Tuesday, July 23, 2024
HomesingaporeDBS and Citi digital banking services down; all ATMs working again

DBS and Citi digital banking services down; all ATMs working again

SINGAPORE: DBS and Citibank online banking and payment services were down for hours on Saturday (Oct 14), while DBS ATM services were disrupted at several locations.

DBS bank said the service disruption was caused by an issue at a data centre which is also used by various other organisations.

“We are doing our utmost to swing over to our backup data centre, and expect to progressively restore services from 7pm today,” DBS said in a Facebook post at about 6.10pm.

In an update at 10.10pm, the bank said all ATMs are up and running. Some digital services, including digital banking and PayLah! remain unavailable.

In response to CNA’s queries, DBS’ data centre provider Equinix said it is aware of a “technical issue” at one of its data centres that impacted some customers’ operations.

“The technical issue has since been resolved and we are in contact with those impacted customers and expressed our sincere apologies,” the company said, adding that it is conducting an investigation into the incident.

Citibank told CNA that it experienced a “temporary outage” in its banking services and has started progressively restoring services. 

“We apologise to our customers for any inconvenience caused,” it added. 

DBS and Citibank informed the Monetary Authority of Singapore (MAS) on Saturday afternoon that their customers were experiencing difficulties accessing banking or payment services.

“Preliminary investigations indicate that the service disruptions were caused by an issue at a common data centre that is used by the banks,” said the authority on Saturday night.

“MAS has been following up closely with the banks, as they work towards a full resumption of their services, and provide timely communications and support to affected customers.”

Downdetector also showed spikes in reports for WhatsApp, Facebook and Instagram, among others.

Some people on social media said they face problems using Meta’s social media platforms. Users in Sri Lanka, Cambodia, Indonesia, India and the United Arab Emirates posted on X to say they could not get on WhatsApp.

CNA has contacted Meta for more information.

While other service providers were reported on Downdetector, CNA understands that services for telcos were not disrupted.

UOB said that all of its digital services and ATMs are working as normal.

OCBC told CNA that it was not experiencing any outage. It posted on Facebook on Saturday evening to say that due to service disruptions to DBS, some OCBC customers might not be able to complete their transactions. 

These include the transfer of funds via PayNow to DBS accounts, or any credit card being used on a DBS payment terminal.

This is the not first time that DBS has faced disruptions to their online banking and payment services.

After two disruptions in the space of about two months earlier this year, the Monetary Authority of Singapore (MAS) in May imposed on DBS an additional capital requirement

In May, DBS CEO Piyush Gupta apologised for the disruptions and said that a special board committee review would be completed “as a matter of utmost priority”.

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