HSBC’s online and mobile banking systems crashed spectacularly this morning on the busiest shopping day of the year, potentially disappointing early risers looking for a spot of Black Friday retail therapy.
Thousands of people across Britain began reporting connectivity woes on Down Detector from near 0700 local time and those complaints keep flooding in with the bank unable to indicate when normal service is to resume.
The problems were first acknowledged by HSBC on X Twitter some three hours ago: “We understand some customers are having trouble accessing banking services as usual right now.
“We’re investigating this as a matter of urgency and will share an update as soon as soon as possible.”
Then, two hours ago, the bank told frustrated punters it was still “working hard to restore Mobile and Online Banking service, and the authorising of online card purchases via the app. We’re really sorry for the inconvenience.”
The most recent update wasn’t much more use for those wanting to bag a possible discount – though to this author, Black Friday and the subsequent Cyber Monday are simply a marketing con with few discounts of value. The digital service blackout remains.
“If you’re not able to authorise an online card purchase via the app, you can opt for a one time passcode via SMS. We’ll share updates here,” added HSBC an hour ago.
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We emailed the bank to request its comment on what’s gone wrong today, and when it will be resolved.
A spokesperson at the bank told us the “disruption is the result of an internal system issue. It’s impacting customers of HSBC UK only; there is no impact to First Direct or M&S Bank customers.”
Measured and considered responses were dispatched by customers on X in which they tried to see the challenges that HSBC techies are facing. Oh hang on, no they didn’t.
“Compensation time methinks,” said one. “Train companies compensate when a train is an hour late… what about for thousands of customers who have important bills to pay/ transactions to do/ work and lives to live and need their banking app!”
“How much longer?” asked another, to which HSBC provided no response.
No outage of a banking app is helpful when you want to use it, but today is particularly bad timing: Brits are estimated to splash £3 billion on stuff during Black Friday. Some people will no doubt be disappointed. ®
…. to be continued
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