NatWest addresses cash deposit glitch after customers complained money wasn’t in their account

NatWest logo outside of bank branch

NatWest customers found their cash deposits had been delayed

Jessica Sheldon

By Jessica Sheldon

Published: 22/09/2023

- 08:43

Updated: 27/09/2023

- 16:11

NatWest customers took to X, formerly known as Twitter, to seek help from the bank

NatWest has said it has resolved an incident with its cash machines after some of its customers reported cash deposits were not showing up in their account.

The affected customers contacted the bank on X, formerly Twitter, on Thursday, complaining the money they had deposited in their NatWest accounts seemed to be missing.

Some were concerned they would accrue fees as the incident left their accounts overdrawn.

However, NatWest has confirmed that affected customers won’t be “left out of pocket” as a result of the issue.

NatWest cash machine

NatWest said cash payments to a small number of accounts have been delayed


A NatWest spokesperson said: "Cash payments to a small number of accounts have been delayed.

“The issue is now resolved and customer accounts are being updated.

“No customer will be left out of pocket as a result."

Replying on X yesterday, NatWest said the problem had arisen following an “ongoing incident with our cash deposit machines”.

One person asked if there was a timeframe for sorting out the issue with deposits not showing up in accounts.

The @NatWest_Help account replied: "Thank you for contacting us, we are aware of the technical issue which caused some delays in CDM credits.

"We are working our hardest to get this resolved ASAP however we are unable to provide a timescale. Thank you for your patience and understanding."

The customer added: "Also what happens if our account has been overdrawn as a result of this?"

NatWest logo outside of bank branch

NatWest said no customer would be left out of pocket as a result


However, the bank has confirmed that customers should not face overdraft charges which would have resulted from this glitch.

A member of the team wrote: "Balances will be corrected as soon as this has been resolved, if you have been taken overdrawn as a result of this issue and see any charges applied please do pop a message over to us so we can help you further."

Another person exclaimed: "The cash I put into my bank with the deposit machine on the 20th, is now saying I’m in my overdrawn? I’m currently on holiday and this is not ideal."(sic)

A third penned: "Wow in the meantime my balance doesn't reflect what is in there and my card will be declined for basic living expenses until hopefully my salary shows tomorrow and the cash I banked yesterday magically appears."

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