Sumitomo Mitsui Banking Corporation (SMBC) is facing significant disruptions due to a system failure that began early on April 29, 2025. The bank reported that around 1:20 AM, the failure impacted approximately 50 branches and sub-branches, primarily in the Kansai region, which includes Hyogo, Osaka, Nara, and Kyoto prefectures.
As of noon on the same day, there was no clear timeline for restoration, leaving many customers unable to access their funds or perform transactions. The affected locations include notable branches such as the Nishinomiya branch in Hyogo, the Abeno branch in Osaka, and the Yamato-Saidaiji branch in Nara. Additionally, ATMs located in various off-site locations, including the Sakur井 Station Branch in Osaka, were also rendered inoperative.
According to SMBC, the system failure has not only halted ATM transactions but has also left customers without access to internet banking services. This means that individuals with accounts at the impacted branches are unable to withdraw cash from ATMs nationwide, exacerbating the inconvenience.
To mitigate the situation for customers affected by the outage, SMBC is providing temporary cash payout services at select locations. Customers can visit the Osaka Main Branch Business Department, Kobe Business Department, and Abeno Branch, among others, to receive cash until 5 PM on April 29. Those seeking to access these emergency funds must present their cash card along with an identification document, such as a driver's license or My Number card.
In a statement, SMBC expressed its apologies for the inconvenience caused to its customers, stating, "We deeply apologize for the significant trouble and concern caused to our customers and everyone involved." The bank has confirmed that the cause of the system failure is under investigation, and they are working diligently to restore services.
Interestingly, SMBC is scheduled to undergo a system upgrade from May 4 to May 5, during the Golden Week holidays; however, they have asserted that this planned maintenance is not connected to the current system failure.
As customers navigate this challenging situation, the bank's communication and responsiveness will be crucial in maintaining trust and confidence. The incident highlights the importance of robust banking systems, especially in an age where digital transactions are increasingly prevalent.
In the wake of this disruption, customers are left questioning the reliability of banking services and the measures in place to prevent such occurrences in the future. Financial institutions must ensure that they have contingency plans and effective communication strategies to address customer concerns promptly.
As SMBC works to resolve the ongoing issues, customers will be hoping for a swift return to normal operations. The incident serves as a reminder of the vulnerabilities inherent in technology-driven banking systems and the need for continuous improvement in infrastructure to safeguard against future disruptions.
In conclusion, while the current situation poses challenges for many, the response from SMBC will be pivotal in shaping customer perceptions and trust moving forward. The banking sector must learn from such experiences to enhance service reliability and customer satisfaction.
