Nordea’s customers showed less money in their account than they should have. The error is serious.
Nordea will have to report the error without delay, corrective action and actions to prevent it in the future. Iltalehti archive
The error that resulted in less money available in customers’ accounts than they should have been is serious. This is what the leading risk expert for IT, information security and payment systems in the Financial Supervisory Authority says Anne Nisén.
– It is a very unfortunate situation, and these are significant disruptions when there are situations where the customer’s real account situation seems smaller due to the fact that the same transactions have been charged and booked.
This is what happened at Nordea after the weekend. Nisén says that Fiva cannot comment on the individual situation of the controlled company.
– In general, we closely monitor the disruptions in customer services in particular and, if necessary, we are in contact with companies that have these disruptions.
Banks are obliged to report to the Financial Supervisory Authority any disruptions to the services required by customers. The first report shall be submitted without undue delay. In addition, companies must report during the disruption and submit a final report outlining the cause of the disruption and the measures taken to prevent similar situations.
– If there is a reason, we will contact the company and ask for more detailed explanations.
According to Nisén, there is no help in the legislation for any claims by the customer.
– You have to contact your bank and make a complaint. The bank is obliged to handle those customer complaints.
More than a hundred a year
When it comes to information systems, it is impossible to get to a completely uninterrupted situation, Nisén says.
– What matters is how quickly it detects what is being done to remedy the situation and prevent similar situations.
– Disorders are often quite different and their severity is difficult to compare. It is affected by how long it lasts and how many customers it affects.
2019 123 incidents were reported to the Financial Supervision Authority in all companies under its supervision. Most were related to payment transactions.
– They are not public, as the disturbances, their causes and remedies are related to the companies’ trade secrets. Sometimes we have been asked for cumulative information about the number of disturbances, and that type of information we can tell outwardly.
Attention disturbance
Nordea’s disruption attracted widespread attention from customers and the public.
The bank’s customers ran into widespread problems on Monday morning where payments made last week had been charged twice from online banking.
The bank’s communications said on Monday that unnecessary margins had been made on some customers.
– For some Nordea card customers, the information shows both the card fee charged and the margin reservation for the same purchase. We are working to rectify the disruption as soon as possible, he said Maria Korpela About Nordea Communications.
The cause of the disturbance was later localized, but its repair was delayed.