Thousands of Metro Bank customers were left frustrated on Tuesday after a major IT outage caused chaos with their accounts. Many users said their payments were duplicated, leaving them in negative balance and unable to access their money.
The issue began early in the morning, when customers noticed missing funds and double charges on their banking app. Some said they couldn’t pay for food, travel, or essential bills because their balances suddenly dropped below zero.
Social media platforms such as X (formerly Twitter) were flooded with complaints from angry customers demanding answers and compensation. One person wrote, “All my transactions have been duplicated, and now I can’t buy anything.”
Metro Bank confirmed the problem and apologised for the disruption, explaining that there had been a temporary delay with inbound and outbound payments. The bank said the issue was later fixed, but some customers might still see delays while earlier payments are processed.
This latest glitch has raised concerns about the reliability of online banking systems, as more customers depend on digital access for everyday transactions.
What Happened: A Sudden IT Outage
According to Metro Bank, the issue was caused by a temporary delay in processing inbound and outbound payments. Customers first noticed the problem around 8am on Tuesday, when transfers, card payments, and online transactions began failing or duplicating.
The bank’s service status webpage displayed a notice acknowledging the issue:
“Our payment services are currently unavailable. We’re working to fix the problem as quickly as possible and apologise for any inconvenience.”
Reports on the Downdetector website spiked during the morning, with more than a hundred customers flagging issues between 8am and 10am. While Metro Bank later claimed that services had been restored, many users continued facing discrepancies well into the afternoon.
Customer Reactions: Frustration and Fear Over Missing Funds
The outage sparked a flood of complaints on social media, particularly on X (formerly Twitter) and Facebook, as customers shared screenshots of their negative balances and missing transactions.
One customer posted:
“All my transactions have been duplicated, and now my account is in the minus. I can’t buy food or get to work today.”
Another wrote:
“Logged into my app and found pending transactions approved and taken out — now they’re also still showing as pending. I’ve basically paid twice!”
Several users said hundreds of pounds had seemingly vanished, with one reporting a negative balance of £7,000, while another saw -£500 without any overdraft facility.
Parents also voiced concerns about being unable to pay for essentials. One user wrote:
“I need food and nappies for my kids, and I can’t do anything right now. This is beyond a joke.”
Such posts highlight the increasing emotional and financial impact of digital banking failures, especially when people rely entirely on mobile apps and online transfers for everyday needs.
Duplicate Payments and Overdrawn Accounts
Many of the reported problems involved duplicate or pending payments, meaning transactions were both “approved” and “pending” at the same time. This caused customers to be charged twice for purchases or see their available balance drop dramatically.
Because some accounts have no overdraft protection, even small duplications pushed balances into the red, effectively locking users out of their funds. For individuals paid weekly or those budgeting tightly, this caused immediate hardship.
One Facebook user wrote:
“Anyone else having issues with Metro Bank this morning? My account’s empty and same with my family’s — everything’s been taken twice.”
These issues mirror recent technical problems at other major UK banks, raising concerns about the reliability of financial technology systems in the modern era.
Bank’s Official Response and Apology
In an official statement, Metro Bank acknowledged the glitch and apologised to affected customers:
“We experienced a short delay affecting inbound and outbound payments earlier this morning. This was resolved and customers can currently make payments as usual. Some customers may still see delays while we process earlier payments. We apologise for any inconvenience.”
The bank added that customer service lines were busier than usual due to the surge in complaints. Metro Bank encouraged customers to visit branches or contact helplines for personal and business accounts for assistance.
To reassure users, the bank clarified that it would not impose charges for support calls, although mobile or landline providers may apply their own fees.
By early afternoon, the bank said that normal service had resumed, though it continued processing delayed transactions. “We are prioritising earlier payments and working hard to minimise impact,” the spokesperson added.
Customers Demand Accountability and Compensation
Despite Metro Bank’s apology, many customers demanded compensation for the disruption, claiming they missed work, direct debits, or essential purchases.
One user wrote on X:
“We all deserve compensation! People have missed work and gone without essentials because of your glitch.”
Others raised questions about how such an incident could happen in 2025, given that digital infrastructure is supposed to be more reliable than ever.
Financial experts say that while short-term outages are not uncommon, the lack of communication and transparency from banks during such events often worsens customer frustration.
Wider Industry Concerns: UK Banks Under Scrutiny
This incident comes amid growing concern about the resilience of UK banking technology. In recent months, several major institutions — including NatWest, Santander, and Barclays — have suffered similar outages affecting mobile and online banking.
Earlier this year, NatWest had to apologise after millions of users were locked out of its app, causing delays in payments and transfers. Such incidents have prompted calls from consumer watchdogs for stricter regulatory oversight of IT systems used by financial institutions.
Experts warn that as banking becomes increasingly digital, system reliability and data security must be treated as top priorities to maintain public trust. For many customers, a single technical glitch can mean unpaid bills, bounced transactions, or even credit score damage.
Current Status and Next Steps
By late Tuesday, Metro Bank confirmed that all services were back online and that customers could now make payments as usual. However, some users still reported delays in transaction updates and incorrect balances.
The bank said it was continuing to monitor systems closely to ensure full restoration. Customers were advised to refresh their apps, check pending transactions, and contact support if discrepancies remain.
In the coming days, Metro Bank is expected to review the cause of the incident and may issue further updates or compensations depending on the scale of the disruption.
Metro Bank IT Glitch: Frequently Asked Questions (Q&A)
Q1: What caused the Metro Bank outage?
A1: Metro Bank confirmed the outage was due to a temporary delay in processing inbound and outbound payments. The issue led to duplicate transactions and incorrect negative balances in some accounts.
Q2: When did the problem occur?
A2: Customers first reported issues early on Tuesday morning, around 8am, with problems continuing throughout the day for some users.
Q3: How did the outage affect customers?
A3: Many customers experienced duplicate payments, missing funds, and negative balances, leaving them unable to pay for essentials, bills, or travel. Some accounts were overdrawn despite having no overdraft.
Q4: What was Metro Bank’s response?
A4: The bank apologised, stating the issue was resolved and services were restored. They also said some customers may still see delays while earlier payments are processed.
Q5: Are customers eligible for compensation?
A5: Several customers have requested compensation for missed payments or financial inconvenience. Metro Bank may consider compensation depending on the disruption’s impact.
Q6: Can customers access support?
A6: Yes. Customers can visit branches, contact helplines (personal: 0345 0808 500; business: 0345 0808 508), or check their apps. Calls to support are free from the bank, though mobile/landline charges may apply.
Q7: Why is Metro Bank in trouble?
A7: Metro Bank has faced scrutiny due to multiple IT outages, operational issues, and customer complaints. While not in immediate financial danger, repeated disruptions have raised concerns about reliability and management.
Q8: Is Metro Bank safe to bank with?
A8: Yes, Metro Bank is regulated by UK financial authorities and is safe for banking. However, customers should be aware that technical issues can temporarily affect access to funds.
Q9: Is Metro Bank shutting down?
A9: No, there is no plan for Metro Bank to shut down. The bank continues to operate normally, addressing technical issues and working to restore trust with customers.
Q10: Is this a common problem for UK banks?
A10: IT outages have affected several UK banks recently, including NatWest, Santander, and Barclays, highlighting the importance of reliable digital banking systems.
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