Hundreds of NatWest customers have complained about an issue with its mobile banking app. According to dozens of reports across social media, the problems seem to be centred on the iPhone version of the app. When trying to open the NatWest app on iOS, users’ have their identity checked using Apple’s Face ID facial recognition system, but instead of loading up their accounts – the app immediately crashes.
This has left hundreds of NatWest customers frustrated. Due to the ongoing issues, users are unable to check their current account balance, transfer money to a friend, family member or another account, set-up a direct debit, or pay off a credit card charge.
NatWest has yet to confirm why there are issues with its iPhone app right now, and whether any other platforms are impacted by the problems. However, it has promised several customers that it will investigate the problem when asked directly about the glitch. In response to a number of disgruntled customers, the customer care account for the bank on Twitter, which can be found @NatWest_Help, tweeted: “Our team are aware of an ongoing issue and are investigating this as quickly as possible. I do apologise for any inconvenience caused by this at the moment and appreciate your understanding while we get this checked out.”
Independent website DownDetector, which tracks the status of web apps and online services by monitoring mentions across social media, has recorded a huge spike in enraged NatWest users taking to Twitter, Facebook, and others to complain about the problems. According to the latest data recorded by DownDetector in the UK, more than 500 people are complaining about the issues with the iOS banking app every minute.
As well as tracking the number of reports, DownDetector is able to use the geolocation data embedded into the social media posts to pinpoint where reports are coming from. When displaying the reports around NatWest on a map, it’s clear most customers experiencing the issue are in London and Manchester. However, there are reports from across the UK.
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