HSBC Telephone banking

worn_out

It seems that a 3rd party has managed to use the HSBC telephone banking facility to get access to customer personal data, then change the contact phone number, note the address and get debit card details including the code. Then go on an online spending spree, making the account overdrawn (warning texts from HSBC went to the changed phone number)..to the tune of £3k. The culprit has now been caught (in house)  The account has now been unlocked and the cash returned to the account..after 4 weeks. Shambolic dialogue between HSBC and customer, (too much to write)... and the stress and anxiety can only be imagined...as well as the worry what else was taken..(on top of home address). HSBC are trying the brush this away, have offered £250 to go away...What do you think apart from change banks...

flashg67

£250 sounds ok to me, but I guess not to you. When I've dealt with complaints in my job, I always ask 'what are you looking for' - you might not always get it, but it gives both parties an idea of where each other is thinking. You always have the choice of going to the FOS if you're not happy with their final complaint response.

worn_out

No decision made yet about the compo, still waiting for data access request reply which would include the transcript of the phone call which managed to breach the entire telephone banking security system and give a total stranger access to personal details. Think it's pretty clear a member of HSBC staff was complicit....

JReacher1

It’s probably more likely that you have been careless with your personal data and someone has managed to impersonate you on the phone. 

HSBC have voice recognition software as your telephone password. Did you ever set that up on your account? If you didn’t then I would guess someone has just stolen your details. 

I would take the £250 and forget about this.  The offer seems more than fair.  If you push them too much they may withdraw the offer and I doubt you’ll be able to win anymore than this in any court battle.