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HSBC customers have criticised the bank for its clumsy handling of an IT system failure which left thousands unable to access their accounts online and via their mobile app less than a week before Christmas.
Britain’s biggest bank with nine million customers, repeatedly told clients on social media the system issues had been fixed and the digital paralysis which started last night was over, but many were still unable to access their cash this morning.
More than 3,000 customers reported the bank’s online services being down last night on the DownDetector website, a service monitor.
Telegraph Money understands the bank fixed the glitch and hurried to reassure customers everything was fine. But a second system failure went unnoticed, leaving some still unable to check their balance, transfer funds or shop online.
Customers were indignant at being told there was nothing to worry about at the same time as not being able to access their cash.
Mark Broadbent, 35, from Leeds, was expecting his wages this morning but was not able to log into his account online or on his mobile.
He said he now has access, but that the bank’s communication of the issue was very frustrating.
“Annoyingly, it seems payments were delayed and I have dipped into my overdraft,” he said. “The bank kept telling us the problems were over, but we could see that was simply not true. It was very frustrating as we were getting mixed messages.”
He said he is glad to now have access to his money, as “being a typical bloke”, he is yet to complete his Christmas shopping.
The bank is hoping for a quick fix of the intermittent issues that mean some are still unable to do their banking as normal while others can.
Telegraph reader Mark McGonigle said he still could not get onto the app this morning, despite HSBC telling him the system was back up and running.
“The website to login is also slow but I still need the app to get the code to get in. They shouldn’t say it’s fixed when it really isn’t. It’s bad timing though, the last Friday before Christmas, and all I want is to check my balance before a bit of last minute online shopping,” he said.
HSBC said it was sorry for any inconvenience caused and is working hard to fix the issues.
It added anyone who has dipped into their overdraft and fined as a result will be automatically refunded.
harry.brennan@Finance.co.uk
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