Customers of UK building society Nationwide were locked out of their accounts after scheduled overnight maintenance overran, the building society’s second outage in a month.
Customers were unable to use their cards, access their accounts online or through their mobile banking apps, although service was restored by the next morning.
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As is now commonplace in instances of technical problems, customers took to Twitter, with many refuting Nationwide’s claim that they could still use ATMs to access cash.
Twitter user @mrsmac711 said: "We have no access to our money at all! Card declined when we have money in account and ATM spitting card straight back out!!"
@dionkelly said: "Thanks for nothing today. Absolutely abysmal customer service #RubbishCustomerService".
The problem is particularly embarrassing because Nationwide, the country’s largest building society, has recently ramped up its digital offering, spending £1bn ($1.68bn) on improvements for core IT systems in the last five years.
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By GlobalDataIn recent months the building society has also purchased advanced decision management tools from FICO, launched a new website, released several new apps, rolled out video link remote expert services and become the first high street provider to launch both the V.me digital wallet and 24/7 customer service via social media.
When service was restored after the recent glitch, many customers praised Nationwide’s Twitter team for keeping them updated.
The lender said on Twitter: "Our internet bank & mobile app are now working after an Issue following planned maintenance. Sorry for inconvenience this has caused."
@DipPFS_in2014 replied: "Thanks to staff keeping us updated today, sterling effort! :-)".
Meanwhile, @tourmaline1973 highlighted Nationwide’s relatively good track record compared to some other lenders, saying: "Good to hear! Please stay IT healthy, I left RBS for you because of their multiple IT slips and glitches."
Royal Bank of Scotland (RBS) has been plagued repeatedly by technical problems, with the most recent occurring on 23 May.
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