“I am deeply sorry for the inconvenience caused to not just our internet/mobile banking customers but also all of our other customers who would have experienced inordinate delays in trying to reach our Customer Contact Centre with their regular queries.”
This was the apology given by Nigel Baptiste, Managing Director of Republic Bank yesterday.
A release from Republic Bank said it is constantly reviewing its technology and other services based on customer feedback in order to better serve its customers.
“Our previous platform, RepublicOnline, served us well for financial convenience, but changing customer expectations necessitated change, “ the release stated.
Republic Bank said the new platform launched on July 5 is more intuitive and user-friendly and offers additional services to customers at their fingertips.
“We sincerely hope that the 50,000 users that have since successfully accessed the platform can attest to this and are enjoying the enhanced experience,” it stated.
“Regrettably, the significant number of initial sign-in attempts resulted in issues that slowed down the system on the first day, but these were resolved within the first few hours following the launch. Even though these performance issues were resolved, some customers were still unable to access their accounts due to initial login issues that were, in many cases, customer-specific,” the release also said.
“With the help of our partners, as well as the dedication and loyalty of frontline team members across the organization, the process of restoring customer access begun and will continue. There are still some issues to resolve, but the system is back on track and we expect to clear the backlog of customer login issues within the next week,” Baptiste added.
The bank has doubled the number of frontline workers assisting customers through this transition via the call centre and through emails.
“ To further help affected customers, Republic Bank has released a series of short tutorial videos to assist those who need help getting onto the platform. The Bank’s social media pages, mobile applications, and websites will all feature these videos and other useful guides. These, plus the existing guides can be viewed at https://republiconline.republictt.com,” it said.
Customers who have been locked out of their internet banking account are being asked to send an email to [email protected] with their existing online or mobile username and full legal name to receive a temporary password within 48 hours.
“Republic Bank again apologises for the inconvenience caused over the past week and assures its valued customers that all efforts are being made to ensure that all affected customers have their access restored as quickly as possible,” the statement noted.