NAB promises ‘thorough review’ after string of outages

NAB’s chief customer officer, consumer banking and wealth, Andrew Hagger, says the bank will conduct a “thorough review” to “identify and prevent future disruptions” in the wake of a series of system outages that affected a range of its services.

“While our services are now back online, I want to thank you for your patience and sincerely apologise for the trouble we've caused to so many of our customers,” Hagger said in a message to customers.

"We invest significantly in our technology every year and we're constantly updating our systems to improve services and reliability for customers,” the NAB executive said. “Unfortunately sometimes things go wrong and I am deeply disappointed in what has happened these past few days.”

Yesterday the bank suffered problems with its Internet banking platform and the processing of customer payments. A day earlier the bank apologised to customers after problems prevented NAB card holders from withdrawing money from ATMs and making EFTPOS transactions.

Some NAB merchant terminals and HICAPS were also hit by the problem.

A week ago a major outage hit a range of NAB services including customer call centres, Mobile Internet Banking and the processing of some payments.

The most recent outage was largely remedied by 1.50pm yesterday, though the bank warned customers that there may be a delay in customers receiving some payments.

“Thank you to our customers for your patience, we understand that this has been inconvenient,” a spokesperson for the bank said. “Our teams are working hard to monitor our services and ensure the stability of systems for our customers.”

“We are committed to improving the performance of our technology and investing in our systems,” the spokesperson said.

“We are committed to improving the performance of our technology and investing in our systems.

“While the number of issues that impact our customers has declined in recent years, any outage is one too many and every day we focus on finding ways to improve how we serve our customers.”

Copyright © 2016 IDG Communications, Inc.

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