Service disruption turns both CIMB and its customers to Twitter


CIMB has turned to Twitter to manage customer complaints following a temporary service disruption in the wake of a planned system upgrade.

According to the bank’s @CIMB_Assists Twitter handle, CIMB has been responding to customer complaints individually on the social media website, as more of its customer service moves online. 

A recent planned system upgrade by the bank left many CIMB customers unable to access their accounts via online and ATM channels over the Chinese New Year, with many taking to social media to vent their frustration.

Part of the upgrade reportedly included customer account numbers changed from 12-14 digits to 10 digits, a move which has many customers weary, according to the Twitter posts.

On Twitter, the bank has acknowledged the system glitch with a statement going out to most users, “Hi, we are aware of this and we are working on getting it up back to speed. Sorry for the inconvenience.”

One user @vin_ann used Twitter to vent, “loading @cimb_assists online web like taking forever!”

Another user, Adeel Masood Butt, questioned whether something had gone wrong with the upgrade, “@CIMB_Assists there is something wrong with the upgraded system? or its just me who is experiencing extremely slow access… Please rectify”

CIMB continues to respond using social media, apologising to customers individually for the inconvenience.

When contacted, a CIMB spokesperson comfirmed the system upgrade but wouldn’t comment on the specifics of the service disruption.