During the Banking Convention, the deputy superintendent deputy for financial intermediaries and insurance in the Superfinanciera, Felipe Nova said that the proceedings against Bancolombia due to the fall of digital channels which he experienced from holiday Monday, June 2, to Wednesday, June 5.
“We must ensure the availability of Bancolombia’s digital channels and protect the financial consumer. We are going to guarantee that the affected financial consumer can be compensated for the damages“Noval said.
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Among the failures, it stands out that users could not log in to the Bancolombia App or use the virtual branch.
This investigation had already been hinted at by financial superintendent César Ferrari: “They have assured us that this will be recovered quickly and I hope that happens. In any case, that does not prevent Let’s continue along the lines of banking supervision, regarding things that should not happen again.. “This implies that measures be taken from the bank, which will be supervised by us so that, effectively, these issues do not occur again in the short term.”
Even the president of Bancolombia, Juan Carlos Mora, said, in dialogue with EL COLOMBIANO, that the financial entity is willing to compensate the damages caused to its clients as a result of technical failures.
Mora assured that It is very difficult to quantify the losses that customers incurred during those three daysHowever, he assured that “if at any time we have caused damage, we will evaluate and make the corresponding resurgence, if there are places. In the case of clients who had to pay Bancolombia itself, they could have a longer period”.
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The manager assured that the company has permanent communication with the Financial Superintendency, “When we have a problem with any of our channels and services, we communicate with them, we explain what is happening. and that communication is totally permanent, clear and open.”
What happened to the Bancolombia App?
Mora revealed that The fall was caused by a problem in the main Bancolombia system in Medellín that was experienced early Monday morning during scheduled maintenance, and that was aggravated by a simultaneous problem with the backup system located in Bogotá.
Mora reported that these two difficulties coincided, “which is very rare for it to happen, it was a bad coincidence.” Therefore, on Monday they had unavailability in the Bancolombia app, but the rest of the channels were available.
For now, Neither Bancolombia nor the Superintendency have informed how affected clients can proceed with their claims. Although it is assumed that in the first instance they should verify that they could not make payments or transfers through a channel other than the application, since the bank had ATMs, banking correspondents and physical branches available.
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