Bank apologises after customers left ‘£5k down’ following ‘duplicate’ payments glitch
A bank has been forced to issue an apology after a duplicate payment glitch left some of its small business customers unable to make payments.
The issues appeared to start on Tuesday, 11 June as some of the Co-operative Bank's small business accounts noticed that some payments had been taken twice.
Some also noted that the duplicated payments appeared to be from transactions 'from months ago'.
While the Co-op Bank can't confirm how many accounts were affected, it is thought to have around 96,000 small business customers.
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Customers from the bank have taken to social media to vent their frustration over the glitch, as one wrote on Twitter/X that were 'almost £5k down thanks to this with no resolution in sight'.
One person wrote: "You’ve destroyed my working day due to this, I’ve ended up stranded at a van hire office for two hours, having been stuck on hold on the phone to you for over an hour, with no pick up."
Another shared: "A full 24 hours in and account still in debit, not a single update, business not able to pay suppliers, I’m using my personal account to get by, this is very poor service indeed."
One bank account holder slammed the bank as they shared: "Utter shambles regarding duplicate historical transactions being taken from customer accounts without any notification from you this has happened.
"Thousands of £ out peoples accounts without even notifying customers. Tell us how this will be resolved?"
Another shared that they had 'loads of duplicated transactions from months ago' and others had been left 'in overdraft all day and still waiting to hear from the bank'.
"I’ve had the exact same issue," explained another. "Filled my fleet of vans (all with plant on them) at the local petrol station and couldn’t pay at the till.
"I have other vendors that need paying and I’m unable to. It’s a complete joke and has stopped my business in its tracks until it’s sorted."
And another shared: "Same problem too luckily I only have one band to fill up and I did have my personal account so I could pay absolutely ridiculous. I don’t understand why this is happened and I can’t get old. They’ve been hacked."
A spokesperson for Co-operative Bank has since told Tyla in a statement: “We are aware there are a small number of SME account holders who have duplicated payments showing in their balances and are in the process of correcting this issue.
“We apologise for any inconvenience caused and are supporting customers during this period.”
Niamh Spence