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Nationwide Building Society's Faster Payments turn into Slower Payments for 2022

(2022/01/04)


The UK's Nationwide Building Society has started the new year with a bork as customers found payments to and from accounts stalled as 2022 arrived.

Problems began this morning as [1]worried customers contacted Nationwide to check what had become of incoming and outgoing payments. The building society's [2]status page confirmed that there were problems and "incoming and outgoing payments are delayed at the moment," but "everything else is working normally."

The problem appears to be with sending and receiving money. Direct debits and standing orders, Nationwide said, "are unaffected." Cashpoints and card usage are also unaffected, according to the bank. However, there might be a wait for money (say, a salary payment) to arrive.

[3]

It appears the problems are by design. A spokesperson told The Register : "As a result of extremely high volumes of transactions on the first working day of the year we took the decision to temporarily queue faster payments."

[4]AWS power failure in US-EAST-1 region killed some hardware and instances

[5]Oh no, here we go again, groans the internet as AWS runs into IT problems. Briefly this time

[6]FoI response points to network updates for ambulance outage on England's south coast

[7]ZOE COVID Study app starts the week with a lockdown of its own

Far be it from us to wonder how Nationwide was caught out by this sudden increase in demand. If only things were a bit more scalable. The building society shifted its member website (completely unconnected to the current issue, we might add) to Azure last year, with the Windows giant [8]trumpeting that "Microsoft's cloud can better cope with spikes in member demand."

Sadly, Microsoft's cloudy magic dust does not appear to have been sprinkled over the payment processing system as Nationwide applied the brakes.

[9]

"To put this in context," the spokesperson went on, "more than 10 million payments were processed overnight. This has been done to ensure we can manage and process those payments, which were taking much longer than normal due to the numbers received.

"We hope to get our systems back to normal as soon as possible and apologise for any inconvenience caused as a result of these delays. Members do not need to resend any payments as they will be processed as soon as possible. All other services are working normally. Members can continue to use their cards to pay for goods and services, access the Internet Bank and Banking App and withdraw cash from ATMs." ®

[10]

*Tottering Infrastructure Totally Stuffs Up Payments

Get our [11]Tech Resources



[1] https://twitter.com/rebecca39499867/status/1478304364225835010

[2] https://www.nationwide.co.uk/ways-to-bank/service-status/

[3] https://pubads.g.doubleclick.net/gampad/jump?co=1&iu=/6978/reg_onprem/networks&sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&tile=2&c=2YdR9RGNB51BLw9nIW2Y4kwAAAFI&t=ct%3Dns%26unitnum%3D2%26raptor%3Dcondor%26pos%3Dtop%26test%3D0

[4] https://www.theregister.com/2021/12/22/aws_outage/

[5] https://www.theregister.com/2021/12/15/aws_down/

[6] https://www.theregister.com/2021/12/14/foi_reveals_network_updates_in/

[7] https://www.theregister.com/2021/12/13/zoe_covid/

[8] https://news.microsoft.com/en-gb/2021/12/15/nationwide-modernises-website-by-moving-to-microsoft-azure/

[9] https://pubads.g.doubleclick.net/gampad/jump?co=1&iu=/6978/reg_onprem/networks&sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&tile=4&c=44YdR9RGNB51BLw9nIW2Y4kwAAAFI&t=ct%3Dns%26unitnum%3D4%26raptor%3Dfalcon%26pos%3Dmid%26test%3D0

[10] https://pubads.g.doubleclick.net/gampad/jump?co=1&iu=/6978/reg_onprem/networks&sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&tile=4&c=44YdR9RGNB51BLw9nIW2Y4kwAAAFI&t=ct%3Dns%26unitnum%3D4%26raptor%3Dfalcon%26pos%3Dmid%26test%3D0

[11] https://whitepapers.theregister.com/



katrinab

Any reason why payment volumes today would be any higher than a normal first working day of the month?

TeeCee

Bank Holidays, year end, xmas, new year, yadda yadda.

Everywhere I've been, any finance or banking systems go hell for leather at this time. If you are a multinational or have an overseas reporting obligation, the problem is compounded by the fact you have to do your annual financials for everywhere on the planet apart from the UK[1].

[1] Note for shifty foreign types: Our government likes to collectively put its feet up and get blind drunk over the holiday period. To facilitate this they have cunningly scheduled the financial and tax year to begin and end in April, after the hangover wears off.

cunningly scheduled the financial and tax year

Dr Paul Taylor

Just as the width of our railway lines (and probably everyone else's) is derived from that of Roman carts (go to Pompeii to see the original ruts), so our tax year starts with the old Roman year on 26 March (Julian calendar). To make sure no-one lost out on rent, interest, etc, this became 6 April when adopted the Gregorean calendar, about 170 years after the southern half of Europe.

druck

The start of the calendar and fiscal year always used to be on the 25th March, which became 5th of April under the Gregorian calendar, and we then adopted this new fangled idea of starting the calendar year on the 1st of January, but the fiscal year has stayed on the 5th of April.

druck

A lot of bills normally go out from my account on the 1st, 2nd or 3rd of the month, as all those were a weekend or bank holiday, they've all hit my bank account today, and I've become considerably less well off very quickly.

where do these PR life-forms come from?

