HDFC Bank to go offline over the weekend
Moneylife Digital Team 05 June 2013

Lakhs of customers of HDFC Bank across the country would not be able to do shopping, both online or offline, or any transaction using ATMs, debit cards on Saturday and Sunday as the lender wants to 'upgrade' its systems

Private sector lender HDFC Bank has decided to take a break during this weekend for upgrading its systems. This means the bank’s customers from across the country would not be able to do shopping, both online and offline, ATM transactions, phone banking, net banking and mobile banking as well as booking of term deposits through online banking.

 

In a statement, the lender said, “We are in the process of upgrading our systems to provide a wider range of products and services to valued customers such as you.”

 

Just last month, internet banking of HDFC Bank was down for a day. This affected customers who tried to use the net banking facility of HDFC Bank. In an email, the information technology (IT) team of the Bank said, “We clarify that there were no fluctuations. However, our Internet Banking was not available till 8 am on Sunday (12th May) due to hardware upgrade.”

 

While HDFC Bank denied any fluctuations in payment processing, the payment gateway had a different version. On 12th May, clients of a payment gateway received this email: “This is to inform that, due to a technical issue we are facing fluctuations in processing transactions in SBI & HDFC Net banking payment options. This will affect customers who try to avail products/services on your website and choose to use SBI or HDFC Net banking payment option… We are in communication with the bank teams and we will update you once the issue is resolved.”

 

SBI told us that “there were no fluctuations” but its internet banking was not available until Sunday for a planned upgrade. HDFC Bank took the issue more seriously and insisted that the payment gateway company must clarify the issue. So, on 13th May, it sent out an email saying, “earlier communicated fluctuations in processing payments using HDFC Net Banking payment option have been resolved. We apologize for the inconvenience caused.” So it confirms the technology issues, right? Well, think again.

 

Even more furious, HDFC Bank demanded a further clarification. So, on 14th May, there was a third clarification from the payment gateway saying that the 12th May email about fluctuations in HDFC Bank Net banking payment options “due to a technical issue, was erroneous. There was no technical issue and unavailability during that period was due to scheduled downtime. Inconvenience caused is deeply regretted.” Since Moneylife was asking the questions, we know why three emails were sent, but won’t other customers be totally flummoxed? (Read more )

 

While the bank is saying it want to ‘upgrade’ its system on 8th and 9th June, for providing a wider range of products and services, the fact is that there are issues with the IT systems of the lender. Just last month, it admitted doing the hardware upgrade. So this time the upgrade is for the software issues?

 

Remember, three years ago HDFC Bank’s website crashed and lakhs of its customers had a difficult time to access its net banking facility for over two days. on 5 September 2010, customers were greeted with this message, “Due to system maintenance, Certain account related features on Net Banking would not be available till Monday 6th September 17:00 hrs. Credit Card Enquiry, Demat, and Debit Card details would continue to be available. We regret the inconvenience caused.” Unfortunately, till 6pm on 6 September 2010, the site was down.

 

As per the latest ‘upgrade’, HDFC Bank's customers from Maharashtra would face the non-availability of all services for two days, from 2.30pm on Saturday to 6.30pm on Sunday.

 

Customers from across the country, except Maharashtra would, however are able to use debit cards at stores and do ATM transactions during the upgrading process. Here is the time and services that would be affected...

 


System / Channel

For customer accounts in (Mumbai and Rest of Maharashtra)

Other Customers

Debit Card use at stores (Point-of-Sale i.e.,POS) and online

From 2:30 pm (14:30 hours) on Saturday 8th June, 2013 to 6:30 pm (18:30 hours) on Sunday 9th June, 2013

--

ATM transactions

From 6:00 pm (18:00 hours) on Saturday 8th June, 2013 to 6:30 pm (18:30 hours) on Sunday 9th June, 2013

--

Phone Banking IVR transactions

From 6:00 pm (18:00 hours) on Saturday 8th June, 2013 to 6:30 pm (18:30 hours) on Sunday 9th June, 2013

From 8:00 am (8:00 hours) to 6:30 pm (18:30 hours) on Sunday 9th June, 2013. Some transactions such as Bill Pay will not be available.

Net Banking & Mobile Banking

From 5:30 pm (17:30 hours) on Saturday 8th June, 2013 to 8:30 pm (20:30 hours) on Sunday 9th June,2013

From 8:00 am (8:00 hours) to 8:30 pm (20:30 hours) on Sunday 9th June, 2013. Select Account related services will not be available

Term Deposit Booking through Net Banking / Mobile Banking

From 1:45 pm (13:45 hours) on Saturday 8th June, 2013 to 7:00 pm (19:00 hours) on Saturday 8th June, 2013

From 1:45 pm (13:45 hours) on Saturday 8th June, 2013 to 7:00 pm (19:00 hours) on Saturday 8th June, 2013

 

Comments
Suiketu Shah
1 decade ago
Their computer infrastructure is very ordinary compared to most other private banks.
Rakesh
1 decade ago
Poor planning. They should upgrade their systems in parts. For eg. one week ATM, next week Debit Card, the following week Netbanking and so on.
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