hsbc using dirty tricks!!!!

irrationalactor

Write a formal complaint in writing. Tell them that if they do not sort this out then you will take it up with the Financial Ombudsman service. They then have eight weeks to reply before you refer it. You can ring the ombudsman right now for advice on the procedure.

Unless HSBC have another change of heart you won't get this money back quickly. I think it is completely unacceptable that they reimbursed you and then took back the money two days later. Presumably this has put you in an even worse position as you would have spent 'as normal' during the time the refund was in your account. If they hadn't refunded you then you could have reacted to the situation much sooner.

Complaining does make the bank think again and by going to the police, to the ombudsman, and not letting it go you demonstrate that you are telling the truth.

I am unfortunately not surprised that the police haven't followed up the CCTV. My experience has been that they leave accusations of fraud to the banks to sort out. This lets fraudsters get off scott free with the stolen money.

I think that the people saying that it's not the bank's responsibility are being a little self-righteous. Yes, people have to be careful with their PINs and cards, but if something similar happened to you you might think differently about how the banks handle these cases.

At the ATM transaction, the bank dispensed the OP's wife's money to someone who wasn't entitled to it. It's the bank that has given the money to the criminal, not the OP's wife.

If bank customers end up being liable for fraud, what is the point of banks? We may as well be carrying around wads of notes if the bank's promises of security and fraud protection are lies.

maryjanell79

Call HSBC again and ask to speak to someone higher up report the problem and see if there is a temporary solution until your formal written complaint is received and processed.
I would also pop into a branch and get some advice before doing this, sometimes they will make the call on your behalf and set something up for you or get you in touch with the right department.


I hope you get it resolved soon.

meer53

irrationalactor wrote: »

Write a formal complaint in writing. Tell them that if they do not sort this out then you will take it up with the Financial Ombudsman service. They then have eight weeks to reply before you refer it. You can ring the ombudsman right now for advice on the procedure.

Unless HSBC have another change of heart you won't get this money back quickly. I think it is completely unacceptable that they reimbursed you and then took back the money two days later. Presumably this has put you in an even worse position as you would have spent 'as normal' during the time the refund was in your account. If they hadn't refunded you then you could have reacted to the situation much sooner.

Complaining does make the bank think again and by going to the police, to the ombudsman, and not letting it go you demonstrate that you are telling the truth.

I am unfortunately not surprised that the police haven't followed up the CCTV. My experience has been that they leave accusations of fraud to the banks to sort out. This lets fraudsters get off scott free with the stolen money.

I think that the people saying that it's not the bank's responsibility are being a little self-righteous. Yes, people have to be careful with their PINs and cards, but if something similar happened to you you might think differently about how the banks handle these cases.

At the ATM transaction, the bank dispensed the OP's wife's money to someone who wasn't entitled to it. It's the bank that has given the money to the criminal, not the OP's wife.

If bank customers end up being liable for fraud, what is the point of banks? We may as well be carrying around wads of notes if the bank's promises of security and fraud protection are lies.

Once a report of fraud has been made to a bank, they have to refund the customer whilst an investigation takes place. Then when the investigation is complete, the credit either stays in the account or is reversed as in the OP's case. The OP's wife will have been advised of this when the fraud was reported so if they have spent normally then the resulting balance and any charges are their fault.

Making a complaint may help, the FOS will advise the customer to allow the bank to respond to any complaint made. Leaving a bag and purse on a pram would be classed as negligence so i wouldn't hold out much hope of a refund really but it's worth a try.

SuperHan

I haven't read the entire thread, but there isn't a Tesco near the White Rose shopping centre (I know you said 1.5 miles away - I'm assuming they went to a Tesco express?)... Will the bank not take in to account the time taken to get there. It may not have been an hour between the thieves seeing the PIN and stealing the bag. Say your wife was mistaken, it was a much shorter time frame than that, having the children with her must have skewed her sense of time It is at least a 15 min drive to the nearest Tesco that I can think of, so maybe try that line with the bank if that's they're point for contesting.

Other than that, it's the formal complaint letter mentioned above.

Wood.Justin

My fathers personal HSBC account was rinsed of £1k twice in a row for internet purchases on expensive jewellery. When he phoned to report this to the fraud department, they asked: "Are you sure this wasn't your wife?". I'm moving my current account away from them after some of the things I've read here.

TheBanker

SuperHan wrote: »

. Say your wife was mistaken, it was a much shorter time frame than that, having the children with her must have skewed her sense of time It is at least a 15 min drive to the nearest Tesco that I can think of, so maybe try that line with the bank if that's they're point for contesting.

It's not a good idea to start changing your story half way through the claim. Doing so will make it look like you might not have been telling the truth to start with, which will harm your chances of a successful complaint to FOS.

Wood.Justin wrote: »

My fathers personal HSBC account was rinsed of £1k twice in a row for internet purchases on expensive jewellery. When he phoned to report this to the fraud department, they asked: "Are you sure this wasn't your wife?". I'm moving my current account away from them after some of the things I've read here.

To be honest, that seems like a reasonable question to ask. I don't deal directly with fraud investigations any more, but when I did I think about 25% of investigations were closed when the customer realised that the "fraud" was actually the joint account holder, or occasionally a family member who had used their card "by mistake".

philD_2

Good luck and don't give up!

I too had my debit card stolen and £470 taken from a local cash machine. I hadn't written down my PIN nor had I divulged the PIN to anyone - still HSBC refuse to refund.

Try to plod on with your complaint and also try not to let this get you down - you haven't done anything wrong.

Regulations regarding fraudulent transactions are clear - yet again, we see the banks ignoring such regulations.

Maybe we could 'touch base' via PM etc and form a group of dissatisfied HSBC customers - we may be able to bring a class action against HSBC.

All the best.

philD_2

Furthermore, copy any letters you send to HSBC (I would say use recorded delivery but I know this is expensive) - if you send any messages to HSBC via internet banking then after you submit them (but before you confirm them) hit the print screen button and paste them into the ms paint application (you can see received secure emails but not the email's sent).

If you have any problems with the above then PM me - if you are unable to PM me then let me know and I'll make sure we can make contact.

BTW, I'm in Leeds.

meer53

philD wrote: »

Good luck and don't give up!

I too had my debit card stolen and £470 taken from a local cash machine. I hadn't written down my PIN nor had I divulged the PIN to anyone - still HSBC refuse to refund.

Try to plod on with your complaint and also try not to let this get you down - you haven't done anything wrong.

Regulations regarding fraudulent transactions are clear - yet again, we see the banks ignoring such regulations.

Maybe we could 'touch base' via PM etc and form a group of dissatisfied HSBC customers - we may be able to bring a class action against HSBC.

All the best.

Think your circumstances are slightly different though !

You knew your card had been removed from your wallet and by whom. You didn't report it straight away and are not prepared at the moment to press charges against the "friend" who stole your cash.

Anyone reading your previous post can see straight away why HSBC won't refund you !

Hanky_Panky

There's a lot of nonsense being mentioned on here about rights, complain, even lie !! - ridiculous.

The fraud teams at banks can tell if the original card was used together with the correct pin. To lose your card is unfortunate but to lose/have stolen the original card AND pin is simply careless and no way should the bank be responsible for this loss.

There's nothing self righteous about it - the OP has had money stolen from them directly not the bank. Certainly report it to the police as theft and hope they investigate but expecting the bank to pay up just because the theft was carried out with their card is just wrong.