Business

Transnational Bank technical hitch causes panic among customers

Thursday, August 6th, 2020 00:00 | By
Transnational Bank.

Lewis Njoka @LewisNjoka

A system glitch has hit Transnational Bank, leading to prolonged downtime which has stopped customers from transacting some services for the better part of the week.

The lender which is owned by Nigeria’s Access Bank since February saw customers express their disappointment over the slow pace in rectifying “a technical hitch” that has left them unable to access services since Saturday.

A spotcheck by BusinessHub yesterday revealed it was a slow day with only a handful of customers in the banking halls most of whom came to ask confirm whether the system was back to normal.

At the City Hall Way branch, for instance, there was minimal activity with less than 10 customers on site when BusinessHub visited the banking hall at 4.00 pm, but most customers confirming the inconvenience.

“I visited the bank today and they were offering no services other than forex.

Imagine having no services since Saturday yet the bank is supposed to have systems and backups in place,” said a customer identified as Christopher Owiyo.

A Nairobi-based Clearing and Forwarding firm affirmed that they have not been able to deposit cheques since Monday with the bank saying the systems were down.

Another customer who said she is called Janet, said she had tried accessing the bank’s services the whole day yesterday, only to be met with automated error messages directing customers to contact the customer service.

Customer service

“Error, your bank is not responding to the requests. Please try again later. You may contact us at [email protected],” reads one of the automated responses.

“Dear customer, TNBP app, *862# and ATM services are currently unavailable.

We are working to restore services. We apologise for any inconvenience caused,” reads another automated response.

An official at the bank’s, who is not authorised to speak to media, said the bank has been experiencing a “prolonged system downtime but would be up by today”.

She said that the challenge was with the ATMs and mobile cash. She, however, contradicted the customers saying the service has only been unavailable since Monday, not Saturday.

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