Butterfield Bank’s upgrade to banking systems over the long weekend left some customers nonplussed, and some locked out of their accounts.

The bank felt the changes were generally successfully completed, but there were a surprising number of people still unhappy and dissatisfied by the end of business Monday.

And they were unable to get through to the call centre.

Said computer network specialist Mark Roberts: “It worked earlier and seemed to go smoothly. I was able to log in and change my password and view my account. But I’m waiting for a transfer and I have not been able to get back in.

“This has been all afternoon. It’s now quarter to five. I just tried to log in again with the new app on my computer and on my handheld, and no joy, yet.

“I’m not the only one. My friend is having difficulty getting in as well.”

Mr Roberts tried to get through to the bank’s help desk, but it appears the lines were busy.

“Yeah, I just couldn’t get through. You can only wait on hold for so long.”

Another problem reported by other complainants was card duplication charges.

The Royal Gazette has been told by one of those who reported the problem that the charges were eventually reversed.

A bank spokeswoman noted earlier in the day that the charges in error were not an enduring issue and would be resolved relatively quickly.

She said: “Butterfield has completed the planned upgrade to its banking systems. We have been made aware of some issues and are working to fix these as quickly as possible, including duplicate transactions and the viewing of some accounts online.

“Clients were sent an e-mail this morning [Monday] with information on how to log on and download the new app and are reminded that they will no longer be able to use the old app from today. Our call centre remains available to help clients if they have any questions or concerns.”

The notice indicates that customers are required to delete the old online app as it no longer is operative.

Once the new Butterfield Online Banking app is downloaded and installed, customers can log in using the same username and password credentials, before making changes online.