HSBC Advance switch

Ro5SM

I applied for this account about 9 days ago and am yet to receive the telephone pass code thing. The mention of the £1,750 pay-in in the blurb also had me slightly worried, but this thread has reassured me. I guess it's always good that we read the small print...

Luckily I requested my switch to happen mid-January. I also have a 2nd current account - can be useful in these type of instances.

thriftytracey

I have switched to HSBC (purely for the bribe).  My account went live on 20th December.

I have a question which I am hoping a fellow switcher can answer.

Because the offer is ended I can't find an online reminder of the conditions for the switch i.e. was it two standing orders and/or two direct debits or a mix?  I have two standing orders set up originally which have switched across correctly the next payments for them are one in January the other on 2nd February.  I remember there was a deadline for the standing orders/direct debits to be paid out to qualify for the cash.  I was caught out before on another switch a few years' back where I missed the deadline as the DD I set up was taken too late to qualify so I don't want this to happen again.  I believe it was within 60 days but may be wrong.  I also don't remember when the cash is paid in.

I do feel uneasy about posters on here saying there is no minimum payment required for the incentive.  I will contact the Support Desk for clarification although I would prefer to see that in writing on line when the switch was first advertised.  I do have income paid in but not £1750.

I have a few comments, well, a small essay, about my experience of the switch itself.  

1.  Did not get the Telephone Security numbers in the post until after the account went live.  Because they were not received in time I called to set them up.  (I got locked out quite quickly when attempting to use them on line - I think it was after only two attempts.  Because the account had not yet gone live I had to go through a "reset" for the account to be unlocked.  I was warned that if I got a question wrong nothing could be done until the Telephone Security Numbers were received through the post).  The questions were ridiculous - what was my previous address?  Well, I said, I have lived here for over 25 years and you would not know my previous address.  Next question - name some transactions on your account.  I said - as the account has not gone live yet there are no transactions.  Obviously trick questions as I passed the "reset"!

2.  Setting up telephone voice recognition was impossible using the landline I tried numerous times (in a quiet room, not on loudspeaker, speaking clearly and distinctly each time.  What would happen it would recognised it once, then not on the second time, third time recognition, fourth and fifth failure.  Going through to an "advanced" specialist in customer service was no help whatsoever who just advised no background noise, not loudspeaker etc.  I then tried it on my mobile and it worked first time.  Incidentally, if anyone here is having the same issues the direct number to the automated voice recognition software is 08000 852380 and you won't be on hold for aeons.

3.  Registering for online banking is an absolute nightmare with requirements for username, password, various questions, a memorable word, PIN, you name it.  

4.  Reviews for customer service on Trustpilot are poor - one star.  The reviews mention the phone app is not user friendly.

5.  Because I refuse to use banking apps on the phone I requested a card reader.  This came today so it was the first time I could could then go on line to check my account.  Further hoops to go through of course - adding another PIN and serial number.

6.  The helpdesk is mainly offshore so it is difficult to understand the accent.  I did once (in my many phone calls for assistance) get through to a UK based helpdesk, at 9.00am on a Sunday.  The person I spoke to said if offshore not available then it is routed to UK, but in the main based offshore.

7.  Calling at different times of the day I was often on hold for 20 minutes and longer.  9:00am seems the best time to get through.

8.  I completed and sent off the joint mandate form and realised I had added a signature in the bank use only section, although I think it said branch section so not very clear.  I expect this to be returned as there were so many instructions on the form.

In summary - I have done a fair few switches over the years and this has been by far the worst.

Ro5SM

thriftytracey said:

Because the offer is ended I can't find an online reminder of the conditions for the switch i.e. was it two standing orders and/or two direct debits or a mix?  I have two standing orders set up originally which have switched across correctly the next payments for them are one in January the other on 2nd February.  I remember there was a deadline for the standing orders/direct debits to be paid out to qualify for the cash.  I was caught out before on another switch a few years' back where I missed the deadline as the DD I set up was taken too late to qualify so I don't want this to happen again.  I believe it was within 60 days but may be wrong.  I also don't remember when the cash is paid in.

