Teachers Mutual Bank’s new mobile banking app has been plagued with problems that have not been resolved five weeks after the launch.
Customers have reported to Banking Day that they have trouble getting into the app and when they do, its features are not always available.
Problems with the app appear to have triggered other system failures. On July 29, TMB chief executive Steve James wrote to customers apologising for “recent mobile banking app, internet banking and payment service outages”.
James invited customers to contact the bank’s customer care team if they have been charged late or dishonour fees, home loan or personal loan late fees with another bank, property settlement delays or any other costs caused by outages.
James said “it appears we have corrected and fixed these issues” but a week after his message was emailed out customers said they are still struggling to get into the app.
One customer said a bank staff members acknowledged it was “a fiasco” in communication this week.