NatWest issues update after cash machine glitch saw customers' money go missing

22 September 2023 , 07:20

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NatWest has confirmed an issue with its cash machines (Image: Bloomberg via Getty Images)

NatWest has issued an update after customers complained money they had deposited wasn’t showing in their account.

The high street bank has confirmed there was an issue with its cash machines, which it has now resolved. Some customers said they had gone overdrawn because of the issue and worried they would be charged fees.

But in a statement issued early today, NatWest said no customer will be left out of pocket. It comes after social media users took to X, formerly known as Twitter, on Thursday to complain of issues.

It is unclear how many people were affected by the issue. One person posted: “Money paid in yesterday has disappeared from my account! What’s going on?”

Another said: “I deposited some money yesterday and the transaction has disappeared, help?” A third person shared: “I paid money into my account yesterday and transferred it. The deposit has disappeared and left me overdrawn.”

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Replying to one post yesterday, NatWest said: "There is an ongoing incident with our cash deposit machines and the team are working to resolve this as a matter of urgency. We really appreciate your patience with this."

In a statement early on Friday, a NatWest spokesperson told the PA news agency the issue had been fixed. The spokesperson said: “Cash payments to a small number of accounts have been delayed. The issue is now resolved and customer accounts are being updated. No customer will be left out of pocket as a result.”

If you're still experiencing issues, you should contact the NatWest customer support team. It comes after another four major banks, including NatWest, confirmed they will close another 36 high street branches.

The Bank of Scotland is closing two branches in Scotland, while Halifax will be shutting 15 banks across England and Scotland. Lloyds is closing 18 banks and Natwest is shutting just one.

This round of closures will begin in 2024, with the earliest set to go for good in January. According to Which? banks and building societies have closed, or have scheduled to close, over 5,800 branches since January 2015.

Levi Winchester