Updated: Westpac Australia online, mobile banking services still down

The bank says it is experiencing intermittent issues

Westpac Australia has confirmed that its online and mobile banking services are experiencing intermittent issues today.

Westpac said its services were restored at 7pm Australian Eastern Standard Time (AEST) on Thursday night after being down for most of yesterday.

However, a Westpac spokeswoman told Computerworld Australia this morning that it was experiencing "intermittent issues".

"Our team is currently investigating the issue to restore full service as quickly as possible," she said.

Customers are being asked to visit branches or use ATM and Eftpos services.

“We sincerely apologise to customers for this interruption and will continue to provide regular updates.”

Westpac tweeted last night that it had “no indication” of malicious activity directed at the bank.

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38 Comments

Thomas

1

As of this morning it is still down

Hamish Barwick

2

Hi Thomas, thanks for your comment. The story has been updated.

Thomas

3

No worries - in fairness to you, it was working up until about 8am.

Barbara

4

Still can't access website at 11 am.

MG

5

yes no intermittent issues here...its completely down!

JT

6

down down westpac is down!

Matt

7

Thanks JT, not only can I not do my Westpac banking online, but I also have that Status Quo song stuck in my head.

Jackie

8

Any possible idea when system will be back up and running??

Jeff

9

What about overseas customer that rely on online banking?

Sam

10

have no online banking and no mobile banking... and a lot of staff waiting to get paid!!! Not impressed!!

MB

11

“We sincerely apologise to customers for this interruption and will continue to provide regular updates.”
Apparently regular updates doesn't include putting information on their website! Had to google for news on Westpac to find out if there was a problem. If only they had enough money to allocate the required resources to fix the problem urgently.

Sean

12

westpac bank is the worst bank out of the big 4.

Are they going to refund my account fees or compensate customers for this level of service.

Michael

13

I am so angry, I have been trying for 30 hours

Diana

14

No - they need a back up information website for these occasions - not too difficult or costly to set up and manage. Their customers should deserve better. Their Risk Management Team haven't been doing their job under their AFSL.

Clint

15

This is what happens when you offshore Web development, security and services.

JG

16

Is this because they outsourced their services to India?

Dana

17

Much of Westpac's IT support is outsourced to IBM which, in turn, has offshored a lot of that. The repair guys are probably still on their way from Bangalore!

Steve

18

The ATM's are too slow. Who cares if it available in 7 languages. The screen is too slow to respond and you are left waiting looking at a stupid ad saying how great Westpac is ! Now Internet Banking is down for 2 days.
steve. How about some good old customer service.

BeachBoy

19

MB - You';re lucky. I can't even see to their website.

JL

20

Both mobile and web banking are still down at 12:45pm - very very poor service. Several suppliers and staff are waiting for payments because of this.

SR

21

Grrrrrrrrrr not happy at all :( :( :(
It is 2013 .... surely you can work out a solution Westpac!!

John B

22

Westpac Bank of Bangalore, India.

The internal IT environment at Westpac Is Arcadic, there processes don't support running a world class bank. Now that the are replacing lots of resources with Infosys and TCS only going to get worse. I would love to see there IT change management and release management processes.

Got my home loan switched to BoQ and now for my savings and see you later Australia's Oldest (literally refers to Systems) Bank.

Joe

23

Still down at 1 PM...How can this happen?

James

24

Westpac will make billions interest by providing two days down of the internet banking

Eddie

25

Have seen some interruption in other banks as well but for short time and with previous notice. This is absolutely unacceptable. They charge various high amount of fees for almost anything and this is the service. VERYYYYYYYY
unhappy.

PQ

26

Still down at 1.30pm .... absolutely zero access to site or mobile banking

BeachBoy

27

"Intermittent"???????????????

It's now 2.21pm....

Upset

28

This is absolutely unacceptable!!!!!!!! Can't do business like this in the 21st century. Will be looking for a different bank.

tsktsk

29

confirming website still down as far as i can see - it's now 3:05 pm 02/08/13

$million lost opportunities

30

There's been some good gains in the stock market over the last few days. Maybe need to sue for loss of income due to not being able to access their online trading site. This is rubbish!

RS

31

We told Tony Forward this would eventually happen, before our services were "dispensed with" and he ran to QBE. IBM and HCL did not give any of us much confidence, and the way things have been offshored for the group as a whole, Westpac, BT, St George, Asgard etc is amateurish. Obviously the board don't care, they have forgotten that it's customers who pay for their fat cat salaries.

Alternates

32

you can give them a phone call or if youre close enough visit a nearby branch but im assuming a chance to see or speak to one of them immediately is next to nothing. But its obviously a bit embarrassing for somebody who just made 5 billion dollars in profits and arent able to keep their website up and running.

Alternates

33

@RS i dont think off shoring is the problem here, i think its planning and execution. Offshoring works out to be pretty good as they bring costs to a fraction and eventually benefiting you because the bank can focus more on what their main objective is...banking.

RS

34

@Alternates. As someone who worked in IT in that shambles, it is everything about offshoring, as the few left onshore are the ones applying that offshore code to production, and it is more full of holes than swiss cheese. One PM actually did a cost/benefits analysis on the offshoring process. One offshore resource equated to about a quarter of the cost, but a sixth of the throughput, as compared with one onshore resource. That works out at a loss in anyone's books, and doesn't even factor in the rework done onshore to make that fit for purpose.

Richard

35

It's totally about the offshoring here! They've severely cut corners and we are paying for it.

JG

36

Still down at 4.11pm

JG

37

Alternates I am like RS. I am a westpac customer and I can assure them that if they don't bring their IT back to Australia, I am one customer they have lost.

Jeff

38

I still cannot open Westpac home page at 4.30pm Singapore time!!!!

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