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| Version 1 | Version 2 |
|---|---|
| HSBC customers hit by further online banking problems | HSBC customers hit by further online banking problems |
| (35 minutes later) | |
| Millions of HSBC customers are experiencing further problems with online banking, following many hours of disruption yesterday. | |
| The personal banking website is still not allowing customers to log on. | |
| HSBC posted a message on Twitter, saying the bank was experiencing further issues, although it did not explain why the site was not working. | HSBC posted a message on Twitter, saying the bank was experiencing further issues, although it did not explain why the site was not working. |
| On Monday, up to 17 million personal and business customers were locked out of their accounts for up to nine hours. | On Monday, up to 17 million personal and business customers were locked out of their accounts for up to nine hours. |
| HSBC said it was not a distributed denial of service (DDOS) attack and was not caused by anything external. | HSBC said it was not a distributed denial of service (DDOS) attack and was not caused by anything external. |
| It said its mobile app for personal customers was still functioning. | |
| Business customers were experiencing "significantly reduced capacity", with all services running much more slowly than normal, HSBC said. | |
| Frustration | |
| "We apologise for any inconvenience this may have caused and our teams continue to work non-stop to restore all services. Regular updates will be provided," a spokesperson for HSBC said. | |
| "We will ensure customers do not lose out as a result of this issue." | |
| Angry customers took to Twitter to complain. One described the situation as "shocking disgraceful customer service". | Angry customers took to Twitter to complain. One described the situation as "shocking disgraceful customer service". |
| Sam Middleton, from Hampshire, said she had had difficulty getting information about what was happening. | |
| "It's incredibly frustrating and we're not getting a lot of information from HSBC other than their brief messages on Twitter. Their website says to call the 0345 number, but I called it yesterday three times and got an engaged tone," she told the BBC. | |
| Nevertheless customers are being advised to use the automated telephone banking service, on 03457 404 404. | |
| Business customers are usually restricted to transferring a maximum of £10,000 via telephone banking, but this limit has been raised to £100,000. | |
| HSBC was hit by a major IT glitch in August 2015, when 275,000 bank payments failed to go through just before the Bank Holiday weekend. | HSBC was hit by a major IT glitch in August 2015, when 275,000 bank payments failed to go through just before the Bank Holiday weekend. |