Some DBS users are still having problems with the website, application; companies claim their services are undisturbed, Tech News News & Top Stories

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SINGAPORE – Problems with DBS’s website and mobile app that prevented customers from accessing banking services for three days have not had a significant impact on businesses here.

Several companies the Straits Times spoke to said there had been minimal disruption in their services.

A spokesperson for Great Eastern (GE) said: “We have not seen any impact on existing Giro agreements, payment processing or insurance payments to policyholders through direct credit or PayNow to their linked bank accounts. . “

The spokesperson added that GE will advise customers on alternative payment methods and extend grace periods for premium payments if necessary.

“So far, we have only received one request from a customer on this, and we are helping accordingly,” the spokesperson added.

Ms. Lee Tsui Lin, operations manager of Prudential Singapore, said the insurer offers clients several options for paying premiums.

“If a payment service is not available, they can use other options.

“We also have a grace period for premium payments to ensure that customers have enough time to make their payments in such scenarios,” she added.

Mr Roy Kee, managing director of cleaning products maker JRW International, said the disruption was not keenly felt as the company still uses checks for some payments, as well as banks with other lenders besides DBS. .

“As a new convert to e-banking, it will shake my confidence a bit. The bank could also have better communicated with customers by texting us about the disruption,” he added.

DBS experienced disruption to its website and mobile application services from Tuesday morning.

In a Facebook post at 10:35 p.m. on Wednesday, the bank said services were returning to normal and added that it was closely monitoring the situation to make sure they were running smoothly.

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

The bank urged customers to restart their devices and reconnect.

After restarting her phone, Ms Allison Teo said she could log into the DBS digibank app around noon Thursday to transfer money to a friend through PayNow.

“It was just a small amount because she had helped buy a gift for a friend who had been released from the hospital. It wasn’t really urgent but I don’t like to delay payment,” Ms. Teo said, 42 years old, program manager. .

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.

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

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.

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 slipped 0.83% to $ 32.11 on Thursday.


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