Digital Banking
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Help Point
Putting things right and reimbursing our customers
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What we're putting right -
How we’ve calculated
Fees Charges & Interest -
What you need to do -
Common questions
To take responsibility for the mistakes we made, all fees, charges and interest applied to current account customers because of the incident between 19th June and 6th July will be automatically refunded, to ensure no affected customers are left out of pocket.
What does this mean for different accounts?
Current accounts - all fees, charges and interest applied to current accounts as a result of the incident will automatically be corrected. We started to make automatic corrections to impacted customers' accounts from 6th July and this will complete by 31 August.
Credit cards - all fees, charges and interest that may have been applied as a result of the incident have been automatically refunded or waived. Customers will see these corrections in their August statement.
Savings accounts - any interest adjustments required as a result of the incident will be included in future interest payments.
Mortgages - if your mortgage payment was missed or delayed as a result of the incident, we will automatically refund any fees, charges or additional interest incurred by the end of August.
Loans - if your loan repayment was missed or delayed as a result of the incident, you can expect a full refund of any additional interest incurred by the end of July
How have we calculated fees, charges and interest during the incident
Before the 19th June
All charges and interest incurred up until 19th June will apply as normal.
Between 19th June and 6th July
Treatment of Fees and Charges
- We will proactively reimburse any fees and charges on our customers current accounts, credit cards, mortgages, and loans where they have been incorrectly charged as a result of the incident.
- For example, an unarranged overdraft fee applied to your current account or a late payment fee applied to your credit card.
Treatment of Interest
- We will proactively credit any interest incurred (debit interest) or lost (credit interest) due to the incident on our customers current accounts, credit cards, mortgages, loans and savings accounts.
- For current and savings accounts - we will treat all credits as if they were applied on 19th June. See examples
- For mortgages, loans and credit cards, where a payment was made late, debit interest will be charged from the day it should have been paid. See examples
After 6th July
Charges and interest are being applied as normal. However, if you believe you are still affected please contact us.
You don’t need to do anything. We will automatically correct customers accounts by the end of August.
- Current accounts - all fees, charges and interest applied to current accounts will automatically be corrected. We started to make automatic corrections to impacted customers' accounts from 6th July and this will complete by 31 August.
- Credit cards - all fees, charges and interest that may have been applied as a result of the incident have been automatically refunded or waived and customers will see these corrections in their August statement.
- Savings accounts - any interest adjustments required as a result of the incident will be included in future interest payments.
- Mortgages - if your mortgage payment was missed or delayed as a result of the incident, we will automatically refund any fees, charges or additional interest incurred by the end of August.
- Loans - if your loan repayment was missed or delayed as a result of the incident, you can expect a full refund of any additional interest incurred by the end of July
Impacted customers will start to receive letters detailing the automatic refunds and corrections applied to their current account from 2nd August.
What do the corrections relate to?
We are correcting charges, fees and interest on affected customers accounts where we believe these were incorrectly incurred as a result of our technical issue.
If you need to speak to someone about the corrections on your account before you receive your communication, please contact us.
When will the corrections start to apply?
We started to make automatic corrections to impacted customers' accounts from 6th July.
- Current accounts – corrections will appear on your account from 6th July and 31 August.
- Credit cards – corrections will be shown in your August statement.
- Mortgages – corrections will be applied by 1 August.
- Loans – corrections will be applied by 1 July
- Savings accounts – any interest adjustments will be included in future interest payments.
Why have you made the corrections before providing me with details of how this applies to me?
In order to ensure no customers are further out of pocket, we have started to apply the corrections to accounts as soon as possible.
Personal current account customers will start to receive letters detailing the refunds applied to their account from 2nd August. Customers will see corrections to other products on their August statement.
We’re sorry if this has caused any further inconvenience.
I have recently closed my account(s) how will I receive any refund due to me?
If you have recently closed your account, we will be in touch directly by letter to arrange how payments you are due to be refunded will be made.
I have suffered further losses as a result of the technical issue
If you feel that you have suffered further loss over and above fees and charges on your account, please contact us.
Will my credit rating be impacted?
We are working closely with the credit reference agencies to ensure no customer’s credit rating is permanently affected.
We have captured all the information relating to incorrect fees, payments and charges for impacted customers, and will ensure this is not submitted to any credit reference agencies. In order to give customers peace of mind, we will also be writing to them with details of how they can receive a free credit check.
Bank statements and transactions explained - a guide to what’s on your statement
Your statement explained
Your statement is a record of all money going into and coming out of your account over a period of time. You can access your statements online, via our Mobile Banking app or on paper.
What's on a statement?
