Saturday 1 October 2016

Ulster Bank admits to problems processing customers' mortgage payments

Published 06/09/2016 | 18:08

Ulster Bank
Ulster Bank

Ulster Bank has admitted it is having problems processing mortgage payments for customers.

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Customers reported that monthly direct debit payments have not been taken from their accounts almost a week after the were scheduled to withdrawn.

Ulster Bank said the problem relates to Ulster Bank mortgage customers who have current accounts with other providers.

In a statement, the bank said: “Some Ulster Bank mortgage customers, with non Ulster Bank current accounts, may be experiencing a delay in their mortgage direct debit being collected.

“The underlying issue has been identified and we are working to resolve it. We apologise for any inconvenience.”

The bank said that customers who require further assistance should get in touch with it directly, either through their branch, online webchat, or by ringing the bank.

Two years ago Ulster Bank was been fined a record €3.5m by the Central Bank and reprimanded over the serious failings of its IT systems.

The bank’s IT system had crashed for most of the summer in 2012.

This resulted in about 600,000 customers being deprived of basic banking services over a 28-day period.

This fine is in addition to a redress scheme that was required by the Central Bank under which Ulster Bank paid about €59m to affected customers.

The Central Bank found that Ulster Bank failed to have “robust governance arrangements” in relation to its IT systems and that this resulted in a “major and prolonged IT failure”.

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