Standard Bank has introduced a service status portal on its Web site, to keep customers up to date on the status of its banking services and offerings.
The free opt-in-based service is designed to keep customers informed about the status of digital banking services following several technical glitches in the past few weeks.
On Friday, the bank experienced a glitch that disrupted services to customers trying to use its mobile banking app, Internet banking, ATMs and one-time passwords to process payments and make purchases at month-end.
The technical glitch comes after another problem in March, which caused duplicate transactions to go off customers’ bank accounts.
At the time, scores of Standard Bank clients took to social networking site Twitter, to air their grievances and call out the bank after amounts ranging from R100 to more than R1 000 were deducted twice from their bank accounts.
“We developed this page in the interest of transparency and customer service,” says Standard Bank SA CEO Lungisa Fuzile.
“We always endeavour to ensure our systems are up and running at all times, but technology is fallible. With this tool, we are able to keep our customers informed while our teams work to fix any issues that might occur. Importantly, information is displayed in real-time as it relates to problems or recovery status.”
The service status page, notes the bank, is in line with international best practice, and customers can choose to receive system status updates via SMS or e-mail.
The Web page entails a list of drop-down menus under mobile banking and online banking, which allow customers to view the status of each banking feature and service.
“We acknowledge that the disruption of our services this past weekend impacted our customers adversely. While our teams worked tirelessly to solve the problem, our clients expect our services to be available and accessible 24/7. Despite any momentary setbacks we encounter, we will do whatever it takes to deliver on this promise. We sincerely apologise for the inconvenience this has caused,” Fuzile adds.
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