NAB struggling with widespread systems outages

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NAB struggling with widespread systems outages

[Updated] Overnight problems extend into morning.

National Australia Bank has spent the night grappling with widespread systems issues that have extended into morning and downed services to its mobile banking, contact centre, and some payments processing.

Around 5pm last night NAB customers began complaining about an inability to access a variety of the bank's services.

Mobile banking customers were greeted with the error message: "Sorry, something went wrong. Couldn't connect to internet banking", and were advised by NAB staff to log in via web browser-based internet banking instead.

NAB's online UBank subsidiary was also unavailable for customers, with those attempting to log in informed of an internal server error.

Customers hoping that calls to the contact centre would help resolve their issues were out of luck, with the customer service facility also suffering an undetailed outage.

The bank confirmed the issues had also affected the processing of some customer payments.

It is yet to provide an explanation for the cause of the systems downtime.

Chief customer officer of consumer banking, Andrew Hagger, said ATMs and payments by NAB cards were still available.

“There has been a delay in processing some transactions. If customers need help accessing their money our branches and business banking centres will be open," Hagger said in a statement.

“We’re sorry that we’ve let our customers down and we’ll do our best today to work with you through our branches.

“We recognise the impact that this outage is causing and we can assure you we’re working hard to make things right."

NAB is yet to provide a time of restoration for the affected services.

Update 1:35pm: NAB said it was "making progress" restoring affected services.

“Many customers are now able to log on to NAB Connect, NAB Internet Banking and UBank online banking," Hagger said in a statement.

“We have also now processed a large number of overnight transactions, which had been delayed. However, I understand there are still customers waiting for payments – this delay is not acceptable and we apologise.

“Our people are working as quickly as possible to make things right. We want to assure customers their money is safe."

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