NatWest customers still unable to see bank balances on sixth day of glitch Around 7,000 staff were on duty in branches today but social media sites such as Twitter continued to be flooded with angry messages from customers who found themselves without access to cash over the weekend or unable to pay bills. Susan Allen, director of customer services at RBS Group, insisted that progress to clear the backlog of payments was being made "I'm cautiously optimistic that RBS and NatWest customer account balances will be largely back to normal from tomorrow," she said. The knock-on effects of this technical failure mean there will be bumps in the road. We will do everything we can to minimise further disruption to our customers. And we continue to rely on and appreciate their patience as we work through possible disruptions. I can confirm today that we have started the process of putting things right for our customers. Any overdraft fees or charges on current accounts incurred by customers would be automatically waived, she said. The bank said it would also work directly with credit agencies to ensure no-one's credit score was affected. The problem with computer software started on Tuesday night and while RBS says it has been fixed, customers were still experiencing problems today. Mr Hester attempted to reassure customers following mounting fears that thousands of people could be hit with penalty charges if their regular payments - including mortgages - were affected. "I am very sorry for the difficulties people are experiencing," he said. NatWest customers affected by the glitch had to pay to ring the bank's 0845 helpline number, but a spokesman said callers would be reimbursed for any cost they incurred in doing so.