HSBC terrible behaviour over Fraud on my daughter accounts

katria

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

 

Bradden

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

I am following this as I bank with the HSBC and use the app regularly. 

oldernonethewiser

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.

sausage_time

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.

Section62

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....

[Deleted User]

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

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?

flo22

Having just check OP's other posts then there is no way she has a daughter old enough to have a banking app

kaMelo

Any chance you could share the DRN number from the ombudsman?

penners324

Op's daughter's phone got stolen is the only way this would happen