DBS Bank accuses ‘access control servers’ of two-day service disruption

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DBS Bank attributed the source of a service problem to “access control servers”, which it said prevented many customers from logging into their accounts. The Bank of Singapore was tasked by the local regulator to investigate the cause of the two-day problem.

The service disruption was first reported on Tuesday morning when several customers encountered difficulties logging in or accessing DBS’s online and mobile services. The bank initially provided few details on the cause of the problem, saying on its Twitter and Facebook profiles and website that it knew customers were experiencing “intermittent slowness when accessing [its] banking services”.

In an update released early Wednesday morning, DBS said the issue has been resolved and services have been restored. However, customers again reported difficulties accessing the bank’s online services, leading the bank to admit later in the day that the problem had reappeared.

He posted a video message on Wednesday afternoon from his Singaporean director Shee Tse Koon, who said the problem was “less serious” than the day before, while apologizing for “the anxiety caused”.

“We identified an issue with our access control servers and that is why many of you were unable to log in. We have since worked 24 hours a day, with our third-party engineering vendors, to fixed the problem and the services were restored at 2 am, ”Shee said. “Unfortunately this morning the same problem happened again.”

He added that the bank was aware that many of its customers still could not access its services and was working on a resolution.

“In the meantime, I want to make sure that your deposits and money are safe and that you can pursue your banking needs either through our branches or through telephone banking. To facilitate this, we have extended banking services to all of our two-hour branches, ”he said.

DBS then released an update at 10:35 p.m. saying that its digital services were “back to normal” and that it was monitoring the situation to make sure the services were functioning properly.

In a statement released on Wednesday, the Monetary Authority of Singapore (MAS) said it would consider appropriate action once DBS completes its assessment.

“This is a serious disruption and MAS expects DBS to conduct a thorough investigation to identify the root causes and implement the necessary corrective actions,” said Marcus Lim, MAS deputy managing director for the bank. and insurance.

The industry regulator said it had been informed by DBS of its access control servers and was following the bank on the issue.

Lim said all financial institutions must have “systems and processes” in place to ensure “constant availability” of their services to customers.

DBS, with its subsidiary POSB, has some 5 million customers in Singapore.

Earlier this month, DBS announced plans to invest SG $ 300 million ($ 220.22 million) next year to strengthen its digital and smart banking capabilities that support wealth management and banking products and services. bank detail. He said the efforts here will improve personalized user experiences across his digital and physical touchpoints.

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