told MailOnline: ‘I rang customer services, to
  be on hold for an hour to be told I took money out which was not in there.
  I explained I got paid that day and I checked my available balance first
  like I always do.
  
  ‘Then (the woman on the phone) told me that my money had disappeared and there were no signs
  of money going into my account yesterday. She
  wanted to take money out of my savings to cover it.
  
  ‘I said "no" as it's not my fault the money has gone, so I shouldn't have to pay.
  
  I had a job interview today which I've had to cancel as
  I've got no access to money to get there as my partner has the car.
  
  The bank is a joke.'
  
  She added that she will be changing banks if the problem is not sorted today, because she has a number
  of bills to come out tomorrow.
  
  
  Posts on Twitter included: ‘NatWest useful banking
  - really? Useless banking is more appropriate.' Another person tweeted: 'I'm pleased that Natwest has crashed.
  No, not that. Furious, that's it.'
  
  RBS customer Rachael Horrocks, 24, said: 'Just checked my
  account now this morning and my account was in minus, when I had a reasonable amount of funds in there yesterday.
  
  Today they just disappeared.
  
  The freight imports co-ordinator, who works in Colnbrook, Berkshire, near London Heathrow Airport, told MailOnline:
  'I was ringing RBS for one hour this morning,
  only to be told that they don't know when they will be able to return services back to
  normal. Absolutely useless.'
  
  She said there was around £200 in the affected account
  when she checked at 4pm yesterday, but found it
  was showing -£65 when she woke up this morning.
  
  
  Ms Horrocks added later on: 'I have called again now and
  they have advised me that people should start seeing their money back in their accounts, but mine still has not been restored.'
  
  Another customer, Jill Gale, said she was affected last night and by the outage last year - and
  has finally had enough of NatWest, so switched banks this morning.
  
  
  The 34-year-old from County Durham told MailOnline: ‘My wages disappeared last year for three days and last night when I filled up my
  car I couldn't pay for my petrol.
  
  ‘Why should I carry £50 cash in my purse? Surely having
  my card and ensuring I have valid funds in the account should be enough.
  As it happens I had a separate Visa which I used.
  
  ‘But it is humiliating when it happens, even though the people behind me were
  in the same position - and two of them didn't have any other way of paying.
  
  
  ‘Needless to say, the first thing I have done this morning is change banks.
  My new bank will close my old accounts when the switch is
  successful, but not without a complaint from me first.'
  
  Meanwhile, a pilot and his crew who arrived yesterday in the Falklands for
  a two-month tour found once they reached their base that they could not use their cards when they went to a cashpoint to pay for dinner.
  
  
  
  The pilot's mother Sarah Prosser told MailOnline: ‘They all had to queue
  up to use a phone to call home to find out what was going on and to tell families
  that they could not access any money.
  
  ‘Not only are the poor lads away from home for
  Christmas, but they can't buy anything either.
  
  
  
  
  NatWest apologised for the glitches and told the Twitter community it was
  trying to resolve the situation
  
  
  
  ‘The least RBS/NatWest could do would be to fly some "Christmas cheer" down to them
  and sort their accounts out as soon as possible, as a way of saying
  sorry.'
  
  
  Q&A: WHAT SHOULD YOU DO NOW?
  
  HOW MANY PEOPLE WERE AFFECTED?
  
  It is believed around 750,000 people unsuccessfully tried to take
  out cash last night. Many more had problems with credit or debit card payments.
  And a small number of people have also found their accounts to be incorrectly overdrawn, the bank said.
  
  
  
  CAN I CLAIM COMPENSATION FOR THIS?
  
  RBS said it will consider claims for compensation on a ‘case-by-case' basis and
  insisted that if anyone has been left out of pocket as a result of
  the problems, ‘we will put this right'.
  But it will not reimburse people for inconvenience or time wasted, although it has apologised for this.
  
