Customers do not have to worry that their balance is really ‘gone’, emphasizes Rabobank spokesperson Hugo Nutbey. “You should see the app as a digital representation of your bank statement. As a kind of window to our banking system,” he says.
No problem with the data itself
The malfunction occurred in the connection between that ‘window’ and the banking system, the Rabobank servers where all balances are stored securely.
This is actually always the case in the event of a malfunction where your balance is no longer visible, or suddenly shows 0 euros. ING has also had such a problem and said in a response that this was due to the display and not the data itself. These are stored in a separate, well-secured system, according to the banks.
Banks also have their own responsibility when it comes to protecting that data. They are supervised by the Dutch Bank (DNB). For example, rules apply to cybersecurity and general business operations must be ‘integrity and controlled’, says Tobias Oudejans, spokesperson for DNB. The basic principle is that customers must be able to trust the amount in their app.
Rabobank says it rarely receives notifications from customers who say their balance is incorrect. Moreover, such reports are quickly dismissed: “They are often simple explanations, for example, people have forgotten a statement,” says Nutbey.
No complaints
The Financial Services Complaints Institute (Kifid) recognizes this image. The register of rulings also contains no complaints about incorrect bank balances.
A balance that suddenly disappears does not have to lead to panic. As a customer, you do not have to prove that there is money in your account if that happens. You can assume that the app will cause problems and your balance will be safely stored on a server.
It is not necessary to print out statements
Such a disruption is of course annoying. Fortunately, it does not happen very often: according to data from the Dutch Payments Association, apps and websites of Dutch banks were accessible 99.7 percent of the time in 2023.
“If you want to be certain for yourself, check your account regularly, says Berend Jan Beugel, spokesperson for the Payments Association. You can make a printout once a week. “But I actually never do that myself.”
2023-12-12 11:59:59
#Balance #due #bank #failure #panic
