NatWest has apologised to its customers after its mobile app and online banking stopped working in the middle of Black Friday.
Customers said they were unable to use the bank’s online services as part of a major outage at the bank. It comes on what was likely to be payday for a number of workers, it being the last Friday of the month.
Payments via cars are working, meaning that people are able to buy things in the Black Friday sales. But they may run into difficulties when checking whether they have enough in their account to afford those purchases.
Vast numbers of people have been hit by issues over the morning, according to tracking website Down Detector. Issues were reported across the UK. Customers complained about being unable to access their money, while others said that money they had transferred between accounts appeared to have vanished.
NatWest has said it is investigating the cause of the issue. A spokeswoman for the bank said: “We are aware that some NatWest customers are still experiencing intermittent issues accessing our mobile and online banking.
“We apologise to customers for the inconvenience and are working hard to fix the problem,” the spokeswoman added..
“There is no impact on debit cards, credit cards, ATMs, telephone and branch banking services – customers can continue to use these as normal.”
A message from the bank on Twitter said: “Our online banking, mobile app and bankline are currently facing intermittent problems.
“We’re working hard getting them back up and running smoothly for you. We’ll post an update when we have more information. And remember to contact us if you need urgent help.”
The outage came right in the middle of Black Friday, which has recently become one of the UK’s biggest shopping days.
Last year, Barclaycard – which handles half of UK card payments – said that it was handling more than 1,000 payments per second over the morning of Black Friday.
Recent research from Which? the consumer magazine found the banking industry suffers around five IT failures each week typically, shutting millions of customers out of accounts and making payments.
Which? found that over the past year, major UK banks suffered 265 IT shutdowns between them that prevented customers from making payments.
Press Association contributed to this report