  If customers are unhappy with the response, they can then complain to
  the free Financial Ombudsman Service.
  
  HOW DO I GET IN TOUCH WITH THE BANK?
  
  The bank has asked everyone affected to get in touch.
  It can be contacted on the freephone numbers 0800 151 0404
  (NatWest), 0800 151 0405 (RBS), or 0800 046 5486 (Ulster).
  
  
  I'VE BEEN SENT AN EMAIL SAYING MY SECURITY DETAILS HAVE BEEN RESET
  
  There is a phishing scam trying to trick customers into giving away security details to fraudsters.
  Security experts are advising people not to click on the links in any
  email claiming to be from the bank. If you
  have concerns about this, you should call the bank
  
  HOW CAN I SWITCH MY BANK ACCOUNT?
  
  Switching bank accounts takes seven working days and all incoming
  and outgoing payments will be moved to your new account, by your new bank,
  MoneySavingExpert.com said.
  
  
  And NatWest customer Kim Forsdyke, 48, of Wraysbury,
  Berkshire, said: ‘Went to pay in a shop last night and card got
  declined. Put it in the cash machine and got declined.
  
  
  'Went for a meal for my daughter's birthday and card got declined
  again. This morning, went to log onto internet
  banking and cannot.'
  
  Woman, 21 of Streatham, south London, said: 'I was also unable
  to access my app yesterday for the times stated as well as even past 9:
  30pm.
  
  'Also, I was trying to purchase a camera from Currys which was at a reduced
  price as a result of the recent Black Friday, and was unable to as it stated that the transaction was unsuccessful.
  Looks like NatWest will be losing a customer.'
  
  MailOnline reader Melissa, of Cheshire, said she was trying to
  buy Christmas presents online from clothing retailer
  Topshop, but 'because NatWest messed up, the transaction went
  through six times even though it got declined each time - and I got charged nearly £500'.
  
  
  
  Another reader, Keri, from Liverpool, said she was declined when trying to buy shopping today  - and then found
  her account was overdrawn and a £300 payment in had gone missing.
  
  
  
  ‘To try and save some embarrassment I tried to transfer money from my savings account into my current account, only
  to find they had lost the hundreds made into that account online
  on Sunday had also gone missing,' she added.
  
  ‘I went straight to the bank - resulting in me not only being late
  for work, but the time spent on the phone to the complaint department meant I had to request work allow me the day off - now more out of pocket.
  
  
  ‘I've got direct debits due this week to credit cards.
  Who knows whether they'll find the missing money or how long when they do.
  Worrying about my credit scoring now as well as everything else.'
  
  Megan Clarke, 20, who went shopping last night at the Trafford Centre in Manchester,
  had a fortunate escape after filling up her car with petrol before the glitch
  occurred.
  
  Trying to get money: Megan Clarke, 20, who went shopping at the Trafford Centre in Manchester last night, described seeing
  a queue by a cash machine, 'with many panic-stricken people'
  
  
  
  
  She told MailOnline: ‘My card got declined three
  times in a shop. I went to the cash machine and it said "unable to access account contact provider".
  
  A queue starting forming by the cash machine, with many panic-stricken people in need of money to get home.'
  
  Susan Allen, director of customer solutions at RBS Group, told BBC News today:
  'We sincerely regret the inconvenience that customers have had.
  There have been some fairly horrible stories this morning about the inconvenience
  and distress caused for people out shopping yesterday evening.
  
  
  
  'If anybody is out of pocket, then we have made a commitment that we will make sure
  that everybody is put back in the right position.
  
  'It's very upsetting when you hear the stories, and I've talked to a number of customers and seen their
  stories this morning, so I can understand the frustration and
  anger that people are feeling.'
  
  She also told BBC Radio 5 Live: 'We put all our focus on getting it fixed and we now start the detailed work on what went wrong.
  
  We understand the impact on our customers.
  
  'It is completely unacceptable that customers couldn't access their own money.
  
