HSBC app down: thousands of customers unable to access accounts.

According to The Sun: Thousands of HSBC customers are facing issues with the banking app.

Over 4,000 people reported problems through monitoring on DownDetector.

Some users are receiving error messages and cannot see their account balances.

Customers are reporting difficulties accessing their account balances.

Others are facing the inability to make payments and access their accounts.

 

“Please help me. Urgent payment that needs to be made – when can I expect the app to be working again?”

 

“What’s up with the @HSBC_UK mobile business app? None of us can access our account.”

 

“@HSBC_UK Your mobile app and online services are down, and online payments I make are being declined. What’s going on?”

Another user expressed their concerns:

“What’s going on with my mobile banking right now I was expecting money in I’m going on holiday and the app is having issues.”

HSBC issued a statement on social media confirming the existence of the problem.

The statement noted:

“We understand some customers are having issues accessing banking services right now.”

 

“We’re really sorry and are investigating as a matter of urgency.”

 

“We will share an update as soon as possible.”

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The problem likely began today before 11 a.m.

Reports on Downdetector peaked around 11:30.

Most people noted difficulties with mobile banking, but there were also reports of issues with online banking.

A similar outage occurred in February when about 1,700 people reported difficulties with online and mobile banking, many of them complaining about the inability to log into their accounts.

What to do if you can’t access your money

If you cannot access your money and it's urgent, here’s what you should do:

• Visit your local branch as soon as possible.
• If you can’t get there or it’s closed, call the bank and find out what to do.
• If you are calling the bank and lines are busy, try to reach out to the bank through social media, but do not share your banking details publicly.
• Try to resolve the issue on the same day it arises to demonstrate that you took all possible measures.
• If you still cannot access your money, start gathering evidence for filing a complaint.

Can I claim compensation for outages?

Banks are not obligated to compensate customers for outages or technical issues.

On the other hand, you may have the right to a refund depending on how serious it impacted you as a consumer.

To file a claim, you need to provide evidence of how the outage negatively affected you, including any additional costs.

This may relate, for example, to penalties for late payments.

Remember when exactly you could not access services, as well as the names of those you communicated with in the company affected by the outage.

More detailed information on how to file a complaint with HSBC can be found on their website.

If Lloyds does not resolve your complaint, you can contact the Financial Ombudsman Service (FOS).

This independent organization will resolve your issues based on what it considers “fair and reasonable” depending on the circumstances of the case.

The service may resolve your issue by phone, email, or mail, depending on what is more convenient for you.

In the case of IT system outages at banks, FOS notes that any compensation you may receive will depend on your circumstances and whether you lost money as a result.

If FOS decides that the bank is at fault, you may receive compensation for any fees, expenses, or penalties.

Issues with banking apps can significantly impact customers' ability to manage their finances. HSBC customers facing difficulties should be prepared that technical disruptions may occur and know how to act in such situations. Undoubtedly, the bank's prompt response and its willingness to assist can alleviate customers' concerns and minimize negative repercussions.