Problems solved for Banca Sella. The historic bank based in Biella, Piedmont, also owns the online bank and payment app Hypeannounced that it had identified the cause of the slowdowns and interruptions in access to online services which had caused inconvenience to its customers starting last Monday.
Sella today, with 450 years of history, is the largest private and independent Italian banking group, with over 5 thousand employees in 7 countries and 300 branches throughout Italy. Within the Group there are 6 banks, of which 4 in Italy – Banca Sella Holding, Banca Sella, Banca Sella Nord Est – Bovio Calderari and Banca Patrimoni Sella & C., specialized in private banking – and one abroad, Sella Bank in Switzerland.
Let’s see what happened and what new can be done with Sella current accounts.
Banca Sella blocked and Hype on tilt: problems solved
Late in the evening of Thursday 11 April, Banca Sella announced that it had solved problems accessing online accountswhich have made it impossible for its customers to carry out a whole series of operations in the last 4 days.
“The latest slowdowns and interruptions in online services (apps and Internet banking) have also been resolved. The technicians have restored full operation of the services that had experienced problems due to an internal IT problem, found following an update of the operating system and firmware which took place last weekend and which had led to a situation of instability. Further tests are underway by technicians” explains Banca Sella when asked by QuiFinanza on the matter.
Online services down: what happened
But what happened? Banca Sella itself had clarified that the interruptions to access to online services, such as the Sella app, Sella Invest app, Internet Banking and Smart Business Sella, occurred after some updating activities of IT systems and applications. Technicians worked constantly, in collaboration with external service providers including Oracle, to restore full operations.
However, it should be noted that banking services – account balances, movement lists, card availability, etc. – have continued to function regularly, since slowdowns and access difficulties have affected exclusively online channels.
In the 4 days of disruption, customers were still able to continue carrying out their banking transactions in branches: while waiting for the complete resolution, the opening hours were in fact increased, continuing until 4.30pm for cash operations and until 6pm for payment transactions on opening days. Customer support also remained fully available, albeit with some slowdowns given the high number of requests, both for operations and to receive more information.
Is Banca Sella safe?
Sella also assured that There were no data security issues of its customers.
In any case, the same bank always invites you to lend Beware of scam attempts online or on the phone and carefully check the content of SMS notifications to authorize operations. This is because it often happens that, precisely in conjunction with poor services on the part of operators, fraudsters exploit the moment to steal personal data and information not by directly attacking the banks’ IT systems, but by bombarding customers with messages and phone calls.
As regards the solidity of the credit institution – the so-called CET1 Ratio required by the regulation is 7% – the Banca Sella indicator is equal to 19.27%. Banca Sella is therefore to be considered one solid bank.
All operations available again
The account balance on online services became available again for all customers as soon as operations and access to online services were restored, namely the Sella app, Internet Banking, Smart Business Sella: it is now possible to independently see the account balance and the last movements, which, if not already present, will be progressively accounted for in your movement list.
POS and e-commerce work normally. However, there have been delays in crediting POS and e-commerce transactions carried out in recent days. The credits will be progressively regularized on the first possible value date.
As for the bank transfers received within the 4 days of disruption, they will be correctly credited to the account.
Even the recurring payment transactions, such as booked transfers, outgoing transfers, CBILL and PagoPA payments, are restored. The bank will however notify you in case of further delays in the accounting phases.
It is possible to operate on trading platforms, such as Sella XTrading and Sella Trader, with the usual authentication methods. If you use the “Token code” mode, you can generate it directly from the home screen at the top left of the Sella Trader app.
What to do if there have been delays in bank transfers
Sella also clarifies that it is It is possible to request a declaration certifying a delay in bank transfer operations.
This can be done by requesting a declaration from the branch or customer service attesting to any delay in sending the request and/or payment order. The declaration can certify that the delay is not attributable to the payer, provided he presents the funds, but to technical problems of the bank.
How to request a refund
The Sella group, in apologizing for the disservice and inconvenience caused, assures from now that all situations will be evaluated and will reimburse customers who have suffered any damage caused directly by the technical problems of these days.
All updated information is always on the official channels of Banca Sella and Hype, including the website, the Sella app and the social pages.
How to file a complaint
If you still want to forward a complaintyou can connect to the official Banca Sella website and use the appropriate online form for complaints, or write:
- via e-mail to [email protected]
- via e-mail to the PEC address [email protected]
- by letter to the address Complaints Office – Piazza Gaudenzio Sella 1 – 13900 Biella
- via fax to the number 015.2433983.
The Bank will respond as soon as possible and in any case by:
- 15 working days from receipt if the complaint concerns the provision of payment services (cash deposit and withdrawal, payment transactions and bank transfers, disputed charges on debit cards and credit cards, unauthorized Sepa direct debits, issuing of payment instruments , etc.)
- 30 days if the complaint relates to defects in IT systems, including websites and mobile applications, in terms of accessibility
- 45 days if the complaint relates to the exercise of insurance brokerage activity
- 60 days if the complaint relates to banking and financial services (e.g. current accounts, mortgages, personal credits…) or investment services.
