Bendigo Bank faced an hours-long outage on Tuesday, leaving customers unable to access phone app and e-banking services. The outage occurred just one day before Christmas, disrupting last-minute shopping and holiday preparations.
The bank confirmed the issue after 9 am and assured customers that cards, ATMs, branch services, and incoming payments were unaffected.
Services Restored After Three Hours
Bendigo Bank resolved the outage by 12.30 pm on Tuesday, restoring access to its app and e-banking platforms.
“We apologise for any inconvenience and thank our customers for their patience,” the bank said in a statement.
This was a critical period for customers, with many relying on banking services for holiday purchases and travel arrangements.
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Customer Frustrations Erupt on Social Media
Bendigo Bank customers expressed frustration over the timing and frequency of these outages.
“This is happening more and more with the Bendigo Bank app,” one user wrote on Facebook. “I’ve banked with Bendigo for around 30 years and I’m seriously considering changing banks because I’ve been caught without app access so many times now.”
Another customer shared their struggle: “I am in a country town where they don’t have a [branch] so I am stuck.”
Many users complained about the outage’s impact on their holiday plans.
“This is an absolute disgrace to have happen and take this long on Christmas Eve,” one customer posted.
“I am literally going to cry, this has ruined our Christmas Eve tradition,” another commented.
Outages Cause Widespread Inconvenience
Reports on Down Detector peaked at over 1,050 users, with complaints about the Bendigo Bank outage disrupting crucial transactions.
Some customers experienced significant issues, such as being unable to pay for fuel or complete essential purchases.
“Oi Bendigo maybe you should get your s*** together on CHRISTMAS EVE, what a joke,” one person wrote.
Others called for compensation from Bendigo Bank, highlighting the financial harm caused.
“By your own words, you are a community bank. You just cost a lot of community their Christmas. Compensate,” a social media user demanded.
Business Owners Face Major Challenges
The Bendigo Bank outage also impacted small businesses that rely on e-banking services for daily operations.
One business owner reported being unable to log in and expressed anger over being prompted to create a new account.
“I am so over your f***ing s*** app. I have a business to run,” they wrote.
Bendigo Bank’s Statement
Bendigo Bank acknowledged the outage and thanked customers for their understanding during the busy holiday season.
“We appreciate your patience while we work to restore service and understand this is a busy time of year for all,” the bank said in a statement.
ANZ Bank Faces Similar Issues
On the same day, ANZ Bank also reported internet banking issues in New Zealand. The big four bank stated it was working to resolve the problem.
While ANZ’s issues were unrelated to the Bendigo Bank outage, the dual disruptions highlighted the importance of reliable banking services during peak periods.
Growing Customer Concerns
Many Bendigo Bank customers voiced concerns about recurring technical issues with the app and e-banking platforms.
“This happens way too often,” one user said.
Another commented on the challenges of living in rural areas: “If I don’t do the [trek] to town soon there won’t be a Christmas lunch in this house.”
Calls for Improvement
Customers urged Bendigo Bank to address the frequent outages and improve its digital banking infrastructure.
“This is happening more and more with the Bendigo Bank app,” one person said. “I’ve been caught without app access so many times now.”
Some even considered switching banks due to the ongoing disruptions.
Lessons for Banks
The Bendigo Bank outage underlines the need for robust digital banking systems, particularly during busy periods like Christmas. Reliable services are critical for maintaining customer trust and ensuring smooth operations.
The Road Ahead for Bendigo Bank
Bendigo Bank must prioritise enhancing its digital infrastructure to prevent future outages and retain its customer base. Proactive communication and swift action during technical issues are crucial to maintaining customer satisfaction.
Conclusion
The Bendigo Bank outage highlighted the challenges of relying on digital platforms during peak times. While the bank restored services within three hours, the disruption left many customers frustrated. Addressing these concerns and improving system reliability will be essential for Bendigo Bank to rebuild trust and confidence.