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Warning - HSBC customers
melpk
Posts: 3 Newbie
Just a warning that I was emailed by my hospital workplace that a cash machine 'skimmer' device (google it to find out, essentially it steals your information as you input your card) was found at my local cash machine, where I used it that same weekend it was found.
I finally got ahold of someone from the branch - I asked if HSBC was planning to notify the customers whose information had been potentially compromised.
She advised me that this was not protocol, and that they only would notify customers if an abnormal transaction occurred (after money was taken by crooks), although it was unclear what was considered an abnormal transaction, and how they would determine if it was not just the customer who was withdrawing a larger-than-normal amount.
When asked for clarification, she advised that HSBC has no intention of notifying any of the people who used the abovementioned altered cash machine, or that their information may have been compromised and that they are recommended to change their PIN number and/or inactivate the affected card.
To me, this is unacceptable protocol for a bank. It seems sensible to have customers PRE-EMPTIVELY ward off fraudulent activity, rather than wait for it to occur, and then have to worry about overdrafts, time spent on phone calls and bank visits to sort this out, and possibly being held accountable for money stolen.
I find this to be a selfish move on HSBC’s part, a move likely intended to hide bad press. It makes no sense, other than for selfish reasons, to not advise customers of any potential exposure of financial information/access, and stop it before it occurs. It is a small issue to simply change one’s PIN number, and inactivate a card, rather than manage the onslaught that occurs when fraudulent activity is performed on one’s bank account.
Anyway, just a warning to other customers; I'm in the process of changing banks, as I do not feel my finances are safe there.
I finally got ahold of someone from the branch - I asked if HSBC was planning to notify the customers whose information had been potentially compromised.
She advised me that this was not protocol, and that they only would notify customers if an abnormal transaction occurred (after money was taken by crooks), although it was unclear what was considered an abnormal transaction, and how they would determine if it was not just the customer who was withdrawing a larger-than-normal amount.
When asked for clarification, she advised that HSBC has no intention of notifying any of the people who used the abovementioned altered cash machine, or that their information may have been compromised and that they are recommended to change their PIN number and/or inactivate the affected card.
To me, this is unacceptable protocol for a bank. It seems sensible to have customers PRE-EMPTIVELY ward off fraudulent activity, rather than wait for it to occur, and then have to worry about overdrafts, time spent on phone calls and bank visits to sort this out, and possibly being held accountable for money stolen.
I find this to be a selfish move on HSBC’s part, a move likely intended to hide bad press. It makes no sense, other than for selfish reasons, to not advise customers of any potential exposure of financial information/access, and stop it before it occurs. It is a small issue to simply change one’s PIN number, and inactivate a card, rather than manage the onslaught that occurs when fraudulent activity is performed on one’s bank account.
Anyway, just a warning to other customers; I'm in the process of changing banks, as I do not feel my finances are safe there.
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Comments
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You are joking right?
For starters, HSBC will only be able to contact their OWN customers, when other banks customers use the machines anyway. So this will be most users out of the question.
And then even so, HSBC have very good fraud protection as it is.
- Personally, if I used a machine, and then HSBC blocked it and I had to wait 3 days for a new card I would be annoyed. Especially if there was no bad activity on my card.
Theres no need for HSBC to notify anyone when nothing has gone wrong.0 -
Please list all the banks that would contact customers who may, possibly, have inadvertently come in to a contact with a skimming device but not suffered any loss.I'm in the process of changing banks, as I do not feel my finances are safe there.
Where are you moving your account to, and what is their policy in similar circumstances?0 -
Just a warning that I was emailed by my hospital workplace that a cash machine 'skimmer' device (google it to find out, essentially it steals your information as you input your card) was found at my local cash machine, where I used it that same weekend it was found.
I finally got ahold of someone from the branch - I asked if HSBC was planning to notify the customers whose information had been potentially compromised.
She advised me that this was not protocol, and that they only would notify customers if an abnormal transaction occurred (after money was taken by crooks), although it was unclear what was considered an abnormal transaction, and how they would determine if it was not just the customer who was withdrawing a larger-than-normal amount.
