HSBC resolves customers’ complaints on Twitter

4th May 2016

When HSBC’s payments system went down on Friday morning, customers expecting to be paid ahead of the bank holiday weekend took to social media to complain. 

Frustrated customer Phil Adams tweeted: “@HSBC is there a problem with wages going through today. I usually get paid at 00:01 but haven't as yet. The trans is there but not gone in.”

Gemma Dean, who was also affected, wrote: “@HSBC @HSBC_UK I'm in a foreign country with no money, I was relying on my salary being paid on time. When will this be resolved?”

This is the second time that HSBC has had problems with its payments systems ahead of a bank holiday weekend. In August 2015, an error stopped payments from the bank’s accounts being made under the national Bacs system.

But on this occasion, HSBC was quick to resolve the problem, tweeting to confirm that the issue had been rectified: “Some customers’ account balances did not update early this morning. We apologise for the inconvenience and confirm the issue fixed at 7.10am.”

The stream of complaints via Twitter – and the bank’s swift action in response – is evidence of the need for organisations to provide simple ways for customers to make complaints using the channel of their choice – as highlighted by Handle with care, a report about complaint handling published by the Institute of Customer Service. 

The Institute’s Service goes social report supports this recommendation. With two-thirds of adults in the UK now signed up to platforms such as Facebook, Twitter and LinkedIn, the research shows that social media should form a key part of business’s customer service strategies.

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