RBS case study: ‘It’s been a bit of a mess all round, I hope they sort it out soon enough’

GERRY McNeill started his job late yesterday morning after making it his priority to call into his local NatWest branch, fearing his direct debit payments would be refused as a result of the widespread technical problems at RBS Group.

The 44-year-old said he was unable to check his NatWest balance online, and could not be sure he would have had enough money to meet the payments.

“Fortunately I have two current accounts so I would have been able to access money over the weekend but because of all the problems with NatWest I couldn’t transfer between the two,” he said.

“I thought the bank would refuse the direct debits, one of which is for a credit card minimum payment, so I was anxious in case I’d miss that and there would be charges to pay.

“It’s an account I have to manage household bills more than anything, and you just assume these payments go ahead automatically, you take it for granted money will go in and money will go out without worrying about it.”

Mr McNeill said, however, that he had been reassured by bank staff in the Glasgow branch that the necessary finances were in his account and that all due payments would show up in time. “The staff were very friendly,” he explained.

“It didn’t seem too busy with people, but I suppose NatWest isn’t a big bank in Scotland. Down south it sounds much worse.”

The recruitment consultant said he was relieved his salary had not been paid into a NatWest branch, adding: “I’ve heard stories today about people being unable to close home sales or access their monthly money because the wages just aren’t showing up on the statement.”

He went on: “That must be horrible so I’m counting myself fortunate.”

“It’s been a bit of a mess all round but I hope they can sort it out soon enough.

“I’ve got statements from previous months to compare if I end up getting any charges or penalty payments, but I hope it won’t come to that.”