HSBC Issues

Band7

Band7 said:

Do you need to be an HSBC customer for a particular reason?  Have you still got a balance in HSBC? If yes, how would you be able to get your money out? If no, why not take the £100, close the account and move on?

Band7 said:

@Cptralls @Aidanmc what happens when you make ATM withdrawals? withdrawals over the counter?

@Cptralls I think answers to the above questions would provide further useful clues for possible reasons for the issue you experience.

Cptralls

Band7 said:

Band7 said:

Do you need to be an HSBC customer for a particular reason?  Have you still got a balance in HSBC? If yes, how would you be able to get your money out? If no, why not take the £100, close the account and move on?

Band7 said:

@Cptralls @Aidanmc what happens when you make ATM withdrawals? withdrawals over the counter?

@Cptralls I think answers to the above questions would provide further useful clues for possible reasons for the issue you experience.

I can make cash withdrawals. 

born_again

Aidanmc said:

Band7 said:

@Cptralls @Aidanmc what happens when you make ATM withdrawals? withdrawals over the counter?

I haven't tried ATM withdrawals as i don't use the account that way, its not my main bank account luckily. As for counter, the nearest branch is 1.5hr drive so i don't go there either. Customer service at HSBC actually suggested i go to a branch to get this sorted and make a complaint!

So just what type of transactions are failing?

Given the number of switch options. I would take the £100 & switch elsewhere. 

Band7

Cptralls said:

Band7 said:

Band7 said:

Do you need to be an HSBC customer for a particular reason?  Have you still got a balance in HSBC? If yes, how would you be able to get your money out? If no, why not take the £100, close the account and move on?

Band7 said:

@Cptralls @Aidanmc what happens when you make ATM withdrawals? withdrawals over the counter?

@Cptralls I think answers to the above questions would provide further useful clues for possible reasons for the issue you experience.

I can make cash withdrawals. 

Thanks for that info. It doesn’t provide the further clues I had hoped for - but it means you can easily move your remaining balance out, either via ATM, or by debit card deposit e.g. into an NS&I Direct Saver. That’s what I would do, perhaps followed by a switch to somehere that pays for switching

Cptralls

born_again said:

Aidanmc said:

Band7 said:

@Cptralls @Aidanmc what happens when you make ATM withdrawals? withdrawals over the counter?

I haven't tried ATM withdrawals as i don't use the account that way, its not my main bank account luckily. As for counter, the nearest branch is 1.5hr drive so i don't go there either. Customer service at HSBC actually suggested i go to a branch to get this sorted and make a complaint!

So just what type of transactions are failing?

Given the number of switch options. I would take the £100 & switch elsewhere. 

It is setting up new online payments, so for example bill payments that I can only pay online have been hampered.

Indeed I am going to switch, just looking at my options this week.

Bridlington1

Have you tried using online banking on different devices? The problems you're experiencing with HSBC sound very similar to the issues I have recently experienced with TSB. Cheques, debit card payments, telephone banking payments, cash withdrawals, the lot worked fine yet every time I tried to make a faster payment using online banking on my laptop, it would lock me out of internet banking and ask me to ring the fraud team. I discovered when I went into branch that when I tried making faster payments using online banking on my mobile phone, it worked fine. I have recently reinstalled windows 10 on my laptop and it seems to have solved the issue completely.

If your HSBC problems are similar to my TSB issues then no wonder HSBC are flummoxed as the IT problems may well have been caused your device in the first place.

Cptralls

Bridlington1 said:

Have you tried using online banking on different devices? The problems you're experiencing with HSBC sound very similar to the issues I have recently experienced with TSB. Cheques, debit card payments, telephone banking payments, cash withdrawals, the lot worked fine yet every time I tried to make a faster payment using online banking on my laptop, it would lock me out of internet banking and ask me to ring the fraud team. I discovered when I went into branch that when I tried making faster payments using online banking on my mobile phone, it worked fine. I have recently reinstalled windows 10 on my laptop and it seems to have solved the issue completely.

If your HSBC problems are similar to my TSB issues then no wonder HSBC are flummoxed as the IT problems may well have been caused your device in the first place.

It's been checked on several devises to no avail.

Besides, this does not excuse the poor to no customer service.

Bridlington1

Cptralls said:

Bridlington1 said:

Have you tried using online banking on different devices? The problems you're experiencing with HSBC sound very similar to the issues I have recently experienced with TSB. Cheques, debit card payments, telephone banking payments, cash withdrawals, the lot worked fine yet every time I tried to make a faster payment using online banking on my laptop, it would lock me out of internet banking and ask me to ring the fraud team. I discovered when I went into branch that when I tried making faster payments using online banking on my mobile phone, it worked fine. I have recently reinstalled windows 10 on my laptop and it seems to have solved the issue completely.

If your HSBC problems are similar to my TSB issues then no wonder HSBC are flummoxed as the IT problems may well have been caused your device in the first place.

It's been checked on several devises to no avail.

Besides, this does not excuse the poor to no customer service.

To be fair, HSBC's customer service is atrocious. 

Cptralls said:

born_again said:

Aidanmc said:

Band7 said:

@Cptralls @Aidanmc what happens when you make ATM withdrawals? withdrawals over the counter?

I haven't tried ATM withdrawals as i don't use the account that way, its not my main bank account luckily. As for counter, the nearest branch is 1.5hr drive so i don't go there either. Customer service at HSBC actually suggested i go to a branch to get this sorted and make a complaint!

So just what type of transactions are failing?

Given the number of switch options. I would take the £100 & switch elsewhere. 

It is setting up new online payments, so for example bill payments that I can only pay online have been hampered.

Indeed I am going to switch, just looking at my options this week.

One thing I would say though is that if HSBC is your oldest current account I would probably refrain from closing it for 2 reasons. Firstly for the sake of improving the look of your credit report. You don't even have to use the account much, just set up a standing order of 1p to go into the account on 1st of the month and another standing order of 1p to leave the account the next day. Secondly, you may be able to get some more money out of them from your complaint.

By all means move your regular banking business elsewhere though, in fact would strongly recommend doing so. I've had issues with most banks so I would make my choice purely on whichever banks are offering the best perks, which certainly isn't HSBC at the moment.

Cptralls

A small update on this case, the assessor from FOS working on my case advised that HSBC has sent through confirmation that I was already paid £360 for this issue with the additional £100 offered since the case went to FOS. I have had to spend time proving that this was not the case, however, it really puzzles me as to why HSBC would say something like this which was erroneous and easy to disprove. 

General_Grant

Cptralls said:

A small update on this case, the assessor from FOS working on my case advised that HSBC has sent through confirmation that I was already paid £360 for this issue with the additional £100 offered since the case went to FOS. I have had to spend time proving that this was not the case, however, it really puzzles me as to why HSBC would say something like this which was erroneous and easy to disprove. 

How did you prove the negative?