HDFC Bank Customers Face Technical Glitches For Second Straight Day

HDFC Bank’s internet and mobile banking services faced glitches for two days in a row.

A customer exits an HDFC Bank Ltd. branch in Mumbai. (Photographer: Dhiraj Singh/Bloomberg)  
A customer exits an HDFC Bank Ltd. branch in Mumbai. (Photographer: Dhiraj Singh/Bloomberg)  

Some customers of India’s largest private lender HDFC Bank Ltd. have been unable to access net banking services for the second straight day. On attempting to log-in or conduct transactions, customers have been faced with error messages.

Not all customers have faced such problem but many have taken to social media to complain about these error messages since Monday. On Tuesday, some continued to face difficulties in logging in, while others were seeing slower access to online platforms. The problems have continued through the day, with users taking to social media platforms like Twitter to launch their complaints.

BloombergQuint could not independently verify the complaints or ascertain the extent of the problem.

According to the bank’s response on Twitter on Monday, the problems were occurring due to a “technical glitch”. The bank also said it’s trying to restore the services shortly and the issue is its “top priority”.

On Tuesday afternoon, the bank posted another message via its social media account saying the problem was taking “longer than anticipated” to fix.

An email sent to HDFC Bank on Tuesday morning remained unanswered.

This is not the first time that the lender’s customers faced such issues. A year ago, the bank had launched a renewed version of its mobile banking application. But its customers struggled to log in to it. That forced the bank to pull back the new application and restore the old version.

“For a Tier 1 bank to have customers struggling to access their accounts for two days is a big deal. Technology is now core to banking, so any issues there will not only lead to a loss to the brand value, but also in revenue. We are already seeing customers complaining on social media. It is likely that we will see some defections because of these issues,” said Arup Roy, director at Gartner Research.

A banking technology specialist working for a multi-national consultancy firm explained that when a bank faces an unexpected technological issue, there is a contingency plan in place to deal with the situation. However, in this case, the plan seems to have failed, leading to customers facing these issues, the consultant said, speaking on conditions of anonymity.

HDFC Bank is the country largest private lender. It holds over Rs 9 lakh crore in deposits and is one of the largest provider of salary accounts. According to a presentation on its website, nearly 92 percent of transactions initiated by customers were through internet and mobile services. Only 4 percent of the transactions were through branch network.