DBS users continue to experience issues with its website, mobile app for Day 3, Tech News News & Top Stories


SINGAPORE – Some customers still couldn’t complete transactions on DBS’s website and mobile app for day three on Thursday morning (November 25), even though the bank said services were back to normal late yesterday evening.

In a Facebook post at 10:35 p.m. on Wednesday, DBS said, “Please note that our digital banking services are returning to normal. We are monitoring the situation closely to ensure that all services are running smoothly. Thank you for your patience.”

Customers said they could log into its digibank online platforms on Thursday morning, but many still couldn’t complete transactions or view old ones.

“I can log in now. But I can’t see my credit card transactions. Every click-to-card transaction is quickly refreshed to the main dashboard summary page,” Facebook user Jack said. Tan in a comment at around 7:40 a.m. on the DBS post.

Another Facebook user, Ms. Allison Teo, commented at around 8 a.m.: “Able to connect, but hangs up and can’t click any icon.”

The bank responded to several customers, urging them to restart their devices and reconnect.

Reacting to the bank’s worst outage in more than a decade, the Monetary Authority of Singapore (MAS) said on Wednesday evening it would consider taking “supervisory action”.

“This is a serious disruption and MAS expects DBS to conduct a thorough investigation to identify the root causes and implement the necessary corrective actions,” said Mr. Marcus Lim, deputy managing director of the bank. and MAS insurance.

“MAS will consider appropriate supervisory measures as a result of the investigation. MAS expects all financial institutions to have systems and processes in place to ensure the constant availability of financial services to their clients,” a- he added.

Under central bank regulations, financial institutions must ensure that total unplanned downtime of critical systems affecting customer services does not exceed four hours in a 12-month period.

The bank’s app was still inaccessible at 5 p.m. on November 24 (left). At 10:35 p.m., DBS said its digital banking services were “back to normal.” ST PHOTOS: BENJAMIN SEETOR

Banks must also notify MAS of any incident affecting critical systems within one hour.

In a video post to Facebook on Wednesday, DBS Country Director for Singapore, Shee Tse Koon, apologized to affected customers for causing them inconvenience and blamed faulty access control servers for the outage. He did not elaborate on the details of the server failure.

Access control servers are part of a bank’s security system. They handle both login and payment verification using means like biometrics, authentication tokens, and one-time passwords.

The disruption, which was first reported on Tuesday around 10 a.m., is the worst DBS has seen since 2010, when a major systems failure cut off all of the bank’s personal and business banking services. Customers were unable to withdraw money from vending machines or make payments at points of sale for approximately seven hours.

DBS shares fell 0.65% to $ 32.17 at 9.40 a.m. on Thursday.

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