No access to internet or mobile banking

Nual

More than 3 months ago I was locked out of my HSBC online / mobile account and was unable to reset it as it kept rejecting the security information. I contacted the helpline and for around 45 minutes the employee talked me through trying to reset the account. In the end we both gave up and she arranged for me to have a pass key posted out to generate the security code instead of on my phone.

I received a letter with an activation code but unfortunately was ill, then on holiday, and when I returned realised the code had expired. In part I couldnt face trying to set it up as the earlier experience left me demoralised and feeling like I was too stupid to understand the instructions.

Today I bit the bullet and went into my branch. Explained the problem and a wonderful customer service person eventually sorted it out. However, she had to try half a dozen times with the security system and eventually wipe it all and start again. It took well over half an hour and she was very clear that the issue was due to an IT glitch that she had never encountered before, and not down to me doing anything wrong.

Can I claim compensation for being without mobile/ internet access for all this time , due to an IT glitch in their system? When I queried this I was told no as branch and telephone banking was available.

Dean000000

No. You cannot.

Many thanks

colsten

Nual wrote: »

Can I claim compensation for being without mobile/ internet access for all this time , due to an IT glitch in their system? When I queried this I was told no as branch and telephone banking was available.

That, plus you didn't exactly press them for access if it stopped working as long as 3 months ago. What you want to be compensated for?

Willing2Learn

Compensation for what exactly? You spent three months doing nothing about it. It can't have inconvenienced you much, or impacted negatively upon your life, otherwise you would have been chasing it up. When you finally followed up the problem, it was rectified pretty quickly.

18cc

No no no of course you can claim compensation this is the compensation culture century and if they don't give you compensation you definitely can complain that they didn't give you compensation and get compensation for that

Nual

Thanks folks.

I understood that TSB customers were compensated for loss of electronic banking - or was that loss of all banking?

I spent considerable time working round this problem - withdrawing cash and paying it into another account in order to meet the monthly payin requirements, checking balance at ATMs rather than online, time spent on the phone and a special visit to the bank to sort it..
.
As I explained, I felt that I couldn't get it to work because I was being stupid and it was my fault that I couldn't get the technology to work. Not that it was an IT glitch in their system. No IT glitch and I would never have had a problem to deal with.

colsten

Nual wrote: »

Thanks folks.

I understood that TSB customers were compensated for loss of electronic banking - or was that loss of all banking?

I spent considerable time working round this problem - withdrawing cash and paying it into another account in order to meet the monthly payin requirements, checking balance at ATMs rather than online, time spent on the phone and a special visit to the bank to sort it..
.
As I explained, I felt that I couldn't get it to work because I was being stupid and it was my fault that I couldn't get the technology to work. Not that it was an IT glitch in their system. No IT glitch and I would never have had a problem to deal with.

So you want compensation from HSBC for thinking that you were, in your words, stupid?

Nual

No. For having a glitch in their IT system that caused me a lot of inconvenience

Willing2Learn

It cannot have caused you that much inconvenience as you would have chased it up in the first week. You waited three months. Why did you wait three months if you were so inconvenienced? (Maybe there was a good reason for the delay)

Nual

TSB's IT disruption started on 20 April 2018 and saw many locked out of online banking and their mobile apps - from MSE website article.

This is what happened to me and my HSBC account. I waited 3 months because I thought it was my fault that I could not log in , that I was mis-remembering my password and memorable answers when they were rejected, maybe my memory was going and I couldnt face trying in case it all happened again. Pride, fear and all that.

Willing2Learn

Nual wrote: »

I waited 3 months because I thought it was my fault that I could not log in , that I was mis-remembering my password and memorable answers when they were rejected, maybe my memory was going and I couldnt face trying in case it all happened again. Pride, fear and all that.

I can understand how you felt.