24 April 2017
visit http://events.sap.com/gb/fsi-forum-2017/en/home

HSBC IT failure hits ATMs and card payments, tests social media strategy

21 May 2012  |  10374 views  |  0 HSBC sign

Some UK HSBC customers were left unable to make card payments or withdraw cash from ATMs yesterday thanks to an IT hardware failure.

Services were affected on Sunday afternoon with the glitch fixed by around 19.30, according to a tweet sent out by the HSBC UK press account.

The bank apologised to angry customers, many of whom had taken to Twitter themselves to berate it and threaten to move accounts:

However, others were more forgiving and appreciative of HSBC's Twitter updates:

The bank has developed a dedicated social media monitoring team in recent months, prompted by a major IT outage in November. Speaking at Finextra's Social Media Day in April, the man behind the platform, Neil Kirkman, revealed that he had secured its budget following the disaster, which demonstrated the huge reputational risk of not taking a proactive approach to monitoring and interacting with customers online.

Comments: (0)

Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related stories

HSBC moves to contactless as standard on all UK-issued debit cards

HSBC moves to contactless as standard on all UK-issued debit cards

09 May 2012  |  16319 views  |  0 comments | 1 linkedin
Live: Social Media Day

Live: Social Media Day

25 April 2012  |  10616 views  |  0 comments
JPMorgan Chase glitch sees cardholders double charged

JPMorgan Chase glitch sees cardholders double charged

04 April 2012  |  7306 views  |  0 comments
Dutch retailers up in arms over ING glitches

Dutch retailers up in arms over ING glitches

25 January 2012  |  6405 views  |  1 comments
Clydesdale Bank ATM glitch sees users double their money

Clydesdale Bank ATM glitch sees users double their money

12 December 2011  |  6164 views  |  0 comments
HSBC ATM and e-banking services fall over

HSBC ATM and e-banking services fall over

04 November 2011  |  10052 views  |  1 comments
HSBC targets IT in cost cutting drive

HSBC targets IT in cost cutting drive

11 May 2011  |  11112 views  |  0 comments

Related company news

 

Related blogs

Create a blog about this story (membership required)
Visit capgemini.comvisit dh.com

Top topics

Most viewed Most shared
hands typing furiouslyDoes the Buck Stop with GameStop?
10281 views 0 | 3 tweets | 14 linkedin
BBVA runs live funds transfers over RippleBBVA runs live funds transfers over Ripple
9848 views comments | 27 tweets | 18 linkedin
Alipay and WeChat near $3 trillion payments milestoneAlipay and WeChat near $3 trillion payment...
8670 views comments | 35 tweets | 38 linkedin
Western Union and MoneyGram unveil Facebook Messenger bots; Mastercard and Amex pile inWestern Union and MoneyGram unveil Faceboo...
8368 views comments | 17 tweets | 17 linkedin
Dutch banks back all-in-one mobile payments tech from INGDutch banks back all-in-one mobile payment...
7228 views comments | 18 tweets | 20 linkedin

Featured job

Six Figure Base + Commission + Stock Options
London

Find your next job