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RBS customers to wait days for missing payments


Royal Bank of Scotland (RBS) customers who have failed to receive payments into their accounts many be waiting for days for the matter to be resolved.

Around 600,000 customers from RBS, NatWest, Coutts and Ulster Bank, who are all part of the same banking group, who were expecting payments of wages, tax credits or disability living allowance have failed to see the money go into their bank account.

RBS claimed that the payments went “missing” but have now identified and addressed the underlying problem. Delayed payments are now expected to reach customers accounts “no later than Saturday”. A spokesperson said:

"We are aware of an issue which has resulted in a delay to payments and direct debits being applied to some customer accounts.

"We have fixed the underlying issue, we apologise for the inconvenience caused and we are working flat out to get these payments updated for our customers no later than Saturday.

"To any customers concerned about the implications of this issue, we advise them to come into a branch or get in touch with our call centres, where our staff will be ready to help. We will ensure no customers are left out of pocket as a result of this issue."

A committee of MPs has declared this timescale “unacceptable”. Andrew Tyrie, who chairs the Commons Treasury committee, has said:
"Many thousands of individuals and businesses have once again been badly hit. Customers that have suffered loss should be reimbursed in full by RBS. It is also important that credit scores remain unaffected.

"RBS is suggesting that the delayed payments will be processed no later than Saturday. This looks unacceptable.

"Restoration of payments should be a top priority. It is crucial for those in the greatest financial need and also those who find it difficult to go to a branch."

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