Many HSBC customers in the UK found themselves unable to access their online and mobile banking services earlier today.
Reports of technical issues began surfacing around 3:10 PM, leaving users frustrated as they struggled to log in or complete transactions.
The disruption quickly gained attention, with Down Detector recording over 1,700 complaints in just over half an hour.
Widespread Impact Across the UK
The outage appeared to affect both online and mobile banking, with a significant number of users unable to log in.
Some customers took to social media to vent their frustration, with one writing, “Give me my money!”
HSBC acknowledged the problem but did not provide details on what caused the sudden disruption.
By 3:45 PM, reports of issues peaked, though the number of complaints gradually declined after 4:00 PM.
As of 4:45 PM, Down Detector showed 245 remaining reports, indicating a slow resolution.
According to the data, 46% of affected customers experienced problems with mobile banking, 42% with online banking, and 12% struggled with their login process.
HSBC Responds to Customers
In response to the outage, HSBC issued a statement apologizing for the inconvenience.
A spokesperson assured customers that the bank’s teams were actively investigating the issue.
They also clarified that debit and credit card transactions, digital wallets, and ATMs were functioning as usual.
Customers were advised to authorize online card purchases through SMS in the meantime.
On X (formerly Twitter), HSBC posted: “We’re working hard to fix an intermittent issue with Mobile and Online Banking services. We’re really sorry, please check back for updates.”
Despite this reassurance, many customers continued to express their frustration online, with one user commenting, “Trying to log on to online banking.
Not getting beyond enter your username. Trying mobile app – service not available.”
Another wrote, “Disgusting that the mobile banking app is down.”
Can You Get Compensation?
Unlike telecom providers, banks are not required to compensate customers for service disruptions.
However, if the outage caused financial losses—such as missed bill payments leading to fines—you may be able to claim reimbursement.
Keeping detailed records of any issues, including conversations with bank representatives, can be helpful in filing a complaint.
HSBC customers experiencing financial loss due to the outage can submit a formal complaint through the bank’s website.
If the response is unsatisfactory, the case can be escalated to the Financial Ombudsman Service.
This independent body will review the evidence and decide whether HSBC should reimburse affected customers.
However, there is no guarantee that lost money will be recovered.
What’s Next?
While HSBC has not provided a timeline for a full resolution, the number of reported issues is gradually decreasing.
Customers are encouraged to check HSBC’s official channels for updates.
If you’re still experiencing issues, keep a record of any problems and expenses to strengthen your case if compensation is needed.
For now, HSBC users will have to wait and hope the bank swiftly restores full access to online and mobile banking services.
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