I do feel uneasy about posters on here saying there is no minimum payment required for the incentive.  I will contact the Support Desk for clarification although I would prefer to see that in writing on line when the switch was first advertised.  I do have income paid in but not £1750.

Google 'hsbc £150 switch' and you'll find it (this forum won't let me post the direct link).

I'd assume from the wording that 2 x direct debits OR 2 x standing order would qualify. I'm not sure about 1 of each? They really should make that clear. Also, I might be wrong, but I thought any 'active' direct debit or standing order that's transferred over counts i.e. the date when the next transfer is actually made is irrelevent?

It makes no mention of any minimum pay-in.

thriftytracey

Ro5SM said:

thriftytracey said:

Because the offer is ended I can't find an online reminder of the conditions for the switch i.e. was it two standing orders and/or two direct debits or a mix?  I have two standing orders set up originally which have switched across correctly the next payments for them are one in January the other on 2nd February.  I remember there was a deadline for the standing orders/direct debits to be paid out to qualify for the cash.  I was caught out before on another switch a few years' back where I missed the deadline as the DD I set up was taken too late to qualify so I don't want this to happen again.  I believe it was within 60 days but may be wrong.  I also don't remember when the cash is paid in.

I do feel uneasy about posters on here saying there is no minimum payment required for the incentive.  I will contact the Support Desk for clarification although I would prefer to see that in writing on line when the switch was first advertised.  I do have income paid in but not £1750.

Google 'hsbc £150 switch' and you'll find it (this forum won't let me post the direct link).

I'd assume from the wording that 2 x direct debits OR 2 x standing order would qualify. I'm not sure about 1 of each? They really should make that clear. Also, I might be wrong, but I thought any 'active' direct debit or standing order that's transferred over counts i.e. the date when the next transfer is actually made is irrelevent?

It makes no mention of any minimum pay-in.

The pdf document referenced above states:-

(d) instruct us to start a full switch of a current account, including at least two Direct Debits or Standing Orders, to your eligible current account using the Current Account Switch Service*1 (“CASS”) to start within 30 days of the date of your eligible current account being opened;

"to start" - is that the date the DD's or SO's are paid out of the account or is the date the DD or SO shows as a payee on the account?

I will contact HSBC at a time I am likely to speak to a UK operative to get this clarified and post the answer back here.

eskbanker

thriftytracey said:

Ro5SM said:

thriftytracey said:

Because the offer is ended I can't find an online reminder of the conditions for the switch i.e. was it two standing orders and/or two direct debits or a mix?  I have two standing orders set up originally which have switched across correctly the next payments for them are one in January the other on 2nd February.  I remember there was a deadline for the standing orders/direct debits to be paid out to qualify for the cash.  I was caught out before on another switch a few years' back where I missed the deadline as the DD I set up was taken too late to qualify so I don't want this to happen again.  I believe it was within 60 days but may be wrong.  I also don't remember when the cash is paid in.

I do feel uneasy about posters on here saying there is no minimum payment required for the incentive.  I will contact the Support Desk for clarification although I would prefer to see that in writing on line when the switch was first advertised.  I do have income paid in but not £1750.

Google 'hsbc £150 switch' and you'll find it (this forum won't let me post the direct link).

I'd assume from the wording that 2 x direct debits OR 2 x standing order would qualify. I'm not sure about 1 of each? They really should make that clear. Also, I might be wrong, but I thought any 'active' direct debit or standing order that's transferred over counts i.e. the date when the next transfer is actually made is irrelevent?

It makes no mention of any minimum pay-in.

The pdf document referenced above states:-

(d) instruct us to start a full switch of a current account, including at least two Direct Debits or Standing Orders, to your eligible current account using the Current Account Switch Service*1 (“CASS”) to start within 30 days of the date of your eligible current account being opened;

"to start" - is that the date the DD's or SO's are paid out of the account or is the date the DD or SO shows as a payee on the account?

