On April 29, 2025, Sumitomo Mitsui Banking Corporation (SMBC) experienced a significant system failure around 1:20 AM, affecting transactions at 50 branches and ATMs primarily located in the Kansai region, including Osaka and Hyogo Prefectures. As a result, customers have been unable to access various banking services, including cash withdrawals and deposits.
The outage has rendered 28 branches inoperable, with 18 of those situated in Hyogo Prefecture. Notable affected locations include the Nishinomiya Branch and the Koshien-guchi Branch. In addition to these branches, 22 off-site ATMs are also out of service, further complicating access to cash for customers.
As of noon on the same day, there was no clear timeline for recovery, leaving many customers in a state of uncertainty. The bank has taken steps to alleviate some of the inconvenience by establishing a temporary cash withdrawal counter at the Kobe Business Department for customers who cannot use ATMs. However, to access this service, customers must present valid identification, such as a driver's license or a My Number card.
SMBC has acknowledged the widespread impact of the outage, stating, 'We deeply apologize for the great inconvenience and concern.' The bank has also indicated that the cause of the system failure is currently under investigation.
In the wake of this incident, customers have expressed frustration. Many reported being unable to complete essential transactions, such as paying bills or withdrawing cash for daily expenses. One customer mentioned, "I didn't expect to be locked out of my account like this. It's really inconvenient, especially during a busy morning."
The situation has sparked discussions about the reliability of banking technology and the potential need for more robust backup systems to prevent similar occurrences in the future. Some customers have called for greater transparency from the bank regarding the nature of the failure and the steps being taken to resolve it.
In the meantime, SMBC is preparing for a scheduled migration to a new banking system set to take place from May 4 to May 5, 2025. However, a spokesperson for the bank clarified that this upcoming transition is unrelated to the current system failure. This statement has done little to quell customer concerns, as many are left wondering how such a significant outage could occur.
The affected branches include the Nishinomiya Branch, Koshien-guchi Branch, Amagasaki Branch, Nishinomiya Kitaguchi Branch, Koto Branch, Takarazuka Branch, Gyoganzaka Branch, Ashiya Branch, Ashiya Ekimae Branch, Nishi-Mikage Branch, Tsukaguchi Branch, Sonoda Branch, Nishinomiya City Hall Branch, Mukonoso Branch, Hyogo Prefectural Office Branch, Tenkachaya Branch, Abeno Branch, Kawanishi Branch, Kobe Business Department, Kobe City Hall Branch, Takarazuka Nakayama Branch, Irinaka Branch, Hankyu Sonobe Branch, Daiwa-Yamatokoriyama Branch, OLYVASH Branch, Hoozaki Branch, Shoro Branch, and Kin畿First Branch.
Furthermore, the off-site ATMs that are currently unusable include those at Sakura井Ekimae Branch, Imazu Branch, Frente Nishinomiya Branch, Nishinomiya Marina Park City Branch, Kurakuen-guchi Ekimae Branch, Nishinomiya Kitaguchi Ekimae Minami Branch, Nigawa Ekimae Branch, Nishinomiya Nadahama Ekimae Branch, Sumirega丘 Branch, Izumiya Kobayashi Branch, Fukae Branch, Ashiya Kitaguchi Branch, Seaside Town Branch, Nagatacho Station Branch, Nishi-Mikage Branch, JR Nishinomiya Ekimae Branch, Himeji Minami Branch, Motomachi Ichibangai Branch, Sakaemachi Branch, Kobe Trade Center Branch, Goken Branch, and Abeno Harukas Kintetsu Main Store Branch.
As the investigation into the cause of the system failure continues, customers are left to navigate the challenges posed by this unexpected disruption. Many are hopeful that the bank will provide timely updates and a clear resolution plan to restore normal banking operations.
In a world where technology plays a crucial role in daily financial transactions, incidents like this serve as a reminder of the vulnerabilities that can arise. Customers expect reliability and access to their funds, and the banking sector must adapt to ensure that such outages are minimized in the future.
As of now, the situation remains fluid, with SMBC working diligently to restore services and reassure customers. The bank's commitment to transparency and customer service will be vital in regaining the trust of its clientele during this challenging time.
