HSBC’S online banking and app has gone down leaving thousands of customers unable to access their accounts.
Customers are complaining of issues with their mobile and online banking, as well as logging in.
According to DownDetector, more than 6,000 people are reporting issues with their HSBC accounts this morning.
According to the site, 67% had issues with their mobile banking, and 20% with logging into their mobile account.
It looks like the issues began first thing today at around 8.20am.
Angry HSBC customers are taking to social media to highlight the service issues.
One said: “It seems to be down no official word from HSBC as of yet but loads of people are having the same problem with this.”
Another furious customer added: “@HSBC_UK your app service is not working, it states service unavailable and multiple people have reported it.”
A third commented: “Not sure yet but it seems to be a across the board problem I’ve got it too no official word from HSBC yet.”
“@HSBC_UK app is down and I need access!! When will it be fixed please?”, asked another.
In response to customers, the bank’s official Twitter/X account said: “We’re really 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 authorise online card purchases via SMS.”
Customers of First Direct, which is also owned by HSBC, have not complained of any issues.
Can I claim compensation for the outage?
Banks don’t have to pay out compensation to customers if there has been a drop in service, unlike how telecoms companies have to.
But if you have incurred costs as a result of service issues, it’s likely you could get your money back.
How to check if your bank is down
THERE are a few different ways to find out if your bank is experiencing an outage.
Senior consumer reporter Olivia Marshall explains how you can check.
If you’re trying to send money to someone, or you just want to check if you have enough cash for a coffee, finding your online banking is down can be a real pain.
Most banks have a dedicated news page on their website to show service problems, including internet banking, mobile apps, ATMs, debit cards and credit cards.
You can also check on any future work they have planned and what it might mean for you.
Plus, you can check websites such as Down Detector, which will tell you whether other people are experiencing problems with a particular company online.
For example, if a bill payment didn’t go through as a result of an outage and you’ve been charged a fee for missing it, you should be able to claim that money back.
If your credit rating has been affected by a service outage, because you got a late payment fee after being unable to make a transaction, for example, you should also keep a record of this.
If you spoke to anyone to try and resolve the problem, make a note of their name and when you spoke to them, as well as roughly what you discussed and what they advised you to do.
You can find out more details about how to complain on the bank’s website.
It is worth gathering evidence of your problems so you can make a formal complaint to the bank directly.
What happens if my bank refuses to compensate me?
If you’re unhappy with how the bank dealt with your problem, you can contact the free Financial Ombudsman Service (FOS).
It is an independent body that will consider the evidence you present and make a fair decision about the action a bank should take.
The FOS can usually get involved 15 days after you’ve raised concerns with the bank.
In the case of an IT system outage at a bank, the FOS says any compensation depends on your circumstances and whether you lost out as a result.
If it thinks you did, it has the power to tell the bank to reimburse any fees, charges, or fines you were hit with, for example, if you were unable to make a payment on a credit card bill or to your mortgage provider.
It could also tell a bank to pay you for any money you didn’t receive, such as interest, if you weren’t able to pay money in.
If your credit score was affected, it may tell the bank to correct your credit file.
The FOS might also tell the bank to reimburse you for any extra costs you had to make, such as phone calls or trips to your local branch, as well as a payment for any inconvenience it caused.
Do you have a money problem that needs sorting? Get in touch by emailing money-sm@news.co.uk.
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