More than 1,000 customers called the OCBSs contact centre for help during the Sept 1 outage, while others went on social media to gripe about the glitch.
SINGAPORE — A software failure disrupted OCBC’s banking services last Saturday night, causing an outage that lasted about three to four hours.
In a media statement issued on the Sept 1 incident, OCBC said on Tuesday (Sept 4) that a signal on the software failure was not picked up “due to a human oversight” and the problem affected the bank’s ATM network, online banking channels and card services, as well as electronic payment system Nets.
The disruption occurred intermittently from 8.45pm and worsened at 8.53pm when all banking channels went down, it added.
On its social media channels last Saturday night, OCBC apologised to customers who had trouble using their ATMs, making credit card transactions at restaurants or supermarkets, or doing online or mobile banking, for instance.
Its group chief executive officer Samuel Tsien also took to Facebook to apologise shortly after services resumed.
More than 1,000 customers called the bank’s contact centre for help during the outage, while others went on social media to gripe about the glitch.
Investigations later found that a software failure in the backup unit for the core banking system resulted in customer transaction data not being transferred successfully. This caused the storage in the core banking system to reach its maximum capacity and to stop accepting new transaction data, the bank said.