Customers can use their bank cards in shops and access online banking again after a major outage this morning, the Bank of New Zealand said.
The outage was reported by customers unable to log into online banking at 10.19am today.
Hundreds of customers were caught at checkouts in supermarkets and other stores unable to pay for goods after their bank cards were declined.
They also could not use internet and mobile banking services for individuals and businesses and customer funds services until around 3:20 p.m.
Kia ora, we are experiencing system issues that affect our online banking channels, some internal channels, and some customers may experience issues when using their cards. Our teams are working to quickly resolve these issues, we appreciate your patience.
— Bank of New Zealand (@BNZ) April 16, 2022
A BNZ spokesperson said the bank’s systems were now operational again.
“We can confirm that this issue is now resolved and that all online and mobile banking and card payments are available,” he said.
“We apologize to our customers for the inconvenience caused.”
An update on the bank’s Facebook page says “our systems are now up and running.”
“Customers can now access online banking channels and transact using their BNZ cards,” the bank said.
“Our branches will remain closed for the remainder of the day to allow branch staff to assist contact center colleagues in serving customers over the phone.”
“Thanks for your patience.”
In an earlier update on the Facebook page from 1:13 p.m., the bank’s team was “working hard to implement a fix to the system issues we were experiencing today.”
“Although we don’t have an ETA to share now, we will continue to provide status updates here,” he said.
“In the meantime, customers whose card was declined while using PayWave can try to insert their card into the terminal.”
“Unfortunately, this is not a solution for 100% of transactions, but it should prove effective for a large portion of declined transactions. Credit cards are unaffected by these issues and are working as usual.”
Bank customers posted nearly 2,000 posts under the Facebook update.
“I was left completely embarrassed when checking out, lunch was already eaten, card not working and couldn’t access app or internet banking,” the user said. Facebook.
– Today FM (@TodayFM_nz) April 16, 2022
Anyone else having problems with @BNZ right now? My card was just declined (despite dollars available) and the app is down
— Rochelle F (@Kiwiseabreeze) April 16, 2022
Can other BNZ users no longer use their bank cards? J and I have had our cards declined and cannot access the banking app. 🤨😫
— Zoë Irene, the thrice shot (@GetCaughtLiving) April 16, 2022
Yeah. A number of BNZ customers tried to buy from our store and kept coming back, ICC refused. They all seemed good at withdrawing money from an ATM.
— Amy 🇺🇲🇳🇿 (@American_Kiwi1) April 16, 2022
“Another lady kindly offered to pay my bill, but that’s not ideal! Please fix the problem as soon as possible.”
Another mum said she had to go out and do her weekly shopping soon.
“I have no choice but to go back to town for a week! If I don’t go soon, my children will be without food for a week.”
Another user said it wasn’t good enough.
“Going on vacation with family without access to funds,” they said.