hsbc using dirty tricks!!!!

philD_2

The fraud was reported via telephone. After reporting the incident the HSBC rep put me on hold to determine the next steps and the question of a refund. I was on hold for less than a minute and therefore conclude that the decision to immediately refund or not was not made on the basis of my claim (the person in question simply didn't have time to review the case in a minute). They therefore made this quick refund decision based on other information available to them - I suggest this information is their internal credit score!

philD_2

I did previously have a bit of an altercation with HSBC with regards to missed calls from them and the fact that when I returned their call they couldn't determine the reason for their call. I did make a County Court claim against HSBC for wasting my time. I subsequently received a call from HSBC whilst shopping at Tesco - the call went on for ages, infact throughout my whole shopping trip at the supermarket - I tried on many occasions to end the call but the guy wasn't having any of it and just continued to intimidate me. It was only at the point when I'd finished passing the goods through the till and needed to concentrate on paying the bill that I finally had to say 'sorry, I need to go now - think I've explained everything I need to - bye' - the call lasted for over an hour.

Hanky_Panky

playforth wrote: »

I was then informed on the call to hsbc that the thieves had withdrawn £350 from my account, I was in credit at the time but only have a small over draft of £150 so they had taken me over by quite a lot.

If this bit is correct then negligence or not I believe Antrobus' advice is correct - you should only be liable for the first £50.

meer53

philD wrote: »

The fraud was reported via telephone. After reporting the incident the HSBC rep put me on hold to determine the next steps and the question of a refund. I was on hold for less than a minute and therefore conclude that the decision to immediately refund or not was not made on the basis of my claim (the person in question simply didn't have time to review the case in a minute). They therefore made this quick refund decision based on other information available to them - I suggest this information is their internal credit score!

I deal with fraud cases and liability decisions, your conclusion is wrong.

meer53

philD wrote: »

I did previously have a bit of an altercation with HSBC with regards to missed calls from them and the fact that when I returned their call they couldn't determine the reason for their call. I did make a County Court claim against HSBC for wasting my time. I subsequently received a call from HSBC whilst shopping at Tesco - the call went on for ages, infact throughout my whole shopping trip at the supermarket - I tried on many occasions to end the call but the guy wasn't having any of it and just continued to intimidate me. It was only at the point when I'd finished passing the goods through the till and needed to concentrate on paying the bill that I finally had to say 'sorry, I need to go now - think I've explained everything I need to - bye' - the call lasted for over an hour.

Why didn't you just say that it wasn't convenient to speak ?

philD_2

meer53 wrote: »

I deal with fraud cases and liability decisions, your conclusion is wrong.

So, when the HSBC rep I spoke to put me on hold to determine the next steps and refund situation - just exactly what did they base their decision on given they had at max, 1 minute to decide. Bear in mind that:

1. A computer made the decision or

2. A person from another dept made the decision whilst I was on hold - they had at max 1 minute

meer53

philD wrote: »

So, when the HSBC rep I spoke to put me on hold to determine the next steps and refund situation - just exactly what did they base their decision on given they had at max, 1 minute to decide. Bear in mind that:

1. A computer made the decision or

2. A person from another dept made the decision whilst I was on hold - they had at max 1 minute

They wouldn't have even looked at your credit score. They would have based their decision on what you told them, that there was a substantial time between your allegations of someone watching your wife input her PIN and then following your wife for over an hour and the cash being taken, and that they had her PIN number. They would also be able to see on their systems whether there were any invalid PIN attempts when the cash was withdrawn. This takes seconds to check on their systems (they use the same ones that i do) At no time would your credit score have been taken into account. A computer doesn't make the decision.

They deal with this type of query day in, day out, it's a common scenario, it doesn't take long to assess whats happened and decide whether you could be classed as negligent which is what i would assume they've done in your case.

Why do you think your credit score would make a difference ? Fraud happens to everyone, how your accounts are run or how much money you have with them wouldn't dictate whether you are refunded or not.

Have you had a written response from them about their liability decision ? This should explain fully why they have made that decision, and what you can do if you disagree with it. The first point of call should be a written complaint to HSBC, there's no need to involve anyone else at this stage.

callum9999

meer53 wrote: »

They wouldn't have even looked at your credit score. They would have based their decision on what you told them, that there was a substantial time between your allegations of someone watching your wife input her PIN and then following your wife for over an hour and the cash being taken, and that they had her PIN number. They would also be able to see on their systems whether there were any invalid PIN attempts when the cash was withdrawn. This takes seconds to check on their systems (they use the same ones that i do) At no time would your credit score have been taken into account. A computer doesn't make the decision.

They deal with this type of query day in, day out, it's a common scenario, it doesn't take long to assess whats happened and decide whether you could be classed as negligent which is what i would assume they've done in your case.

Why do you think your credit score would make a difference ? Fraud happens to everyone, how your accounts are run or how much money you have with them wouldn't dictate whether you are refunded or not.

Have you had a written response from them about their liability decision ? This should explain fully why they have made that decision, and what you can do if you disagree with it. The first point of call should be a written complaint to HSBC, there's no need to involve anyone else at this stage.

This is a different guy to the OP. Off the top of my head, he has dodgy "friends" who stole his stuff and then gave it all back apart from the debit card. They then went and stole hundreds from it (they watched him type in the PIN apparently so knew it) but "PhilD" is refusing to get them in trouble and instead feels HSBC should just had it over to him instead because the poor thieves have had a "tough life".

playforth

yes i think you have mixed me up with philld lol. i have read up on his case and i believe my case is a lot different. Yes my partner should have shielded her pin better but these people are good at what they do.
If they hadnt have sneakily taken her bag and just violently knocked her on the head to steal her bag im pretty sure hsbc and the police would have been more helpful.
My reason for starting this thread was to see how i can get hsbc to see sense, the thing that annoys me the most is when they put the money in for us they said they would make an investigation of there own and if they found evidence that it wasnt how we said it was then they would withdraw. Im sorry but how does that qualify as an investigation? they say no one would follow her for an hour......well they did and there is no going about it, this is why my title of this thread is 'hsbc using dirty tricks'.
they are just clutching at straws to keep there money, they are happy to take it from you but not so happy to give. They knew by taking this back from us that we would be massively in the red getting charges left right and center. Iv had to wipe my 3 year olds bank account which was for when he turned 18 just to stay afloat so i want that money back to put back in for him. I feel really let down by hsbc over all of this, what they did to us is almost as bad as what the thieves did.
The only reason they wouldnt pay is because they dont believe someone would follow her so if they did believe she had been followed then they would have paid us, so i ask you do you think that is fair?

opinions4u

The FOS is your friend.

If HSBC won't back down you will most likely succeed with the FOS.

It will take months though.