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HDFC Bank Customers Left in Lurch|
- By Tabrez Khan, Sep 02, 2008 1525 hrs IST
- Tags : HDFC Bank, Tabrez Khan, technical snag, downtime, customers, systems, ATM, Anil Jaggia
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Lakhs of HDFC customers pan India including retail and enterprise customers of the bank could not carry out transactions, or operate ATMs due to a technical snag most part today.
The technical snag that started wee hours today was not rectified till 3.15 pm, as CXOtoday published the story.
"HDFC Bank's IT systems have been down since 4 am. I have been trying to withdraw cash and have had a hard time as the system is down, reportedly for maintenance purposes," said T. K, an account holder at HDFC.
The bank's netbanking interface was also down, so the Internet banking facility could also not be used, he said.
The bank posted a message on its website informing people about system inoperation between 4 am and 10.30 am. The website later reported that the system will continue to be unavailable till 2 pm. The bank subsequently extended this to 7 pm.
Neeraj Jha, corporate communications, HDFC Bank said, "We agree it is causing inconvenience to customers. We are working on it and expect the systems to be up by 3.00 pm."
Generally, banks including HDFC carry on maintenance work during the night so that customers do not face any inconvenience.
"It's not really maintenance, it's a technical snag actually. It's just a case of wrong wording," said he. (Updated at 6.03 pm)
On being asked about the nature of the technical snag, Jha refused to comment.
HDFC's head of technology, Anil Jaggia was also unavailable for comment.
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Discussion Board
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by Vikram on Sep 03, 2008 12:07 PM
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by annonymous on Sep 03, 2008 11:41 AMI can understand the IT complexities but then what is the use of BCP setups. What if any natural calamity strikes the core Data centers and not possible to recover for a week so? I think somewhere some mandate should be there from RBI / Governing bodies to such downtimes and the respective financial organizations should be penalised accordingly.
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by madhi gupta on Sep 03, 2008 08:45 AM
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by From Tokyo on Sep 02, 2008 11:24 PMIt should be a good reference for the banking regulators to define standards for system risk management and technical snag reporting. Japan could be a good case study, where FSA, the central financial regulatory authority has set a strict rule for reporting and explaining all technical glitches for any financial organization as IT is a major part of operational risk for not only a single bank, but to the market and comunity. This was done after a series of major banks and brokerage company experienced major 'Technical Snag', which in one case impacted financial market (by sending a wrong trade to the Stock Exchange). It would be beneficial for the financial market and the customers in general if the Indian Regualtors start putting some guideline for transparency and liability for the banks in handling technical problem,specially which are impacting to customers.
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by Hari on Sep 02, 2008 08:39 PMIt is not only with HDFC. All Banks will have some sort of these kinds of issues. What is important is that whether these Banks takes care of the internal systems. Lot are advertised but in reality many Banks I found lagging in IT security and customer support Most of the Banking operations are now handled by BPOS. Are these BPOS equipped??? DO they understand customer support and urgency and risk management??
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by Anonymous on Sep 02, 2008 04:23 PM
