FSC: Cathay United Bank APP Anomaly Draws Over 400 Complaints, Report Due by April 21
Taiwan's Financial Supervisory Commission (FSC) has requested Cathay United Bank to submit a report by April 21 regarding an APP system anomaly on April 10. The issue, caused by a load balancer problem leading to 99% CPU usage, resulted in slow transactions and over 400 customer complaints. The bank has been urged to prioritize customer rights and plans to upgrade its load balancing equipment.
📋 Article Processing Timeline
- 📰 Published: April 14, 2026 at 20:43
- 🔍 Collected: April 14, 2026 at 21:01 (18 min after Published)
- 🤖 AI Analyzed: April 15, 2026 at 17:43 (20h 41m after Collected)
Taipei, April 14 (CNA) The Financial Supervisory Commission (FSC) announced today that Cathay United Bank's mobile app experienced slow transaction speeds on April 10, leading to over 400 customer complaints. The bank had reported the incident as a major event on the same day. Preliminary investigations suggest the issue stemmed from a faulty load balancer, causing CPU usage to peak at 99% and resulting in transaction delays. The FSC and the Financial Ombudsman Institution have also received complaints, and the bank is required to submit an investigation report by April 21.
On April 10, users attempting to log into Cathay United Bank's online banking and app were met with a message indicating high user traffic, requiring them to wait before accessing the system. Cathay United Bank stated that emergency measures were initiated, and services were gradually restored, with traffic being diverted to manage the load.
Wang Yun-chung, Deputy Director-General of the FSC's Banking Bureau, explained at a regular press conference that after customers log into online banking, their requests pass through a load platform to an information cloud platform. The platform then processes these requests and forwards further demands to the backend. The problem primarily lay with the load balancer, which reached its limits in distributing traffic, leading to the waiting situation.
Wang Yun-chung noted that while the system did not completely crash, many transactions were delayed. According to Cathay United Bank's statistics, the impact lasted from 9:31 AM to 2:30 PM on April 10. During this period, transactions were still ongoing, but the success rate ranged from over 70% to over 90%. Affected services included foreign exchange and settlement. The bank has handled these issues appropriately and has been instructed that its top priority is to protect customer rights. If customer rights are harmed, the bank must do its utmost to resolve the issues for customers.
Wang Yun-chung stated that Cathay United Bank reported the major incident on April 10 and is continuously clarifying the cause. A detailed investigation report is due by April 21, and the bank plans to update its load balancing equipment as soon as possible to prevent recurrence.
Regarding the scope of the app anomaly's impact, Wang Yun-chung explained that it is currently difficult to estimate. However, the bank has received over 400 customer complaints and has issued urgent announcements to inform users and mitigate the impact. The FSC and the Financial Ombudsman Institution have also received complaints and will process them accordingly. (Edited by Yang Lan-hsuan) 1150414
On April 10, users attempting to log into Cathay United Bank's online banking and app were met with a message indicating high user traffic, requiring them to wait before accessing the system. Cathay United Bank stated that emergency measures were initiated, and services were gradually restored, with traffic being diverted to manage the load.
Wang Yun-chung, Deputy Director-General of the FSC's Banking Bureau, explained at a regular press conference that after customers log into online banking, their requests pass through a load platform to an information cloud platform. The platform then processes these requests and forwards further demands to the backend. The problem primarily lay with the load balancer, which reached its limits in distributing traffic, leading to the waiting situation.
Wang Yun-chung noted that while the system did not completely crash, many transactions were delayed. According to Cathay United Bank's statistics, the impact lasted from 9:31 AM to 2:30 PM on April 10. During this period, transactions were still ongoing, but the success rate ranged from over 70% to over 90%. Affected services included foreign exchange and settlement. The bank has handled these issues appropriately and has been instructed that its top priority is to protect customer rights. If customer rights are harmed, the bank must do its utmost to resolve the issues for customers.
Wang Yun-chung stated that Cathay United Bank reported the major incident on April 10 and is continuously clarifying the cause. A detailed investigation report is due by April 21, and the bank plans to update its load balancing equipment as soon as possible to prevent recurrence.
Regarding the scope of the app anomaly's impact, Wang Yun-chung explained that it is currently difficult to estimate. However, the bank has received over 400 customer complaints and has issued urgent announcements to inform users and mitigate the impact. The FSC and the Financial Ombudsman Institution have also received complaints and will process them accordingly. (Edited by Yang Lan-hsuan) 1150414
FAQ
When did the Cathay United Bank APP anomaly occur?
It occurred on April 10, 2026.
What did the FSC request from Cathay United Bank?
The FSC requested Cathay United Bank to submit an investigation report on the APP anomaly by April 21.