HSBC terrible behaviour over Fraud on my daughter accounts

katria
katria Posts: 14 Forumite
Fifth Anniversary 10 Posts
edited 28 July 2023 at 6:59AM in Budgeting & bank accounts
HSBC closed my Daughters account recently when fraudsters hacked her accounts but Nationwide and MONZO did not and refunded her all her money as they detected what actually happened which was that an HSBC APP had been compromised  and from that hack it was able to get into her Nationwide and Monzo  APPS .

Even now HSBC refuse to accept it was their App system that was hacked even the Ombudsman has praised Nationwide and Monzo for sorting it all out  and proving that the hack was caused by he HSBC APP , but HSBC have refused to refund her money and are actually demanding she repay money taken from her maxxed out credit card which she had not used !!!!! .

They  closed her account and ruined her credit score ,and will not co-operate with the Ombudsman , SO I TOOK MY VERY SUBSTANTIAL INVESTMENTS AND BUSINESS BANKING AWAY FROM THEM IN PROTEST after 45 years they are very upset losing a valuable customer , to add to our insult  they even said it was none of my business what happened to my daughter ????!!!! and I should not get involved .

The other day when I was closing my HSBC account the woman on the computer where all my balances and details were displayed refused to let me look at my own accounts with  including a business account , savings , ISA , etc  all in all a very large sum of money into the hundreds of Thousands   as she said it was confidential and i was not allowed to check my own details .. total drone jobsworth !!!! 

Nationwide , and Santander are now benefiting

 



«134

Comments

  • Bradden
    Bradden Posts: 1,202 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    That sounds awful. I've not heard of the HSBC app being compromised. Can you share what happened as others may be in a similar situation and not know. Also if you want to embarrass HSBC I'd suggest contacting https://www.computing.co.uk/  which is a recognised industry newspaper.
  • Abbafan1972
    Abbafan1972 Posts: 7,135 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    I am following this as I bank with the HSBC and use the app regularly. 
    Striving to clear the mortgage before it finishes in Dec 2028 - amount currently owed - £29,419.76
  • That sounds most unfortunate.  It would, as mentioned, be useful to know how the app was compromised as this might help others.

    It is understandable that the bank won't discuss your daughters situation with you as from a security point of view it has nothing to do with you.
    Things that are differerent: draw & drawer, brought & bought, loose & lose, dose & does, payed & paid


  • sausage_time
    sausage_time Posts: 1,368 Ambassador
    Ninth Anniversary 1,000 Posts Name Dropper Photogenic
    As above @katria can you share more information about the HSBC app was hacked and how this compromised the other accounts?  Don't share anything personal of course.

    I’m a Forum Ambassador and I support the Forum Team on the Credit Cards and Budgeting & Bank Accounts boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.
    All views are my own and not the official line of MoneySavingExpert.
  • Section62
    Section62 Posts: 9,315 Forumite
    1,000 Posts Fourth Anniversary Name Dropper
    katria said:

    HSBC closed my Daughters account recently when fraudsters hacked her accounts but Nationwide and MONZO did not and refunded her all her money as they detected what actually happened which was that an HSBC APP had been compromised  and from that hack it was able to get into her Nationwide and Monzo  APPS .

    If the Nationwide and Monzo Apps were each vulnerable to attack via an attack on the HSBC one then that raises a very big question about those Apps as well.

    Hopefully Nationwide and Monzo did something about the vulnerability, rather than refunding the money and just writing it off without proper investigation.  I wonder what was involved in 'proving' it was the HSBC App at fault?

    HSBC can't not co-operate with FOS, unless the complaints process hasn't been followed or the complaint is out of time.  There seems to be more to this story....
  • The FOS won't have any specialisation in apps so its very surprising that they could be so definitive. 

    As a HSBC user, I would be very interested to know what this 'hack' was given Nationwide require a card reader for many outgoing transactions and Monzo require at least a valid fingerprint.   
  • flo22
    flo22 Posts: 364 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    Hacked is rather a strong word against 3 banking apps.  Was is actually a case that her details were compromised?  How much was moved for all 3 accounts in total?
    30+ years working in banking
  • flo22
    flo22 Posts: 364 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    Having just check OP's other posts then there is no way she has a daughter old enough to have a banking app
    30+ years working in banking
  • kaMelo
    kaMelo Posts: 2,815 Forumite
    Sixth Anniversary 1,000 Posts Name Dropper
    Any chance you could share the DRN number from the ombudsman?

  • penners324
    penners324 Posts: 3,484 Forumite
    Sixth Anniversary 1,000 Posts Name Dropper
    Op's daughter's phone got stolen is the only way this would happen 
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 350.2K Banking & Borrowing
  • 252.8K Reduce Debt & Boost Income
  • 453.1K Spending & Discounts
  • 243.1K Work, Benefits & Business
  • 597.5K Mortgages, Homes & Bills
  • 176.5K Life & Family
  • 256.1K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16.1K Discuss & Feedback
  • 37.6K Read-Only Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.