hsbc customer service and fraud department

nzj

rb10 wrote: »

Could you please explain what you mean by this part - what is the 'originating location on the fraudulent transaction'?

Is this a debit card payment, rather than an internet banking payment?

It is an internet Banking FP Pay Bill so an online payment
On the transaction list given to us by the bank, it says:
Originating Location: INBANK

JuicyJesus

Scarpacci wrote: »

Don't online payments to new people generally require a code to be generated by the pin pad?

Correct. Same goes for most banks that use PIN devices now, HSBC, Barclays, NatWest... the pad asks for digits from the receiving account number and generates a one time code based upon them, and without that the transfer will fail. There is no way around this in any of the banks I've used.

INBANK suggests INternet BANKing.

innovate

nzj wrote: »

It is an internet Banking FP Pay Bill so an online payment
On the transaction list given to us by the bank, it says:
Originating Location: INBANK

You said before that the "originating location on the fraudulent transaction is not my home address. It's a research facility".

How does this relate to the above?

innovate

JuicyJesus wrote: »

INBANK suggests INternet BANKing.

or many other possibilities
https://www.google.com/search?q=inbank

JuicyJesus

innovate wrote: »

or many other possibilities
https://www.google.com/search?q=inbank

Lovely thought, but given we're talking about payments which have been confirmed to have originated from an Internet Banking service here... Occam's Razor etc

rb10

nzj wrote: »

It is an internet Banking FP Pay Bill so an online payment
On the transaction list given to us by the bank, it says:
Originating Location: INBANK

If you want to get some decent advice from the people on this forum, then I would suggest that you are much clearer about what you mean. Otherwise people are going to spend all their time trying to understand what on earth you are trying to say, and so you won't actually get any help.

I have never heard of an 'originating location', but in this instance, it looks as though it simply means the transaction was carried out online. You still haven't explained where the 'research facility' came in.

Have HSBC said whether a Secure Key was used for the transaction? What is the ID number of that Secure Key? Is it the same as the one you have in your possession?

What was the log in / log out history of your internet banking around that time? Did the fraudulent transaction take place as part of the same internet banking session as yours or a separate one? If separate, how long (exactly) was there between your log out and the fraudulent log in?

These are the sort of questions that I would be asking HSBC if you truely believe that the transaction is fraudulent, and they have refused your claim.

But first, ask yourself, is there anyone else who could have accessed the account? Does anyone else have access to your partner's secure key? Forget about whether it's people you trust or not, if they have any sort of access to the secure key, they are a suspect.

(And as an aside, how does your partner access their account? Since you had their secure key and they were abroad).

innovate

JuicyJesus wrote: »

...given we're talking about payments which have been confirmed to have originated from an Internet Banking service ...

confirmed?

Not sure anything has been confirmed by anyone about this case.

innovate

nzj wrote: »

They had a three minute window where I could have been working out our accounts.

On re-reading your post, I found I really don't understand what you mean by the above. Could you clarify please?

nzj

Unfortunately, they only have our word for the fact that we do not know this person. My partner and I work with a lot of people but we do not know anybody by this name.
How can I prove this?

I have a meeting with the bank on Friday 21stJune 2013 and I will then present them with the letter. Our account manager is on holiday this week and I was only able to book for Friday. Should I just pop in tomorrow anyway? Without a meeting at HSBC they can be quite funny with these things..

A new payee, you are right is no proof that it is fraudulent but we did not make this transaction. The fraudsters actually did set it up. How, I do not know as you have to originate a code on the pin pad.

I know that agreeing to a transaction 3 minutes before might not work in my favour but it is the truth and that one I did do. From my account to my partner´s, which was a usual transaction if you look on the history that we have between the accounts.

I know that it was made from a research facility as the supermarket store that was used as a reference and sent the letter, told me that that was what they found in their investigation. The Bank has not helped us at all. I kept mentioning to them to look into the IP address but the Fraud Team just told us to phone Action Fraud which we have and we received a letter from them too. No news just a letter. That is exactly my question: how do I prove that the IP Address is not mine? Could the Police give me this information? That way I could prove that it did not originate from my computer.

Again, how do I prove I always log out? I know that I do but would the bank have some kind of register of this? How long I am on there until I log out? I do not even know how long it takes till it times out.

I scan my computer quite regularly and I look out for malwares and usually it won´t open suspicious attachments etc. To be honest, I do not know what keyloggers are, like phishing? If so, how do I prove this? Does that make it my fault? Does the bank not have secure measures against these kind of things too?

I see what you mean with the next question but nor my partner or I authorised any of this. Regarding IP address, I always use my home wifi and computer and I know I was the only one here. Again, how do I prove this? The originating Location is on the transaction details given to us by the bank and the rest came from the supermarket that was used as a reference.

Knowing the IP address would prove to the bank that it was neither of us making this transaction. Seeing as the only info I have is that it is a research facility called INBANK that was the originating location. I want to show this to the bank to prove it was neither of us that is why I am trying to get to the bottom of it as HSBC is not helping. I am not even sure they are investigating it. If I ask them to give me the IP address, do they have to give it to me? Are they obliged to at least investigate? The supermarket store investigated and gave me more info than HSBC in less than three hours. They pointed out that the originating location said INBANK, which they then told me was a research facility. Please google INBANK research facility and you will see what comes up. None of it makes sense to me or is close to my home. I have that much, just not IP address as that is not on the transaction details.

I see your point and I understand all your questions. I actually appreciate it as I need to get a different point of view. This happened on 20 May, we reported it on 24 May so as you can see it has been a month and you have asked me more questions than HSBC has..

innovate

DOH. Just occurred to me that one of us regulars should long have called a troll alert.