Chase outage now at 48 hours
For Chase online banking customers the only news is the lack of news and specifically no new official statements (or any significant statements) from Chase as to the nature, severity, effects, and potential duration of the problem. For a blow-by-blow of today’s events, see our earlier post.
In the absence of any official statements by Chase, we have had to rely on unsubstantiated reports that we’ve seen in our comments and through Twitter. One such tweet recently suggested a fairly severe problem:
Chase outage is a result of corruption to the database clusters containing customer online profiles (ie bil pay settings, usernames etc.).
Depending on the reliability of Chase’s backup system, this could result in some pretty inconvenient loss of data for customers.
The outage, which by our best estimates started sometime between 7-10 pm ET on Monday, and has included online banking being completely disabled/unavailable from Monday evening until early Wednesday morning, and sporadic and intermittent access since Wednesday morning, has now exceeded 48 hours and is believed by many to be the longest duration online banking outage for a bank of Chase’s size.
Ineptitude, outages | admin September 15, 2010
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By Seattlenerd, September 15, 2010 @ 7:06 pm
Finally was able to log in to my account, after slightly more than 48 hours of outage.
Once in, there’s a small banner at the top under My Accounts that reads, “We Apologize for the Recent Difficulties with Chase.com.” When you click on the banner — again, available only after logging it — it goes to a page with the message:
“Please accept our apology for the difficulties that recently affected Chase.com.
“Online Bill Payments scheduled for September 13, 14 or 15 have been processed or will be processed Wednesday night. It is not necessary to reschedule these payments. If you scheduled a payment during those dates, but do not see it reflected in your payment activity by September 16 please, contact us.
“We will refund any late fees that you may have incurred as a result of our delay in processing your payment.
“Giving you 24-hour access to your banking is of the utmost importance to us. This was not the level of service we know you expect.
“Thank you for your patience and for the opportunity to work harder to serve you in the future.”
The site now appears to be working normally. For the moment.
By Steve, September 15, 2010 @ 7:49 pm
What timing! I was just on Citibank’s website and volunteered for a survey. It asked me to compare their online account management to Chase’s (Chase because I indicated my primary credit card is with them).
I think it’ll be awhile before Chase surveys online customer satisfaction.