Question RE: Cloned HSBC debit card

wishmeluck1

Hi all, I wonder if any experts can give me any advice and let me know where I stand on this recent experience with HSBC.

It started on Monday 3rd Feb, I tried to check my account balance via the HSBC mobile banking app. I recieved an error message and assumed the app was having problems, thought nothing of it. On Tuesday I went to an ATM to draw oit£20 and the transaction was declined Even though I was 100% sure there was money in my account. I then tried to view my balance at the machine and this request was also declined. I then even tried a different ATM just in case the first one was a broken, but the same thing happened.

Straight away, I rang HSBC, was put through to the fraud team who told me they had blocked my card as it had been cloned. They told me it needed cancelling straight away. I said okay fine, but I need money right now and im nowhere near a branch. The lady on the phone said she wouls unblock my card so that I could draw out the money from the ATM (this was all done whilst I was on the phone). Once I had the money I said okay go ahead and cancel my card. She then did so and said I would recieve my new card in 4-6 working days.

This now brings me to today (thurs 6th feb). I visited my nearest branch to draw oout £50 from my account. I gave the lady my id etc only to be told that there was nothing on the system about a new card being on its way to me. She asked if I still had my debit card and could I try and draw out money from the ATM. I did and to my surprise the card worked! The realisation then hit me that I'd had an active cloned card for the past 4 days and HSBC were aware of this! The lady at the counter told me to ring the fraud team and ask what was going on.

When I rang them I was told my card hadn't been cancelled due to a 'technical fault'!!!! He said he would cancel it now and send a new one whixh I would recieve within 4-6 working days. Bare in mind, this is a whole 2 days aftwr I had already been told this information. I argued that they had allowed my card to be active for four days knowing that it had been cloned and he more or less shrugged it off.

Are there any experts that are able to tell me if i can legally claim compensation for this and how much can I ask for? I am disgusted that my bank who are supposed to look after my money put my account at such risk. More so the fact that if it wasn't me visiting a branch today, my card would still be active right now.

Sorry for the long story, I just wanted to make sure I included everything. Any advice will be greatly recieved!

Lokolo

Claim compensation for what? What have you lost out, in monetary terms, because of this issue?

From what I have read, you had to call the fraud team a couple of times (only once using your mobile, i assume the other was using a branch phone), so you should be "entitled" to about £10.

For me, writing a complaint, getting stamps, evelope and printing out the letter and sending it, is not worth £10.

BMN

There is no need to "claim" compensation by any legal means.

If you are unhappy then make a complaint.

eskbanker

The risk was all theirs - if there had been any fraudulent payments or withdrawals after they were aware of the cloning then they'd have been on the hook for the cost of these (and any consequent extra charges, etc). Not condoning what they did or didn't do, just pointing out that you wouldn't have suffered any direct financial loss arising from this....

meer53

Your card was probably on a list of compromised cards which banks regularly receive from the police. It doesn't mean that your card WILL be used fraudulently, just that it MIGHT. There would have been no liability on your part if it had been used, the bank stand the loss.

No compensation due, i don't know why you think there should be ?