HSBC TAKE NOTE - you've gone too far in fraud protection

koloko

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Plxply

I've had problems with HSBC's fraud systems too, once it was with an overseas retailer who I use frequently and the other was for a payment to Capital One. Both times they insisted on cancelling my card even though they were both non-fraudulent. Both of which happened within 6 months of each other.

Although you can't blame them, after all they carry the full liability of any fraud and there is nothing they can do other than be extra cautious. I remember though when they left a message on my voicemail they said they accept reverse charge calls to their fraud line, so you could try that in the future.

chattychappy

Very sorry to hear of your troubles.

Regular readers might remember some of my posts on using cards overseas. Most of my spend is international. The simple fact is that you can never rely on any particular card working at any particular time. HSBC make it worse by all this "world's local bank" nonsense. Telling your bank in advance makes no difference in my experience (though might help getting it unblocked later). The people you speak to on the phone are limited in what they can do.

The only solution is to take multiple cards and (if possible) the means to make cheap phone calls (eg skype account set up).

I usually have 6 or 7 cards when I travel, though 3 are generally enough. My Santander Zero just got blocked after using it at a cash machine (in Taiwan) that I have used many times before with this card. No problem I have the cash and still have PO and NW Select for loading-free purchases. If Zero doesn't come back of its own accord (sometimes it does) then I'll give them a call in a couple of days.

pheonixrising21

My fiancee has had problems with HSBC's fraud prevention systems, but without even leaving this country! She has a HSBC current accountm and we took out a small loan through HSBC to part fund our wedding. We told HSBC at the point of taking out the loan that this was what it was for. The loan arrived, and we started to spend on the wedding (bride and bridesmaids dresses, groom's party suit deposit, some things from ebay for table decoration, etc - the usual stuff for a wedding).

My fiancee then had a call from HSBC's fraud team asking about unusual transaction on her account. They went through them with her and she confirmed all were legitimate purchases made for our wedding. HSBC then proceeded to tell her that the card had been cancelled (not suspended, but actually cancelled) while they investigated the transactions. She then had to wait almost a week for a new card to be sent out.

I'm all for fraud prevention, but a note to HSBC - suspend the card while you investigate, don't cancel it!! Once you have spoken to the card holder you can then release it if the transactions are genuine or cancel if they are fraudulent!

InsideInsurance

In fairness, every month I pay my RBS credit card bill using my Barclays debit card it gets blocked. Its annoying having to phone the fraud team every month, go through the same rubbish and then resubmit the payment. They just say they are getting a lot of fraud from credit card repayments hence the hair trigger on it.

It is always sensible to take multiple cards. In some way you are lucky to be able to take any money out from ATMs. In my travels around latin america many simply dont work with british bank cards

redpete

Plxply wrote: »

Although you can't blame them, after all they carry the full liability of any fraud and there is nothing they can do other than be extra cautious.

The OP notified HSBC in advance that they would be travelling and using the card in this country, and has repeated this several times over the phone whilst travelling.

So in this case I think you can blame them.

denise38

Enjoy your honeymoon and vote with your feet when you get back. LEave them in no doubt as to why you are moving .
Totally unacceptable behaviour on their behalf.
I had issues with my bank a few years ago when they left me on a Friday night with no access to money having cancelled my debit card. A woman with same name as me had an account at same branch she lost her card and as they hadn't ascertained her correct details they had to cancel both cards. They had coucldn't care less attitude .I withdrew every account I had with them and took my money elsewhere . No apology until I voted with my feet by then it was too late. I went to college with the woman and it did cause a few problems.

Ben8282

I agree completely with the advice to carry multiple cards etc.

In this case, you do need to consider the possibility that it is the local bank/ATM which is at fault, There is, for example, a certain Spanish bank whose ATM's always decline my debit card. Always.

Having said that, the first problem and phone call were understandable. It happens and is inconvenient, but it can happen when you first try to use a card abroad.

However, having called them and told them where you are, it is unacceptable that it is continuing to happen. You must call them and insist that they remove this security blocks and request compensation for the inconvenience after the first time.

Plxply

redpete wrote: »

The OP notified HSBC in advance that they would be travelling and using the card in this country, and has repeated this several times over the phone whilst travelling.

So in this case I think you can blame them.

Whilst I agree that informing them should be enough, all transactions are run through a computer that determines whether they are fraudulent or not. All of this has to happen within a few milliseconds, either the computer was never "told" or it decided that they were suspicious enough even though they were aware.

The computer can't determine whether the OP originally made the transaction or lost their card abroad and didn't contact HSBC in time. Although I do think HSBC should use humans more as they do seem to just think if the computer says it's fraudulent then it is with no human making a decision.

pimento

This is a bit worrying for me, planning a trip to New Zealand in November with only a First Direct debit and credit card to my name.
I'm nervous about applying for another card to take incase the FD one doesn't work (although I've no reason to think I won't be accepted).

It's all very worrying.

simongregson

The irony being that your M&S credit card is run by ... HSBC

Clearly they must use different IT systems for the two cards!