Bank apologises for customer account glitch

By Annie Kane

12 January 2017

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An ASX-listed banking and wealth management group has “sincerely apologised” to customers who were affected by a technical issue that allowed them to see the account information of other customers.

MyState Bank’s mobile and internet banking platform suffered a “short-lived technical issue” last week, which reportedly allowed a “small number” of customers to see some account information of others whilst banking online.

According to the bank, this was the issue that led them to take the internet and mobile banking platforms offline on 4 January, “as a precaution”.

In a statement following the incident, the bank said: “Customer funds remained secure at all times and no unauthorised transactions occurred as a result. This technical issue has not affected the ongoing security of customer accounts and online banking.

“The bank is currently conducting an investigation to determine which customers were affected and will make contact directly with those customers.

MyState's general manager of product & marketing, Chris Thornton, said the bank acted immediately and took the internet and mobile banking platform offline as a precaution.

“We sincerely apologise to customers who were affected and for the inconvenience caused by the suspension of online banking,” he said.

No further details of the glitch have been issued, but the bank has said it undertook stringent testing to identify and fix the problem.