STILL NO MONEY!

Iwill41's Comment

Written on: 06/07/2012

Thank you for your comments. We are extremely sorry for the inconvenience caused to our customers as a result of the technical problems at RBS. As you know between Saturday 23rd of June and 3pm on Wednesday 27th of June thinkbanking didn’t receive the data needed from RBS to update customers accounts, because of the well publicised IT failure at RBS. thinkbanking is not part of RBS, but accounts are held by RBS.

Over the period we worked extremely hard to offer customers emergency cash to tide them over. We were able to provide many thousands of customers with funds to ensure that they had enough money to live on until their credits arrived. Over the period we increased our staffing levels and opening hours to enable us to serve customers that needed help. We also introduced a phone number that is inclusive on most mobile and landline tariffs. We do appreciate that our phone lines were extremely busy as we dealt with this issue.

By 3pm on Wednesday 27th of June customers’ credits were in their accounts and since then customers have been receiving all credits as normal.

We tried to keep customers up to date throughout via text message, as well as updates on our website, internet banking, Facebook and Twitter.

We have written to every affected thinkbanking customer to apologise for these problems, which although outside our control, caused a great deal of worry and difficulty to many. You can see the apology here: http://www.thinkbanking.co.uk/apology/

We have also refunded the thinkbanking management fee for June customers inconvenienced by this and committed that customers should not be out of pocket as a result of these exceptional circumstances. We have published details for customers on how to make a claim.

Thank you

Ian Williams
Thinkbanking