Advice from HSBC customers, please

AngelaOrkney

I currently bank with Santander, but live in the middle of nowhere and don’t have mobile coverage. To make a payment from Santander, they insist on texting a one-time-passcode to a mobile number.
I understand it is new security, but they can only send the code to a mobile. Apple, and even the tax office are able to send texts to my landline and I receive them as spoken messages.
Santander insist I can call customer services and they will make the payment on my behalf, which I usually do. But after spending 20 minutes in the queue to get an urgent payment made, it was later stopped by Santander security department as a possible fraud - then they texted me to ask for confirmation that it was valid. I found out the next day when I went in to town, that the urgent payment had not been sent.
So my question to HSBC customers, does anyone have a similar issue with their bank: I don’t want to change and find out I have the same problem.
Thanks

Rich2808

AngelaOrkney wrote: »

I currently bank with Santander, but live in the middle of nowhere and don’t have mobile coverage. To make a payment from Santander, they insist on texting a one-time-passcode to a mobile number.
I understand it is new security, but they can only send the code to a mobile. Apple, and even the tax office are able to send texts to my landline and I receive them as spoken messages.
Santander insist I can call customer services and they will make the payment on my behalf, which I usually do. But after spending 20 minutes in the queue to get an urgent payment made, it was later stopped by Santander security department as a possible fraud - then they texted me to ask for confirmation that it was valid. I found out the next day when I went in to town, that the urgent payment had not been sent.
So my question to HSBC customers, does anyone have a similar issue with their bank: I don’t want to change and find out I have the same problem.
Thanks

I have just paid £2.50 online using my HSBC debit card - to pay off my credit card (which I have done before).

I still had to receive a text message with a passcode to authorise that small payment online - essentially to a previously used merchant (i.e. my own credit card).

I recently had to make a £7,000 debit card payment - and had to call them and they gave me 30 minutes to do the payment online. They are usually pretty quick to pick up the phone - although I once had to wait 20 minutes to get through to them when I lost my debit card to cancel it (I couldn't login online to do it as I didn't have my secure key) - which was stressful and I thought far from ideal (as card lost/stolen lines should not keep you waiting for long).

So I am afraid you still encounter the same issues!

I don't mind the protection - but for £2.50 to a repeat payee it does get a bit irritating!

[Deleted User]

It’s not an issue.

Most phones these days have WiFi calling that also allows the sending and receiving or SMS messages or you can get a signal booster.

eskbanker

https://www.hsbc.co.uk/help/security-centre/simple-safe-secure/ advises that their method of strong customer authentication is Secure Key, which is made available in physical or app-based variants, so a physical one should suit someone without a mobile signal.

https://forums.moneysavingexpert.com/discussion/6021774/strong-customer-authentication-now-delayed-changes-to-online-verification summarises the approaches adopted by the main players, some of whom do support landline messaging....

Rich2808

eskbanker wrote: »

https://www.hsbc.co.uk/help/security-centre/simple-safe-secure/ advises that their method of strong customer authentication is Secure Key, which is made available in physical or app-based variants, so a physical one should suit someone without a mobile signal.

https://forums.moneysavingexpert.com/discussion/6021774/strong-customer-authentication-now-delayed-changes-to-online-verification summarises the approaches adopted by the main players, some of whom do support landline messaging....

Agreed - my post was about online debit card payments (I perhaps misinterpreted the question).

The HSBC physical secure key works for logging into internet banking (via the app or online) and thus setting up new payees/making payments - and doesn't require a mobile signal or having your debit card with you. Same applies to First Direct and M&S.

You can opt to replace the physical key via an digital secure key via the app - you can't have both physical and digital. HSBC are keener on the latter - as everytime you login in via the app they prompt you to set up the digital key (thus rendering your existing physical key redundant). Its of course possible they may phase out the physical key entirely eventually.

sal_III

!!! wrote: »

It’s not an issue.

Most phones these days have WiFi calling that also allows the sending and receiving or SMS messages or you can get a signal booster.

Your mobile provider needs to offer that WiFi calling and/or booster option, and most MVNOs don't.

I agree that it might be a better option solving other issues as well, instead of changing banks

eskbanker wrote: »

https://www.hsbc.co.uk/help/security-centre/simple-safe-secure/ advises that their method of strong customer authentication is Secure Key, which is made available in physical or app-based variants, so a physical one should suit someone without a mobile signal.

You can still use the app SecureKey even without coverage as long as you have WiFi internet. The mobile coverage is only needed once, to receive the code for the SecureKey activation. This can be done while in an area with mobile signal, then use the app at home.

I just don't know if you need OTP when adding a new payee, it's been a while. Definitely don't need OTP for payments to existing payees, only the mobile app / SecureKey

18cc

If it were me I would choose either First Direct (good telephone banking, or online banking using a secure key ie no texts) or Nationwide (again, card reader thingy so no need to receive texts).

In general, and especially if you are paranoid about banking security, avoid banking with banks that do verification by text anyway (eg Santander, Lloyds) as this method is inherently insecure.

keef-WhatStandards

There are banks that don't insist on you having a mobile. I use the CoOp for example and they email me to confirm unusual transactions.

born_again

Great answers..

Shame the OP has not said if this is for Card payments or for setting up a new payee on internet banking.

While things like secure key help with new payee's on internet banking. They will not help with card payment and the need for the increased security.

So if the OP is looking at card payments. Then HSBC or First Direct will be no better.

18cc

Currently Nationwide wants you to use OTP to verify card payments online but are developing a method to use your card reader so hopefully that will come soon eliminating the need to be able to receive text messages

https://www.nationwide.co.uk/guides/news/all-news/2019/05/strong-customer-authentication