SINGAPORE (Reuters) – DBS Group Holdings Ltd, Southeast Asia’s biggest bank, assured customers on Wednesday that their deposits and money were safe as its online banking services were halted for the second day consecutive.
The disruption, including to its payments app, is the biggest for Singapore’s DBS since a major glitch in 2010 prevented customers from withdrawing money from ATMs for hours. This led the bank to face supervisory action from the central bank.
The latest disruption has drawn ire from customers just hours after the bank announced a fix after the first day of outage.
“Yesterday we identified an issue with our access control servers and that is why many of you were unable to log in,” said Shee Tse Koon, country manager for DBS in Singapore, in a Facebook video message.
He said DBS and its third-party engineering vendors resolved the issue and services were restored just after midnight, but the problem reoccurred Wednesday morning.
“I want to make sure your deposits and your money are safe,” Shee said, adding that customers could use the bank’s branches and telephone banking services.
DBS operates in places such as Indonesia, India and Hong Kong, but its largest retail and wealth management market is in Singapore, where it is the market leader in retail banking.
The bank’s Facebook post drew more than 2,500 comments, with users saying they couldn’t log into their digital bank accounts, while some demanded compensation.
“A component of the banking infrastructure can interrupt the entire service for more than 24 hours and more,” said user Tan Kim Lam. “Slightly unacceptable by today’s expectations and standards.”
Another said it was time to move on to other banks.
“Downtime is too long. Disappointed. Time to switch banks. I expect DBS to do better than this,” said user Samson Joseph.