The fallout from Clarien Bank’s switch to a new e-banking system this month is being remedied, the company has pledged, after irate customers complained on Friday of being unable to access funds.

Clients queuing up outside Point House on Front Street in Hamilton, many of them seniors, voiced frustration after they said deposits from the Bermuda Government failed to materialise.

One senior, who said he had been waiting for two hours, said the banking systems had gone “haywire”.

He added: “The machines are not showing the balance. I don’t know why someone can’t just come out and tell us something, like what time we should come back for it.

“We’re all in limbo right now with this new system.”

Another said: “It seems all transactions from Government have gone out, but people here can’t get their money. They say they have this new system, but right now people can’t get their pensions or their disability money. There’s nothing in the account.”

Clarien said it had conducted “rigorous testing of the systems and the client interfaces” ahead of its switchover to updated banking channels during the Remembrance Day weekend.

However, some customers ran into problems with their online and mobile banking re-enrolment.

The bank added: “Furthermore, we are also aware of delays in some payments that have occurred during the week.”

Clarien said it had contacted clients in advance for updated contact details before switching over.

“These efforts were first and foremost to ensure the protection of our clients through this process and also to attempt to make it as seamless as possible.

“In addition, the bank hired additional staff, conducted comprehensive training and extended its service centre hours in an effort to manage the change.

“Despite the above, we recognise that our banking conversion has created an inconvenience to some of our valued clients.”

As of Friday, payments were being put through, but “sometimes with manual intervention, and therefore creating some delays to the automated processing that would otherwise occur”.

The bank said there had been a roughly three-hour lag in processing pension payments, with delays in some of clients’ payroll files, adding: “We understand the potential impact of these delays and would have obviously wished to avoid them.”

Clarien said it was “working tirelessly” to restore its customary efficiency.

Ian Truran, the bank’s chief executive, said: “I am completely aware of the challenges that some of our clients have experienced. At the core of Clarien Bank's mission are innovation and progress.

“We entered this transition with significant preparation but also the awareness that challenges could arise.”

He added: “I assure you that our team is focused on resolving all outstanding issues as quickly as possible. We appreciate your trust and patience while we seek to improve your banking experience. We value your business.”

• Clients with questions or needing help were advised to contact their relationship manager or the client service centre at 296-6969. Updates can also be found at www.clarienbank.com