Overview: HSBC faces a significant challenge as a widespread outage disrupts mobile and online banking services for thousands of UK customers. The incident, occurring on the busy shopping day of Black Friday, prompts concerns and frustrations among users.
Key Points:
Scope of Disruption:
More than 4,100 users reported issues accessing HSBC services, according to Downdetector.
Limited impact on First Direct and M&S Bank customers, as the problem is specific to HSBC UK.
Apology and Explanation:
HSBC issues a public apology, citing the disruption as an “internal system issue.”
Affected customers express frustration, citing difficulties in making online payments and verifying purchases.
Customer Impact:
Users, such as Marius Acsinte, highlight the inconvenience, with some unable to access accounts for essential transactions like rent payment.
Lack of communication from HSBC adds to customer dissatisfaction, as some discover the issue online rather than through official channels.
Alternative Solutions:
HSBC suggests affected customers opt for a one-time passcode via SMS for online transactions, acknowledging the challenges faced by those relying on the app for payments.
Scale of Digital Reliance:
HSBC has approximately 14.8 million customers in the UK, with around nine out of 10 transactions conducted digitally.
The bank’s decision to close branches in 2023 reflects the growing trend of customers embracing online banking services.
Response on Social Media:
Customers take to social media, particularly Twitter, to voice complaints about the inability to verify payments on Black Friday or settle bills on payday.
Some express frustration over the delay in updating the service status page, emphasizing the importance of prompt communication during service disruptions.
Timeline:
Reports of the outage surfaced at 07:00 GMT on Black Friday, with a significant influx by 08:00. However, HSBC updated its service status page around 11:00.
Conclusion: The HSBC mobile banking outage on Black Friday underscores the challenges financial institutions face in maintaining seamless digital services. The incident raises questions about communication protocols during disruptions and highlights the increasing reliance on online banking in today’s digital age.
