FNB addresses online issues
First National Bank (FNB) says it is working on fixing several issues users have encountered with its revampled online banking channel.
The bank went live with its revamped website on Sunday (14 July 2013), aimed at an improved user experience and a responsive design enabling scalability to multiple devices with layered, seamless security.
However, on Monday (15 July), online discussions surrounding the site were marred with complaints about glitches, technical faults and errors in data representation.
Responding to the complaints about technical issues, FNB CEO of Online Banking Lee-Anne van Zyl explained that issues came about due to an increase in customers logging in.
“We did have intermittent issues this morning due to increased number of customers logging in and public interest in the new site,” Van Zyl said, but added that “our online banking services are now working normally.”
Van Zyl explained that the new FNB site had, in fact, been running in tandem with the old site “for several months”.
“We considered using the old the site as a fall-back option, and we considered giving our customers the option of using either site. However, these options were unworkable and we completed a final migration and switch off of the old site on Sunday 14 July,” she said.
“Running two banking sites in tandem proved to challenging from a resourcing viewpoint. We had our teams on site for the past 48 hours as we took the final steps.”
Lee-Anne van Zyl
The site was developed entirely by FNB Online developers working at the bank’s office complex in Fairlands north of Johannesburg.
FNB says its online service currently dominates with a market share of 35%.
The bank announced last month (June 2013) that its banking app for smartphones has gained 500,000 active clients in less than two years, since its launch in July 2011.
During the coming months, FNB says it will add additional levels of functionality to the site and will be further enhancing the customer experience.
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