hsbc customer service and fraud department

nzj

I have an appointment hsbc on Friday but giving them a call today anyway.
How can I find out the Ip add dress of the transaction?

Will the police look into that?
Is there a way of doing it?

Scarpacci

Why would a supermarket have any information on this transaction at all? Bank transfers are simple A -> B affairs, between your account and supposed fraudster. A reference means nothing. It's there purely for the benefit for the sender and receiver. It would not involve the supermarket and certainly wouldn't give them any information about this transaction.

This is extremely hard to believe.

nzj

I went to their Head Office to see if they could help me. I could be an error in transferring or maybe they could shed some light on the issue, I thought to myself.

They did confirm in writing that they have just used their name as a reference and could not have been them. They did look into it and investigate and I found they were helpful in doing so.

That is all the information they were able to give me and said that it had come from a research facility. I phoned them up this morning and they said that the IP address could only be disclosed by the bank.

I do understand that this is hard to believe. I never imagined that this would be possible via HSBC internet banking. You need to generate a code on the pin pad to enter a new payee. I just cannot imagine how they managed without that.

At this point I can only prove anything via IP address as I know I was at my home and on my computer. I am trying to find out at least the IP address of the transaction as I am worried that HSBC is not investigating. They want to blame me and I do see how it would look to them and you.

I am just putting together information to speak to them on Friday. If they had not mucked up the joint accounts, this would have been resolved by now. It is tomorrow a month that the transaction was made.

Dr_Cuckoo3

nzj wrote: »

At this point I can only prove anything via IP address as I know I was at my home and on my computer. I am trying to find out at least the IP address of the transaction as I am worried that HSBC is not investigating. They want to blame me and I do see how it would look to them and you.

The bank will hold details of the IP address and session summary (although most banks do not provide the information via their internet banking site)

Some banks do as seen here

Barclaycard provide "session summary" information via it's internet banking site

If the HSBC payment was made via internet banking the payee details should be in the list of payees which can be accessed via internet banking

You can obtain the information by submitting a Data Protection subject access request . though you may need to specify that you require session summaries and IP addresses for logins as they can be a bit dim

nzj

Thank you so much!! I will do so. I did not know how I could get that.

Can the bank refuse this or are they obliged by law to give it to us?
That will clearly show all the transactions and where the fraudulent one took place

The accounts are now blocked so there is no access to them at the moment until this is sorted. But once again thank you!

Dr_Cuckoo3

They could say that the IP address is "personal data" relating to another person and refuse it on those grounds I suppose - that would add weight to your claim that the account was accessed by someone else (one of my accounts shows IP addresses for logins)

Though they won't know the identity behind the IP address is not you unless you tell them (do you suspect an overseas IP address ?)

They can't refuse the "session summary" details though

£10 fee for Data Protection Subject access and a 40 day time limit for them to provide the information

I have obtained this from HSBC in the past . I think it was before internet banking existed though

more info on HSBC subject access
http://www.consumeractiongroup.co.uk/forum/showthread.php?305147-Useful-HSBC-address-information-Subject-Access-Requests

There is a specific department for Data Protection Subject access

Dr_Cuckoo3

nzj

Thank you that is excellent advice. I will request this on Friday. I will be very suspicious if they don't want to give that to me. I had gone to Nat West, where the transfer was made to, and naturally they couldn't give me any information due to data protection. That I can understand.

I know that will show an IP address different to mine. No idea if it could be an overseas transfer. Tomorrow I'm going to check in with the police just in case they have more info. I will ask them too before my meeting with HSBC on Friday.

I am not even going to comment on having to pay for it.... right now I want my money back that had been stolen and preferably catch the culprit

DevCoder

If this was fraud then if the fraudster was clever then they would go through some nym proxy or through the Tor network so as to hide their originating ip, then its next to impossible to prove *who* actually made the transaction.

Even if they refund you, thats where your interest in this will stop, the bank will not involve you in their ongoing case after that point.

IP addresses are not the be all and end all, they are far too easily disguised.

You might also want to check if your "works" proxy server allows for https keep alive session overrides as this mitigates the "never cache" feature of https.

Dr_Cuckoo3

nzj wrote: »

I had gone to Nat West, where the transfer was made to, and naturally they couldn't give me any information due to data protection

You can find out which branch of Nat West was used here if you have the sort code . may be useful to know if they are local

http://www.postcodeanywhere.co.uk/demos/bankvalidator.aspx