NAB vows to compensate customers following “incredibly rare” six-hour outage

UPDATE at 4:00 PM | THE National Australia Bank is back in business, confirming all of its banking services are now back online more than six hours after a “series of system failures” locked customers out of their accounts.

Thousands of people were left stranded at supermarket checkouts and services stations across the country on Saturday morning, unable to pay for their food and fuel after they couldn’t access their cash.

The nationwide glitch, first reported around 7.50am, knocked out NAB’s online, mobile, EFTPOS and ATM services for more than six hours.


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The bank says it was a “power issue” which “brought down the mainframe” in Melbourne and triggered “a series of system failures”.

By midday, the bank’s ATMs and EFTPOS machines were beginning to come back online but it took technicians a further two and a half hours until 2.30pm to fully restore services.

Speaking to reporters at 3pm, NAB Business executive general manager Cindy Batchelo sincerely apologised for the disruption and said the outage was “incredibly rare”.

“We had a series of failures that emanated from a power issue and it isolated our mainframe – it’s an incredibly rare event,” Ms Batchelor said.

“It took a number of hours for our technicians to be able to bring the systems back up [and] it has had an incredible impact on our customers.

“They were unable to use the services provided by NAB that they should be able to rely upon.

“They weren’t able to use EFTPOS terminals, internet banking or ATMs and for that we are incredibly sorry.

“Today we failed to actually deliver the service that we aspire to deliver to our customers. It’s not something that we are proud of.”

Ms Batchelor said the bank’s sole focus on Saturday morning was on restoring services and said the financial institution would now move to compensate customers who reported losses during the outage.

“We don’t know the extent of the impact [on our customers] as yet,” she said.

“It is our intention to work with each and everyone of them to make sure that they have no financial loss associated with the outage today.

“If there was a loss that was driven by the outage, then compensation will be provided to customers.

“We’ll work with each and every one of them to understand exactly what happened to that particular customer.”

UPDATE at 12:30 PM | NAB banking services are slowly coming back online, four hours after a national outage locked customers out of their accounts.

The glitch was first reported around 7.50am on Saturday and left thousands of customers stranded at supermarkets and servos across the country, unable to pay for their food and fuel.

The outage effectively locked customers out of their accounts, with all online, mobile, EFTPOS and ATM services affected.

Shortly after midday however, more than four hours later, NAB announced its ATMs and EFTPOS machines were beginning to come back online.

“It looks like our ATMs and EFTPOS services are coming back online,” the bank said in a post on Twitter.

“We’re still working on restoring our Internet & mobile banking.”

The bank has repeatedly apologised for the inconvenience in a series of posts on social media.

“Really sorry for interrupting your Saturday everyone.”

It is not yet known what triggered the outage.

FIRST at 11.50 AM | THOUSANDS of NAB customers have been left stranded at supermarket checkouts and service stations across the country, unable to pay for their groceries or fuel after a national outage locked them out of their accounts.

Scores of frustrated customers and businesses owners took to social media to complain about the outage on Saturday morning after they were unable to access their cash.

The bank has confirmed, through a series of posts on social media, that the outage is national and is affecting all of its online, mobile, EFTPOS and ATM services.

The financial institution has apologised for the inconvenience and says it is working to restore services as quickly as possible.

Sorry this has happened on a Saturday everyone.” – NAB

It remains unclear exactly when the issue will be fixed.

“Systems are still affected but for purchases only, NAB customers can use non-NAB operated EFTPOS machines, but are unable to withdraw cash,” the bank said in a post on Twitter at 11.30am.

“We’re sorry this has happened on a Saturday everyone…the team is working to fix it ASAP.”

The bank says it will continue to update its customers through its social media channels.

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