UPDATE 2 (9:40 PM): All services are now back to normal, says CIMB. Read more for further details.
UPDATE 1 (9:03 PM): CIMB has responded to our query with an official statement. Scroll further for more information.
ORIGINAL STORY (7:08 PM):
Numerous CIMB Malaysia‘s customers have reported that they were not able to utilize a lot of the bank’s services throughout the day. Among services that were affected include CIMB Clicks, ATM, and cash deposit machine (CDM) as well as in-store credit and debit card payment.
The true nature of the downtime is generally unknown as CIMB Bank did not release any notice regarding the downtime on its website and social media channels. This is despite the fact that customers have been bombarding their Facebook page and Twitter account with complaints throughout the day.
The severity of the situation then began to transpire when an anonymous reader provided the main image above to us which was captured at CIMB’s branch in Sentul at around 1:20 PM today. In addition to that, we have also encountered this scene at the CIMB’s Mid Valley Megamall branch at 3:04 PM:
Meanwhile, one of our editorial members, Ikmal noted that he encountered an error when he tried to transfer money and make payments through FPX via the CIMB Clicks website at around 4:20 PM. He also said that the money transfer option was completely disabled in the CIMB Clicks app and was not able to perform a bank transfer from a Maybank account to CIMB as well.
In addition to the difficulties that we have listed above, many customers have also said that they are having trouble reaching out to CIMB’s customer service. The bank claimed that this was caused by the high volume of calls that its Call Centre has to attend which didn’t come as a surprise given what have been happening throughout the day.
Nevertheless, we are now reaching out to CIMB for further details and will you keep posted once we receive a response from the bank.
(Ikmal Roslan contributed to this story. Thanks for the tips, anon!)
UPDATE 1 (9:03 PM):
CIMB has since responded to our query with a statement, which we reproduced in full below:
CIMB would like to apologise to our customers for the intermittent disruption earlier today to our Instant Transfer feature via CIMB Clicks. As an alternative, customers were able to use Interbank Giro Transfer service to perform fund transfers on Clicks that remained available throughout.
Other affected services included interbank ATM transactions with non-CIMB banks. However, we would like to reassure customers that our ATMs continue to be in operation for CIMB customers for all other services, including cash withdrawals and deposits.
The disruption to the instant transfer service on CIMB Clicks has now been resolved and we are working hard to restore our interbank ATM service very soon. We appreciate your kind patience and understanding in this matter.
At a glance, the statement focuses a lot on the bank’s fund transfer services but didn’t touch on credit and debit card difficulties that have been reported by many of its customers through social media. It also said that cash withdrawals and deposits were functioning which seemed rather odd given the notices at two different CIMB branches that we mentioned earlier in addition to numerous complaints from customers.
In our query, we also asked if CIMB could provide some information regarding the cause behind the prolonged disruption but unfortunately, it was not addressed by the above statement either.
UPDATE 2 (9:40 PM):
CIMB has reached out to us once again and said that all services are now back to normal. In a brief message, the bank noted that it was able to fully restore all services at 9:15 PM.