DBS’ services are back to normal, but the bank’s customers are still foaming at the mouth.
Scroll through the comments section of any of the bank’s recent Facebook posts and you’ll see evidence of this outrage.
The reaction isn’t exactly surprising, given that this is the bank’s worst outage since 2010.
Nearly two days after reports of an outage began pouring in at 10am on Tuesday (23 Nov), DBS claimed that it had resolved the issue, but netizens said they were still experiencing some issues.
Yesterday (25 Nov), the bank came out with a more definitive statement on the issue.
DBS Claimed on 25 Nov, 9pm, That Everything is Back to Pre-Disruption Levels
Yesterday, at around 9pm, DBS posted an update on its Facebook account:
“Since this morning, customer logins and transaction activities returned to regular “business as usual”/ pre-disruption levels,” it said.
It advised customers who are still experiencing difficulty logging in or making transactions to restart their devices, as this has resolved those issues in some instances.
Customers using Internet Banking are also advised to clear their browser cache before logging in again.
DBS also apologised once again for the long disruption.
“Although our digital banking services have returned to normal, the inability to access an essential service over such an extended period of time is unacceptable,” it said.
“We will continue to monitor and review the events of this week and are taking steps to prevent future recurrences.
“Once again, we recognise the gravity of the disruption. We apologise for the inconvenience and anxiety caused.”
Outage Caused by Issue with Access Control Server
Earlier, DBS country manager for Singapore Shee Tse Koon explained that faulty access control servers were to blame for the outage.
An access control server is part of the bank’s security system, and handles the selective restriction of access to a place or resource.
It’s used to authenticate users based on their username and password, and handles payment verification as well. This is why DBS customers had issues not just with logging in, but also with making payments via the bank’s mobile and internet banking services.
What many customers seemed irked by wasn’t the service disruption itself, but the way the bank initially described it, referring to it as “intermittent slowness”.
“At least have some integrity and admit that it’s an outage, there is no intermittent slowness,” one commenter said.
“It has nothing to do with intermittent slowness. Be honest with your statement and your updates should have been more timely,” said another.
On its website, the bank assured customers that their deposits and money haven’t been affected by the outage, and that they are safe and secure.
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