Customers panic as ASB glitch shows $0 balance in investment accounts
A major bank is apologising after a tech glitch left customers fearing the worst after online banking showed nothing in their investment accounts.
ASB customers were left thinking they had lost their long-term savings when they logged into their accounts only to find them empty.
One woman, who asked not to be identified, said she phoned the ASB call centre on Wednesday night “panicking about the disappearance” of her five-figure investment funds, after finding her balances online sitting at $0.
The customer is retired and used to logging into the app every day to make sure all is in order so got a shock when she saw seemingly empty accounts and, at first, believed she had been targeted by cyber criminals.
ASB told the Herald that “a technical issue” was causing ASB KiwiSaver and ASB Investment Fund balances to “display incorrectly” in the online banking and mobile app.
“Customers’ funds have not been impacted by this display error,” the bank stated.
“ASB apologises to customers for any concerns or confusion caused by this issue.”
The customer told the Herald she called the bank and “got a recording saying there is an error and lots of customer accounts balances showing zero online and they are working hard to rectify the problem”.
The incident left the customer feeling shaken.
“It’s a weird feeling, because you always hear about hacking and scamming,” she said.
“The bank has always had my trust, but this one thing happens and it’s gone out the window.”
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