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POSB, DBS banks resurrect services – for some

Coconuts logo Coconuts 25/11/2021 Coconuts Singapore
A screenshot of DBS Bank’s website from a user this morning. Image: Victor Foo/Facebook A screenshot of DBS Bank’s website from a user this morning. Image: Victor Foo/Facebook

After mass hysteria erupted over two banking systems going down over two days, the banks in question say services have been fully restored. Not so fast, say some customers.

It’s been two days since POSB and DBS bank customers lost access to their digital banking and this morning it seemed like services had resumed for most – but not all. Both banks said they were keeping watch for further disruption.

“Please be informed that our digital banking services are returning to normal. We are monitoring the situation closely to ensure all services run smoothly. Thank you for your patience,” DBS Bank said in its latest update last night.

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But several bank customers this morning said the systems were “still down,” with some posting screenshots of site messages that services were “currently unavailable.”

“Your website log in service is down again just now with error screen and moments later become ok again, very erratic and unstable platform. Pls rectify this intermittent behavior asap. It’s already a record-breaking 3rd day,” Christopher Goh wrote.

Customers were sent into a frenzy since Tuesday morning by login issues, with a range of complaints including being unable to make payments. Both banks have apologized for what they chalked up to “intermittent slowness,” but said the issues had been fixed Wednesday morning – only to recur soon after. 

DBS’ country head even stepped in to address the situation yesterday with a recorded statement. Shee Tse Koon said they had identified issues with their access control servers and had been “working round the clock” to get systems back up and running. 

He also assured customers that their “deposits and monies are safe” and announced that they had extended hours at branches by two hours.

“I know that many of you have been facing difficulties in accessing our digital banking services. I realize this is a cause for concern and frustration and am very sorry for the inconvenience and anxiety caused,” Shee Tse Koon said.

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The Monetary Authority of Singapore said it would consider “appropriate supervisory actions” against DBS Bank following the “serious” disruption. It added that it was working closely with the bank to get systems restored.

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