Blocking of app caused by failed log-ins, not bank error

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Blocking of app caused by failed log-ins, not bank error

Categories:

Mobile banking,

Summary:

Phoenix, who lived in Australia, did all his banking via the bank’s mobile banking app. In February 2024, the bank blocked access to the app, citing repeated failed attempts to log in. Phoenix said a bank error, not any action on his part, was behind the failed attempts. He said the internet banking logs and other information sent to him by the bank did not show that the failed log-in attempts had been made from his mobile device. He said the blocking of his app had left him in arrears with his home loan repayments.

Published:

April 2025

Our investigation

Contrary to Phoenix’s view, we found the internet banking logs did show there had been repeated failed attempts to log in. These attempts used the same internet service provider and device as previous successful log-ins. They were also made from the same location as previous successful log-ins. By blocking access, the bank was meeting its obligations under the Code of Banking Practice to keep his banking secure. Despite the mobile banking app block, Phoenix remained liable to repay his loan and was obligated to ensure there were sufficient funds to meet the loan repayments. He had other ways to ensure he met his repayments, such as contacting the bank to verify his identity to unblock the mobile banking app, asking the bank to manually transfer funds or requesting hardship assistance. However, Phoenix had not taken advantage of these options. The bank did not therefore cause his home loan arrears.