HSBC customers had trouble logging into their mobile banking to access accounts and pay bills following IT problems at the bank.
The technical issues started at around 7am this morning, but HSBC confirmed services are back up and running as normal now.
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The issues started at around 7am this morning according to DownDetector, with 47% of customers reporting problems with their mobile banking, 28% about online banking access, and 25% having trouble logging in through their mobiles.
The area most affected appeared to be London, with Norwich, Brighton, Manchester and Hull hit too.
Furious customers took to social media to ask HSBC about the crash.
“@HSBC_UK cannot log in to my banking app is there problems again? Payday and I can’t do anything at all,” said one customer.
While another tweeted: “@HSBC_UK Any update on when your app will be operational! Seems very bizarre that you have known issues for over 24 hrs and you still have not communicated to your customers!”
Some have been told by their apps to change their passcodes to get in – only to be locked out.
“@HSBC_UK is your banking app down this morning? Had to set a secure passcode now it won’t let me log in…..?” one customer tweeted.
HSBC has been replying to customers on Twitter saying that an IT incident is causing access issues.
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Its customer services account on Twitter replied to one customer: “We have identified an IT incident impacting Mobile Banking. I am extremely sorry for any inconvenience.
“I assure you that our technical department is aware of the issue, and they are working hard to fix this.”
A HSBC spokesperson said: “An earlier issue which resulted in some customers not being able to access Mobile Banking services has been resolved, and all our customers should be able to log on as usual.
“Identified shortly after 7 am this morning, and service was restored shortly after 9 am. We apologise to those customers impacted.”
HSBC customers aren’t the only ones who have been left locked out of their accounts because of bank crashes recently.
NatWest and RBS banking apps went down earlier this month, leaving hundreds of customers unable to log in to their accounts.
Nationwide customers were unable to make payments and reported missing wages yesterday after the bank ran into technical difficulties as well.
It marked the latest in a series of recent outages, with customers unable to send or receive payments on Christmas Eve and New Year’s Eve.
Can I claim compensation for an online banking outage?
There’s not automatic right to compensation like there is with other services, like telecoms.
You can make a complaint to your bank if you think you’re owed money because of an outage, for instance if you couldn’t pay a bill on time and were charged a fee as a result.
Each bank has it’s own complaints procedure and you’ll need to show evidence of how the tech issues affected you.
You can then complain to HSBC, either in your local branch, or by using this complaints form.
You will need to think about how much you expect in compensation, and when you expect to receive it.
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