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The outage prompted a flood of over 10,000 complaints to Down Detector, a website that tracks system outages as customers took to social media to express their frustration. The bank’s handling of the situation, particularly their communication strategy, came under heavy criticism from its customer base. Users reported being left in the dark without access to their funds and demanded clear and transparent explanations from Westpac during the service disruption.
In response to the outage, Westpac communicated via social media platforms to address the customer’s concerns. However, the bank’s efforts were met with widespread dissatisfaction as customers expected more prompt and detailed communication regarding the nature of the problem and the expected resolution time.
Westpac has not provided a detailed explanation yet for the cause of the system failure. Customers continue to seek assurances that their financial security has not been compromised and are calling for improved measures to prevent future outages. The bank is expected to conduct a thorough investigation into the incident and report on measures that will be taken to enhance system reliability and customer communication protocols.
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