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Some users still left with pending transactions one day after DBS’ PayNow hit by service delays

2023-09-28 00:00:00.0 海峡时报-新加坡原网页

SINGAPORE - Nearly a day after widespread service delays for DBS Bank’s PayNow service, some users who made payments on Tuesday are still left with pending transactions.

In many cases, PayNow users told The Straits Times that money had been deducted from their accounts, but the payments have not been received by the recipients.

Mr William Laird said he had made a payment of $30 to a namecard designer on Tuesday afternoon but as at 5pm on Wednesday, the transaction had still not been completed.

“He (the recipient) kept telling me that he had not received the money. I’ve seen the amount deducted from my bank account but it still states ‘Pending’ on my PayNow transaction history,” said Mr Laird, who is in his late 60s and works in the marine industry.

Mr William Laird sent a payment on Tuesday afternoon, but it had not been processed as of 5pm on Wednesday. PHOTO: COURTESY OF WILLIAM LAIRD

Mr Gordon Zhuang, who runs an e-commerce business, also said that as at 6pm on Wednesday, he still had not received payment sent to him by a client more than 28 hours earlier.

“My client said they called the DBS hotline five times but all they did was apologise and say the only solution was to wait for the transaction to be completed automatically by the system,” said the 32-year-old, who added that his client ended up making payment from an account with a different bank.

Mr Gordon Zhuang’s client ended up making payment with a different bank after it did not go through for more that 28 hours. PHOTO: COURTESY OF GORDON ZHUANG

Madam Puvaneshwari Pannerselvam is in a similar situation. She made payment to someone on the Carousell e-commerce platform at 3.30pm on Tuesday, but told ST the funds had not been received till Wednesday evening.

“Last evening, the money was already deducted from my account, showing the transaction was successful, but up till this moment, the seller has not received the funds,” said the 33-year-old housewife, who said she has called the bank four times.

Madam Puvaneshwari Pannerselvam said the funds were deducted from her account, but were not received by the seller. PHOTO: COURTESY OF PUVANESHWARI PANNERSELVAM

DBS said on its Facebook page on Wednesday that it was aware that some customers have had their PayNow and Fast And Secure Transfers (Fast) transactions affected by Tuesday’s delay.

Fast is an electronic inter-bank fund transfer service.

“We are progressively clearing the transactions and expect to complete them by today. The status of the transaction, when completed, will be reflected in your transaction history,” said DBS in its Facebook post at 3.25pm.

“We understand your frustration and apologise for the inconvenience caused. We will provide a further update later today and seek your continued patience.”