I will contact HSBC at a time I am likely to speak to a UK operative to get this clarified and post the answer back here.

My interpretation is that the 30 days relates only to the time from opening the account to starting the switch process, rather than referring to the dates of any DD/SOs, i.e. as long as the DD/SO mandates are registered on the account being switched, the dates when they're first activated post-switch don't matter....

32Bitter

I have managed to open my HSBC Advance account and have fully set up my online banking after nearly 2 weeks waiting to get all the information in the post.

At the time of applying for the account I chose not to switch a current account at the time of application as my switching account was not quite ready.

When I am logged into online banking via a computer I cannot see anywhere how to switch a currently open account.  Was my only chance for this deal at the time of applying?  Other bank switches I have completed allowed me to switch afterwards and not at the time of applying.

Edit

I fear I may have had to switch at the time of application. 

I think I may have to visit a branch to complete a switch?  I am unlikely to get the £150 now I think.   

anotheruser

thriftytracey said:

The questions were ridiculous - what was my previous address?  Well, I said, I have lived here for over 25 years and you would not know my previous address.  Next question - name some transactions on your account.  I said - as the account has not gone live yet there are no transactions.  Obviously trick questions as I passed the "reset"!

They are random standard questions.
The answers are "None" and "None" - the operator will have entered those answers and they were accepted.
For others there would be other answers that can be checked but they wouldn't have specialised questions just for you or someone in your circumstances.

anotheruser

thriftytracey said:

3.  Registering for online banking is an absolute nightmare with requirements for username, password, various questions, a memorable word, PIN, you name it.  

4.  Reviews for customer service on Trustpilot are poor - one star.  The reviews mention the phone app is not user friendly.

5.  Because I refuse to use banking apps on the phone I requested a card reader.  This came today so it was the first time I could could then go on line to check my account.  Further hoops to go through of course - adding another PIN and serial number.

8.  I completed and sent off the joint mandate form and realised I had added a signature in the bank use only section, although I think it said branch section so not very clear.  I expect this to be returned as there were so many instructions on the form.

3: It's not anightmare, just a few more details than other banks.

4: What if some other bank has paid people to leave bad reviews?  You can't trust reviews anywhere really these days.

5: If you refuse to use banking apps on your phone, you WILL be left behind and as you have experienced, require yet more security hoops.  The banking app is just an interface for internet.  The code in the app will connect to the same code as online does.  I'd also suggest it is no more or less secure than a PC, perhaps even more secure as most warez affect Windows PCs.
What can be any more annoying than a little calculator thing or a card reader that can fail or run out of battery power?

8: You know why it's so complicated?  Because people have collectvely made it so.  It's no longer easy to open a joint accont.  Lloyds make you watch a video together, sign forms and this and that.  Then if you want another one, you have to go through the same in branch video watching.  Why?  Becuase people seem to think they can hold the bank liable if they split up with their partner and the partner empties the account (among other things).

HSBC are not perfect (I only have a £1 current account and a mortgage) but each bank has their own annoyances.

Poor_Leno

29.12 - email confirming account opening
30.12 - email saying debit card is on its way and will be with me in 3 working days
03.01 - time to activate your card email
05.01 - PIN number arrives for card

is this the normal process? With other switches I usually had the card before the pin. Still waiting for the card ?

Daliah

32Bitter said:

I have managed to open my HSBC Advance account and have fully set up my online banking after nearly 2 weeks waiting to get all the information in the post.

At the time of applying for the account I chose not to switch a current account at the time of application as my switching account was not quite ready.

When I am logged into online banking via a computer I cannot see anywhere how to switch a currently open account.  Was my only chance for this deal at the time of applying?  Other bank switches I have completed allowed me to switch afterwards and not at the time of applying.

Edit

I fear I may have had to switch at the time of application. 

I think I may have to visit a branch to complete a switch?  I am unlikely to get the £150 now I think.   

@32bitter: try 0345 587 3430 and ask for the switch team
https://forums.moneysavingexpert.com/discussion/comment/78336801/#Comment_78336801