HSBC Account Opening Confusion

BankSaver

I applied for HSBC Bank Account online last week, and got a Letter Last Friday with a sort code and account number and a form for a copy of my signature and a prepaid envelope.

I sent it back but with the bank holiday Tuesday would have been the earliest they would have got it, so today I though I would phone up to check.

They told me the account number I gave was not valid (Its printed on the letter), then they told me I need to go into a branch with ID !, but I do not have a HSBC branch near me so it would be a special trip which I would rather not do. He did not know anything about the letter requesting my signature, and the letter I have certainly makes no mention of having to go to a branch !.

Should I just wait and see what happens as if I had never phoned I would not have known, so they would have to write to me surely to tell me I need to go into branch, or have they got muddled and what they are waiting on is the form I returned with my signature and not ID ?.

Just wondering if anyone else has had this.

Thanks

TheEffect

HSBC assign you an account number and sort code, but do not create the account until you've returned the signature strip. The sort code and account number will not show anything for the telephone banking and branch staff.

Once you've returned your signature strip, the account is usually opened within a week or so. Bank card etc will follow shortly after.

10pence

HSBC staff can locate a customer using their CIN (Customer Identification Number) which will sometimes be a reference number on letters, otherwise they can locate via name, postcode.

The account will need completing, which is why it won't show or be used to locate a customer - details can be recovered via pending accounts.

BankSaver

TheEffect wrote: »

HSBC assign you an account number and sort code, but do not create the account until you've returned the signature strip. The sort code and account number will not show anything for the telephone banking and branch staff.

Once you've returned your signature strip, the account is usually opened within a week or so. Bank card etc will follow shortly after.

So would that mean I don't have to go into the Branch with ID ?, and its only my Signature that they are waiting on and I have already sent back. As surely the letter they sent would have told me to go into the branch with ID ?, all it says is "We are pleased to accept your application and now just need one more thing to get you started - A completed Signature Record Form (Enclosed) signed by you."

BankSaver

10pence wrote: »

HSBC staff can locate a customer using their CIN (Customer Identification Number) which will sometimes be a reference number on letters, otherwise they can locate via name, postcode.

The account will need completing, which is why it won't show or be used to locate a customer - details can be recovered via pending accounts.

So would that mean I don't have to go into the Branch with ID ?, and its only my Signature that they are waiting on and I have already sent back. As surely the letter they sent would have told me to go into the branch with ID ?, all it says is "We are pleased to accept your application and now just need one more thing to get you started - A completed Signature Record Form (Enclosed) signed by you."

There is also a Personal Customer Number on the letter.

10pence

No harm in calling them, providing the CIN and asking for an update.

The issue is that telephone banking don't always get full access to the customer profile screen, so if that person doesn't have the necessary 'account opening permissions' they cannot view any accounts - opened, closed or even pending applications.

Which is probably why they mentioned visiting a branch as they can view this and if all that is required it the signature they can do that and in some cases complete the account opening.

If being brutally honest when working for HSBC, they were never the most joined up of banks when it comes to using different channels. This is made worse when you factor in 'bonus' points, for example, you start an account opening online then visit the branch to complete, the branch staff will not be recognised for that work for their bonus - which is why they can be a little 'distant'.

BankSaver

10pence wrote: »

No harm in calling them, providing the CIN and asking for an update.

The issue is that telephone banking don't always get full access to the customer profile screen, so if that person doesn't have the necessary 'account opening permissions' they cannot view any accounts - opened, closed or even pending applications.

Which is probably why they mentioned visiting a branch as they can view this and if all that is required it the signature they can do that and in some cases complete the account opening.

If being brutally honest when working for HSBC, they were never the most joined up of banks when it comes to using different channels. This is made worse when you factor in 'bonus' points, for example, you start an account opening online then visit the branch to complete, the branch staff will not be recognised for that work for their bonus - which is why they can be a little 'distant'.

No letter so far asking me to go into the branch, so I am just going to leave it and see what happens this week.

I think they have got a bit confused, and if as you say they cant see accounts which are pending being opened maybe saying go into the branch with ID is there way of saying well we don't know but they might.

I would have thought if they wanted ID the letter I got would have asked for it and not just asking for my signature, unless they decided they wanted ID after they opened it ?.

Anyway thanks for all the input.