HSBC customer service to children

teebaks

Fraudulent activities on a minor account and HSBC is dragging their feet and not investigating and implementing preventive measures. 

I am a customer of HSBC for over 40 years and highly disappointed with the way HSBC responded to a case with my 13 year old niece.

Her account was hacked and all the money in her Savings account was fraudulently transferred into her current account and later moved into an unknown account. (Which is not known to my niece)

The HSBC representative who spoke to my niece insinuated that since FaceID was used to approve all 3 or 4 transactions, my niece did approve all transactions. This is not the case and we have since not have further assistance from HSBC on this issue.

The customer in question is a 13 Year old minor in which she saved £200.00 for her own money to spend over the Christmas period for her family. I would have expected this fraudulent case to have been thoroughly investigated and resolved by now and highly disappointed in the way HBSC have handled this case.

 The entire experience have given my 13 year old niece no confidence in the security of HSBC banking service and I no longer trust that my savings are in trusted hands with HSBC.

 I have emailed HSBC CEO and 2 different representative responded back that they have contacted my niece but she has no idea what they are talking about  

This is so so disappointing and I really don’t know what to do on her behalf  

WillPS

What's your explanation for the Face ID authorisation if it wasn't your niece's face?

Who else has a face assigned to her phone for Face ID?

teebaks

Nobody. She is the only one with her Face ID on her phone. 

teebaks

The money was transferred into an unknown account 3 separate times and the bank shoutout back to this account to recover the money but HSBC is just not forthcoming.
the response to the minor on the phone is the payment was authorised by Face ID 

Band7

If the transactions were approved with FaceID and the only registered FaceID user is her, it must have been her. Could your niece have been bullied by someone into sending them money for a reward? This is a trick fraudsters use with gullible minors. May be your niece is too afraid / ashamed to tell the full facts?

You haven’t mentioned the parents - what have they done to help their child in the discussions with HSBC? They should be recording a formal complaint with HSBC if they are certain the matter is not handled correctly, and take it to the FOS if required.

teebaks

Her parents have contacted HSBC and they are constantly getting the push back and unwilling to discuss the issue with them cos both of them are not the account holder. 

My sister is the one who recommended her daughter to HSBC and for one reason HSBC is bulling my niece to admit the she transferred the money. 

HSBC can’t talk to her mum without her daughter going through the security process and she is always in school and weekends the fraud team are shut 

teebaks

I forgot to mention that, My sister is in the process of submitting a complaint to FOS as we speak 

Band7

teebaks said:

I forgot to mention that, My sister is in the process of submitting a complaint to FOS as we speak 

Has she gone through the official HSBC complaints process? As if she hasn’t, the FOS won’t accept her complaint.

Band7

teebaks said:

 for one reason HSBC is bulling my niece to admit the she transferred the money. 

  

It would be scandalous if HSBC claimed the transactions were authorised with FaceID if this wasn’t the case.  It is highly unlikely that they would be that stupid

sheramber

For £200 it is not likely to be a big scammer. More like she has transferred it or allowed someone access to her phone. Is she being bullied at school? 

teebaks

My niece was initially sent a letter that Face ID was used and her money will not be refunded. Her mum has escalated this with HSBC however no action or response for over 2weeks. 

The challenge is contacting HSBC when my niece is at school. Now that she is on holiday, my sister will contact HSBC on Monday. 

She will also submit FOS form before Monday