NatWest Crisis Communications

SMS sent out by NatWest after a corrupted software update left millions of customers unable to process payments and access online banking:

22 June 2012 14:13

Due to systems issues, any money credited to your account overnight may not appear on your balance this morning. We are working to fix and apologise for the inconvenience.

23 June 2012 12:50

We apologise to all of our customers affected by our current technical issues. We have now fixed the initial problem and our priority is to sort the backlog. Staff in our branches are ready and available to answer any questions and help with emergency needs.

26 June 2012 11:43

We apologise if you were impacted by our recent technical issues. To help, we’re extending opening in over 900 branches from 8am to 6pm for the rest of the week. Our people are ready to answer questions and help with emergency needs.

The increase in followers to @NatWest_help during the crisis:

Graphic from http://www.slideshare.net/jamieriddell/how-natwest-handled-their-banking-crisis-on-twitter

One thought on “NatWest Crisis Communications

  1. Pingback: The RBS Group – united in crisis? Part One: NatWest | Crisis Management

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