  The investigations would suggest it is completely unrelated to the
  volumes on Cyber Monday.'
  
  A spokesman also told BBC Radio Four's Today programmethat for ‘even one customer not to
  be able to access their money was unacceptable'.
  
  The problems have rekindled memories of the meltdown the
  bank suffered in the summer of 2012, which delivered days of issues.
  
  
  
  
  Sale denied: Twitter users vented their frustration about the crash
  
  A technical glitch millions saw unable to access their salaries in what was branded one of the biggest IT failures at a UK bank.
  
  
  
  
  'I COULDN'T PURCHASE MILK FOR MY FOUR-WEEK-OLD BABY'
  
  
  
  A mother said she was left without milk for her four-week-old
  baby after the NatWest glitch.
  
  Kady Pike, 25, of Basingstoke, Hampshire, told MailOnline
  she went to a Tesco store last night to purchase milk for her
  child Ted, but her card was declined three times. 
  
  
  
  She then went to the cashpoint outside the store
  only to receive the message that the machine ‘cannot process request at
  this time'.
  
  
  
  
  
  
  Ms Pike said: ‘I have just suffered an acute cardiac arrest bought on by a suspected
  clot I my lung, so my trips outside of the house are very few and far between.
   
  
  ‘Seeing that my card had been declined; naturally I panicked - a) My newborn baby needs his milk and b) What's happened to my money?'
  
  She then called NatWest but said the member of staff was unable to help further than putting her through to the customer service
  team.
  
  Upon calling them, she was put on hold for 10 minutes and eventually decided to hang up.
  Her father later went out to buy the milk.
  
  She added on BBC Radio 5 Live: 'We put all our focus on getting
  it fixed and we now start the detailed work on what went wrong.
  
  We understand the impact on our customers.
  
  
  
  Branches were forced to open late and on a Sunday to cope with the aftermath of millions of people
  unable to receive money or pay bills.
  
  A investigation by City regulator the Financial Conduct Authority into the outage last
  year is still ongoing.
  
  Yesterday's high profile collapse has dealt a further blow to RBS NatWest as it
  tries to rebuild its reputation after  that event
  and being forced into a taxpayer rescue during the financial
  crisis.
  
  Experts say Britain's bank customers could face increasing technical problems
  due to systems creaking under the weight of new technology and increased online payments.
  
  
  Banks were early adopters of  IT systems when technology was still young and
  still rely substantially on decades old platforms that have high levels of
  demand placed on them thanks to the internet age.
  
  
  MoneySavingExpert.com creator Martin Lewis said: ‘People have been left stranded and unable to get
  home, embarrassed in shops, and missed out on hot deals on the biggest shopping day of the year - all because NatWest, RBS and Ulster haven't got their
  act together.
  
  ‘This is at least the third time in the last 18 months this has happened,
  and while thankfully it was shorter than last summer's almost a month-long outage
  for Ulster customers - it should still raise huge questions for
  customers.
  
  ‘Couple this not-fit-for-purpose technology with the fact its bank
  accounts are mostly far shy of the best-buy deals,
  and many of its customers should genuinely be looking to place their custom elsewhere.'  
  
  
  Iain Chidgey, from data management company Delphix, told MailOnline: ‘Software glitches are becoming more and more frequent
  in the banking industry. Often the cause is insufficient testing.
  
  
  ‘The databases in financial institutions are large and often more complex than in other companies.
  
  IT departments provide copies of databases for testing, but
  by the time a copy is available, the data itself is
  often old.
  
  
  ‘In our data-intensive world, data can be obsolete after only a couple of hours, but when refreshing just a single testing data set can takes days, the data will never be up to date enough
  for risk free testing.'
  
  And, following the technical problems, security specialist firm Check Point today warned customers to watch out for phishing emails which appear to have been sent by their bank.
  
