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Good evening,

 

What a nice experience with HSBC UK.

 

We hold a business account since 2008.

I just do online banking, never did any phone banking.

Beginning of October, we had to pay corporation tax, accountant etc.

As usual, I wanted to log in with my token. 

This time, nothing. Token ran out of battery. I thought that I quickly change the battery .

Nothing, not possible.
I checked online and found out that those toke have a lifespan of X years.

OK. I called HSBC and asked, how I would get a new token. he told me to download a specific form, complete it, print it out

and send to the UK. Waiting around 2 weeks.

Done. Today, 3 weeks later I call to see if they received the form and when I can expect my token.

I was in a queue and was told, waiting time 20 min.

After 35 min, finally,  a guy took the call and we started to chat.

Account number, sort code, company name, my name etc.

I asked about the token and he put me on hold. Came back after around 5 min and told, that I did not pass the security question.

What?? Which security question. I answered you all the questions you asked. I did not ask to do phone banking but just requested to 

check if you got the letter including copy of passport (which was not requested).

Gone again. I was waiting another 10min and he just hang up.

 

Tried a few times more, always getting a message of min. 20 min waiting.

 

A few hours later, I tried again and was told, around 20min waiting because very busy because of COVID.

It took exactly 65 minutes before a woman took the name.

Same story.

Name, business, account details etc.

Please wait Mr. xxxxxx

She came back and asked which online banking ID I use.

I gave it to her and off she went.

After around 5 min. Sir, you failed the registration security.

What? Again.

No, not with me but with another colleague.

So, you tell me, that I failed the security questions but with you, I didn't fail and now, what should I do.

Sir, I can not help you, you failed the security for online banking.

Wait a minute. I never registered for phone banking. I just do online banking. I never ever registered for phone banking.

 

I just called to see if you got the form and when I can expect my token for online banking.

Sir, I can not help you.

I asked her name and told that I recorded our conversation.

She gave me her first name but refused her surname.

Then, she hang up.

 

Wowww, HSBC, what an experience. 

 

Any ideas how to sort this mess out?

I completely pi...... off with this bank.

 

Cheers

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1 hour ago, AlfHuy said:

Good evening,

 

What a nice experience with HSBC UK.

 

We hold a business account since 2008.

I just do online banking, never did any phone banking.

Beginning of October, we had to pay corporation tax, accountant etc.

As usual, I wanted to log in with my token. 

This time, nothing. Token ran out of battery. I thought that I quickly change the battery .

Nothing, not possible.
I checked online and found out that those toke have a lifespan of X years.

OK. I called HSBC and asked, how I would get a new token. he told me to download a specific form, complete it, print it out

and send to the UK. Waiting around 2 weeks.

Done. Today, 3 weeks later I call to see if they received the form and when I can expect my token.

I was in a queue and was told, waiting time 20 min.

After 35 min, finally,  a guy took the call and we started to chat.

Account number, sort code, company name, my name etc.

I asked about the token and he put me on hold. Came back after around 5 min and told, that I did not pass the security question.

What?? Which security question. I answered you all the questions you asked. I did not ask to do phone banking but just requested to 

check if you got the letter including copy of passport (which was not requested).

Gone again. I was waiting another 10min and he just hang up.

 

Tried a few times more, always getting a message of min. 20 min waiting.

 

A few hours later, I tried again and was told, around 20min waiting because very busy because of COVID.

It took exactly 65 minutes before a woman took the name.

Same story.

Name, business, account details etc.

Please wait Mr. xxxxxx

She came back and asked which online banking ID I use.

I gave it to her and off she went.

After around 5 min. Sir, you failed the registration security.

What? Again.

No, not with me but with another colleague.

So, you tell me, that I failed the security questions but with you, I didn't fail and now, what should I do.

Sir, I can not help you, you failed the security for online banking.

Wait a minute. I never registered for phone banking. I just do online banking. I never ever registered for phone banking.

 

I just called to see if you got the form and when I can expect my token for online banking.

Sir, I can not help you.

I asked her name and told that I recorded our conversation.

She gave me her first name but refused her surname.

Then, she hang up.

 

Wowww, HSBC, what an experience. 

 

Any ideas how to sort this mess out?

I completely pi...... off with this bank.

 

Cheers

I had a similar experience back in 2008 with Barclays bank in London.

 

I was working in Uganda and usually sent a fax to Barclays to transfer money to my wife in Thailand. After 10 days my wife called and said she had not received the money so I called Barclays and they started with the security questions. At the end of the questioning they said I had answered one incorrectly and that they could not help me. I asked to speak to my relationship manager, whom I had met several times in person in their office and was put through to him but he stated he could also not help me, I had to come into a branch.

 

Basically the bank just locked me out. The next day I had to take a dedicated flight to London at great expense and loss of wages. Upon arrival in London, I made an appointment and met with Barclays to see what the problem was.

 

It eventually turned out that the relationship manager some years earlier had incorrectly recorded my mothers maiden name as her married name.

 

I asked them to redo the whole security questionaire, sign it and give me a copy which I still have with me today.

 

Past experiences with banks have made me very wary and suspicious of them. I dread every month making transfers fearing that at any point one could easily be locked out by them.

Edited by userabcd
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5 minutes ago, userabcd said:

Basically the bank just locked me out. The next day I had to take a dedicated flight to London at great expense and loss of wages. Upon arrival in London, I made an appointment and met with Barclays to see what the problem was.

 

It eventually turned out that the relationship manager some years earlier had incorrectly recorded my mothers maiden name as my fathers name.

 

That would have been the last day Barclays would have had me as customer, unless they compensated you for all those expenses you just made

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