Outrage over outage: Online banking users call for better communication, security

Frustrated by frequent online banking outages, consumers are demanding stronger security and clearer communication from Malaysian banks.

This is especially with increased usage of online transactions and e-money.

Bank Negara Malaysia statistics show that online transactions and e-money transactions numbered around 1.79 billion from January to April 2024.

Consumer Choice Centre’s Tarmizi Anuwar says consumers are frustrated and disappointed because there is no early notification or clear communication from the bank.

He says customers want banks to invest in robust IT infrastructure capable of handling high transaction volumes without crashing.

Tarmizi says banks should consider the use of multiple communication channels to notify customers about disruptions, provide estimated resolution times, and explain steps being taken to resolve the problem.

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