HSBC back up and running after hundreds of customers complain of being unable to access their account

HSBC's online banking system is back up and running after hundreds of customers reported being unable to access their account.

Problems were first reported at around 9.30am on Monday, with a few customers citing issues with the bank's online system.

But the number of complaints registered through Down Detector soon picked up, with hundreds citing issues using the bank's services.

Users took to social media to vent their frustrations, with many asking: "Is HSBCnet down?"

According to Down Detector, most of the complaints are related to online banking, with other users saying they cannot log into their account online.

From the bank's Twitter account, it told complaining customers: "I am sorry about this. This is unfortunately not something we would be able to check for you as there are limited things that we can do over this channel due to security.

"If you can please call through to HSBCnet on 03456 017 118, an agent will be able to assist."

HSBC is one of the biggest banks in the country, with around 15 million customers across the UK.

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The technical issue comes just days after the Barclays app and online banking went down, with hundreds of customers reporting issues logging into their accounts and transferring money.

An outage at Co-op bank left customers locked out of accounts back in September.

By 11:30am, Down Detector appeared to show that the issues had largely resolved.

An HSBC spokesperson said: "There was an intermittent access issue with HSBCnet, a Commercial Bank platform, affecting a small number of business customers, for about an hour this morning.

"It did not affect retail/personal customers. The issue has been resolved and the service is stable."

HSBC has a dedicated web page where you can check the status of its various services, including mobile, telephone and internet banking, and its ATMs.

Unlike telecoms companies, banks do not have a fixed compensation scheme for service disruption, although depending on how much it has affected you, you may be entitled to some money back.

You can then complain to HSBC, either in your local branch, or by using this complaints form.

The Sun has asked HSBC to comment.

What to do if you can't access your money

If you can't access your money and you need to urgently, here's what to do:

  • Visit your local branch as soon as you can.
  • If you can't get there, or it is closed, call your bank and ask for its guidance on what to do. 
  • If the bank’s phone services are also down or busy, try contacting your bank on social media to ask what to do. But remember: don’t ever share your account details over social media.
  • Try to do this on the day the problem arises so you can show you made every attempt to solve the issue.
  • If you still can't access your money, begin gathering evidence for a complaint.


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