HSBC customers unable to access online banking for second day

5 January 2016

HSBC customers have been left frustrated after being unable to access their online accounts for a second day running.

The bank says a “complex technical issue” has resulted in all personal current account customers being unable to access their online banking, although they’re still able to use the HSBC app.

It adds that business customers may also be suffering from “reduced capability” – essentially a slower running service – when using their online banking or accessing it via the HSBC app.

HSBC wouldn’t tell us how many people are affected by the problem, or when it would be fixed. It does, however, say it "will ensure customers do not lose out” and adds that “any fees customers incur as a result of this outage will be waived”.

So ensure you record any fees incurred, as you may need to reclaim these at a later stage.

I’m a HSBC customer. Can I still make and receive payments?

HSBC says customers can still use their debit and credit cards, while any payments, direct debits or standings orders scheduled to go in or out of your account will continue to do so as normal. 

It adds that you can also make payments and view your balance by calling in or by going into a branch. See HSBC’s website for a list of contact numbers for telephone banking.

Unhappy customers

HSBC customers have been taking to social media to vent their frustrations. One customer, @OanaBaetica, tweeted today: “@HSBC_UK_Help online personal banking hasn't worked yesterday and still not working now ☹”

Another, @coombe49, tweeted: “@HSBC_UK A pathetic service two days without inter bank, local branches closing, time to go elsewhere.”

Customers of HSBC’s sister banks, First Direct and M&S Bank, are unaffected.

What does HSBC say?

John Hackett, HSBC's UK chief operating officer says: "Our customers continue to have issues with HSBC online and mobile banking. We profoundly apologise for any inconvenience this has caused.

"There is a complex technical issue with our internet banking systems, and our IT team has been working non-stop since yesterday morning to find a solution. We are getting closer to solving the problem, but are not there yet. We can, however, confirm this is not a cyber-attack or any other malicious act.”


*Update: 6 January 2015: HSBC today says its technical problems are now resolved. John Hackett, HSBC's UK chief operating officer says: “All business and personal internet banking has been operating at full capacity and customers have been able to log on since Tuesday evening 5 January.”

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