HSBC, NatWest and RBS users locked out of accounts as online and mobile banking go down – The Sun

NATWEST, RBS and HSBC customers have been left locked out of their accounts this morning after the banks' online and mobile banking systems have gone down.

RBS and NatWest are both owned by NatWest Holdings, are reporting issues with the services for credit card holders and urging customers who want to check their balance to use telephone banking.

HSBC – which has 38million customers worldwide – has also tweeted that it is "aware [that] some customers are having problems using online and mobile banking".

Hundreds of NatWest customers began complaining about the lack of service around 9:50am, according to Downdetector.co.uk.

By 10:50, the site reported 620 complaints, with 88 per cent of them being about online banking and 9 per cent about mobile banking.

RBS has received around 188 complaints of which 88 per cent have been about online banking.


HSBC account holders began complaining about 7am, peaking at more than 1,000 complaints shortly before 10am.

HSBC's sister bank First Direct, which has 1.2million customers, is also reporting issues with online banking around the same time, peaking at more than 700 complaints at 9am.

More than 7.5million people in the UK have a personal bank account with NatWast, while RBS serves 18.9million customers worldwide.

In a statement on its Twitter page, NatWest and RBS say that the issues are only affecting credit card holders.

The statements read: "Some customers aren’t currently able to view their credit card information on our mobile app or digital banking.

"We're working hard to fix this, sorry if it's causing you any issues."

The banks are reassuring credit card customers that they can still use the app and digital banking to make payments but can't use it to view their balance.

Credit card holders who need help urgently can send them a private message on social media or message them using their webchat on the website or in the mobile app.

HSBC has said in a tweet to customers: "We're really sorry and are working hard to fix this. Please check back here for the latest updates."

Frustrated customers have taken to twitter to complain to their banks.

One person wrote to HSBC: "This is poor timing, clients wanting to complete and move house! Hope its resolved soon! Today could be a long day."

Another HSBC customers said: "It's alright. You take your time. It's only pay day."

More to follow…

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