What caused the failure at BBVA?
“There is a machine that stopped working and that caused the services in all channels to stop being provided, particularly the storage platform of the central computer; at the end of the day it is an iron that failed and that hit us in the service, it was a iron problem and that is how we let the regulators know,” he added.
Pallares acknowledged the frustration generated by the massive failure of the mobile application and online banking last Monday, October 13. “The systems have no say and it is impossible to predict when something may happen… we are very ashamed, we are very sorry and we offer sincere apologies to our clients,” he admitted during the presentation of the Regional Sectorial Situation Report.
(Google AI Expansion)
They assure that the failure lasted less time
The failure in BBVA’s systems lasted approximately three and a half hours, although it took a little longer for clients to be able to operate normally. The complaints began around 12:00 p.m., and it was shortly after 6:00 p.m. that the bank reported that services had returned to normal.
According to Mauricio Pallares, the delay in notifying about the recovery was due to the fact that they sought to avoid further delays and saturation on the platform.
BBVA implements preventive measures
The manager assured that the bank is already implementing measures to prevent this type of damage from being repeated and that it will attend to the affected clients individually. “What are we doing so it doesn’t happen again? It’s an ongoing process… we’re investing a lot of money,” he said, referring to updating equipment and software as part of prevention efforts.
He pointed out that the fall occurred on a day of low transactionality, two days before the payment of the fortnight, so, fortunately, the effects on users were minor.
Regarding possible sanctions, he indicated that BBVA informed the regulator of the reasons for the failure to clarify the situation and prevent sanctions.
Pallares announced that detailed information will be provided later on the extent of the impact on transactions and the number of clients affected.
(Expansion)
