NatWest customers have been left frustrated this morning after being locked out of their accounts due to issues with the bank’s mobile app and online banking.
Customer Complaints
Dozens of users took to social media to report problems accessing their accounts. Many said they were greeted with a message about Sainsbury’s Bank accounts being moved to NatWest, leaving them unable to proceed with logins.
One customer posted a screenshot of the message, which read:
“Welcome to NatWest app … While we move your account over, find all the info you need about the transfer journey on our hub. We’ll let you know by email or post when your mobile app is ready to use.”
The user added: “Go to log into my NatWest account and I get this message, because you bought Sainsbury’s Bank, but you’ve given no way to clear the message. So I can’t access my banking on the app and I can’t access online banking because I need the app for verification.”
Widespread Issues
According to DownDetector, there have been more than 100 reports of problems with the NatWest app since 9am. Customers said the issue is affecting both NatWest account holders and those whose Sainsbury’s Bank savings and credit products are being transferred.
Some users said they had managed to regain access by deleting and reinstalling the app, though others reported that this did not work.
Background
NatWest recently completed the acquisition of most of Sainsbury’s Bank’s retail operations, including its credit card, personal loan, and savings accounts.
The migration process appears to be behind today’s disruption, though NatWest has not yet issued a formal statement.
What Customers Can Do
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Try uninstalling and reinstalling the app.
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Check NatWest’s official service status page for updates.
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Contact NatWest via telephone banking if urgent access to accounts is required.
The bank is expected to issue further guidance later today.
