RBS profit overshadowed by NatWest downtime

I was wondering if this was a bit harsh on NatWest. Then I saw the list of Related Stories tagged below.

What's @Bodders444 complaining about? Across the pond, 30 minutes hold time is about average while trying to reach a service provider on the phone - when all's well. And when s**t hits the fan, as in the present case with NatWest, hold times as long two hours are not unheard of e.g. TARGET data breach. On a side note, this is another example of a customer using phone first to complain, then Twitter to rant. For the past several years, I've been following the reverse sequence and it works wonders - with most brands, I get my problem resolved within an hour on Twitter and have rarely had to pick up the phone. 

Customers Of The World Unite, You Have Nothing To Lose But The Call Center Hold Music

You'd have thought that they would have disabled the payments/transfer function of their website or at the very least put a message on their website warning of the issue. 

A bank disabling payment functionality? Especially when a system outage prevents money from being tranferred out of the bank?? No chance!!! #FloatIncome.