Red faces at ANZ as Internet bank refresh goes horribly wrong

Red faces at ANZ as Internet bank refresh goes horribly wrong

Plans by ANZ to relaunch its Internet banking system to provide a consistent user experience across all devices came to fruition in an unexpected way on Monday, as technical gremlins managed to shut down services across customer desktops, tablets and mobiles for six hours during the upgrade.

The crash provoked fury among customers, arriving just days after the bank had announced plans to revamp its online and mobile real estate with a promise "to make banking as simple and secure as possible.”

The bank apologised to customers for the techncial breakdown, restoring its GoMoney app after two hours downtime and Internet banking service within six hours of going offline.

Alongside the usual howls of frustration on Twitter, ANZ customers also rushed to the bank's Facebook page to moan about the refresh, complaining that the update was difficult to navigate.

"Are you kidding what a ridiculous new set up, hard to navigate your way around and when trying to work out how to get back to accounts it just doesn't work," complained one user, imploring the bank to revert to the previous familiar format.

Comments: (2)

James Piggot
James Piggot - Finastra - London 30 November, 2015, 13:002 likes 2 likes

THere are lessons to be learnt by all of us in this story?

Hitesh Thakkar
Hitesh Thakkar - SME - Fintech startups (APAC and Africa) - India 09 December, 2015, 10:02Be the first to give this comment the thumbs up 0 likes

Agree James.

I have high respect for ANZ tech team and assume they would have done Alpha..beta..Soft launch of new software version but sure there seems to be mess while putting it in production setup.

As usual Test and Production setup and configurations are always different but again how they miss out in leveraging DR?