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Bank’s clients were not able to get multiple banking channels because of technical issues
Emea Content Editor, Computer Weekly
Published: 18 May 2021 12: 18
Santander customers were not able to access banking solutions across various channels throughout Saturday 15 May as a result of technical issues.
For nearly the entire day, the bank’s UK customers were not able to use phone, online and mobile banking, as well as branches, cards and cash machines.
In a statement, the lender stated it was”very sorry for the inconvenience” causedby
In its most recent statement, it stated:”Our banking services continue to run as normal, following the technical issue we experienced on Saturday 15 May 2021.
“Our branches, call centers and chat support can be found as normal, but it could take longer to get through on the phone. We appreciate your patience”
Banks have been increasingly driving customers to digital channels and transforming their operations to support this, but the problems at Santander demonstrate the need for banks to go beyond providing customers with the digital tools they require, but also 100% availability of services.
Gareth Shaw, head of money at Which? , said:”These technical issues will likely be causing stress for many Santander customers — with people reporting that they have been unable to make online payments or, sometimes, purchase food in their regional supermarket.”
Shaw suggested Santander should offer compensation to anyone who has incurred fines, penalties and fees as a result of the problems.
Santander added:”We are committed to ensuring no client is out of pocket, so if you’ve incurred costs because of these issues, you can request reimbursement by completing a simple form.”
Shaw said the latest problems also demonstrate”why it is vital that banks invest to make sure that their systems are up to the job of protecting their clients’ accounts and maintaining the services they rely on”.
Santander is currently going through a four-year, $20bn digital and technology conversion, which includes moving systems into the cloud. It’s up to now migrated 60% of its IT infrastructure to this cloud, and has established a 2023 deadline to finish the transformation.
Last month, Dirk Marzluf, chief technology and operating officer in Santander, said:”Helping customers and creating the best customer experience is key for Santander. To achieve this, we are innovating and moving our services to the most advanced cloud-based platforms.”
The lender said it had spent in IT abilities and last year added 3,000 individuals to its global IT team.
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