HSBC Fraud and HSBC Being unhelpful

Fairyeggs

I had a call today from the HSBC Fraud team, They asked question i refuse to give. I was working so i just hang up. I got home i rang HSBC. They had no access to any accounts because of the system outage. 30 min later i get a call from fraud team. Still was not keen. thou she convince me & said look at the number on your phone and then look back of the card. (MATCH). So went ahead as she asked me to repeat the 2nd part of the postcode, She knew the 1st part.. She knew my card number well the last 4 digit. Then said i will need to put this account on hold so i need you to give me this 6 digit number i send you via text message. So i did that. It was after i done that it hit me. SO i look at my account while she was on phone and saw this transcation taken. Hang up and rang the bank. after an hour got through. They can't stopped this now and thou i reported it. I have to wait 10 working day for a call back and then they will decide if i would be refunded. To me giving them the code i feel it my own fault. So i think it a slim chance. I also only money i had. I got no food.. little petrol for work and no money. Till the end of the month. I asked if i can have an overdraft (550) to help me out till it sorted. Got refuse and had to do it online. 
I rang back and asked can they ring and sort it 2moro as a single parent i need that money for food, petrol etc. All i got was i have to wait for them to investigate. There is no friend or family i can ask. 
Is there a way i can get HSBC to treat me as top protity as a 5 year old is going to go with out food. (Apart from school lunch). It shocking. If they didnt have a system outage this would of been avoided

DCFC79

Speak to your local MP about it ?
They could potentially get the bank to listen to common sense.

Thrugelmir

Fairyeggs said:

If they didnt have a system outage this would of been avoided

Knowing that was a system outage. Surely the second call should have been a red flag waving. 

cymruchris

Firstly sorry to hear you're in this situation - it's not very pleasant to say the least, and can be a total panic. Have you ever received text messages like the ones above?

Most banks including hsbc are giving out warnings now - and tend to be quite heavy on their apps shouting about it about not giving out codes. As you’ve done so - as much as you’re in a very difficult situation - you’ll have to give them time to investigate. Having given out the code - you’ll have to hope that they’ll settle in your favour and refund the payments - but as you gave out the code willingly there’s a chance they won’t - so you’ll need to plan accordingly as though they won’t. It’s not going to get resolved tomorrow most likely - so you need to consider emergency options.  If there’s genuinely nobody that can help you out short term for support - then it might be a useful idea to get in touch with your local food bank - explain what’s happened and that you’re penniless with a child and need support in the form of a food parcel. I volunteer with one - and we’d happily put together a parcel for you when in dire straits - we wouldn’t let anyone go hungry. (Don't feel embarrassed or ashamed in approaching one)

https://www.trusselltrust.org/get-help/find-a-foodbank/

Ongoing - it’s worth getting yourself a second bank account with another bank - and keep a small amount of money in each. Should anything ever happen to one of your accounts - you’ll have a backup to keep you going. This won’t help you much today - but it’s a useful tip for when you’ve sorted yourself out. 

Wish you luck in resolving it and please update us as to how you’re getting on. 

kaMelo

You were doing ever so well right up until this point;

Fairyeggs said:

Still was not keen. thou she convince me & said look at the number on your phone and then look back of the card. (MATCH). So went ahead

From that point on you were taken in, as you now realise. As well as the six digit code what did the whole text message say? As @cymruchris has shown above, most if not all text messages include the advice never to share codes or move money with anyone, HSBC will never ask you to do so.

All you can do is make a complaint and let it take it's course, using the FOS if it's denied by HSBC. One thing is for sure, it will not be quick.

Amixo3032

Telling you now I’ve had LOADS of trouble with hsbc , go read my thread and find out what I had to put up with.. 


chat to them in the app and say refund my money , if you can prove those payments weren’t you then they will refund you. 

Fairyeggs

cymruchris said:

Firstly sorry to hear you're in this situation - it's not very pleasant to say the least, and can be a total panic. Have you ever received text messages like the ones above?

Most banks including hsbc are giving out warnings now - and tend to be quite heavy on their apps shouting about it about not giving out codes. As you’ve done so - as much as you’re in a very difficult situation - you’ll have to give them time to investigate. Having given out the code - you’ll have to hope that they’ll settle in your favour and refund the payments - but as you gave out the code willingly there’s a chance they won’t - so you’ll need to plan accordingly as though they won’t. It’s not going to get resolved tomorrow most likely - so you need to consider emergency options.  If there’s genuinely nobody that can help you out short term for support - then it might be a useful idea to get in touch with your local food bank - explain what’s happened and that you’re penniless with a child and need support in the form of a food parcel. I volunteer with one - and we’d happily put together a parcel for you when in dire straits - we wouldn’t let anyone go hungry. (Don't feel embarrassed or ashamed in approaching one)

https://www.trusselltrust.org/get-help/find-a-foodbank/

Ongoing - it’s worth getting yourself a second bank account with another bank - and keep a small amount of money in each. Should anything ever happen to one of your accounts - you’ll have a backup to keep you going. This won’t help you much today - but it’s a useful tip for when you’ve sorted yourself out. 

Wish you luck in resolving it and please update us as to how you’re getting on. 

Don't get text from HSBC. They have my number thou as same i had for years

Fairyeggs

kaMelo said:

You were doing ever so well right up until this point;

Fairyeggs said:

Still was not keen. thou she convince me & said look at the number on your phone and then look back of the card. (MATCH). So went ahead

From that point on you were taken in, as you now realise. As well as the six digit code what did the whole text message say? As @cymruchris has shown above, most if not all text messages include the advice never to share codes or move money with anyone, HSBC will never ask you to do so.

All you can do is make a complaint and let it take it's course, using the FOS if it's denied by HSBC. One thing is for sure, it will not be quick.

I know and when i rang them and they could not access anyone accounts. He said the fraud team is proberly preventing a transaction. At no point di he warn me to be careful or ring back.

Fairyeggs

Thrugelmir said:

Fairyeggs said:

If they didnt have a system outage this would of been avoided

Knowing that was a system outage. Surely the second call should have been a red flag waving. 

No as he said the latest update was would be back up within an hour. then 2nd call came in 30 min later.

Fairyeggs

Amixo3032 said:

Telling you now I’ve had LOADS of trouble with hsbc , go read my thread and find out what I had to put up with.. 


chat to them in the app and say refund my money , if you can prove those payments weren’t you then they will refund you. 

Not sure how i can prove it when i gave them a code they sent by text.. So frusation

kaMelo

What exactly did the text say, was there any warnings in it?

The details can be important in resolving the case.