When asked for clarification, she advised that HSBC has no intention of notifying any of the people who used the abovementioned altered cash machine, or that their information may have been compromised and that they are recommended to change their PIN number and/or inactivate the affected card.
To me, this is unacceptable protocol for a bank. It seems sensible to have customers PRE-EMPTIVELY ward off fraudulent activity, rather than wait for it to occur, and then have to worry about overdrafts, time spent on phone calls and bank visits to sort this out, and possibly being held accountable for money stolen.
I find this to be a selfish move on HSBC’s part, a move likely intended to hide bad press. It makes no sense, other than for selfish reasons, to not advise customers of any potential exposure of financial information/access, and stop it before it occurs. It is a small issue to simply change one’s PIN number, and inactivate a card, rather than manage the onslaught that occurs when fraudulent activity is performed on one’s bank account.
Anyway, just a warning to other customers; I'm in the process of changing banks, as I do not feel my finances are safe there.
And what parameters do they use to contact people? Who knows how long the skimming device has been on the machine? It would probably cost more to notify people of the situation than the cost of fraud to them following onwards.Best Regards
zppp
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As an FYI, I am an HSBC customer.
The skimmer was on the machine for 24-48 hours. I don't think it would take long for them to notify users of that cash machine within that time frame, either by email or telephone, simply recommending that they change their pin and/or acquire a new card. The statement that it would cost more to notify people than deal with fraudulent consequences is ridiculous. I am not recommending they place a STOP on the card, but that they leave the decision it in the customer's hands by an online banking alert, or by phone or mass postal mailing. Awareness is power, and hiding that makes people suspicious. In the same way that companies notify customers of phishing scams by a mass email or web, HSBC should not be silent.
something like: “While we have not detected fraudulent activity on your account, we recommend that you review your account for unusual or unauthorized activity, and/or change your PIN number.” would be appropriate.
The bank will, of course, place a stop on any transaction of anyone they feel is abnormal, regardless of skimming machine use, not necessarily the card.
I will be contacting local banks and determining their protocol.0 -
The bank will, of course, place a stop on any transaction of anyone they feel is abnormal, regardless of skimming machine use, not necessarily the card.
Exactly, so why does it matter if there was a skimmer on the machine?!?
The answer is, it doesn't.
As I said earlier, HSBC can't contact everyone, only their customers. And whats the point when theres no need to? They would do it when there's bad activity on the account anyway, so they're just doing more work than they need to...0 -
Anyway, just a warning to other customers; I'm in the process of changing banks, as I do not feel my finances are safe there.
That is just being silly, all banks work the same way.
You will of course have covered the keypad when entering your PIN details???, in which case no money will have been lost.0 -
And what parameters do they use to contact people? Who knows how long the skimming device has been on the machine? It would probably cost more to notify people of the situation than the cost of fraud to them following onwards.
A mass email or a notice on the online account would be simple, and free-to-very cheap.As I said earlier, HSBC can't contact everyone, only their customers. And whats the point when theres no need to? They would do it when there's bad activity on the account anyway, so they're just doing more work than they need to...
I don't know about you, but I'd rather KNOW my info was compromised, and be proactive, then be in the supermarket line with ice cream and find out my card is on hold due to fraudulent activity.How does anyone know when it was placed on the machine?
The cash machine is attached to the bank, so I presume they have cameras, if not the cameras above the keypad anyway. They advised me it was present for that amount of time, so I guess ask them for the answer.You will of course have covered the keypad when entering your PIN details???, in which case no money will have been lost.
Of course i've covered the keypad, as I usually do. But it doesn't take a brain surgeon to watch someone's hand movements and figure out among 9 digits.0 -
A mass email or a notice on the online account would be simple, and free-to-very cheap.
But I don't think you understand. It is not only HSBC customers that use HSBC machines. How would they contact everyone who has used that machine (and I am not talking the HSBC customers here)?
At the end of the day, they will deal with any fraudulent transactions as a result if they are flagged up. It is none of your concern, and in acutal fact they are dealing with it as other banks do.Best Regards
zppp 0
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