NAB’s online payment platform, NAB Transact, used by its business banking customers, has been down for days and the bank isn’t sure what’s wrong with it or when it will be back up and running.
The bank’s small business customers have been experiencing log-in issues, time outs and slow performance with the platform over the past few weeks.
In an open letter to its customers, NAB executive general managers Mark Adams and John Murphy on Tuesday apologised for the “stability issues” and said it was throwing resources at solving the issue which some small businesses say is hurting their ability to make sales.
“Improving the stability and performance of NAB Transact is, of course, our primary concern. We also know that the issues with NAB Transact are having flow-on affects for your customers,” NAB said. “We understand this must be a frustrating experience for you, and, again, we apologise.”
Overnight the bank implemented two updates to its web payment servers used by the NAB Transact platform. But it said it “remains in hypercare and additional testing is taking place.”
It’s an outage which is causing a few headaches for the small businesses which rely on the e-commerce platform.
@NAB Man my customers are angry and rightly so its been nearly 24 hours. Give us a timeframe please.
— Musclebox (@Muscle_Box_me) June 2, 2015
@NAB what's the latest? Another day of poor experience for our customers and lost sales for our business ahead?
— luke jecks (@LJecks) June 2, 2015
@NAB Jayride Technology Pty Ltd. In your press be more up-front. "inconvenience" and "frustrating" are the understatements of the year.
— Rod Bishop (@rodbishop) June 2, 2015