Unable to log in to HSBC!

claire07

I have been unable to log in to HSBC since it shows a new page with "exciting changes to logging in".  I enter my ID press next and keep getting an error page re-directing me to the home page to go round in circles again.  I have phoned them, explained the situation, they say they have fixed it but nothing improves.  Their service page says there are no problems and they say everything is fine but I still can't log in!

Am I the only one in this situation or is anybody else finding these exciting new changes to logging in are keeping them logged out?  The chat is useless as that also keeps going round in circles.

clowning

I have just logged in to the app with no problems

xylophone

Have you cleared your cache/tried another browser?

Bridlington1

Try ringing them. If it costs you to ring 03 numbers then ring their voice ID setup line and make sure it can't record your voice properly (I used to put on an electric razer in the background when I used to bank with them). This will break the voice ID setup line and you will be put through to the exact same people as you would if you rang one of their 03 numbers.

If they can't get it sorted out over the phone make a complaint, then you at least stand a good chance of them giving you come money as an apology even if they do eventually get it working again in the future.

claire07

Many thanks for the suggestions.  I have tried changing browser and it still lets me input my user name and when I press next I get a total error page saying "sorry this request could not be served. Go to homepage" and it goes back round and round.
I am waiting till the lines open today and will have another go on the phone.

claire07

In my last post I said I was having another go on the phone which I did over a week ago.  I was asked if I wanted to raise a ticket which I said I did and was told it would be referred to the IT Department but could take up to 15 working days to sort! 

Still locked out of account today so phoned to see how things are going to be told they could not find any trace of the original ticket being raised and they would need to raise another one for the IT Department which would take another 15 working days!  I was tempted to close the account on the spot but at least I know which current account is going to be used when the next bank offer comes along!

Katiehound

and I hope that you raised a formal complaint.
That way someone somewhere has to do something! (and cough up some cash for all the inconvenience)
In fact it might be more than one complaint since they seem to have 'mislaid' the first ticket for the IT dept.

artyboy

HSBC.... IT.... 

OP, I'm almost as amazed you haven't ditched them as I am continually amazed about how they think they can justify being so picky with their customers. 

Aidanmc

claire07 said:

I have been unable to log in to HSBC since it shows a new page with "exciting changes to logging in".  I enter my ID press next and keep getting an error page re-directing me to the home page to go round in circles again.  I have phoned them, explained the situation, they say they have fixed it but nothing improves.  Their service page says there are no problems and they say everything is fine but I still can't log in!

Am I the only one in this situation or is anybody else finding these exciting new changes to logging in are keeping them logged out?  The chat is useless as that also keeps going round in circles.

I have exactly the same problem! Its been going on since mid october.

https://forums.moneysavingexpert.com/discussion/6395595/hsbc-online-banking-access#latest

Have phoned numerous times and raised a complaint.

Response to the complaint was that they were aware of the issue and has been going on since July but cannot give a timescale when it will be fixed!

I received a email stating my rights to refer complaint to FOS

What to do?

tstarborg

I realise that this thread is over a year old, but this forum page came up when I had the same issue.  After a lot of frustration I realised that I was trying to login with my email address, not my username.  
Therefore if anyone new finds this post (especially if you're new to HSBC online banking) first check that you're using the username that you setup (not an email address). 
TobyS