A man walks past DBS signage in Singapore, October 8, 2019. REUTERS / Feline Lim / File Photo

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  • Singapore’s largest bank facing online banking disruption
  • Bank suffers biggest failure in 11 years
  • Say the problem identified, work to fix the problem
  • Users complain about a long period of disruption

SINGAPORE, Nov. 24 (Reuters) – Southeast Asia’s largest bank, DBS Group Holdings Ltd (DBSM.SI), on Wednesday assured clients that their deposits and money were safe while its banking services online were disrupted for the second day in a row.

The disruption, including to its payment application, is the largest suffered by Singapore’s DBS since a major problem in 2010 prevented customers from withdrawing money from ATMs for hours. This led the bank to face surveillance action from the central bank.

The latest disruption angered customers just hours after the bank announced a fix after the first day of the outage.

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“Yesterday we identified an issue with our access control servers and that is why many of you were unable to log in,” said Shee Tse Koon, head of DBS in Singapore, in a post. video on Facebook.

He said that DBS and its third-party engineering vendors fixed the issue and services were restored just after midnight, but the issue recurred on Wednesday morning.

“I want to make sure your deposits and money are safe,” Shee said, adding that customers can use the bank’s branches and phone banking.

DBS operates in places such as Indonesia, India and Hong Kong, but its largest retail and wealth management market is in Singapore, where it is the market leader in retail banking.

The bank’s Facebook post drew more than 2,500 comments, with users saying they were unable to log into their digital bank accounts, while some demanded compensation.

“One component of the banking infrastructure can shut down the entire service for more than 24 hours or more,” said user Tan Kim Lam. “A little unacceptable in current expectations and standards.”

Another said it was time to move on to other banks.

“The downtime is too long. Disappointed. It’s time to change banks. I expect DBS to do better than that,” said user Samson Joseph.

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Reporting by Anshuman Daga and Aradhana Aravindan; Additional reports from Chen Lin; Editing by Christopher Cushing and Mark Potter

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