Today’s article marks A Tale of User Blame, Miscommunication, a Bug Fix, and the Essential Need for a Strong QA Team.

Navigating the digital landscape of modern banking platforms can be challenging, even for the tech-savvy among us. Recently, I encountered a bug within a well-known digital banking app, which led to an even more perplexing maze – their customer support. This personal experience sheds light on the issues encountered by users and further emphasized the significant role a proactive Quality Assurance team plays in mitigating such situations, sparing users the trouble of handling the issues themselves.

The Bug and The Initial Interaction with Support

I encountered an unexpected error while attempting to add a new counterparty on the platform using Safari. Despite the suggested solutions from the platform’s support team – that there was an extra ‘I’ at the end of the IBAN or an issue with the browser – the problem persisted, making it difficult to perform tasks on said platform while I was using Safari. The issue did not occur on other browsers.

It’s essential for digital platforms to ensure cross-browser compatibility, given the variety of browser choices users have today. Ensuring such compatibility can help prevent issues like the one I experienced. Simply offering the choice of changing browsers or putting the blame on a ‘faulty browser’ does not solve the problem.

The Support Team Misdirection and the Role of QA

As I have mentioned above, the initial response from the support team leaned towards attributing the issue to the user, rather than acknowledging the potential for a bug. This response signals the gap in their processes, and, perhaps, the lack of well-performed software testing procedures that could have identified the bug before it reached the end users. A proactive QA process could have handled and rectified this issue, preventing any user from encountering it.

A robust QA  team like ours at BQA identifies issues during the early stages of development, greatly reducing the chances of similar occurrences. My team and I have already detailed a step-by-step process on how to build a robust QA strategy in a blog post on the website.

Acknowledgment and Resolution of the Issue

Finally, the support team acknowledged the presence of a bug within their system. They assured me it would be fixed within a fortnight, and to their credit, it was addressed even sooner. This likely solved the issue for more users who have experienced the same problem but refrained from notifying the support team.

The Indispensable Role of Quality Assurance

This experience highlights the critical role Quality Assurance (QA) plays throughout the entire.  software development lifecycle. A well-resourced QA team can help save a company from the potentially hefty costs, loss of time, and reputational damage caused by software bugs.

By implementing the right tools and methodologies, a QA team can streamline processes, catch bugs early, and significantly enhance the overall quality of a product.


While the issue was eventually resolved, the experience underscored the essential need for effective customer support and a robust QA process. It is crucial for companies to acknowledge that bugs can and will occur, and the focus should be on preventing them from reaching the user in the first place.

My experience with this digital banking platform serves as a reminder for all tech companies: quick responses that blame the user are not the hallmark of effective problem-solving. Rather, a solid QA process through all the stages of the software development life cycle, thorough investigation of reported issues, and transparent communication with customers should be the cornerstone of any tech company’s strategy.

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