ReutersHSBC CEO Stuart Gulliver.HSBC just promised to waiver all charges customers may be incurring as a result of a two-day online banking outage due to a technical glitch.
John Hackett, HSBC’s UK Chief Operating Officer, told Business Insider in an emailed statement (emphasis ours):
“Our customers continue to have issues with HSBC online and mobile banking. We profoundly apologise for any inconvenience this has caused.
“We will ensure customers do not lose out as a result of this issue. Any fees customers incur as a result of this outage will be waived.
“There is a complex technical issue with our internet banking systems, and our IT team has been working non-stop since yesterday morning to find a solution. This has involved many tests, diagnostics and trial runs. We are getting closer to solving the problem, but are not there yet. We can, however, confirm this is not a cyber-attack or any other malicious act.
“We have mobilised all our available resources to cope with the increased customer demand in our call centres and branches, and they are doing their best; however, due to very heavy volumes we ask for your patience.
“We will continue to provide regular updates.”
Since Monday, HSBC customers are unable to access their online banking accounts and many are reporting they are able to get to their accounts via mobile banking.
On top of that, customers going on social media to ask HSBC for help after incorrectly being charged fees for going into or over their overdrafts, even though they have the funds in their accounts:
@HSBC message saying my account gone over overdraft&charged £5 ,though money set up to transfer from other account but web still down 😡
— Gareth Williams (@gazza162) January 4, 2016
— Patrick Guilfoyle (@Pguilf) January 5, 2016
Some can’t even transfer cash because of the online and mobile banking outage:
@HSBC_UK I can’t login and I’m overdrawn as I can’t transfer money to cover it, best not be charged daily fee !!!
— Kelvin Schutte (@slimschutte) January 4, 2016
@HSBC_UK your internet banking is down and I am trying to add funds between accounts so that I don’t get charged.
— Lighthouse (@Lighthousepics) January 4, 2016
Some people are even reporting being stuck abroad without access to their accounts:
@HSBC_UK_Help as I am in egypt I can not use internet banking or visit my local branch. I rely on internet bank and you are giving no info
— Jane Akshar (@JaneAkshar) January 5, 2016