WaMu criticised for handling of online glitch

WaMu criticised for handling of online glitch

US consumer groups have criticised Washington Mutual (WaMu) for refusing to refund late payment fees incurred by customers when a glitch knocked out the bank's online bill payment system.

The glitch occured following a technical upgrade of the bank's Web site and prevented customers from using electronic bill payment services.

The outage went on for about two weeks - from late July to early August - and appears to be one of the longest-lasting Web site glitches that a bank has suffered.

The bank apologised to customers for the glitch but has so far refused to pay any late fees customers may have incurred as a result of late bill payments, a move that has been criticised by the Consumer Federation of America and the Federal Office of Thrift Supervision.

Seattle-based WaMU argues that it provided a free-phone backup services to affected customers during the outage.

Comments: (0)