Your statement will show your balance at a given time and the money you have available to take out of the account. Some of the other things you should see on your statement are:
Going out (debits):
- Payments made by using your debit card in a shop
- Regular payments such as Direct Debits and Standing Orders
- Online payments
Coming in (credits):
- Your salary
- Funds paid in at a branch counter
- Money paid into an in-branch deposit machine (Cash Deposit Machine)
Payments
The majority of payments will normally be processed without delay. However, transactions considered unusual to the normal operation of your account will be referred for further investigation. If this occurs the payment will not be sent until the investigation has been completed.
Statement references
A reference is placed against most transactions on your statement. These references can sometimes be confusing.
If you make a payment or transfer online or over the phone you will see a unique call reference on your statement next to the transaction.
Digital and Mobile Banking app statements
Statements shown online may differ slightly to those shown in our Mobile Banking app - in general more information is presented in the online version.
Your 'statement' in our Mobile Banking app shows the last 6 transactions for each account.
In Digital Banking you can also see this 'mini statement' view as well as being able to see and search statements and transactions going back up to 7 years.
Paper statements
If you want to receive paper statements you can request these through Digital Banking, over the phone or in branch free of charge. In Digital Banking you can also choose to receive paper statements regularly.
I’m abroad how can you help me?
We will do our best to help with any of your financial needs. If you’re currently travelling or outside the UK please contact us on +44 (0) 161 931 9959. Our agents will also be happy to call you back directly.
What should I do if someone asks me for my PIN or password?
We would like to remind you about some security issues around your PIN and passwords. We will never contact you and ask you to provide these details. If you are in any doubt please contact us.
I'm not a RBS customer but I've been affected?
We recognise this issue has affected more than just our own customers for which we apologise. In the first instance we recommend you contact your bank to let them know what's happened. They will be able to advise how they can help.
If you have an urgent enquiry, are out of pocket, or want to make a complaint, please either:
Call us
Freephone: 0800 656 9639
Local rate: 0161 931 9959
International: +44 (0) 161 931 9959
Minicom: 0800 404 6160
Calls may be recorded and call charges may vary Complete our online form.
Visit us in person -
find your nearest branch.
- Give feedback
- Find us on
Displaying payments made by using a debit card in a shop
Your available funds are usually decreased by the amount of your purchase but there won’t be any immediate impact on your balance and you won’t be able to see the transaction on your statement.
Retailers can take up to 4 days to claim the funds from your account and your balance is reduced then.
In Digital Banking the transaction will appear as “Debit Card Transaction” on your Account Summary mini-statement.
More information - the last four digits of your card number, the date of the transaction and the name of the retailer - is shown in your full statement within the service. You can also see more information on the Account Summary page as a tool tip when you hover your mouse over the transaction.
Displaying regular payments
When a standing order or Direct Debit is claimed from your account, your balance and available funds will be reduced by the amount of the claim.
If your regular payment is due to be paid on a Monday, your balance and available funds are usually reduced by the amount of the transaction on the previous Saturday morning.
In Digital Banking the transaction will appear as “Standing order” or “Direct debit” on your Account Summary mini-statement.
More information is shown in your full statement within the service e.g. MUNDUS CLEANING, FP 26/06/12 30, 33041853145939000R.
Displaying online payments
If you make a one-off, online payment to another person or a company, your balance and available balance are usually updated instantly. Your payment will usually reach the recipient within 2 hours.
If the payment is made after 6:30pm, the payment will appear to be made on the following day but your balance and available balance are usually reduced immediately.
The payment will usually appear on your statement as “CALL REF.NO.XXXX” where XXXX is a unique number that identifies your Digital Banking session. Once our systems complete their processing – usually overnight - a full description will be displayed on your statement as well as the original call reference number.
Displaying fees and charges
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Displaying fees and charges
Most salary payments are made automatically (using a ‘faster payment’) and should appear instantly in your account.
Displaying funds paid in at a branch counter
If you pay in cash, it is immediately reflected in your balance and available funds. This will appear as a “Teller transaction” on your mini-statement. The sort code of the branch you used will also be displayed in full online statements on the following business day.
If you pay in a cheque, it will appear in your balance on the following day but your available funds are not increased until the cheque is cleared. This usually takes 3 days.
Cheques can be returned unpaid, so you should allow at least four full working days before you use money from a cheque you've paid in. In some cases, because cheques may still come back unpaid after this time, it may take up to five working days for a cheque to clear and postal delays can extend this period further.
Viewing money paid into an in-branch deposit machine
If you pay in cash, it is usually reflected in your balance and available funds straight away. This will appear as “CDM [sort code] date/time” on your mini-statement.
