KiwiBank customers whose bank accounts were cleaned out by a
maintenance glitch on Sunday will have a longer wait to be
KiwiBank spokesman Bruce Thompson said the fix which would
see all customers whose money had been wrongly taken out of
their accounts reimbursed was taking longer than expected.
KiwiBank had originally hoped customers would be reimbursed
by this morning but knew this was now unachievable and said
it would be completed within days - if not sooner.
About 6000 customers who made Eftpos and credit card
transactions between 6.30am and 12.30pm on Sunday while the
bank carried out planned maintenance discovered they had
still been charged for the failed transactions or had made
one transaction but charged several times leaving some of
Auckland Robert Bissett's accounts had been cleaned out and
he had no access to money while he waited for KiwiBank to
repay him. While solo-mother Faith Tahuri was borrowing money
from her family to pay for her 11-month-old daughter's
nappies and baby formula.
Mr Thompson said the fix would be done in a single computer
run and affected less than 1 per cent of the bank's customer
"We are working with individual customers who are
experiencing hardship with overdrafts and are making a final
resolution of this issue an absolute priority. While in
percentage terms it is only a very small number of customers
affected, the impact on them as individuals can be
significant and stressful. We will put it right, but it will
KiwiBank was offering affected customers emergency overdrafts
free of charge and any fees incurred as a result of what has
happened would be reimbursed.
- Nikki Preston of the New Zealand Herald