Maybank apologizes for disruption to online services and debit cards after customers flood social media with complaints | Money


A pedestrian walks past a Maybank branch in Kuala Lumpur on July 9, 2021. — Photo by Firdaus Latif

KUALA LUMPUR, April 25 – Maybank customers found themselves temporarily unable to use their debit cards, banking apps and other financial services online, just a week after a similar disruption by the country’s leading bank.

Maybank apologized to customers for today’s service disruption, but assured them that their bank account balances would remain in place.

“Due to unprecedented traffic volumes on our platforms, our services on the

Maybank2u website, M2U app, MAE app and debit card usage started to experience slowness

starting at 9 a.m. today.

“We are working to resolve and restore services as soon as possible. Rest assured that your account balances and details remain intact and secure with us,” an anonymous Maybank representative said in an official statement released this afternoon.

“We apologize to all affected customers for the inconvenience caused by this disruption.

We appreciate our customers’ understanding and patience and will continue to update them periodically through Maybank’s official social media and M2U platforms.

The disturbances appear to have started earlier this morning.

Malaysia’s largest bank by market capitalization posted a notice on its official Facebook page at 10:18 a.m.

“#MBBAlert Dear Customers, Please note that we are currently experiencing intermittent slowdowns on the MAE app, M2U MY app and Maybank2u website.

“We apologize for the inconvenience and are working to resolve the issue as soon as possible. Thank you for your patience and understanding.”

In an update to the same Facebook post that was edited at 1:25 p.m., Maybank said that one of the apps previously reported only as dealing with slowness is now temporarily unavailable.

He also said that the online banking solution FPX which allows customers to pay using their online bank accounts is also not available.

“#MBBAlert Dear customers, [Update at 1:25PM] Please note that our FPX (Financial Process Exchange) payment platform, debit card usage and MAE app are temporarily unavailable, and we are currently experiencing intermittent slowness on the M2U MY app and Maybank2u website .

Some of the bank’s customers had posted comments under the Facebook post to express their shock at their bank account apparently showing a zero funds balance. Maybank’s press release seemed to address this point by reassuring them that their funds were still there.

Previously April 18, 5:04 p.m. Maybank had also on Twitter informed its customers through a similar notice that “debit card usage is temporarily unavailable and we are currently experiencing intermittent slowness on the MAE app, M2U MY app and Maybank2u website”.

Maybank had at 6:16 p.m. on April 18 informed customers that they could now bank on all Maybank channels as they were back to normal.

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