DBS digital banking services back to normal, bank says disruptions not a result of cyber attack

SINGAPORE — Digital banking services for DBS “have returned to normal” after two days of disruptions, the bank said in its most recent update on the situation.

In a Facebook post at 9pm on Thursday (Nov 25), DBS said that since morning, customer log-ins and transaction activities had returned to regular “business as usual” and pre-disruption levels.

“Please be assured that DBS’ systems remain secure and were not a target of a cyber attack,” the bank added on its webpage featuring frequently asked questions.

The disruption to its services started on Tuesday morning, but even after DBS said that services had been restored on Wednesday morning, some users continued to have difficulties accessing the services.

On Wednesday afternoon, DBS Singapore's country head Shee Tse Koon apologised for the disruption in a video on the bank's website and various social media pages

He said that the bank had identified a problem with its access control servers on Tuesday and had been working "round the clock" with third-party engineering providers to fix the issue.

In its latest update on Thursday night, the bank advised customers who are unable to log in or perform selected transactions to restart their devices.

It also suggested that customers clear their browser cache before logging in again if they are using its website for internet banking services.

The bank said that it recognised “the gravity of the disruption”.

“Although our digital banking services have returned to normal, the inability to access an essential service over such an extended period of time is unacceptable.

“We will continue to monitor and review the events of this week and are taking steps to prevent future recurrences.”

The Monetary Authority of Singapore has said that it would consider “appropriate supervisory actions” after DBS conducts an investigation into the disruption.