OCBC users hit by log-in, payment issues; services restored by 2.30 pm

More than 1,000 outage reports are lodged on tracking site Downdetector from around 11 am

Customers of OCBC experienced difficulties making payments via the bank’s mobile app and Internet banking services on Friday (Jun 13) afternoon, but access was restored by 2.30 pm.

More than 1,000 outage reports were lodged on tracking site Downdetector from around 11 am, mostly citing mobile log-in and banking issues.

Comments posted in online forum HardwareZone and on the bank’s Facebook page indicated that some customers were having log-in issues on OCBC’s platforms.

Checks by The Business Times (BT) at 1.39 pm found that the app was unable to display account balances, and PayNow transfers could not be completed.

HardwareZone user niefeng80 wrote: “Logging in to their website or (through the) app also got problem since 11 am – and I thought was it (my) Wi-Fi that was slow.”

On Facebook, several users signalled their unhappiness that some PayNow transactions which failed were eventually processed. OCBC individually responded to its customers’ comments on the site.

Among those who posted feedback was Chewie Lee, who wrote: “So many failed attempts using PayNow, and now all the failed attempts went through. So how are you going to refund me if that’s the case?”

Edwin Wong wrote: “I had the same issue. Payment failed, checked my bank (and) it didn’t go through, so I paid cash 20 (minutes) ago.” The payment later went through, he added.

This was the second digital service disruption involving a local bank in two weeks. On Jun 2, DBS and POSB customers encountered difficulties accessing the bank’s mobile apps.

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