Butterfield Bank customers have been experiencing further problems with the bank’s new online banking system, including transactions failing to appear in accounts and the absence of a payer’s ID when they make a payment so the payee doesn’t know who transferred the money to them.Other complaints include signatories on certain accounts being given access to those customers’ details.Last month The Royal Gazette reported on a business owner who claimed he couldn’t access his accounts to make transfers and no one at the call centre had been able to help him, while another woman said she was charged twice for a credit card payment on her account.Another businessman said he had been locked out of his accounts and could not pay his staff and one customer logged on to be confronted by an “outstanding” car loan balance of almost $14,000,00 which he claimed had been paid off more than five years ago.But the bank said it has identified most of the issues and has been working on addressing them.A spokesman for the bank said that as is industry standard, Butterfield Online, by default, provides a user with the ability to view and transact in all accounts on which they are a legal signatory and thus have account rights.In contrast, he said, the bank’s previous system, Butterfield Direct, allowed the user to identify only those accounts they wished to see and that the bank was able to make adjustments to corporate users’ profiles and delete account views at customers’ requests.“For personal banking customers, if they do not wish to have view/transact access to a particular account, they may visit any Butterfield banking centre to have their name removed as signatory on the account(s) in question,” he said.On the subject of absent payment references, the spokesman said that there had been a number of issues with bulk payment information files exchanged between some of the Island’s banks over the past three weeks.He said that the files were not carrying appropriate remitter information (used by the recipient to identify individuals/accounts to credit for payments) and the problems arose from the move by all of the banks to a new, industry-standard electronic data interchange file format“The timing of the introduction of the new file format was concurrent with our recent systems conversion,” he said. “Inbound files to Butterfield, and Butterfield’s outbound files that accompany payments to other banks have now been corrected.“Should customers require information or assistance to allocate payments, they should contact their respective relationship manager or call centre; they are in a position to assist.”The spokesman said that concurrent with the systems conversion, Butterfield had put in place a policy that funds associated with deposits at ATMs (cash, cheques, drafts, money orders) and in banking centres (cheques, drafts, money orders) would not be credited to customers’ accounts until they were verified.“As such, the length of time it takes for deposits to be credited to accounts will depend, among other factors, on the time of deposit at an ATM and/or the speed at which the bank on which funds are drawn can verify the availability of funds in the source account,” he said.“During the first two weeks following systems conversion, Butterfield did encounter some operational issues that resulted in a one-day delay in processing certain deposits. We regret the inconvenience to affected customers.”