HSBC - locked out

warnski

Hi



Just wondered if anybody had any advice on this:


My elderly father has been using online banking with HSBC for several years now. For some reason he recently changed his password and received a new secure key/key fob thing.


As he gets easily confused these days, he's managed to forget his new log in details and after 2 long phone calls with the bank is still unable to access and view his account online.


It's 30 miles to his nearest branch, so I've suggested that we just instigate a switch to a different provider as I believe we can do this with the details he still remembers.


Has anybody any other tips or suggestions?

warnski

One detail I forgot to mention - phone calls to the bank have got us nowhere because he can't get past the "voice recognition" test!

Robin9

Have you got POA for him ?

xylophone

Ask your father about granting PoA.

https://www.gov.uk/power-of-attorney

https://www.hsbc.co.uk/help/security-centre/lost-your-details/

It is calling the automated system that is proving the difficulty?

Does your father want to switch banks?

If not, it might be easier for him to make an appointment at the branch and for you to accompany him with proofs of his identity?

kazwookie

Why did your father change his password? are you sure he has NOT been forced into doing this by some scammers or similar, while the account is locked, I suggest you drive him the 30 miles to the bank with ID etc, and make sure no one else has got into his account.

warnski

I have not got POA but will be rectifying this soon.


My father does want to switch banks, partly because there is no longer any branches local to us and partly because he is frustrated at the time he has spent on the phone trying to rectify the situation, without success.



It's not just the automated phone service, we have spoken to advisors on the phone but each time we've hit a barrier by his failing the voice recognition test - possibly because his voice is affected by the large amount of medication he takes for various conditions.


I'm unsure why he changed his log in details, I was away at the time.


We will be visiting a branch to check that nobody is scamming him but I plan to instigate a switch of provider for him regardless.


Thank you

colsten

warnski wrote: »

I have not got POA but will be rectifying this soon...............

My father does want to switch banks..............

We will be visiting a branch to check that nobody is scamming him but I plan to instigate a switch of provider for him regardless.

As you don't have POA, you cannot instigate anything without his agreement. A different bank might not be the answer, anyway - - as your father gets older, he might need help from you that you can only give if you have POA.

xylophone

We will be visiting a branch to check that nobody is scamming him

An excellent idea - don't forget to make an appointment first and make sure that your father brings the necessary proofs of identity for name and address.

https://www.hsbc.co.uk/help/banking-made-easy/help-us-identify-you/

I plan to instigate a switch of provider for him regardless.

Only your father can do this until you have PoA.