iStockHSBC UK customers were left “in limbo” after the banking giant’s app and website appeared to crash on Friday night.
Problems started shortly around 8pm, according to Downdetector, with more than 5,000 reports of problems with both mobile and online banking within the hour.
The bank acknowledged issues with services more than two hours after they were first reported, reassuring customers they were “investigating”.
In a tweet, HSBC said: “We understand that some customers aren’t able to access banking services as usual at the moment.
“We’re investigating, and ask that you please try again in a bit.
“We’ll share an update as soon as possible.”
Hundreds of users quickly took to social media, asking the bank for answers as their apps flashed the error code “API_103”.
One even threatened to switch banks if the situation was not resolved, saying HSBC had left its customers “in limbo”: “Are you just going to leave us in limbo, not telling anyone that the app is down… I’m not one for second chances, so tomorrow I will be switching banks..”
Some people expressed their disappointment, lamenting they were left unable to pay for their “Friday night takeaways” and “drinks at the pub”.
One user tweeted: “Get a grip HSBC. Your app is down, so is your website…it’s Friday and I need to pay for takeaway…transfer of money won’t be happening tonight.”
HSBC posted on Twitter at 1.37am – more than five hours after the disruptions began – that services were reinstated.
“Banking services are back up and running following an earlier service disruption,” HSBC UK said.
“To those impacted, thanks very much for your patience and we’re really sorry for the inconvenience.”
The bank ran into problems earlier this year as well, with customers in April and again in June complaining about a glitch that left them unable to use the banking app or make payments.
HSBC announced earlier this year that it would shut 69 branches, as it continues to close banks over changes to customer behaviour.
The move is believed to have hit around 400 workers across the branches and followed the announcement of 82 closures in January 2021.
Branches in Perth and Inverness were closed, with the former shutting in July and the latter in September.
HSBC UK has been approached for comment.
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