HSBC’S online banking and app has fallen causing thousands of customers to lose access to their accounts.
Customers complain about problems with mobile banking, online banking and logging in.
According to DownDetector, more than 6,000 people have reported problems with their HSBC accounts this morning.
According to the site, 67% had problems with mobile banking and 20% with logging into their mobile account.
It appears the problems started around 8:20am today.
Angry HSBC customers are taking to social media to highlight the service issues.
One said: “It doesn’t seem like there’s been any official word from HSBC yet, but a lot of people are having the same problem.”
Another angry customer added: “@HSBC_UK your app service is not working, it says service unavailable and multiple people have reported this.”
A third commented: “I’m not sure yet but it seems to be a common problem. I’m having the same issue and there’s been no official word from HSBC yet.”
“The @HSBC_UK app is down and I need access!! When will this be fixed please?” asked another.
In a response to customers, the bank’s official Twitter/X account said: “We are very sorry that some customers are having issues accessing personal online and mobile banking.
“Our IT teams are working hard to get these services back to normal. You can still authorize online ticket purchases via SMS.”
Customers of First Direct, which is also owned by HSBC, have not complained of any problems.
Can I claim compensation for the power outage?
Banks do not have to pay compensation to customers if services have declined, unlike telecom companies.
But if you incurred costs due to service issues, there’s a good chance you’ll get your money back.
How to check if your bank is bankrupt
There are several ways to find out if your bank has a problem.
Senior consumer reporter Olivia Marshall explains how to check.
If you want to send money to someone or just check if you have enough money for a cup of coffee, it can be annoying if your online banking isn’t working.
Most banks have a dedicated news page on their website to report service issues, including online banking, mobile apps, ATMs, debit cards and credit cards.
You can also see what future work they have planned and what this could mean for you.
Additionally, you can check out websites like Down Detector, which will tell you if other people are experiencing problems with a particular company online.
For example, if a bill payment was unsuccessful due to a glitch and you were charged for missing it, you should be able to claim that money back.
If your credit rating has been affected by a service outage, for example because you received a late payment penalty after being unable to complete a transaction, you should also keep a record of this.
If you spoke to someone to resolve the issue, write down that person’s name and when you spoke to that person. Also make a general note of what you discussed and what he or she advised you to do.
More information about how to file a complaint can be found on the bank’s website.
It is worth gathering evidence of your problems so that you can make a formal complaint directly to the bank.
What happens if my bank refuses to reimburse me?
If you are not satisfied with the way the bank has handled your problem, you can contact the Financial Ombudsman Service (FOS) free of charge.
It is an independent body that assesses the evidence you present and makes a fair decision about what action a bank should take.
The FOS can usually intervene 15 days after you report your concerns to the bank.
In the event of an IT system failure at a bank, the FOS states that any compensation you may receive will depend on your circumstances and whether you have suffered damage as a result.
If it believes this is the case, it has the power to tell the bank to refund any fees, charges or penalties, for example if you were unable to make a payment on a credit card statement or to your mortgage lender.
It can also tell a bank to pay you for money you haven’t received, such as interest, if you are unable to deposit funds.
If your credit score has been affected, the bank may need to correct your credit file.
The FOS may also order the bank to reimburse you for any additional costs you have incurred, such as telephone calls or trips to your local bank branch, as well as compensation for any inconvenience this has caused.
Do you have a money problem that needs solving? Get in touch by emailing money-sm@news.co.uk.
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