HSBC online banking and app go down leaving hundreds locked out of accounts

HSBC online banking and app go down leaving hundreds locked out of accounts
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HSBC online banking and app go down leaving hundreds locked out of accounts
Author: Ellie Smitherman
Published: Feb, 11 2025 16:23

HSBC's online banking has gone down leaving customers unable to access their accounts. More than 1,000 customers have reported issues via the Downdetector platform, which measures outages. As of 4pm, 1,691 people had flagged problems with their HSBC online and mobile banking. Of those customers, 46% are reporting issues with the website while 42% are having trouble with the mobile app. Taking to X, formerly known as Twitter, dozens have complained they cannot get into their bank accounts.

 [HSBC UK bank sign.]
Image Credit: The Sun [HSBC UK bank sign.]

One said: "Seems like there is another issue with your mobile banking. App, personal and business bankings websites does not work? Any explanation?". Another wrote: "Please tell customers what is happening with online banking. I'm not able to log on via either app or website.". While a third posted: "Why can’t I use the app? I’m trying to make a payment and I’m unable to authorise this.". Others have reported that they are unable to make or receive payments.

"I've had payment to me rejected today and i am unable to login via App or Website," one wrote. The team have acknowledged the issue and informed customers it hopes to have it resolved soon. Posting on the X app a spokesperson said: "Service update 4:12pm: We’re really sorry that some services are currently unavailable in online and mobile banking. "We understand this is frustrating, and our teams are investigating the issue.".

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 are trying to send money to someone, or you just want to check if you have enough cash for a coffee, finding that 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. Banks don't have to pay out compensation to customers if there's been an outage or if they've experienced technical issues. But you might be entitled to some money back depending on how much the disruption affected you as a consumer.

To make a claim, you have to present evidence of how the outage negatively affected you, including any extra costs incurred. This might be because you were charged for making a late payment for example. You should make a note of when you were unable to access the services and also the names of the people you spoke to at the company who suffered the outage. You can find out more details about how to complain to Lloyds, Halifax and Bank of Scotland on their websites.

If Lloyds doesn't resolve your complaint, you can take your case up with the Financial Ombudsman Service (FOS). It is an independent body which will resolve any issues based on what it thinks is "fair and reasonable" depending on the circumstances of the case. The service can resolve your issue over the phone, by email or post depending on what best suits you. In the case of an IT system outage at a bank, the FOS says any compensation you may receive will be dependent on your circumstances and whether you lost any money as a result.

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