Newcastle Permanent app switch locks out users

BANKING FRUSTRATION: The Newcastle Permanent’s new app has caused chaos for some customers. SOME online banking customers with the Newcastle Permanent were left locked out of their accountsafter the building society launched a new app and internet banking system.


Chief executive Terry Millett said the introduction of a new system on August 27 had created a whole new log-in which left many unable to use their old bankinglogin.

Roughly 6300 of the financial institution’s 150,000 banking users were affected.

Angry customers took to Facebook to vent their frustrations.

“Just downloaded the new app and typed in my user ID and it tells me ‘oops, something has gone wrong,’I just want to get into my bank account,” Chantal Roberts wrote.

While others felt the new app was no improvement at all.

“Why did you have to go and make things harder there was nothing wrong with the old app nice and simple to use,” Heather Slade wrote.

The building society’s online team promptly responded to online complaints, trying to offer their customers assistance and solutions.

However, contact centre lines were swamped by customers trying to proceed with online banking. The building society provided additional resources to deal with customer complaints.

Mr Millett said the app was also initially loading slowly due to “unprecedented” traffic, prompting some tweaks early this week.

“We’re confident that with more time and opportunities to use the new system, once the unusual demand has subsided,our customers will be glad we undertook the substantial project to provide a new system,” Mr Millett said.

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