Hiccup leaves online business banking customers offline

The bank’s new system, which came into force after a weekend upgrade, requires users to reset their usernames, passwords and memorable information and confirm those details by phone. But many were unable to get through to complete the process, prompting an angry backlash on social media websites.

The bank said the glitch affected a “small number” of customers who previously used one log-on for both their business and personal accounts. They have now been moved to a new system under which they have to set up separate accounts.

One Scotsman reader said: “The big slap in the face for one-person businesses like mine is that you can no longer log in to see both your business and personal accounts on the screen.

“When you’re self-employed you have to check and transfer money between your business and personal accounts on an almost daily basis. The bank said it’s done this to make things easier – but it’s just made my life a whole lot harder.”

Another customer, Alex Hewitt of Edinburgh, reported similar problems. “I’ve been trying to get through to them all day as I need to access my account, but the lines are jammed. It used to be a good service but the changes are a big step backwards,” he said.

A spokesperson for Bank of Scotland said: “We wrote to these customers earlier this year to let them know that in order to continue to manage their personal accounts online, they would need to sign up to our upgraded personal banking online system.

“We are sorry that some customers have experienced some delays in speaking to colleagues about their accounts today. We’re doing what we can to minimise any waiting times, and will respond to customers soon as soon as we can.”