NAB apologises for Transact issues

Customers have been experiencing issues logging in and timeouts

National Australia Bank (NAB) has apologised to customers for ongoing problems with its Transact online payment service including log-in issues and slow performance.

A service upgrade was performed on June 2 to improve Transact's capacity and security. However, during this upgrade of services, the platform has been unavailable at times.

The bank tweeted yesterday that there were problems with online payments made using Verified by Visa and MasterCard Securecode.

The bank issued a statement today saying that the Transact service is stable and performing normally.

“We have identified and resolved the underlying issues that caused problems with the service on Wednesday 24 June. And, we are putting in place measures to prevent these issues from reoccurring,” said the bank.

“We apologise for any inconvenience during this time and for the disruptions that have occurred in recent weeks.”

NAB said it will continue to work closely with its secure payments provider, SecurePay, and Australia Post, which owns SecurePay, to monitor the Transact service.

"Over recent weeks our NAB Transact customers have been experiencing issues with NAB Transact services, including log-in issues, time-outs and/or slow performance," stated an open letter (PDF) issued by the bank on June 2.

“Improving the stability and performance of NAB Transact is our primary concern. We also know that the issues with Transact are having flow-on affects for your customers,” read the letter.

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