Anonymous Coward

According to an oxygen thief at Nationwide "incoming and outgoing payments are delayed at the moment," but "everything else is working normally.". Apart from processing incoming and outgoing payments, what other purpose does a bank account have?

Re: where do these PR life-forms come from?

katrinab

Transferring money from customer accounts to their own account for charges and interest.

That is the main purpose of a bank.

Re: where do these PR life-forms come from?

R Soul

I would have thought those charges and interest were outgoing payments. They certainly are on my bank account.

What are the chances those payments to Nationwide got delayed?

Third time in two weeks

Anonymous Coward

Not sure why the story misses a larger point, this is not an isolated issue due to high volumes they had two failures in December as well.

21st December - Payments in/out failed for the whole day, finally started working late in evening with delays. Was still slow on 22nd.

31st December - Payments in/out failed again for most of the day.

Now 4th January - Payments in failed.

These issues are causing a lot of pain for people who need the money coming into their account to be there on the day it is supposed to be and to be able to pay bills. Nationwide have left people with no money for gas/electricity/food as they don't have spare money to allow for pay/benefits to be late.

In my case I needed to pay a small family company for some work they had completed, thankfully I managed to sort that out from another bank account, otherwise I'd have left that company without the money to pay their suppliers/staff before Christmas.

At the current time Nationwide seem to have a broken system and be struggling to meet their requirements as a bank.

Re: Third time in two weeks

simonlb

I was aware of the issues on the 21st December and into the 22nd, but not the other ones. Very unusual for Nationwide.

And they are a building society, not a bank, so their requirements are different.

Re: Third time in two weeks

Anonymous Coward

I nearly put they are a Building Society but offer banking services and for domestic services are a "clearing bank" in their own right. They use HSBC for some International stuff such as Swift.

Nationwide are also the only Building Society who are members of Faster Payments Service, all others are banks.

Re: Third time in two weeks

katrinab

They are "bank" in the sense that they offer banking services in addition to the savings and mortgage services that other building societies offer. I don't think there are any other building societies that do that. Yes they are legally registered as a Building Society because they have members rather than shareholders.

3rd Incident

Steve Foster

Note that this is the 3rd time in quick succession (1st just before Xmas, 2nd last week) that Nationwide has had processing delays with "faster" [sic] payments.

EDIT: AC just beat me to it...

Re: 3rd Incident

Anonymous Coward

Not surprised. Did a contract there not long ago. Very cavalier approach to security. Possibly cos the network team seem to be running security there. Saw things that would have got people fired at a proper bank. After what we saw all my team closed their Nationwide accounts.

After what we saw all my team closed their Nationwide accounts

Mishak

Anyone try to report anything to the regulator?

Starling Bank is good

Fonant

As above. FWIW.

mark l 2

I still don't understand why banks computers have to stop processing transactions on bank holidays. It seems outdated in the modern world of online commerce that we are following rules written in the 19th century when banks were staffed by humans doing all the transactions. Its not like they have to pay it overtime rates to a server working on its day off.

Opening hours

Mishak

I don't get bank's opening hours either.

My local Natwest is now closed on Saturday, the only day they were previously open when anyone who worked could get in to talk to a person. Not that it really matters, as they no longer have anyone in the branches who knows about "products" or that is able to make any decisions. Very much a case of customers being an inconvenience...

Still, not as bad as the local HSBC. I was helping a voluntary body look at banking options, and they said someone would have to drive 45 minutes to another branch if there was interested in opening an account. Went with an account with Starling in the end - the application took a matter of minutes online, didn't require any company or directors details to be entered, and the account was active within a few days.

Ian Johnston

Elsewhere on Reg is a hagiographic article telling geeks that they now rule the planet. Meanwhile, Nationwide isn't making payments and Santander made them twice. This is not a good sign for our chicken-head biting overlords.

Failsafe on a new system?

Charlie Clark

Only looking at this from a very long way away but it does look like some kind of failsafe kicked in on a system that has a built-in throttle. You see similar things in exchanges nowadays as a way to handle potentially problematic transactions: sometimes it's better to bring things to halt than let run uncontrolled, especially if they could be the target of some kind of attack.

Moving money between banks, while now very fast, is not friction-free as it's a classic two-stage transaction.

Cause

Anonymous Coward

Would anyone like to speculate on the cause? My guess is that on previous days they tipped into record high volumes, causing some kind of intermittent error/race condition. They then paused processing pending investigation on earlier outage days. Then started throttling the queue (as a fix) which has causing the delays today and just before Xmas?

"If a camel flies, no one laughs if it doesn't get very far."
-- Paul White