Metro Bank System Glitch Causes Customer Outrage Over Missing Funds

Metro Bank customers faced significant disruptions on October 7, 2023, as a major system glitch prevented many from accessing their accounts. Users reported issues ranging from unauthorized overdrafts to missing funds, leading to widespread frustration and panic. A surge of complaints flooded social media platforms as customers sought answers and criticized the bank’s response to the unfolding crisis.

Leah Lovena Cairnie, a Metro Bank customer, voiced her concerns in a Facebook post, stating, “Many of us have woken up today to negative balances and missing funds. I’ve seen someone post they’ve woken up to minus £7,000, and personally I’ve woken up to -£500.” Other customers echoed similar sentiments, with one user on X, @AlecMilly, reporting a loss of £400 due to duplicated payments. Another customer, @Jimlfc1992, described the situation as “completely unacceptable” and called for compensation.

The bank’s customer service faced sharp criticism as some users reported being unable to access funds necessary for daily needs. One user, @Kimmibasil, expressed frustration over their partner’s inability to access money while working long hours. The dissatisfaction extended to the bank’s communication about the situation.

Metro Bank’s service status page acknowledged the disruption, stating, “Our payment services are currently unavailable. We’re working to fix the problem as quickly as possible and apologise for any inconvenience.” According to the outage-tracking site Downdetector, the peak of problems occurred between 08:00 and 10:00 hours on Tuesday.

Later that day, Metro Bank confirmed on X that the issue had been resolved. “Customers can currently make payments as usual,” the post read. However, many users reported ongoing issues with their accounts, suggesting that resolution was not uniform across the customer base.

The recent glitch at Metro Bank highlights ongoing vulnerabilities within the banking sector. System failures at several major UK banks, including NatWest, Barclays, and Santander, have raised concerns about technological reliability. Earlier this year, NatWest customers experienced a lockout from their mobile banking app due to a faulty update, while thousands of Sainsbury’s Bank clients were unable to log in after their accounts migrated to NatWest’s servers.

This trend of technical failures in the banking industry has prompted scrutiny from regulators and lawmakers. According to data presented to the Treasury Committee, nine large financial institutions recorded over 800 hours of downtime due to 158 unscheduled technical problems between January 2023 and February 2025. These disruptions have affected millions of customers and prompted calls for improved digital resilience.

In response to earlier outages, banks like Barclays have issued compensation payments totaling between £5 million to £7.5 million to affected customers. The ongoing issues have led to increased pressure on financial institutions to enhance their technological infrastructure and ensure customers are safeguarded against future disruptions.

As customers continue to express their dissatisfaction with Metro Bank, the incident underscores a broader challenge within the banking sector. The demand for reliable digital services is more pressing than ever, with customers expecting access to their funds without interruption. The response from financial institutions and regulators in the wake of these incidents will be crucial in restoring trust and ensuring that such problems do not recur.