‘We recognise this took too long to resolve’: Westpac apologises after outage

Westpac has apologised after a routine upgrade caused its online and mobile banking systems to go down for hours overnight.

Customers started reporting that online and digital banking accounts weren’t working at around 8.30pm last night, with the outage first acknowledged by Westpac at 9.20pm last night.

DownDetector, a website where users register such complaints, saw reports spike at over 10,000 complaints at one point.

Westpac apologised to its 13 million customers early this morning, writing: “Our mobile and online banking services are now restored and running as usual.

“We want to apologise to all our customers who were impacted by the issue overnight. We recognise this took too long to resolve and we thank customers for their patience.”

The timing of the bank’s outage means customers were largely spared the chaos that the recent Optus outage caused.

Westpac Chief Information Officer, Scott Collary, issued a longer statement this morning:

“Westpac’s mobile and online banking services were restored shortly before 5am this morning,” Collary wrote.

“We recognise this caused disruption for our customers and apologise for the experience. We know how important it is to have 24/7 access to online banking.

“The issue was caused by a routine technology update at around 9pm on Monday which meant customers were unable to view or access their Westpac accounts online. Our technicians identified the problem and worked through the night to fix it. Payments via cards and digital wallets, scheduled payments and ATMs were not affected by the issue.

“If customers have specific concerns as a result of this issue we encourage them to contact us for assistance.


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