Customers of Britain’s Royal Bank of Scotland Group, which includes NatWest and Ulster Bank, were recently saddled with the latest in a string of technical errors when an outage in the bank’s mobile app occurred. The outage, which lasted around two and a half hours, heightened concerns about the integrity of bank IT systems, particularly given other recent software troubles at RBS.
Approximately two million people use the RBS mobile banking application. Those accessing the application during the recent issue were given a message showing that there was no internet connection, ContractorUK reported. To prove that the glitch was not related to their own smartphones and tablets, many customers voiced their complaints on Twitter. The bank’s social media accounts directed users to the company’s home page, where many were greeted with a message saying their Twitter posts would not be addressed until the following week since the flaw occurred on a British banking holiday.
The bank later announced that service was returning to normal. Nonetheless, such incidents contribute to consumer concern, especially since RBS experienced an outage due to an error in March as well as a major issue last summer that has since prompted regulatory inquiry. A spokesman for the consumer group Which? told the BBC that such issues were attracting customer attention.
“Consumers increasingly use mobile banking services to access their accounts and will want to be assured that their money is accessible and safe at all times,” the spokesman said. “These frequent glitches continue to raise questions about how robust and reliable banks’ IT systems are.”
As banks continue to seek the trust of their customers, ensuring their software systems are robust and free of errors is essential. Using tools such as static analysis software, developers can strengthen application functionality during production and help ensure that consumer confidence remains intact.
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