If you pay in a cheque, it will appear in your balance on the following day but your available funds are not increased until the cheque is cleared. This usually takes 3 days which is no longer than if you paid in at a branch counter.
Cheques can be returned unpaid, so you should allow at least four full working days before you use money from a cheque you've paid in. In some cases, because cheques may still come back unpaid after this time, it may take up to five working days for a cheque to clear and postal delays can extend this period further.
Due to the recent technical issues CDM transactions are taking a day long than they would normally.
Mini statements
The mini-statement shown on the Account Summary page of Digital Banking displays the last 6 transactions on your account. Each transaction has a basic description against it to give you an indication of what the transaction was for.
You can however see a full description of the transactions by viewing your bank statement. To view your statement you can either select the ‘View full statement’ button under your mini-statement or by selecting ‘Statements’ from the main menu followed by ‘View transactions’.
Top Tip: If you hover your mouse cursor over the transaction on your mini-statement a more complete description will be displayed as a tool tip if it’s available.
What do the abbreviations on my statement mean?
A reference is placed against most transactions shown on your statement.
These are the most common references you are likely to see along with an explanation of what they mean.
| What’s displayed | What it stands for | What it means |
|---|---|---|
| ATM | Automated Teller (Cash) Machine | A cash dispenser or cash machine transaction |
| BAC | Automated Credit | Deposit cash or cheque over the branch counter with your pay in book |
| BGC | Bank Giro Credit | Deposit cash or cheque over the branch counter with your pay in book |
| BSP | Branch Single Payment | Bill or third party payment made within branch |
| CDM | - Cash & Deposit Machine | Cash & Deposit Machine's are advanced ATMs which can be used to process pay-ins, bill payment sand withdrawals, as well as cash withdrawals |
| Charge - Previously displayed as CHG | fees debited against your account | |
| CHP | Payment by CHAPS transfer | Electronic transfer for large payments between accounts sent and received on the same day i.e. mortgage settlement |
| CHQ | Cheque | A document that orders the payment of money from a bank account to another person or organisation |
| CUI | Centralised Unpaid In (Unpaid Cheque) | Transaction on your account which relates to an unpaid cheque |
| CWP | Cold Weather Payment | Deposit into your account by the Government to cover cold weather payments |
| D/D | Direct Debit | A regular payment of a variable amount from your account to a third party or company |
| DIV | Dividend | An electronic credit to your account from shares held by you |
| DR | Account Overdrawn or Debit Item | An indicator on your statement to show that your balance is less than zero |
| DWP | Department for Work and Pensions | Deposit into your account by the Department for Work and Pensions |
| ERTF | Exchange Rate Transaction Fee | - Debit related to the use of your debit card at an ATM or POS outside the United Kingdom |
| IBP | Inter-Branch Payment | Transfer of money between accounts at different branches |
| INT | Interest | or debit on your account associated to interest earned or incurred on your balance |
| ITL | International | Transfer of money from your account to an account outside the United Kingdom |
| NDC | Non Dividend Counterfoil | A credit to your account from shares held by you |
| DPC | Digital Banking Transaction | Transaction carried out by using Digital Banking |
| POC | Post Office Counters | A transaction carried out over a Post Office counter |
| POS | Point of Sale/Debit Card Transaction | A purchase made with your debit card e.g. within a retailer or online |
| S/O | Standing Order | A regular payment of a fixed amount from your account to another account, a third party or company |
| SBT | Screen Based Transaction | A transaction processed by the branch on your behalf |
| TEL | Telephone Banking | A transaction carried out using telephone banking |
| TFR | Transfer | Transfer of money between accounts |
| TLR | Teller Transaction | A transaction carried out using branch banking |
’CALL REF NO.’
If you make a payment or transfer using online or telephone banking a unique CALL REF.NO.XXXX is assigned to all the transactions made during that session.
When an online or telephone banking transaction is initially debited from your account the call reference number will show as the transaction description on your statement. Once our systems complete processing of the transaction a full description will be displayed on your statement as well as the call reference number. The full description for these transactions is normally available by the next working day.
You may notice some call ref numbers showing as 0000, the CALL REF.NO. 0000 is a Transfer/Payment made using our mobile banking app.
Examples
Current and Savings accounts
Example 1: If the account was already in credit and an additional credit would have been applied to the account on 23rd June, interest will be paid in respect of this credit from the 19th June.
Example 2: If the customer was overdrawn and the credit should have arrived on 23rd June, the incurred interest relating to this amount from 19th June will be refunded.
Mortgages, loans and credit cards
For example, the customer’s loan payment was due to credit on 21st June but was not applied until 23rd June. This will be treated as if it applied on 21st as expected.