HSBC security form

nilesh3541

Hello everyone

I hope you can help me with this matter. My son recently opened an account with HSBC and was posted a security form to fill in. This form was completed and was taken to the branch to be handed in to one of the customer services. The form said that it should be posted with the pre-paid envelope provided but since we were handing it in to the branch we did not put it in the envelope. My son did however take the envelope with him and we did ask if the envelope was still needed. The response from the person we talked to was that the envelope was not needed and was only there if you were sending it by post. She took the form from us and read through the security form with our security numbers and claimed she wanted to make sure everything was filled in correctly. She then claimed that she would send it for us as soon as we left. A couple of days ago my son received a letter from HSBC saying that the envelope in which the security form was sent had been opened and they wanted us to fill in another one. I am quite furious because I knew from the beginning that they should not have checked my security form but I thought they could be trusted as they would have known most of our details anyway. The thing that is troubling me the most is that if the envelope was open then how did HSBC send it. I seem to be under the impression that HSBC are not that trustworthy. Another problem I encountered was when my son wanted to query his debit card with them. My son had 18 digits on his card along with quite a few other people on this forum but when he asked customer services the response was that only credit cards have 16 digits and ALL debit cards have 18 digits. My son had opened an account with rbs and he knew that hsbc were the only bank which have supplied him with an 18 digit card so he argued against this. The person said that since my son is under 16 he can only have a solo card which always has 18 digits and they cannot be used at any place where they ask for 16 digits because those places are asking for credit cards and not debit cards. After a while the person said that the hsbc card can be used as 16 digits if you knock off the first 2 digits. This contradicts the 20 minutes talk we had with her and we are highly disgusted with this service. The thing I am concerned about is that my son's security form was revealed to another person as the envelope was open when it had arrived at hsbc's main branch. I thought hsbc would have at least sealed the envelope so none of my details were revealed.
What should I do? I know who I talked to by name if this helps.
My son was saying to close the account but we are on the final stage.
Please assist me on what me and my son should do and what you would do.
Thanks.

gt94sss2

nilesh3541 wrote: »

The thing I am concerned about is that my son's security form was revealed to another person as the envelope was open when it had arrived at hsbc's main branch. I thought hsbc would have at least sealed the envelope so none of my details were revealed.

I am guessing that the form was sent via their own internal mail system to the unit that processes them centrally and I am betting it was sealed..

However, that processing unit are probably not satisfied as it was not sealed in 'their' envelope when they received it and to avoid any possible breach of security they want your son to fill the form in again and post it to them. i.e. in case it was originally sealed in their envelope and then opened and resealed in a new envelope.

It is also actually possible for a branch to enter the information directly into their systems, if you go along with some ID to prove you are the account holder or (I think) for it to be done on the telephone if your son calls them on 0845 600 2290 (+44 1226 261 226) and tells them he needs to set up security..

Regards
Sunil

Mikeyorks

nilesh3541 wrote: »

The form said that it should be posted with the pre-paid envelope provided ...

So why completely ignore that and then ....

I am quite furious because I knew from the beginning that they should not have checked my security form but I thought they could be trusted as they would have known most of our details anyway. The thing that is troubling me the most is that if the envelope was open then how did HSBC send it. I seem to be under the impression that HSBC are not that trustworthy

.... criticise them for reading the open document you gave them???

They will have sent it by internal mail - and their Security people have decided they don't like that, hence the request to vary it? So suggest you do it the way they ask this time?

lamb7994

my first direct card has 18 digits because it's a 6759 followed by your sort code (6) and account number(8)


James

gt94sss2

lamb7994 wrote: »

my first direct card has 18 digits because it's a 6759 followed by your sort code (6) and account number(8)

So does my HSBC debit card (ignore what I wrote earlier - now edited)

However, I have never had any problems using it anywhere..

Regards
Sunil