The Carbon Bank app has been a convenient and reliable platform for customers to carry out their banking transactions smoothly. With its user-friendly interface and advanced security features, it has gained popularity among our valued users. However, in our pursuit to continue to provide uninterrupted services and excellent service delivery, we encountered an unexpected disruption that caused inconvenience to our customers.

A fortnight ago, we announced a scheduled maintenance of our platform. The scheduled downtime of the Carbon app served a crucial purpose in ensuring the long-term stability and security of your transactions. During this period, we performed essential maintenance and updates to improve the overall performance and resilience of our system. It was imperative for us to address any underlying issues and implement necessary enhancements that will allow us to serve you better in the future.

During this period, several services within the app were temporarily affected for a longer period than we had announced. This wasn’t expected, as it hindered the smooth flow of transactions. We understand how crucial it is for our customers to have uninterrupted access to their accounts and perform banking activities seamlessly. Therefore, we deeply regret the inconvenience caused during this period. 

The unavailability of these services not only hindered customer transactions but also affected the overall banking experience. Customers were unable to access their accounts, initiate transactions, manage their finances conveniently, apply for a loan or liquidate their matured savings.

Upon noticing the issues, our team worked tirelessly to address the service disruption and restore normal functionality to the app. Firstly, we identified the root causes of the issues and prioritized them based on their impact. Then, our engineers and product managers collaborated closely to implement necessary fixes and optimizations.

Next, extensive testing and verification were conducted to ensure the stability of the system. We conducted rigorous tests, simulating various user scenarios, to ascertain that all services were functioning as expected without compromising security. 

During the downtime and service disruption, we received a number of enquiries and complaints from customers across various channels regarding the issues they had experienced and whether their funds were safe. Whilst we understand that our customers had concerns and questions regarding the impact on their transactions and the availability of our services, it is important to reiterate that at no point were customer funds in danger or unsafe. 

To ensure effective communication and allay the fears of our customers, we implemented multiple channels for customer engagement. Our dedicated customer support team was available throughout the entire service disruption which we acknowledge has caused some significant inconveniences and were committed to swiftly resolving any issues you encountered.

In addition to these channels, we also utilized emails, and our app to keep you informed. Regular updates regarding the progress of the restoration process were shared through push notifications and emails. This allowed us to reach a wider audience and keep you updated on the latest developments.

We sincerely appreciate your patience and understanding throughout this process. Your support and cooperation have been invaluable to us. We understand the importance of uninterrupted services and customer satisfaction and promise to continue to strive for excellence and impeccable service delivery which is what Carbon is known for.

Now that the app has been fully restored with all services working perfectly, we encourage you to resume using it for your banking transactions. Our team is committed to providing you with efficient and secure services. We apologize again for any inconvenience caused and assure you of our commitment to ensuring a smooth experience going forward.

Thank you for your understanding, and we greatly value your continued trust in Carbon.