  
  
  
  Cash machines have been affected and one customer reported
  NatWest cards being declined 'en masse' at a supermarket in Kent
  
  
  
  The company's UK managing director Keith Bird said: ‘Bank customers need to be very careful not to
  click on links in emails which appear to come from RBS, NatWest or Ulster Bank advising them about changes to account
  security, no matter how authentic the email seems to be.
  
  
  
  
  'DECLINED CARD MEANT I COULDN'T BUY ANY CHRISTMAS
  PRESENTS'
  
  
  
  Suresh Mekala spent more than £13 on a train ticket from Gloucester
  to Bath to do some Christmas shopping.
  
  But it was a wasted trip as the 29-year-old ended up having his NatWest card declined
  at several stores - and could not buy anything.
  
  
  
  He told MailOnline: ‘I never keep cash as I use my card to pay for all my transactions.
  But I had a really bad day - I went to my favourite shops got
  lots of shopping but my card was declined several times.
  
  
  ‘NatWest is the only bank account I have and no cash.
  My trip was for nothing.
  
  'I couldn't withdraw money from cash point or check my online banking.
  I'm really frustrated with the bank.'
  
  
  ‘Attackers have jumped at this opportunity to try
  and trick customers affected by yesterday's technical problems into revealing
  their bank details.
  
  'For those attackers, it's just a numbers game, but it could have serious consequences
  for customers. Phishing emails continue to be the most common source for social engineering attacks.'
  
  RBS, which is 80 per cent owned by the taxpayer after being rescued during
  the financial crisis, has also been under fire over the last
  week over allegations that it drove distressed firms to collapse
  to buy back their assets at rock-bottom prices.
  
  
  Trade union Unite, which represents RBS staff, called for the
  bank to halt its cost cutting programme - which has seen thousands of jobs axed
  and IT functions sent abroad - in the wake of the IT
  problems.
  
  National officer Dominic Hook said: 'It is unacceptable that the bank's customers are
  once again facing inconvenience.
  
  'Unite has grave concerns that staffing challenges are exacerbating the
  problems facing the bank.'
  
  Richard Lloyd, executive director of consumer group Which?, said:
  'Yet again consumers are bearing the brunt of
  bank failures.
  
  'RBS must explain why these IT glitches keep happening and assure customers that they are doing everything to
  prevent it in future.
  
  'Banks' IT systems are not fit for modern banking purposes, and
  it's high time the Financial Conduct Authority took action.
  
  'Unhappy customers should also remember it is now quicker and easier to switch banks so they can vote
  with their feet.'
  
  
  IT'S A FEELING OF DEJA-VU FOR MILLIONS OF NATWEST CUSTOMERS WITH CYBER MONDAY'S FIASCO BEING THE LATEST IN A LONG LINE OF GLITCHES
  
  NatWest's slogan is 'helpful banking', but that phrase will leave
  a bitter taste in the mouth for many of its customers,
  with the bank suffering a spate of major IT glitches recently.
  
  
  In mid-2012 the technical meltdowns were so severe that Stephen Hester, the former boss of NatWest owner
  RBS, personally apologised for the issues.
  
  The IT problems led to payments going missing, wages disappearing and holidays and home purchases being disrupted.
  
  
  
  The bank kept 1,000 branches open late for one day in all major towns and cities to help frustrated customers.
  
  
  Mr Hester admitted that NatWest had let down its customers
  after hundreds of people vented their anger over the
  issue.
  
  The fiasco cost the bank some £175 million in compensation.
  
  And in October 2012 the bank had to suspend a mobile phone banking App feature called GetCash, after the service was subject to a
  spate of ‘phishing' attacks by fraudsters.
  
  The bank also had huge technical problems earlier this year when the mobile Apps used by two million customers to access
  their accounts from iPhones, Android smartphones and tablets
  failed.
  
  Millions of customers were locked out of their accounts for several hours as a result.
  
  
  
  
  
  
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