Kiwibank outage: customers express anger and frustration as online services are down again

Business

Kiwibank’s online services are down again. Photo / Supplied

Kiwibank apologized for leaving customers without access to online banking, but gave no explanation as to why its services were down again this morning.

In an update posted to social media at 12:25 p.m., the bank said its teams have been working hard to fix its online banking services and app that are now operational.

“My apologies for the inconvenience this morning.

The outage is the latest in a series of outages over the past month, amid a wave of cyber attacks on major New Zealand websites.

This has left some Kiwibank customers to say they were at the end of their rope with numerous threats to move banks.

A customer posted on the bank’s Facebook page that she “had no more patience for this.”

“Your service is no longer reliable and we are no longer there. You have definitely lost me as a customer as soon as I can, I am changing banks.”

Another woman said blackouts happen too often.

“Being able to access my own money should be easy and available! “

A customer asked if the bank would pay its late fees for not being able to make payments on time.

“Hey Kiwibank … are you going to pay my late fees and interest charged by other companies because I can’t get my bills for what appears to be the 4th time this month ???

“How can we trust you with our money when you can’t even run a simple online banking forum that all other banks seem to be able to do.”

Some just wanted an explanation of the cause of the ongoing issues.

“Can we have an explanation for these problems? It has been happening too often for too long now. “

In a Twitter post, Kiwibank said it knew some customers were having difficulty accessing its mobile app and online banking this morning.

“We are currently studying this issue. Thank you for your patience and we will keep you posted. “

But that patience wears off with customers, with one customer telling the bank to stop asking for patience.

“Stop it! Start telling us how you’re going to make up for it, some compensation for embarrassing us on your errands or being late with bills … and solve this problem for good! “

Kiwibank is not the only organization to have been affected by IT problems in the past month.

Earlier in September, cyber attacks took Kiwibank, ANZ, NZ Post, and MetService offline.

Cert NZ confirmed at the time that it was aware of a DDoS (Distributed Denial of Service) targeting a number of New Zealand organizations.

It is not clear at this point whether the latest issues that Kiwibank has experienced are again related to a DDoS attack.



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Veronica J. Snell

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