Attempted identify theft

emptydave

Hi,

Looking for some general advice. I am subject to repeated phone calls from 'HSBC' trying to trick me into giving out my account security details. The people trying to steal my identity clearly have some details (at least: name, bank name, phone number) and are very persistent. I have reported this to HSBC but they were not very helpful - basically they are not interested as my ID hasn’t been stolen yet.

I wondering what steps it is prudent to take to protect myself against these attempts? Surely HSBC should be concerned about this? Is it worth reporting this to the police?

Many thanks and happy hols to all!

Dave

Jobseeeker

What details are they asking for? This may not be what you think. I used to work for a bank and the outbound callers had to check that it was the account holder on the phone (i.e not the wrong number or a flatmate etc) so they would ask for DOB and password for example.

If someone was suspicious they would normally say well phone back the main number and I'll leave a note on your account.

meer53

What would you expect HSBC to do ?

VictimOfImpersonation

I would expect them to offer the OP some additional protection e.g. perhaps additional password for any telephone contact with the bank, no withdrawals other than at "home" branch, ceasing paper statements and card replacements to usual address so they can't be intercepted, and maybe appoint an identity theft expert to monitor the customer's personal data records for signs of compromise, perhaps even register the customer with CIFAS i.e. general proactive stuff in the customer's interest rather than the banks - the sort of stuff which is as rare as hen's teeth thesedays of course, but we live in hope ...

BobQ

I agree the OP should be very careful with any call of this kind, but I also agree that its possible that its the bank.

Its not the best time of the year to change bank details or to get a busy bank to do something unusual. However, I think the best approach is to report the matter to HSBC making it clear that your account details have been compromised and in effect put the onus on them to take action (ie rather than vaguely say this may have happened as you had a call or two, say there has been a persistent attempt to access your account details and you want them to take action)

However, I agree that it may be the bank itself. I recently had a call from (someone claiming to be) my bank. I was content to have some security check on the basis they were checking something we both knew like the last 4 digits of my account number but they wanted to know whether I had a debit card and then what were the last 8 digits of it and the security code. As the firsts7 digits of a 16 digit debit card identifies the bank they were asking for information that gave them at most a 1 in 10 chance of making an online/telephone payment using it. I refused to supply the details.

I then rang my bank and explained what had happened. The supervisor was appalled at the detail requested but did confirm that a call had been made by another department of the bank to my home at that time. So yes it could actually be the bank doing it and just because they warn you not to disclose your details to strangers they still try to extract such information.

If you find out that it was do make a complaint.

Buzby

It could well be the bank. In this situation you simply say which contact centre is being used and their extension number. If they refuse or provide an excuse, say that you are not prepared to discuss matters on the phone.*

Otherwise - You arrange to call them back, but by using a call centre number you already know - you then explain you received a call from X at Ext Xx and can they put you through. This will then prove to you that the centre you speak to is legitimate.

*And to resolve the issue you require a letter sent to your account address and only then will you attend to it.

emptydave

Many thanks for the comments... to update you, HSBC where surprising uncooperative. Their response was that they 'didn't know' if it was them! They advised I should call the police. After some investigate I followed advise of the ICO.

I do now think it was HSBC, but I don't get why they weren't more interested...

Anyhow, thanks again.