Glitch at National Australia Bank prompts ATM warning system

National Australia Bank (NAB) is debuting ATM technology designed to predict hardware failures after a glitch left customers unable to withdraw funds.

National Australia Bank (NAB) is debuting ATM technology designed to predict hardware failures after a glitch left customers unable to withdraw funds.

NAB customers were left cashless as a computer crash disabled ATM, online and telephone and electronic payments (EFTPOS) on Monday 15 July.

"We’re currently experiencing issues with credit and debit cards, ATMs, EFTPOS, and payments on IB and telephone banking," the bank’s Twitter page confirmed.

NAB is set to introduce technology to predict ATM hardware failures later this month, provided for by US-based electronics company NCR Predictive Services.

The service aims to increase ATM reliability by warning engineers of imminent component failures, allowing repairs or replacements to be made before they put the machine out of service.

Alistair Munro, head of ATMs at NAB, said the bank will be the first in Australia to adopt NCR Predictive Services.

"NAB will continue working with NCR to deliver consistently better service and more convenient banking for our customers around the clock," Munro said.

The technology was adopted last year by the Bank of New Zealand, which it says has improved ATM reliability to reach 99% availability and lowered operational costs.

NAB’s new service is part of a ten-year deal with NCR, which runs until 2017. The original seven-year arrangement began when NCR won a bid to refresh the entire NAB ATM network in 2007.

The renewed contract also includes maintenance support, software distribution, asset management, total installation services, incident management and a help desk.

Monday’s ATM crash was reminiscent of NAB service outages in February 2012 and January 2011, when IT system problems left customers temporarily without banking services.

The bank advised affected customers on Monday: "Don’t make payments at the moment on IB, if you have made a payment tonight and can’t see the amount debited – don’t re-submit it" with a payments backlog being cleared the following day.

 

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