HSBC Current Account

soulsaver

I posted this in another HSBC thread - it may help manage expectations...
HSBC Advance account opening - story so far; I hope the info may help people watch out for the tripping points:

I had edited some of the info to come in line with their jargon and the incorrect understanding of their process.

I applied on-line Dec 12th (so Xmas is a factor)

I got an acceptance letter in about couple of weeks, (2nd Jan) with a sample signature form to post back..

After another week, after a call to them (9th), '...we haven't received the signature form - phone back next week..'

Then another call on Monday (16th) '...we've got it (got on 12th Jan)... but we haven't looked at it yet as we work through them roughly date order... I'll put a chase on it to get the telephone banking security number set-up asap...' which you need to register for on-line banking & subsequent switch.
(How long does that take?)
'We'll call you..'
(When -ish?)
'This week...probably..' (which ended Friday 20th).
So probably 5 weeks elapsed so far but TBF Christmas is in there.

So - they got back 20th as promised, to say the account is open (but it wasn't - see later), details, card & initial security number which I'll need to register for on-line etc. is 'in the post..'

I got nothing until yesterday, Thursday 02/02/17 - and then just a debit card - no pin - no telephone code. But the debit card shows ac no & sort code (obviously). So I go back to the registration page... but it needs the telephone banking security code.

So I ring the helpline and after much frustration with the automated call answering I finally get to an agent - who tells me she can help.

So (note) after security checks (DoB, Card Number (although already entered) etc - which they confusingly call identity checks) she puts me through to an on-the-phone system where you key in your chosen 6 to 10 numeral telephone banking security number... twice to be sure.. then transferred back to her, for a bon voyage, and any other ???s & offers to send a video of how to register.

She also offers to do reg for OB over the phone: How long does it take? 20 minutes. Me:I'll do it on-line.

I'm busy so I leave on-line registration until the evening (mistake, in hindsight) CS not open after 18:00

So armed with my debit card & my telephone security pin I settle down after dinner to register.

Get to the registration screen: sort code, done; ac no, done; DoB, done; Telephone sec key, done; Click continue - ERROR you have not supplied correct info - phone this CS number - quote error code HK1.

Cancel & go back to start - I fill it all in again with close attention, click continue - ERROR you have not supplied correct info - phone this number - quote error code HK1.

I fiddle around with it for a while before giving up... unimpressed.

So, new day, and settle down to phone the help line - get the automated choices cr*p and key sort code, ac no, Dob.... and get 'can't match your details'. Ah methinks someone has screwed up the DoB in their system, but it worked the previous day??

But, JIC, I do it again - just to exclude the fat finger doubt - same fail.

Then you push random buttons until you get 'We'll put you through to an operator...' then the aggravation of '..all our operators are busy...' & additional wind-up '... have you tried our on-line banking...'

Then some music (decent IMO - sound like east coast modern jazz, possibly Earl Klugh on acoustic gee tar) - couple of tracks of that later I get the ringing out tone ... and finally a lady's voice... with a Philippines accent.

Me: Are you in the UK? No - Philippines. How can I help?

I give the summary to date. She apologises & says she can resolve this & I will be on-line banking with HSBC today.

So I'll take you through security - fails. DoB: Did you say 5 or 6? '5'

That's incorrect she says. No it's not - I say - I'm fully aware of my correct date of birth.

She - it's not what we have here.

Me- How did I get through your security yesterday? (But it's dawning on me why I couldn't register on-line - they've input the incorrect DoB).

She can you hold on? Music again. Then after a few mins- additional security questions and then 'Right that's been corrected'

Then (was still on the phone but she offers to phone me back) on my PC I open HSBC.co uk/register/ go through the set up which takes 10 mins to complete, choosing the usual security questions inputting answers etc.

Original attempt, after getting the DoB 'wrong' apparently it suspended the telephone security pin - so no matter what 'correction' I tried wouldn't have worked. Duh!

Now we're all sorted? Well, no - 'cos now I'm waiting for the physical key. Can I use my First Direct one? No, she says it won't work.

I can't set up a new payee on-line without it - she seemed unclear whether you can with telephone banking (like FD can).

PS There is another idiosyncrasy - you choose a user name (not case sensitive) which must comply with several criteria including must be unique . For convenience I wanted to use my First Direct user name which is unusual in 13 characters - it failed on 'not unique' so I guess it must be checkin FD data, too.

