hsbc customer service and fraud department

nzj

Thanks for that I will check into the feature of HTTPS.

I do know that it isn't everything but at least it will show the Bank it was not me. They have not refunded us at all till now. As they confused the whole thing with joint accounts they are just ignoring this. Using it as an excuse.

I have spoken to many people about this and usually they refund pending investigation. This was not the case with us. I do not know if this is usual procedure within HSBC but I do not think they are acting in good faith.

Now I'm going to do as much work as possible to at least get our money back. I do see how it may seem as even to , I cannot work out how they were able to do this without a key pad.

nzj

Dr_Cuckoo3 wrote: »

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

That was helpful. The branch is in baker street and looks active according to the site...

I have found 2 people with the same name as the payee in London. However, I do not know if the IP is local or overseas.

nzj

We have now made an official complaint. However, HSBC has written they will not refund us. They did not address the service or the fact that this was a joint account since December 2012. They did not send us anything in connection with our joint account...

We are appealing their decision. I would like to know if anyone has had a similar experience with them. If so, how did it turn out?

JuicyJesus

On what grounds will they not refund you?

nzj

The letter from them says that we are obliged to take all reasonable precautions to prevent fraud, this includes keeping our fob and pin number safe. Due to the complexity of the log on process it is unlikely that our pin number or security would be known by anybody so we are liable for payment

At the end the letter says that the bank will not be refunding us on this occasion and recommend we seek recourse of the funds directly.

They did not address the fact that we were supposed to have a joint account since December when the mandates were sent to them. We have this confirmation by email from our advisor who opened the account for us. They did not send us anything further.
The frustrating thing is they are pinning the blame on us when they have made errors too. They did not send us any more details of where the money went.

Dr_Cuckoo3

nzj wrote: »

The letter from them says that we are obliged to take all reasonable precautions to prevent fraud, this includes keeping our fob and pin number safe. Due to the complexity of the log on process it is unlikely that our pin number or security would be known by anybody so we are liable for payment

If there is a "fob" for this account , then the PIN will only work with that fob (eg if I enter an incorrect PIN on my fob it will not work)

Each fob has a unique serial number and only works with the customer ID associated with the fob as far as I am aware (so they would need your fob and PIN)

nzj wrote: »

At the end the letter says that the bank will not be refunding us on this occasion and recommend we seek recourse of the funds directly.

As you say that you have the sort code and account number of the recipient of your funds . you could send a 1p payment to that account to test whether it is still open (as HSBC will test this before sending funds - assuming you still use HSBC)

If the person who is in receipt of your funds makes a habit of extracting funds from other peoples accounts , then it is possible that the bank has closed his account (which you can find out by making a test payment) and this would give weight to your complaint

It seems odd that someone with the knowledge to extract funds from others accounts would be content with just the £500 from your account

Also , if the letter from the bank was a final response to the complaint it would mention that you can refer the matter to the Financial Ombudsman (so may not represent the bank's final position)

nzj

Hi there,

Just an update that we have now moved this matter on to the ombudsman. We are now waiting for their reply.

We received the data request regarding the payment. It is odd to say the least. It shows that log on failed but there was still a transfer made a couple of minutes later. We haven't approached hsbc regarding this but we sent it to the ombudsman. To add insult to injury, they sent us our welcome packs over one year later.

We will be updating the forum if we have any news. If anybody knows how it is possible to have a failed log on and still manage to make a transfer, we will welcome any info.

Many thanks to all the great advice received so far!!!

pmduk

I hope you realise that the wait for the ombudsman's decision is often longer than 12 months? I suspect the best outcome is for HSBC to cave in now.

nzj

They sent us a letter of acknowledgment and telling us they will come back to us within six weeks... I'm counting on that as hsbc has been a nightmare