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Mobile banking system makes ‘errors’, banks not explaining

Started by thaiga, August 31, 2018, 04:39:55 PM

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It showed a new page and asked for users to enter their username and password- yeah rite

Mobile banking system makes ‘errors’, banks not explaining

The mobile banking service of several banks were found to be making errors on Friday morning.

Customers have asked the central bank to explain what has happened as they could not transfer money via smartphones.

The Bank of Thailand has not yet clarified the problem.

One customer was unable to access the KMA Krungsri online app on Friday morning. It showed a new page and asked for users to enter their username and password but the system did not work when the customer entered them.

She later called the bank’s service centre at 10am and was informed that the system was making errors. It would take about an hour before it had returned to normal, the bank told her.

Anyone who goes to a psychiatrist should have his head examined.


The whole world has become vulnerable and our societies could crash which relies on that one connection.
you never know who is looking in to see what you got 8)
ignorance does not help your post one bit but it probably says an awful lot about you.



Central bank: online shutdown resolved

The Bank of Thailand says most banks have now resumed online banking services after networks crashed on Friday morning.

The central bank statement said the problem was caused by overwhelming online transactions of one bank affecting other networks and preventing online banking on smartphones.

The central bank asked banks to temporarily shutdown their network traffic to enable it to upgrade its own systems.

Now most banks had resumed online banking services normally, said the central bank.

A source said the problem was caused by Kasikornbank, which has largest online banking market share.



Bank system crash blamed on glitch

KBank temporarily removed from central system after money transfers were delayed

Banks' electronic money transfers, withdrawals and payment services crashed for several hours on Friday, with the blame laid on heavy interbank money transfers typically made at the end of the month at large banks.

The system failure could dent consumer confidence as Thailand hurtles towards the digital era and a cashless society.

The operational crash happened at Kasikornbank after interbank transactions flooded the KBank's electronic system, which also disrupted other banks' systems, particularly mobile banking service, said Ronadol Numnonda, assistant governor for the supervision group at the central bank.

"The Bank of Thailand monitored the problem and urged the banks to solve it urgently, as well as [temporarily] remove the troubled bank from the central system to alleviate the impact and let other banks resume operations," he said. "This process is in line with our procedures."

Veerathai Santiprabhob, governor of the Bank of Thailand, said KBank's system failure delayed other banks' money transfers via various channels. Transactions are typically large in volume and amount at the end of every month, he said.

Fund transfers via the mobile banking platform have increased significantly after the banking industry waived transaction fees for the online channel since late March. Adoption of new mobile banking features is another reason for the system glitch, Mr Veerathai said.

"The crash happened at the same bank that faced a similar problem last month," he said. "The bank's gateway is too narrow, like a bottleneck, making massive transactions clog the pipeline. This delayed transactions for the whole industry."

The Bank of Thailand is underscoring that all banks need to take care of customers affected by the glitch, Mr Veerathai said. Banks need to improve their infrastructure base to prepare for increased online transactions, he said.

Friday's system outage across banks was not the first. Users of the national e-payment system, PromptPay, experienced delays in cash transfers for about eight hours on Dec 31, 2017. The disruption was caused by computer glitches related to changing the calendar formatting for the new year.

Somkid Jiranantarut, chairman of Kasikorn Business Technology Group, KBank's technology subsidiary, said the bank's system crashed before 9am on Friday.

National Interbank Transaction Management and Exchange Ltd, the country's payment system network provider, cut off KBank's system from the others'.

KBank worked to fix the problem and completed its work around noon, Mr Somkid said.

A huge amount of transactions, internal network glitches and human error were the causes of the failure, he said, adding that KBank plans to improve its infrastructure.

KBank announced via social media that it would waive transaction fees for affected customers for interbank and cross-zone fund transfers, as well as bill payments through its ATMs. The bank plans to reimburse clients for fees by Sept 5.

The Thai Bankers' Association (TBA) said the glitch at some banks was because of an enormous amount of banking transactions in the morning, resulting in disruptions in some banking channels and delays or an inability to receive money.

The association said the system crash had nothing to do with cybercrime.

