KUALA LUMPUR – Bank Negara Malaysia (BNM) has required two banks which experienced service outages recently to provide a full explanation of the root cause leading to the incidents.
The central bank said in a statement last night that both banks were also required to provide corrective and preventive measures undertaken to avoid a recurrence of similar issues.
BNM said it took a serious view of the recent banking service outages by two of our largest banking institutions, which had caused disruptions and inconvenience to customers.
“Both banks have since restored normal banking services.
“The banks have also been instructed to ensure appropriate communication with affected customers, including promptly attending to any complaints and inquiries resulting from the outage and providing timely updates on services that were affected,” it said.
BNM said it expected all banking institutions to maintain high availability of banking services at all times.
“BNM will not hesitate to take further supervisory actions where banks have fallen short of our regulatory and supervisory expectations,” it said.
At 4.14pm on Monday, CIMB Group Holdings Bhd said on its X account that its banks were experiencing intermittent service disruption on CIMB Clicks, CIMB Octo, FPX, MyDebit, credit and self service terminals.
At 7.10pm on the same day, the country’s third largest commercial bank by assets announced that all its services had been restored.
Meanwhile, Maybank announced on its X account yesterday that it experienced a disruption affecting its debit cards, online banking and ATM services on April 5 at around 9.20pm.
The largest bank by assets and market capitalisation in Malaysia said the impacted services were gradually normalised and fully recovered at 11.34pm the same day. – April 10, 2024