- By Tom Gerken & Liv McMahon
- Technology reporters
Image source, Getty Images
Thousands of HSBC customers in the UK have reported that they are unable to access mobile banking.
Downdetector, which tracks websites, showed more than 4,100 people had reported the banking app on their device was not functioning.
The problem comes on Black Friday, a day when many people will be making purchases due to the discounts offered by retailers.
The firm said it was “investigating this as a matter of urgency”.
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Some customers of First Direct, a division of HSBC UK, have also said they are affected – though others have suggested they are still able to use the app.
Frustrated customers
Users on X, formerly Twitter, responded to HSBC UK’s post on the platform with complaints – some saying they were unable to verify payments for Black Friday purchases or settle bills on payday.
Some users on social media have also called on the bank to update its service status page offering information to customers about the availability of digital services like online, mobile and phone banking.
Throughout the morning, the page was indicating no issues with access to any of its services, instead claiming mobile, phone and online banking were “operating normally”.
“It’s the lack of communication from the start of the issue that’s most worrying. You haven’t even updated your own service website. I’ll definitely be moving some of my funds due to the poor communication,” wrote one person.
Reports of the outage were first made at 07:00 GMT on Friday, according to Downdetector, with thousands of reports coming in by 08:00.
The exact number of people affected is unclear, because users must have a reason to check their online banking app to know if it is working.
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Robert Johnson is a UK-based business writer specializing in finance and entrepreneurship. With an eye for market trends and a keen interest in the corporate world, he offers readers valuable insights into business developments.
