HSBC issues apology after second day of online banking problems

HSBC has "profoundly" apologised to customers as it suffered a second day of online banking glitches.

The bank said personal customers were experiencing problems logging in, while business customers were having problems online and with the bank's mobile app.

The bank's personal mobile banking service is working, but customers may experience delays due to high demand.

HSBC said it was getting closer to resolving a "complex technical issue" with its internet banking systems. It said that any fees customers incur as a result of the problems will be waived.

The bank said the hitches have not been caused by a cyber attack or any other malicious act.

Andrew Tyrie, chairman of the Treasury Committee, said he will be asking for an explanation.

He said: "The frequency of these failures across the financial services sector suggests a systemic weakness in IT infrastructure. This is concerning.

"I will be asking the chief executive of HSBC, and the regulators, for an explanation of these failures, and action taken to sort them out. They just keep coming."

In a message on Twitter, HSBC said: "Good morning, unfortunately we are experiencing further service issues with personal online banking, however our Mobile App is available."

It added: "We understand the inconvenience this is causing our customers and we are doing everything we can to restore service."

On Monday, HSBC said business and retail customers were unable to access online and mobile banking, due to problems which started at 8am.

It later posted a message on Twitter to say that its online service was back up and running - to which one Twitter user replied: "Oh no it isn't!"

Other Twitter users vented their frustration, with one saying: "Still unable to access online banking today, not great when you need to check bills have been paid after a long weekend!"

Another Twitter user wrote: "Seriously. It's beyond pathetic."

HSBC has 17 million personal and business banking customers across the UK. It is not known how many of them have been affected by the problems.

John Hackett, HSBC's UK chief operating officer, said: "Our customers continue to have issues with HSBC online and mobile banking. We profoundly apologise for any inconvenience this has caused.

"We will ensure customers do not lose out as a result of this issue. Any fees customers incur as a result of this outage will be waived.

"There is a complex technical issue with our internet banking systems, and our IT team has been working non-stop since yesterday morning to find a solution. This has involved many tests, diagnostics and trial runs.

"We are getting closer to solving the problem, but are not there yet. We can, however, confirm this is not a cyber attack or any other malicious act.

"We have mobilised all our available resources to cope with the increased customer demand in our call centres and branches, and they are doing their best; however, due to very heavy volumes, we ask for your patience.

"We will continue to provide regular updates."