The private sector bank has about 4.3 crore customers, of which about 6.5 lakh were unable to use the mobile banking app services due to a technical issue in its new app
HDFC Bank will revert to the previous version of its mobile application (app) by December 4 as it works to resolve a technical glitch in the new version launched last week.
"The company is trying to get it done by Monday evening itself," an executive said.
The bank had launched the updated version about six days ago but malfunctioned ever since. The issue was possibly triggered while updating the app when the older version of the app was “overwritten” and a lot of customers could use neither the old nor the new app, which was malfunctioned.
Sources told Moneycontrol the bank is still figuring out the reasons for the technical issue which left almost over six lakh customers unable to make any mobile banking transactions through its new app.
To provide the irked customers immediate access to mobile banking services, HDFC Bank has decided to temporarily make the older version available.
The bank will specifically communicate this to the customers latest by Tuesday morning.
Country’s second largest private bank by assets, HDFC Bank clarified there has been no data breach, loss of customer data or security issues with the bank's mobile and net banking applications.
"All the customers’ data and money remain safe. We understand it is our fault and can be an embarrassment and a prestige issue for the bank. But our technical team is on it, trying to resolve the inconvenience as soon as possible. In the interim, the old app will be made available and once the new app is fully ready, we will make it available," a spokesperson from the bank said.
HDFC Bank has about 4.3 crore customers and about 1.5 percent or about 6.5 lakh customers were left stranded and could not use any of the mobile banking app services.
According to the bank’s investor presentation from 2018, nearly 85 percent of the bank's customers use its net banking and mobile app services.
The bank, through its Twitter handle, had on November 29 issued a statement saying users, who moved to the app’s new version and deleted the old one, will not be able to use mobile banking till further notice. It has not revealed the reason why the mobile app malfunctioned.
After the issue occurred, HDFC Bank’s customers started complaining about the malfunction in the updated mobile app, launched last week. On December 1, the app was taken off Google's Play Store and Apple's iOS Store.
Customers complained that when they tried the mobile app, an error message would pop up, "Sorry we are experiencing heavy load. Please use net banking. Regret the inconvenience." And when they logged onto net banking, another error message would pop up, "This is facility is currently unavailable. We apologise for the inconvenience."