On April 29, 2025, around 1:20 PM, a significant system failure occurred at Sumitomo Mitsui Banking Corporation, leading to a disruption of cash withdrawals and deposits at 28 branches across the Kansai region, primarily affecting Hyogo Prefecture. The incident has raised concerns among customers and local authorities regarding access to banking services during a peak travel period.
According to reports, the failure impacted 18 branches and sub-branches in five cities within Hyogo, including the Kobe branch located in Chuo Ward, Nishinomiya, Ashiya, and Takarazuka. In addition, 22 off-site ATMs were rendered unusable, with 19 of these situated in Hyogo Prefecture. The bank's smartphone app, "Olive," was also affected, leaving many customers unable to access their accounts.
As of 11:00 AM on the same day, there was no estimated time for recovery. The bank indicated that the failure originated from one of the 16 computers that constitute its domestic exchange system. Approximately 30% of the roughly 70 branches and sub-branches in Hyogo Prefecture experienced issues, although the exact number of affected account holders remains unknown.
Sumitomo Mitsui Banking Corporation plays a crucial role in managing public funds for about 40% of the municipalities in Hyogo, including the Hyogo Prefectural Government, Kobe City, and Amagasaki City. Consequently, accounts at the prefectural office and city hall sub-branches in Kobe and Amagasaki were also impacted, but the bank has not clarified how this disruption will affect public fund revenue beyond April 29.
Staff at affected branches have been working to assist customers during this disruption. A 66-year-old man visiting the Motomachi 1st Street sub-branch expressed his frustration, stating, "I was directed to another ATM, but it’s Golden Week, and people suddenly needing cash will find it inconvenient." In response to the situation, the bank has established a temporary cash disbursement point at the Kobe branch to help customers in need.
The following branches have reported unusable accounts due to the system failure: Nishinomiya Branch, Koshien Exit Branch, Mukogawa Branch, Nishinomiya Kitaguchi Branch, Koto Branch, Takarazuka Branch, Sakasegawa Branch, Ashiya Branch, Ashiya Ekimae Branch, Amagasaki Branch, Tsukaguchi Branch, Sonoda Branch, Amagasaki City Hall Sub-branch, Musashi Tsukamoto Branch, Hyogo Prefectural Government Sub-branch, Tennouchaya Branch, Abeno Branch, Tanigami Branch, Kobe Branch, Kobe City Hall Sub-branch, Takarazuka Nakayama Sub-branch, Irinaka Branch, Hankyu Soneda Branch, Daiwa Oji Branch, Olive ASH Branch, Hoozuki Branch, Shioji Branch, and Kintetsu Daiichi Branch.
Moreover, the following off-site ATMs are also non-operational, regardless of the branch where the account is held: Sakae Station Front Sub-branch, Imatsu Sub-branch, Frente Nishinomiya Sub-branch, Nishinomiya Marina Park City Sub-branch, Kurakuen Exit Station Front Sub-branch, Nishinomiya Kitaguchi Station South Exit Sub-branch, Nigawa Station Front Sub-branch, Nishinomiya Nadahama Station Front Sub-branch, Sumiregaoka Sub-branch, Izumiya Kobayashi Store Sub-branch, Fukae Sub-branch, Ashiya Kitaguchi Sub-branch, Sea Side Town Sub-branch, Nagata Station Sub-branch, Amagasaki Nishi Sub-branch, JR Amagasaki Station Front Sub-branch, Himeji South Sub-branch, Motomachi 1st Street Sub-branch, Sakaemachi Sub-branch, Kobe Boeki Center Sub-branch, Goken Sub-branch, and Abeno Harukas Kintetsu Main Store Sub-branch.
In a separate announcement, Sumitomo Mitsui Banking Corporation confirmed that the system failure was unrelated to their upcoming transition to a new system scheduled for May 4-5, 2025. The bank's public relations representative stated, "We deeply apologize for the great inconvenience and concern this has caused our customers." This sentiment echoes the bank's commitment to resolving the issue promptly and restoring full banking services.
The incident has sparked discussions among local officials and residents about the reliability of banking systems, particularly during busy periods like Golden Week, when many individuals depend on access to cash for travel and leisure activities. As the situation unfolds, customers are encouraged to stay informed through the bank's communication channels.
In summary, the system failure at Sumitomo Mitsui Banking Corporation has disrupted banking services for numerous customers across the Kansai region, particularly in Hyogo Prefecture. While the bank works to resolve the issue, the impact on public funds and customer access remains a critical concern.
