Hype and Banca Sella thus make amends for the inefficiencies

About a week after the resolution of the inefficiencies that affected its services from Sunday 7 April, making life very difficult for its customers for days, and after a letter of apology signed by the CEO Giuseppe Virgone, Hype makes a “small gesture” to make amends from all customers affected by the prolonged outage (i.e. those who opened an account by 11 April 2024).

Also the other bank of the group, viz Bank Saddle has decided to make amends from customers who have experienced the disservice. In both cases, the initiatives will continue until May 31, 2024. Here’s what it’s about.

Hype: a small gesture to make up for the disservice

Through an informative email, customers Hype Next And Hype Premium affected by the outage that lasted between 7 and 11 April 2024 they learn that the banking institution has an initiative in store to make amends for what happened.

The initiative, labeled as “a first small gesture to make us forgive the inconveniences suffered in recent days”is divided into different levels, depending on the type of account opened by users, and provides cancellation of the fee And reimbursement of commissions (in June 2024) for operations carried out between 7 April and 31 May 2024:

• Clients Hype (the free standard plan)
  • Top up with another card: 0.90 euros per top-up
  • Cash withdrawal: 250 euros per month free, after 2 euros per withdrawal
  • pagoPA/Cbill payments: 1.15 euros per slip
  • Sending instant bank transfer: 2.00 euros per bank transfer
• Clients Hype Next (monthly fee of 2.90 euros)
  • Monthly fee: reset for the months of April and May 2024
  • pagoPA/Cbill payments: 1.00 euros per slip
  • Send instant transfer: 10 free instant transfers per month, after 2.00 euros by instant bank transfer
• Clients Hype Premium (monthly fee of 9.90 euros)
  • Monthly fee: reset for the months of April and May 2024

The letter from Hype’s CEO left room for such initiatives

Last weekend, a couple of days after the resolution of the inefficiencies, customers Hype they received an email that linked to an apology letter written by CEO Giuseppe Virgone who said he was sorry on behalf of the entire team and felt obliged to tell everyone what had happened:

[…] In the late afternoon of Sunday 7 April we detected that the databases on which transactions and online services are based, managed by our supplier, were responding much more slowly than usual, causing a “bottleneck” in the execution of operations. In practice, the more you tried to access the app or pay by card, the more the systems slowed down and the services began to become unavailable. The triggering cause was the installation of some routine maintenance updates on the systems hosting the above databases.

[…] What happened is a testament to the other side of the coin of getting bigger. HYPE is doing amazing things for the banking industry and for people, but we are not immune to the problems that often arise when we are in a period of high growth. They have been difficult days, but we will do our best to make you forget them with initiatives dedicated to you and with the desire to make amends for the inconveniences suffered in recent days. Continuing to have your trust is very important to us, and we will work hard to show you that we deserve it.

Especially the last sentence left room for a gender initiative, certainly appreciated by customers affected by the disservice who chose to place their trust in Hypein the hope that a down of this kind (the largest in the history of this online bank) will never happen again.

Banca Sella is also trying to do so forget the disservice

On par with Hypealso the other protagonist of the prolonged disservice, that is Sella Bank, has launched an initiative to make amends from its account holders. In particular:

• They will be reimbursed for costs applied and not due
• In the months of April and May 2024 they will not be charged
  • Account maintenance fee
  • Debit and prepaid card fees
  • Online trading service fee
  • Fee for using the service Smart Business Saddle

Now that the worst is over, therefore, the two realities of the group Saddle they try to make their customers forget about the disservice with appreciable initiatives. And you, especially if you are Hype and Banca Sella account holders, what do you think? Are you satisfied with these initiatives or would you have preferred something different? Let us know in the comments!