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Jeremy Hards

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Review of the HSBC, Bank account:

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Extremely frustrating trying to report suspect fraudulent use of my Debit Card

I received a text message asking me to call re suspected fraudulent use of my debit card. I called the number given and quoted the reference given in the text. As they were asking lots of questions including sortcode, account number, name etc I asked for evidence that I was talking to HSBC. The person I was speaking to was quite unhelpful and more or less said that I would have to trust him. He did say I could hang up and call the number on my card. Hanging up and calling another number is a well know trick of fraudsters. His reposne was that there was nothing else he could do. I asked about any information they held such as a phrase, mothers maiden name etc that I had had to give them and was told he didn't have access to that. As I was at work and it is unlikely that the keeping a line open trick would work I tried to call back. It is almost impossible to get through to a real person, it is all press 1,,2,3 etc and then it needs my security number which I didn't have with me at work. Banks need to realise that we can't all remember every password and number. If we have to go through automated systems there needs to be an option to speak to a person when none of the options are applicable or we can't complete the automated sequence. When trying to report fraud or stolen cards surely it should be made easy to get through. After this experience I will probably move banks as there are a lot of offers at the moment trying to persuade customers to move. I am not upset about checking to see if my card had been subject to fraudulent use but they need to realise that they are dealing with customers. Without us they would not have a business. Reviewed on: 17th February 2016

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