HSBC has admitted some customers are having problems logging on to mobile banking accounts on the day MPs launched an inquiry into the “astonishing” number of IT failures at banks.
In a statement on its Twitter account, HSBC said: “We’re aware some customers are experiencing intermittent issues logging on to Mobile Banking.
“We’re investigating and will provide further updates. You can continue to use our Online Banking services. We’re sorry for any inconvenience.”
We’re aware that some customers are experiencing intermittent issues logging onto Mobile Banking. We’re investigating and will provide further updates. You can continue to use our Online Banking services. We’re very sorry for any inconvenience.
— HSBC UK (@HSBC_UK) November 23, 2018
A number of customers have contacted the bank to seek help after disruption to its online services on 6, 16 and 18 November.
The bank’s troubles come as the Treasury select committee said it will examine the ability of financial services companies to guard against service disruptions and to put them right if they do happen.
Millions of customers have been hit by problems over the past year including a disastrous IT migration at TSB, online banking failures at Barclays and the Royal Bank of Scotland, and Visa’s card network crashing.
It comes at a time when bank branch closures mean account holders are increasingly reliant on being able to access their money online.
Nicky Morgan, chair of the committee, said: “The number of IT failures at banks and other financial institutions in recent years is astonishing.
“Millions of customers have been affected by the uncertainty and disruption caused by failures of banking IT systems.
“Measly apologies and hollow words from financial services institutions will not suffice when customers aren’t able to access their own money and face delays in paying bills.
“As bank branches close and customers are ushered towards online services, the availability of those services is vital.”