BBC News - 'It's like my salary never existed' - RBS customer The boss of RBS has admitted the bank "has to do better" amid a day of disruption for many customers following a computer failure. An estimated 750,000 RBS, NatWest and Ulster Bank customers were unable to use their credit and debit cards for three hours on Monday. RBS customers Jennifer Roberts and Greg Povey told BBC News that money paid into their accounts had vanished, while NatWest customer, Rick Yates, said he was unable to use his card to pay for a restaurant meal. Susan Allen, Director of Customer Solutions at RBS group, said the bank was investigating the situation and urged customers to contact them if they were still experiencing problems.