HSBC online banking problems remain unresolved as bank says IT glitch, not cyber attack, to blameComments Off on HSBC online banking problems remain unresolved as bank says IT glitch, not cyber attack, to blame
HSBC customers are still encountering problems with the bank’s online and mobile banking services, which the lender said related to a technical glitch and not a cyber attack.
The fault, which first emerged on Monday morning, has prevented some customers from transferring money or doing other online transactions.
In a statement HSBC’s UK Chief Operating Officer John Hackett said: “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.”
He blamed “a complex technical issue with our internet banking systems” and said the bank’s IT team had been working “non-stop” to find a solution.
“We are getting closer to solving the problem, but are not there yet.”
He confirmed, however, that the problem was not caused by a “cyber attack or any other malicious act”.
Customers were asked to be patient as call centres and branches picked up the slack but dealt with high demand.
HSBC account holders took to Twitter to express their frustration over the issues, with one admonishing the bank for “disgraceful customer service”.
The second day now without access to #HSBC online banking . I am told to “come back later” due to high demand. Really! No bills paid.
— Eve Turner (@EveTurner1) January 5, 2016
The latest IT glitch comes just months after another hit business customers, delaying payment of wages before the August bank holiday.
HSBC advises those needing to make urgent payments to call 03457 404 404, while businesses should call 03457 60 60 60.