I subsequently opened the reg saver - appears you don't need the key for that...

Now, do I wait for the key before initiating the switch? ermm..

Edit: I put digital key when it's physical key I'm waiting for.

twistednail

Wow, what a saga!

The inconsistency with HSBC is astounding. I just left my local branch where I was told that the application had gotten as far as it could get online and that I should have been told that I actually need to go into the branch to finish setting up the account. Apparently there is no other way for my application to be completed. So WHAT IS THE POINT of having an online application system?! It has been over two weeks, which I know is nothing compared to the wait some people are having, but with my NatWest opening and switch completed in the same timeframe, that is what has left me annoyed.

My biggest issue has been the complete lack of communication. I told the manager today that I wouldn't even mind if it was just automated texts to let me know what stage my application is at. For all I know, my application has been deleted. The guy in the branch spent 10 minutes staring at his tablet trying to work out which stage my application is at - it is that difficult for staff to even fathom it! I then spoke to the manager who was very apologetic, and informed me about having to do the set-up in the branch. Why wasn't this communicated to me before now? I was then told the earliest appointment was two weeks away, before he managed to find me a slot on Tuesday.

Given that this is the first point of contact with the bank, I can see why they have to offer such a high switching incentive because otherwise people wouldn't bother with it. I have such a bad impression of them now that I really don't know what it is worth the money to stay with them, especially as Halifax have always been really good with me. Banks like HSBC are really giving the switching service a terrible name! And it hasn't even gotten to the switching bit yet, so I hope that is a lot smoother.

B19JON

Got My debit card in the post today. No other details just that.

Called up and set everything up over the telephone.

Set my phone up ( which was a hair pulling moment )

everything is all active and working

phew

badger09

twistednail wrote: »

Given that this is the first point of contact with the bank, I can see why they have to offer such a high switching incentive because otherwise people wouldn't bother with it. I have such a bad impression of them now that I really don't know what it is worth the money to stay with them, especially as Halifax have always been really good with me. Banks like HSBC are really giving the switching service a terrible name! And it hasn't even gotten to the switching bit yet, so I hope that is a lot smoother.

So they're not giving the switching service a terrible name. They're giving HSBC account opening process a terrible name:cool:.

twistednail

badger09 wrote: »

So they're not giving the switching service a terrible name. They're giving HSBC account opening process a terrible name:cool:.

I understand that they are two separate processes, my point was that *some* people will view it as one whole process. I have tried to convince friends to switch accounts and most of them say it is too much hassle. Prior to my experiences with HSBC I wouldn't have agreed with them, but if you have to wait 3+ weeks for any communication from the bank and the switching process hasn't even begun then it doesn't instil much confidence in the process. Hearing about my experience with HSBC has put at least one friend of the idea of switching.

I have cancelled my application with HSBC and applied elsewhere.

soulsaver

soulsaver wrote: »

I posted this in another HSBC thread - it may help manage expectations...
HSBC Advance account opening - story so far; I hope the info may help people watch out for the tripping points:

I had edited some of the info to come in line with their jargon and the incorrect understanding of their process.

I applied on-line Dec 12th (so Xmas is a factor)

I got an acceptance letter in about couple of weeks, (2nd Jan) with a sample signature form to post back..

After another week, after a call to them (9th), '...we haven't received the signature form - phone back next week..'

Then another call on Monday (16th) '...we've got it (got on 12th Jan)... but we haven't looked at it yet as we work through them roughly date order... I'll put a chase on it to get the telephone banking security number set-up asap...' which you need to register for on-line banking & subsequent switch.
(How long does that take?)
'We'll call you..'
(When -ish?)
'This week...probably..' (which ended Friday 20th).
So probably 5 weeks elapsed so far but TBF Christmas is in there.

So - they got back 20th as promised, to say the account is open (but it wasn't - see later), details, card & initial security number which I'll need to register for on-line etc. is 'in the post..'

I got nothing until yesterday, Thursday 02/02/17 - and then just a debit card - no pin - no telephone code. But the debit card shows ac no & sort code (obviously). So I go back to the registration page... but it needs the telephone banking security code.

So I ring the helpline and after much frustration with the automated call answering I finally get to an agent - who tells me she can help.

So (note) after security checks (DoB, Card Number (although already entered) etc - which they confusingly call identity checks) she puts me through to an on-the-phone system where you key in your chosen 6 to 10 numeral telephone banking security number... twice to be sure.. then transferred back to her, for a bon voyage, and any other ???s & offers to send a video of how to register.

