HSBC apologises for online banking communication mix-up angering customers

HSBC has apologised for telling its customers that they might not be able to use online banking services outside the city, reaffirming that they could continue to use the services even if they are not in Hong Kong and had no plans to change such policies. In a statement, HSBC said Hong Kong customers can "continue to access banking services through online banking and mobile banking outside of Hong Kong," and "there is no plan for any amendment of the services."

Also, the bank has "combined the 'Terms and Conditions for HSBC Internet Banking' and 'Terms and Conditions for HSBC HK Mobile Banking app and Mobile Security Key' into one document," allowing customers to access them in one place.

In an earlier notice to clients on Tuesday, the bank issued new terms, effective from 26 July, in simpler language to allow clients to understand and be fairer to them. However, the updated terms immediately angered clients, as it said that online and mobile banking services are intended for Hong Kong customers to use in the city, and asked people not to use, download, distribute online or mobile banking outside Hong Kong if they are not HSBC customers. 

The terms also said if users use or download online or mobile banking outside the city, the bank may not be authorised to provide them with products and services in the century or region where they are located or reside in. 

After a public outcry, particularly among the Hong Kong community in foreign countries, the bank later apologised and said it had no plans for any amendment of the services. Also, HSBC said there are similar cross border disclosures in other markets.

According to a report from Ming Pao, the bank did not explain why they rolled out the original terms and conditions and advise users not to use the services in overseas countries. Meanwhile, its sister company Hang Seng Bank said its customers can use its mobile app in foreign countries, but they may not use some of its functions due to regulations imposed by the country or region they are in. 

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