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This seems erroneous if not mendacious because I'm not the only one to have had a catalogue of problems (glad I'm switching a spare account), including late delivery of card and its PIN... and most importantly non-receipt of the Telephone Security Number which is required to access online, app or telephone banking.
I intend submitting formal complaint when I eventually receive said number and am able to get into the account, most likely mid to late January at this rate ie at least five weeks after account opened.
However, have noticed the following in HSBC communication (referenced above) which may assist others whose debit card and / or PIN were slightly delayed.
"Debit Card will be delivered within five working days & PIN within seven working days ..... we’ll give you £10 if they’re delayed."
Wording is sloppy, but my take is that the days run from date your account was opened (in most cases the application date, confirming email and SMS arrived next day), not the dates of the subsequent emails in which this time limit is referred to.
And as HSBC use the word" within" and do not specify that delivery of card and PIN should be "on or before" the fifth or seventh days, their wording means receipt must be BEFORE the fifth and seventh days. Important to me because I received both ON the seventh day!
Conversely, HSBC use of "they're" in "we’ll give you £10 if they’re delayed" suggests HSBC might only give you £10 if both card and PIN arrive outside their time limit! But that will not be my case in the complaint.
A sign of the times
Anything involving the post is unreliable right now. I'm still waiting to receive mail (HSBC debit card included) that was sent at the end of November (five weeks and counting), yet I've also recently received mail within a week of it being sent. It seems as if older mail has been pushed to the bottom of the pile, whilst newer mail is processed more efficiently; last in, first out.
The emailed Welcome Pack from HSBC states the following:
Your telephone banking security number is a 6 to 10 digit number that only you will know. It is what we use to verify you when you call us. If you haven’t already done this, give us a call on +44 3457 404 404 to set up or visit one of our branches.
On the first proper day of post after christmas I had two HSBC letters (each with different contact numbers) saying to phone them urgently. I checked the app first and my account(s) are marked as digital access suspended. I have phoned them up twice now and have twice failed the 20mins+ of arcane security questions and am told I need to make the 40 mile+ round trip to my nearest 'full service' branch with a whole raft of documents to prove my identity.
Is this sort of service standard common with HSBC or am I just unlucky? At this rate I'm not hopeful I'll even get the bonus, but if I do I'll feel that I've earned it.
I opened an account with them some years ago and it was much quicker to go into branch- yes, we still have one locally!
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-Stash busting: 337 in 2022 Stash busting: in 2023. 23 doggy duvets, 24 shopping bags, 9 dog coats, 2 scrunchies, 6 mittens, 6 bootees, 8 glass cases, 2 A6 notebooks, 12 cards = total 92 ...£3.98 spent