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Sian Dempsey

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Review of the HSBC, Bank account:

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A seemingly impenetrable fortress of security

The endless plight of the bank account holder is inhabiting the space between wanting excellent security, whilst also being able to bring to mind the myriad of passwords and memorable answers required to ensure it. With HSBC, I have to juggle separate information for each method of access, them being internet banking, telephone banking and the app. The app requires a twelve digit security code (which way round do these numbers go again?), followed by a memorable answer (How am I meant to remember what my favourite book was when I set this up ten years ago?) and then three randomly selected characters from my password (Wrong? Maybe that’s my Facebook password…). Once access is granted, I have five minutes of inactivity, usually wasted crunching numbers on my calculator, before it logs me back out, and the gruelling process begins again. Then there’s the smart key for setting up transactions, with yet another passcode to recall. Any problems, and it’s time to ring for help via telephone banking, a conversation that always begins with me spewing out every password and memorable answer I can think of, before remembering that this method of banking requires yet another completely different string of digits. Though frustrating, I’ve never had any security scares, and HSBC have always been very understanding every time I’ve rang up begging for help because I must have spelled my first pet’s name wrong when I set up. An impenetrable fortress of security soothed by great customer service. Reviewed on: 9th February 2016

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