RBS Blames Glitch For Mortgage Payments 'Being Taken Twice'

RBS has had to issue another apology for last month's costly technical glitch after confirming duplicate mortgage payments were mistakenly taken from customers at the height of the disruption. A "relatively small" number of accounts across the country were affected, the company said, in response to complaints. It is understood RBS and NatWest account holders are involved and RBS said it had increased call centre staff by 50% to handle a potential rise in call volumes. The bank is urging customers to get in touch if they are experiencing problems and it has promised that no one will be left permanently out of pocket. A spokeswoman said: "We apologise to any customers experiencing problems today. "We said last week that we expected to see a few bumps in the road for customers as we get things fully back on track." "Any customers experiencing problems should contact our call centre or visit their local branch and we will put things right." On Monday - almost two weeks since the RBS Group first encountered difficulties updating customer balances after the IT failure - it admitted it had taken longer than first anticipated to clear the backlog at Ulster Bank and efforts would continue during the week.