Australia – NAB To Compensate Customers For 5-Hour Outage

An outage that caused National Australia Bank ATM's, EFTPOS and online banking across the country to go down has the bank apologizing and vowing to compensate customers. The disruption lasted about five hours before banking services were restored. The major outage caused outrage from NAB customers across Australia.

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The bank blamed the outage on a power issue that led to a series of faults that hit the NAB's mainframe in Melbourne. The result was a major outage of its services across the country. NAB Business executive general manager Cindy Batchelor apologized in a statement saying, "It has had an incredible impact on our customers, and for that, we’re incredibly sorry."

The NAB told their customers they are invited to speak with the bank about any losses they accrued as a result of the outage so they can be compensated. Business owners and customers alike shared their frustration with the bank after losing sales during the outage because they could not process Eftpos payments. Even customers overseas complained about the outage when they were unable to do things like pay for taxi fares as a result of the outage.

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NAB executive Anthony Healy offered a video apology to the bank's customers on Facebook saying it was "not good enough". BNZ in New Zealand is owned by NAB and also experienced similar problems. The NAB and BNZ customers were also joined by Commonwealth Bank customers who also reported problems Saturday.

The Commonwealth Bank tweeted, "We’re aware of an issue with some merchant terminals that connect to the Optus network. We apologize for this and we’re working hard to restore as soon as possible."

<blockquote class="twitter-tweet" data-lang="en"><p lang="en" dir="ltr">We’re aware of an issue with some merchant terminals that connect to the Optus network. We apologise for this and we’re working hard to restore as soon as possible.</p>&mdash; CommBank (@CommBank) <a href="https://twitter.com/CommBank/status/1000213127890272258?ref_src=twsrc%5Etfw">May 26, 2018</a></blockquote>

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Source: https://www.theguardian.com/australia-news/2018/may/27/national-australia-bank-says-it-will-compensate-customers-for-five-hour-outage