DBS Singapore Country head provides update on disruption in digital banking services

Singapore.24 Nov 2021
Singapore, 24 Nov 2021 - In a video message to customers, DBS Singapore Country Head Shee Tse Koon provides an update on the disruption in the bank’s digital banking services. “We have since been working round the clock, together with our third-party engineering providers, to fix the problem.”

To facilitate its customers’ banking needs, DBS has extended banking services at all its branches by two hours. DBS relationship managers and call centre customer service officers are also on standby to assist customers with their urgent banking requests.

“Please be rest assured that my colleagues and I are doing all that we can to remedy the situation,” Shee added.

See video here:

Read transcript below:


Hello, I'm Tse Koon, DBS Singapore Country Head.

I know that many of you have been facing difficulties in accessing our digital banking services. I realise this is a cause for concern and frustration and am very sorry for the inconvenience and anxiety caused.

This is why I'd like to give you an update on the situation.

Yesterday, we identified a problem with our access control servers and this is why many of you have been unable to log in. We have since been working round the clock, together with our third-party engineering providers, to fix the problem and services were restored at 2am.

Unfortunately this morning, the same problem recurred and while the situation is less severe than yesterday, we know that many of you are still unable to get access.

We acknowledge the gravity of the situation and as we work to resolve matters, we seek your patience and understanding.

In the meantime, I want to assure you that your deposits and monies are safe, and that you can continue with your banking needs either through our branches, or through phone banking. To facilitate this, we've extended banking services at all our branches by two hours. And our Relationship Managers and Call Centre Customer Service Officers are on standby to assist you with your urgent banking requests.

Please be rest assured that my colleagues and I are doing all that we can to remedy the situation. Once again, my sincere apologies.


About DBS
DBS is a leading financial services group in Asia with a presence in 18 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's "AA-" and "Aa1" credit ratings are among the highest in the world.

Recognised for its global leadership, DBS has been named “World’s Best Bank” by Euromoney, “Global Bank of the Year” by The Banker and “Best Bank in the World” by Global Finance. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 13 consecutive years from 2009 to 2021.

DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets. DBS is committed to building lasting relationships with customers, and positively impacting communities through supporting social enterprises, as it banks the Asian way. It has also established a SGD 50 million foundation to strengthen its corporate social responsibility efforts in Singapore and across Asia.

With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities. For more information, please visit www.dbs.com.