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HUNDREDS of Co-Op Bank customers were having trouble accessing online banking or the app.
According to Downdetector, which shows businesses experiencing outages, there were at most just under 400 issues reported yesterday, September 1.
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More than half of the problems related to online banking and the rest of the customers who could not log in online or on their mobile.
The majority of the problems came from London.
A Co-Op Bank spokesperson said the outage was the result of an “external internet issue” which was resolved at 11 p.m. on September 1.
They apologized for the inconvenience caused.
Frustrated customers took to social media after the outage.
One said: “Co-op bank app is down again and I need to access my account urgently.”
Another said: “Your website isn’t working. Please fix it, I have bills to pay.”
One user said: “Unable to log in to my account. Tried three different browsers. Private and normal mode.”
Co-Op Bank fell last September with users reporting problems accessing their accounts.
Services were back up and running within hours.
Can I claim compensation for a breakdown?
Unlike telecommunications companies, banks are not required to compensate customers in the event of breakdowns or technical problems.
But you may be entitled to a refund depending on the extent of the disruption that affected you as a consumer.
To make a claim, you must present evidence of how the outage adversely affected you, including any additional costs incurred.
This may be because you have been charged for late payment, for example.
You should note when you were unable to access services and the names of people you spoke to within the company that experienced the outage.
If the bank does not resolve your complaint, you can take your case to the Financial Ombudsman Service.
This is an independent body that will resolve any issues based on what it believes to be “fair and reasonable” based on the circumstances of the case.
The service can solve your problem by phone, by e-mail or by mail according to what suits you best.
In the event of a bank computer system failure, the FOS says any compensation you may receive will depend on your situation and whether you lost money as a result.
If it finds that the bank was at fault, you can see any fees, charges or fines refunded.
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