Most banks managed to resume operations as normal, the TBA said.

For customers who have not received money yet, their accounts will be adjusted by today, said the association.



Boost for digital banking

Banking club issues new guidelines to tackle increasing rush after last week’s breakdown.

THE BANKING IT Club yesterday issued guidelines to cope with the rapid growth of digital banking after digital highway congestion caused a major crash in the banking system last week.

The club, however, cautioned that it could not offer a 100 per cent guarantee that such an incident would not recur.

The club aims to increase the system’s capacity by 2-3 fold during peak hours and to create a framework that can deal with all incidents in order to ensure customer confidence amid continued growth in service usage.

The failure of Kasikornbank (KBank)’s core switch at 6.30am on August 31 forced ITMX, a local switching system service provider, to cut KBank’s system from the central system at 6.31 am, resulting in congestion of digital traffic in the systems of three other banks.

Somkid Jiranuntarat, the chairman of Kasikorn Business Technology Group (KBTG) and chairman of the Banking Information Technology Club of the Thai Bankers Association, apologised to affected customers and promised to upgrade the service.

The bank’s customers now prefer using financial services via electronic channels such as mobile phones, the Internet and ATMs of commercial banks, given the seamless connectivity between different banks, he said.

The volume of service usage has increased rapidly and interruption in the service of any bank may affect the overall system, he said.

KBank, however, accelerated the correction of its internal network system and all effects by 11am and resumed the service at 11.05am, he noted.

His explanation, however, was at odds with the Bank of Thailand’s statement on August 31 that high volume of transactions had caused the crash.

At an event on September 1, Somkid insisted that no errors were seen in KBank’s system as it operated normally. “However, there was a large volume of funds transfer transactions with incorrect account numbers from other banks as some people put their phone numbers instead of their bank account numbers to execute their transactions,” he explained.

Detecting unusual activity, ITMX decided to cut KBank’s system from the central system at 10.15am. KBank then switched to a backup system, Processing Centre Company (PCC), immediately, thus allowing its customers to conduct funds transfer transactions to all banks as normal. Some customers who were still linked with PCC at that time could even transfer funds to KBank accounts.

However, the customers of several other banks could not transfer money to KBank accounts via ITMX. KBank then collaborated with ITMX to confirm to the general public that KBank’s system could function normally at 4.11pm without any effect on the systems of other banks. ITMX then reconnected the system to allow other banks to resume funds transfer transactions to KBank accounts.

“Other banks have also committed to upgrade their IT system. For example, it must instruct customers exactly what they must do and not just convey a ‘system error’ message after they make some mistakes during their transactions,” he added.

In order to ensure service continuity, the club and the National ITMX (Interbank Transaction Management and Exchange) Co, Ltd, which is responsible for supervising interbank connectivity, have come up with six guidelines to enhance digital services.

The guidelines aim to increase the system strength, unlock bottlenecks and revise the architectural design so that the mobile system can accommodate a volume of service at least two fold the number of peak transactions.

It would add control measures for more efficient change management of each bank.

The ITMX would fortify the existing system’s capability by at least two fold to support the rapid increase in interbank transactions after fee waiver for funds transfer across banks was implemented. They would establish a joint working group between commercial banks and ITMX to determine the conditions and clearly defined guidelines to temporarily eliminate a bank that encounters a system failure from the central system so as to prevent the problem from escalating and affecting the ITMX network and other banks.

It would also allow immediate connection as soon as the system is restored and returns to normalcy.

They would build up capabilities for monitoring the overall system through the development of a central dashboard in order to update the status of each bank’s system and inform member banks to ensure timeliness in preparation and problem solving.

They would review the design of the mobile banking system and display of transaction status message, which must be clear and easy to understand to avoid confusion.

The Thai banking system has developed a lot and become more complex, Somkid said. He added that though the possibility of recurring problems does exist, it has been much diminished thanks to implementation of stricter measures. Any technical difficulties have become more easily manageable enabling the operation to return to normalcy soon.

“We cannot offer a 100 per cent guarantee, but we will handle the system extremely carefully,” Somkid said yesterday at a press conference in response to a question on whether the incident could happen again.

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