She also offers to do reg for OB over the phone: How long does it take? 20 minutes. Me:I'll do it on-line.

I'm busy so I leave on-line registration until the evening (mistake, in hindsight) CS not open after 18:00

So armed with my debit card & my telephone security pin I settle down after dinner to register.

Get to the registration screen: sort code, done; ac no, done; DoB, done; Telephone sec key, done; Click continue - ERROR you have not supplied correct info - phone this CS number - quote error code HK1.

Cancel & go back to start - I fill it all in again with close attention, click continue - ERROR you have not supplied correct info - phone this number - quote error code HK1.

I fiddle around with it for a while before giving up... unimpressed.

So, new day, and settle down to phone the help line - get the automated choices cr*p and key sort code, ac no, Dob.... and get 'can't match your details'. Ah methinks someone has screwed up the DoB in their system, but it worked the previous day??

But, JIC, I do it again - just to exclude the fat finger doubt - same fail.

Then you push random buttons until you get 'We'll put you through to an operator...' then the aggravation of '..all our operators are busy...' & additional wind-up '... have you tried our on-line banking...'

Then some music (decent IMO - sound like east coast modern jazz, possibly Earl Klugh on acoustic gee tar) - couple of tracks of that later I get the ringing out tone ... and finally a lady's voice... with a Philippines accent.

Me: Are you in the UK? No - Philippines. How can I help?

I give the summary to date. She apologises & says she can resolve this & I will be on-line banking with HSBC today.

So I'll take you through security - fails. DoB: Did you say 5 or 6? '5'

That's incorrect she says. No it's not - I say - I'm fully aware of my correct date of birth.

She - it's not what we have here.

Me- How did I get through your security yesterday? (But it's dawning on me why I couldn't register on-line - they've input the incorrect DoB).

She can you hold on? Music again. Then after a few mins- additional security questions and then 'Right that's been corrected'

Then (was still on the phone but she offers to phone me back) on my PC I open HSBC.co uk/register/ go through the set up which takes 10 mins to complete, choosing the usual security questions inputting answers etc.

Original attempt, after getting the DoB 'wrong' apparently it suspended the telephone security pin - so no matter what 'correction' I tried wouldn't have worked. Duh!

Now we're all sorted? Well, no - 'cos now I'm waiting for the physical key. Can I use my First Direct one? No, she says it won't work.

I can't set up a new payee on-line without it - she seemed unclear whether you can with telephone banking (like FD can).

PS There is another idiosyncrasy - you choose a user name (not case sensitive) which must comply with several criteria including must be unique . For convenience I wanted to use my First Direct user name which is unusual in 13 characters - it failed on 'not unique' so I guess it must be checkin FD data, too.

I subsequently opened the reg saver - appears you don't need the key for that...

Now, do I wait for the key before initiating the switch? ermm..

Edit: I put digital key when it's physical key I'm waiting for.

So, just to tail the tale: I got the (physical) key pad today 15/02/17... the paperwork with it is dated 03/02/17.

I've activated it without much problem - but the instructions could be clearer. Like London busses... two keys arrived together ..separate envelopes... both dated same, both addressed to me.

Reg Saver opened & funded.

The switch has completed (beating getting the key pad here) and I'm just waiting for the incentive cash.

'ooRay!

tinsoldier

I am having similar problems with HSBC, and it has now been over 30 days since the application was accepted. I've only just received my card, and after a long and fruitless call to their customer services was told that they couldn't answer any questions because I hadn't set up my telephone password (the application form for which only arrived today). The lady I spoke to suggested I go into branch to arrange the switch despite being told previously that I would get a call to arrange. So my question is this, given that it is now over 30 days since my application was accepted and sort code and account number created, can I still organise the switch and get the payment?

HSBC are a total nightmare, btw.

jimjames

claire*** wrote: »

Thanks everyone. Was only going with them for the switching offer so think i will have a rethink on that.

Interesting that nearly 2 years on from my account opening they haven't improved or changed at all. Worst process of any bank that I've opened an account with. It was still worth it for £240 though

agentk

Waiting here too. Letter of approval 3 weeks ago sent specimen sig. Nothing since.

Ken68

Applied two weeks ago. Received acceptance letter today. TWO of them. and a note on the envelopes "save paper, do it online"