Hundreds of customers using NatWest have reported that their money has gone missing from their accounts in recent days—especially after moving funds into the bank’s new savings features called “Pots.”

NatWest says the problem happened when some customers tried to transfer their money into their new savings Pots over the weekend and in the early part of this week.

The bank blamed the issue on a technical glitch linked to the app. In a statement, NatWest apologised to customers affected, explaining that delays occurred with money transfers between Pots.

The bank also said that no customers are out of pocket, though some users say they were left confused about where their funds went.

Pots were introduced earlier this year and allow customers to separate their money for savings, bills, or specific goals—separate from their main current account.

One NatWest customer said he was left overdrawn by thousands of pounds after his money disappeared. He said he transferred £3,500 back from a Pot into his account to pay for an Airbnb, but the money did not reflect in his balance.

He added that when he contacted NatWest, the bank told him the issue involved Pots but could not clearly explain where his money was or when it would return. According to him, the transaction had been shown as posted, yet the funds were not where they should be—leaving him £3,500 overdrawn.

NatWest later confirmed that the issue affected fewer than 500 customers, and said those impacted would have their balances updated again by Tuesday afternoon. A spokesperson said:

“Some customers have experienced a delay when withdrawing or topping-up their Pots through our mobile app and online banking. We’ve resolved this and are applying these transactions to customers’ accounts, so they will see their balances update shortly. We’re sorry for any inconvenience caused.”