Core Banking Updates

Core Banking System Upgrade

April 4, 2023April 6, 2023

Dear Valued Customers,

We would like to inform you that from 11:45 pm on Friday, 7 April 2023, to 11 am on Wednesday, 12 April 2023, during the gazetted holidays, KBZ Bank will be implementing a core banking system upgrade. 

At KBZ Bank, we are committed to providing you with the best banking services possible. We believe that this core banking system upgrade will greatly enhance our services and improve your banking experience.

However, we regret to inform you that during this period –

■ all KBZ Bank online banking (iBanking and mBanking)
■ debit and credit card services 
■ some ATM and KBZPay services – will not be available.

Please refer to the visual below for the list of impacted and available services during the period of the core banking system upgrade. 

Please refer to the FAQs below which contain detailed information about the core banking system upgrade.

We will inform customers in a timely manner once services are restored. 

Please note that KBZ Bank employees will not contact any customers to solicit any personal information. We encourage you to beware of fraudsters asking for KBZPay OTP codes, passwords and personal information.

We apologize for any inconvenience this may cause and appreciate your understanding during this important core banking system upgrade.

Impacted and Available Services During the Core Banking System Upgrade

Services
Availability Overview
7th April8th April9th April10th April11th April12th April
BranchesOpenGazetted HolidayGazetted HolidayGazetted HolidayGazetted HolidayGazetted Holiday
KBZ Call Center24/724/724/724/724/724/7
KBZ Mobile/Internet BankingAvailable until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
Debit Cards (POS Payment, E-commerce Payment)Available until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
Credit Cards (Other Bank's POS Payment, E-commerce Payment)AvailableAvailableAvailableAvailableAvailableAvailable
Credit Cards (Repayment)Available until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
Prepaid Cards (POS Payment, E-commerce Payment)Available until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
ATM Withdrawal (KBZ Bank Card)Available until 11:45 PMUnavailableUnavailableUnavailableAvailableAvailable
ATM Withdrawal (Other Bank Cards)AvailableAvailableAvailableAvailableUnavailableAvailable by 11:00 AM
POS Machine (KBZ Bank Card)Available until 11:45 PMUnavailableUnavailableUnavailableAvailableAvailable by 11:00 AM
POS Machine (Other Bank Cards)Available until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
KBZPay Services
Other KBZPay Services (Top Up, Transfer, KBZPay Market, Scan Payment, Gift Cards, Mini Apps etc.) Available Available Available Available Available Available
KBZPay Bank Account Balance QueryAvailable until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
KBZPay Bank Transfer (Cash in/Cash out)
Available until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
KBZPay Bank Account Linkage Available until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
KBZPay QuickPayAvailable until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
KBZPay BillPaymentAvailable until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
Exchange RateAvailable until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
KBZPay MPU Cash in (KBZ Bank Card)Available until 11:45 PMUnavailableUnavailableUnavailableUnavailableAvailable by 11:00 AM
KBZPay MPU Cash in (Other Bank Cards)Available Available Available Available Available Available
KBZPay ATM CashoutAvailable until 11:45 PMUnavailableUnavailableUnavailableAvailable Available

Our organization’s primary banking operations are performed through a computer software known as the core banking system. The core banking system is responsible for processing various banking transactions such as deposit processing, loan payment processing, loan history tracking, maintenance of customer information, statement creation, as well as maintaining our online and mobile banking services, among other functions.

Banks all over the world typically implement a core banking system every few years to utilize the latest technology to serve customers better and offer new, innovative services. We initiated our core banking system project a while ago as part of our ongoing digital transformation journey. We will be upgrading our core banking system to better serve our customers, and to offer more technology-enhanced products and services in the future.

The upgrade will take place from 11.45pm on Friday, 7 April 2023, to 11am on Wednesday, 12 April 2023. We will keep you updated if there are any changes to the timeline.

During this period of the system upgrade, all KBZ Bank online banking (iBanking and mBanking) as well as debit and credit card services will be temporarily unavailable. Some ATM and KBZPay services will also be unavailable during this period. Please also note our branches will be closed from 8 to 17 April 2023 due to the gazetted holidays.

Please be assured that our team is working tirelessly to minimize the downtime and complete the upgrade as quickly as possible. We will inform customers in a timely manner once services are restored. Please note that KBZ Bank employees will not contact any customers regarding the core banking system upgrade or to solicit any personal information.

During this period of the system upgrade, some ATM and KBZPay services will be available. Please refer to the visual on this webpage for the list of impacted and available services during the period of the core banking system upgrade.

You will not be able to purchase mobile top-ups and packs using KBZ mBanking during the system upgrade period. However, you will be able to make such purchases using your KBZPay account.

To ensure that you are prepared ahead of the system downtime, we recommend that you take the following steps:

Schedule your transactions before the system downtime: Please schedule any necessary transactions, such as bill payments, fund transfers, or loan repayments, before 7 April 2023. This will help you to avoid any inconvenience and ensure that your transactions are processed in a timely manner.

Managing Finances: Please make sure to have properly managed your personal and business finances ahead of the system downtime. As certain ATM services may be temporarily unavailable, ensure you have sufficient cash available to cover any expenses throughout the core banking system upgrade period or use our mobile wallet, KBZPay.

Top up funds into your KBZPay account: During the period of the core banking system upgrade, KBZPay customers will be able to perform fund transfers, QR payments and cash-out transactions from agent shops as usual. KBZPay customers will be able to cash-in funds into your wallet using other MPU cards during the system downtime period.

Yes, your scheduled payments may be affected by the system downtime. We recommend that you make any necessary payments ahead of the system upgrade period.

There will be no changes in the m/iBanking application and customers can continue using the current version. 

Yes, your account information will be safe during the system upgrade. KBZ Bank has taken all necessary measures to ensure that your information is secure.

We would like to assure you that your funds will remain secure and unaffected throughout the system upgrade and beyond. 

During the system update, our branches will be closed and access to your accounts via KBZ iBanking and mBanking will be unavailable. We request that you plan ahead for payments and transfers before the system upgrade and to conduct your personal and business finance matters ahead of time, including to ensure you have the funds you need.

There will be no changes in bank account numbers. 

There will be no changes in CIF (Customer ID).

The system upgrade will not impact your accounts or financial activities.

Yes, your login credentials will stay the same.

Yes. You will be able to continue using all of the services offered by KBZ Bank after the system upgrade.

No. The interest earned on deposit accounts will not be impacted and you will be able to receive the interests as usual.

During the core banking system upgrade,  customers will not be able to  use the auto debit repayment and QuickPay repayment for credit cards.

Remittance transactions will be paused during the period of the system upgrade. The transactions will be processed following completion of the system upgrade.

No, there will be no change to your account transaction history after the system upgrade.

Card withdrawals at ATMs will be unavailable. KBZPay customers can make a cardless withdrawal at ATMs during the system upgrade period, except on 11 April 2023. Alternatively, KBZPay customers can cash-out at KBZPay agent shops.

There will be no security concern during the upgrade. KBZ Bank will NEVER (NEVER) ask for the customers’ personal information such as username, password, OTP/PIN. In order to avoid the fraudulent and misinformation, customers are required to keep their personal information safe. 

If you have any doubt, please reach out to KBZ Call Center 09-951018555; available 24/7.

Note : Please note that the dates provided for the Core Banking Update, scheduled from 7th April 2023, 11;45PM to 12th April 2023, 11:00AM, are estimated and subject to change. KBZ Bank will make every effort to minimize the impact on our customers during the Core Banking system update. Thank you for your understanding.