Banks' transaction crash rate down in Q2

Banks' transaction crash rate down in Q2

Mobile banking transaction crashes usually occur at the end or at the beginning of the month.
Mobile banking transaction crashes usually occur at the end or at the beginning of the month.

The banking sector continued to endure transactional crashes in the second quarter, albeit at a lower rate, as transaction volume surged.

A total of 25 transactional crashes occurred from April to June in all transaction channels, compared with 38 in the previous quarter, according to Bank of Thailand data.

The transaction failures were mostly in the mobile banking channel, which saw 13 instances, up from 12 in the first quarter.

Bangkok Bank (BBL), the country's second-largest lender by total assets, recorded the highest number of mobile banking glitches at four in 10 hours. Kasikornbank (KBank), the largest commercial lender by total assets, was second with three in the span of just over one hour.

KBank had five transaction failures across all channels, the most out of all banks. The bank's other two instances involved internet banking and ATM/CDM machines.

At the same time, Bank of Ayudhya experienced transaction failures in all channels in the second quarter, including mobile banking, internet banking, ATM/CDM and branch service, with a single occurrence for each channel.

Three other banks seeing mobile banking glitches were Siam Commercial Bank and CIMB Thai Bank (CIMBT), with two instances each, and Tisco Bank with one occurrence.

Kiatnakin Bank saw a one-time glitch in internet banking transactions. For the ATM/CDM channel, Thai Credit Retail Bank experienced glitches three times, while United Overseas Bank Thai and Land and Houses Bank each had a one-time glitch. CIMBT's branch service also experienced a one-time transaction failure in a span of three hours.

BBL executive vice-president Thawee­larp Rittapirom acknowledged that the bank's mobile banking glitches occur frequently, partly due to system development entailing a new design and features, as well as other additional services.

Increased use of BBL's mobile banking app, Bualuang mBanking, was another reason for the higher rate of transaction glitches, he said.

"We are aware that this problem inconveniences customers and we are speeding up to resolve this issue," Mr Thaweelarp said.

A source in banking circles said the industry faces further transaction failures despite upgraded technology and higher capacity.

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