Hundreds of HSBC customers are experiencing difficulties accessing online banking services this morning, the bank has confirmed.
The issue, which started at around 7am today, has left customers unable to view their accounts or use the mobile app.
According to the outage detector DownDetector, over 300 users reported experiencing issues with HSBC’s mobile banking on February 20th.
Customers took to social media to complain about the glitch, with many stating that they can’t log on to their mobile banking app to view their balance or make payments.
In response, HSBC has advised customers to visit the bank’s dedicated web page to check the status of various services, including mobile, telephone and internet banking, and ATMs.
Furthermore, HSBC are providing updates on their Facebook and Twitter pages, and customers can also check websites like Down Detector to see if others are having issues with the bank’s online services.
If customers urgently need access to their money, they are encouraged to visit their local HSBC branch, which can be found using the bank’s store locator.
It is also reported that HSBC may cover the cost of a taxi to the nearest branch in the event of an urgent need for money, or assist customers over the phone.
The bank does not currently have a fixed compensation scheme for service disruption, but customers who have been adversely impacted by the outage are advised to gather evidence and make a formal complaint to HSBC.
If customers are unsatisfied with the bank’s resolution of a complaint, they can refer the matter to the Financial Ombudsman Service, an independent body that will review the evidence and issue a fair decision on the actions the bank should take.
