HSBC Fraud and HSBC Being unhelpful

kaMelo

Despite the text message containing a warning it does not automatically mean it's on you.  The default position for banks signed up to the CRM code is that they refund when a customer falls for a scam. Only if a bank can show a customer has been grossly negligent or was involved in the scam can they refuse. Whilst ignoring an effective warning does count as grossly negligent the FOS set a very high bar in defining what an "effective warning" actually is. 
As I said earlier, you need to register a complaint about it and if HSBC reject it then follow it through to the financial ombudsman. Don't focus too much on the fact that HSBC's systems were down, focus on the fact a refund is due by default.  Suffice to say is it will probably not be a very fast process, certainly not in time to help you out this month. For that you're going to have to reach out to friends or family. I know you said you have no one but many people who say that, when pressed, can find someone willing to help. Fairyeggs said:

Chris_English said:

Fairyeggs said:

cymruchris said:

Fairyeggs said:

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. 

I have just received that fraud alert message..  2nd one down.. bit Kate now.. 
I'm hoping that having the system down when I phone them and that i felt I was mutilated by the caller I can get it back. I ain't hold much hope. Next time I will always ring the bank up regard issues why they called. Will always hang up and ring back 

For now you'll have to keep fingers crossed - but it will be a case of them completing their investigation. Have you managed to sort out some short-term support to keep food on the table?

Yes.. it fine... I have a monzo account that I used for bills. With an overdraft now.
They have a decent set up where when a transaction is made. You have to go in app and it warn you who your paying and you put in your 4 pin. Had one before Xmas and i didn't recognise the transaction. So it didn't go through..  hsbc should adopt this.

I don’t agree here. HSBC err on the side of not making it too onerous to use them, and I’d be far from happy if I was having to enter a PIN for my transactions.

What they do instead is to send people a PIN via text with a very clear warning not to give the number out. I much prefer this.

Can't ohonr be cloned as well to make it easier for these peoe to commit fraud.
A friend can see who ringing and read her child messages that appear on her child phone. 
We a got preferences.. 
Well wish me luck.

Yes they can, it's by design. Without the functionality to spoof numbers non-geographic or freefone numbers wouldn't work, hence why it's wise never to give any information to anyone who calls you for any reasons financial, no matter how convincing they may seem. Always call a number you know is correct.

Chris_English

Fairyeggs said:

Chris_English said:

Fairyeggs said:

cymruchris said:

Fairyeggs said:

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. 

I have just received that fraud alert message..  2nd one down.. bit Kate now.. 
I'm hoping that having the system down when I phone them and that i felt I was mutilated by the caller I can get it back. I ain't hold much hope. Next time I will always ring the bank up regard issues why they called. Will always hang up and ring back 

For now you'll have to keep fingers crossed - but it will be a case of them completing their investigation. Have you managed to sort out some short-term support to keep food on the table?

Yes.. it fine... I have a monzo account that I used for bills. With an overdraft now.
They have a decent set up where when a transaction is made. You have to go in app and it warn you who your paying and you put in your 4 pin. Had one before Xmas and i didn't recognise the transaction. So it didn't go through..  hsbc should adopt this.

I don’t agree here. HSBC err on the side of not making it too onerous to use them, and I’d be far from happy if I was having to enter a PIN for my transactions.

What they do instead is to send people a PIN via text with a very clear warning not to give the number out. I much prefer this.

Can't ohonr be cloned as well to make it easier for these peoe to commit fraud.
A friend can see who ringing and read her child messages that appear on her child phone. 
We a got preferences.. 
Well wish me luck.

What makes it easy for people to commit fraud is when someone reads out a PIN that was contained in a text which also says “Never reveal this number to anyone.”

The banks really can’t do much more when such clear messages are ignored.

Fairyeggs

Chris_English said:

Fairyeggs said:

Chris_English said:

Fairyeggs said:

cymruchris said:

Fairyeggs said:

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. 

I have just received that fraud alert message..  2nd one down.. bit Kate now.. 
I'm hoping that having the system down when I phone them and that i felt I was mutilated by the caller I can get it back. I ain't hold much hope. Next time I will always ring the bank up regard issues why they called. Will always hang up and ring back 

For now you'll have to keep fingers crossed - but it will be a case of them completing their investigation. Have you managed to sort out some short-term support to keep food on the table?

Yes.. it fine... I have a monzo account that I used for bills. With an overdraft now.
They have a decent set up where when a transaction is made. You have to go in app and it warn you who your paying and you put in your 4 pin. Had one before Xmas and i didn't recognise the transaction. So it didn't go through..  hsbc should adopt this.

I don’t agree here. HSBC err on the side of not making it too onerous to use them, and I’d be far from happy if I was having to enter a PIN for my transactions.

What they do instead is to send people a PIN via text with a very clear warning not to give the number out. I much prefer this.

Can't ohonr be cloned as well to make it easier for these peoe to commit fraud.
A friend can see who ringing and read her child messages that appear on her child phone. 
We a got preferences.. 
Well wish me luck.

What makes it easy for people to commit fraud is when someone reads out a PIN that was contained in a text which also says “Never reveal this number to anyone.”

The banks really can’t do much more when such clear messages are ignored.

I didn't ignore it. I was asked for the 6 digits. So soon as the message come I saw the 6 digit and then read it out. Was only when I asked to read it again by the above post.. I saw what it said. 
I now had a text warning me by the exact scam. I read that. But it too late to send me that 

Fairyeggs

Just an Update - Ha call from HSBC asking what happened on 21 Feb, Had a call today saying that my money will be refunded by end of business day 2moro i think. Lesson learned thou. Going forward i will always hang up and ring bank myself. Be careful all

cymruchris

Fairyeggs said:

Just an Update - Ha call from HSBC asking what happened on 21 Feb, Had a call today saying that my money will be refunded by end of business day 2moro i think. Lesson learned thou. Going forward i will always hang up and ring bank myself. Be careful all

Thanks for coming back to update us - and glad you've got a positive outcome. As you say, a lesson learned. Share the lesson with all your friends and family. I'm sure you will certainly be more aware if anything similar happens again.