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BoS computer glitch hits 7,000 mortgages clients

Bank of Scotland has apologised to borrowers after a computer glitch saw thousands of mortgage customers have their monthly repayment taken three times.

Estimates suggest that about 7,000 had payments taken from their current accounts on up to three consecutive days last week.

BoS blames the problem on a technical error and stresses that it is acting as quickly as possible to refund the people affected.

Brokers say there is little that the intermediary market can do to help borrowers who think they might be affected other than remind them to check their accounts because not all will have permission to speak on their clients’ behalf.

BoS became aware of the problem on October 17 after borrowers whose payments were due on the three previous days had another payment withdrawn from their account. But the bank was not able to stop some borrowers having another payment taken on October 18.

A spokesman says: “Due to a technical error which we have identified, a number of Bank of Scotland mortgage customers have incorrectly had money debited from their accounts. We would like to apologise for any inconvenience caused.

“We are working flat out to rectify the situation. A fix is in place and all customers would have been reimbursed by close of play last Friday at the latest. No customers will be out of pocket as a result of this.”

Hamptons International Mortgages technical director Jonathan Cornell says: “Brokers might be able to access some clients’ records but if other brokers call on behalf of the customer, they may need consent so it will take a while and the client is better off doing it themselves as they will face less of a brick wall.”


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