NatWest has confirmed that around 112,000 customers have accidentally been charged twice for debit card purchases following a payment glitch at the bank.
Some accounts are showing a lower available balance than normal as a result, with some users complaining that the error has put them in their overdraft.
A message on the NatWest app reads: “Some customer accounts are showing debit card purchases twice, and in certain cases their available balance will be lower than it should.
“We’re really sorry for any inconvenience.”
In a complaint to NatWest on Twitter, one person said: “I've had my transactions duplicated which has put me in overdraft and I will have fees if I don't supposedly sort it by 3pm today. I didn't make any same payment twice?”
Are you affected? Get in touch: mirror.money.saving@mirror.co.uk
Another tweeted: “I am in an overdraft yet I have not spent this money, please could I have assistance.”
A third said: “Just received a message from you saying that I have gone into my arranged overdraft and may incur charges for using my overdraft. Pay in cleared funds to minimise charges. Err, what in earth is going on please?”
A fourth person complained: “You’ve double charged me.”
NatWest has responded to customers to say that it is aware of the technical issues.
In a reply to one person, the bank said: "Please don't worry as charges caused by the duplicated payments won't be applied."
A spokesperson from NatWest said: “We are aware that some NatWest customers’ accounts are showing some Visa debit card purchases twice, and in certain cases their available balance will be lower than it should.
“We are working to fix the problem, and will ensure that no customer is left out of pocket.
“Our customers can be assured that payments to retailers/merchants have only been made once, so there is no need to contact them. We apologise for any inconvenience this has caused.”
Are you entitled to money back?
You aren't automatically entitled to any compensation when there is a payment glitch at your bank - it instead depends on how badly the issue has affected you.
For example, if it made you miss a bill or some sort of payment, or you occurred fees as a result.
It also depends on how long the problem lasts for and how quickly the bank worked to resolve it.
NatWest has a dedicated page online to help you make a complaint.
If you're considering making a complaint, you should gather evidence about how the service issue affected you and for how long.
If you're in desperate need of access to your money but your online services are down, you can go to your local bank branch to withdraw your funds as normal.
If you don’t have a local bank branch nearby or you're unable to get there, try and call your bank or contact it on social media to ask what to do.
