NAB restores computer glitch

NAB restores computer glitch

MILLIONS of National Australia Bank customers should finally be able to access money that was not available to them because of a computer glitch.

NAB alerted customers yesterday via Twitter messages and on its internet banking website that delays in the processing of payrolls and other transactions had occurred, resulting in some account balances not being up to date.

Commonwealth Bank (CBA), ANZ Banking Group, Westpac Banking Corporation, HSBC Australia and Suncorp Group customers were also affected.

This morning NAB said a computer glitch that prevented customers from withdrawing money from their accounts had been fixed, and that more than 130 banks would be opened today to assist customers who had been affected.

"We recognise and regret the inconvenience this delay may have caused for some customers," an NAB spokeswoman said in a statement.

"In recognition of this a number of NAB branches around Australia will be open today, we have increased staffing levels in NAB customer contact centres, and NAB business bankers will be available throughout the weekend."

In addition to opening bank doors on Saturday, NAB says customers experiencing difficulties can contact the bank on 13 22 65.
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Failed again: Millions of NAB customers are without access to their pays after the bank's second major meltdown in less than six months. The National is working to fix the problem.

NAB says it has begun processing the accounts of millions of customers left without their pay by a crash.

The National will also open 100 banks today to assist customers it has failed to credit.

A bank spokeswoman said on Friday the fault that crashed its payments system had been identified and that customers of other banks whose accounts had been affected should also be restored overnight.

NAB's ATM network is still working and cash can be withdrawn from NAB accounts but many payroll and other transactions had not been processed as of last night.

Earlier on Friday, NAB alerted customers that delays in transaction processing had occurred and some customers' account balances may not be up to date.

Centrelink received calls from customers advising they had not received their scheduled payments.

According to a Bank of Queensland (BOQ) internal email to staff, NAB advised all financial institutions of technical difficulties.

Transactions to and from NAB accounts had not been processed and NAB was unable to confirm when the transactions would be updated, BOQ told its employees.

Commonwealth Bank (CBA), ANZ Banking Group, Westpac Banking Corporation, HSBC Australia and Suncorp Group confirmed their customers had been affected and they were working with NAB to fix the fault.

Delays in the processing of payrolls had occurred, with employees who banked with NAB not receiving their scheduled payments, the banks said.

NAB released a statement shortly after 7pm (AEST) which said it would have additional staff in its Customer Contact Centre over the weekend to answer customer queries.

"For affected business bank customers, our bankers will be available over the weekend to respond to customer inquiries.

"Business bankers will be available in NAB branches which are opening extended hours. Our contact centres will also open over the weekend."

The spokeswoman was unable to say how many of the delayed transactions would be completed overnight but said affected customers could check their accounts via ATMs or the internet from Friday evening.

NAB's payments glitch is its second in five months to spread across the Australian banking system and comes after NAB advised internet banking customers to expect delays on payments and bills during the Easter weekend.

An IT fault with NAB's payment processing system caused havoc last November when NAB was unable to process transactions, including EFTPOS and ATM transactions, for more than a week.

NAB's IT woes went global in 2005 when an IT upgrade for its two UK units resulted in the miscalculation of interest charges for customers with tracker and variable rate mortgages.

The NAB-owned Clydesdale and Yorkshire banks caused outrage amongst customers last year when they demanded customers make up the difference if they were undercharged.

NAB said in July that some of its UK customers would be offered refunds.

HSBC's local unit uses NAB to process its transactions in Australia.

An HSBC Australia spokesman declined to comment on whether HSBC would now review its processing arrangements as a result of glitch.