HSBC (UK) Customer Service Issues

Hello, I received your message about setting up mobile account security for purchases. While I understand the purpose, I don't use internet or mobile banking due to security concerns. The requirement of putting my information online seems risky, as I prefer not to have my details vulnerable to hackers. I am cautious about using my mobile device for banking and prefer traditional methods. Is there an alternative for those of us uncomfortable with online banking? Could you instead email me a code to my computer address? Thank you, Angela Coombes.

Today, I received an email allegedly from your bank, which I suspect to be a scam. Someone on eBay asked me to send an item to a third party and requested me to purchase €[redacted] worth of Steam gift cards to add to the package. The sender claimed to have visited the bank and now says the payment can only be authorized if I verify the cards or provide a tracking number for the package. The email address is not the official support email and ends with Gmail.com...? I have not taken any further action. I have saved pictures of the email and WhatsApp chats. What is the best course of action now? Should I go to the police and file a report?

I have submitted an application for a Premier account and unfortunately received a rejection based on what I believe to be an inaccurate credit check. I have conducted credit checks on myself through Experian and Transunion, both of which returned excellent scores, as I have a solid financial standing with significant assets and no outstanding debts. My only credit issue was related to an iPhone fraud incident with Virgin Media in December [redacted], which resulted in fraudulent credit agreements under my name. Despite resolving this with Virgin Media, it may have affected my credit history. I have taken steps to correct this with Transunion and the financial ombudsman. HSBC's offer of a basic account does not align with my financial situation, as I have significant funds with Santander as disclosed. I am keen on opening an HSBC account to invest in Turkey and take advantage of the Premier account benefits. I seek clarification on the credit check issue and guidance on opening an HSBC account near Barrow in Furness. Additionally, I would like assurance that I can upgrade to a Premier account promptly after opening a basic account. I appreciate any assistance in resolving this matter promptly to proceed with investing in HSBC. Regards, Jeff Clements.

I am attempting to contact HSBC in Singapore to connect with a customer service representative. Despite navigating through the menu options, I find myself in a repetitive loop. Previous attempts to reach them were successful, but I am encountering difficulty now. My goal is to fill out a Telegraphic Transfer form to transfer the funds from my account in Singapore to the UK. I am able to download the form, but I cannot enter 'balance' into the designated amount field. The system prevents me from printing the form without filling in all mandatory fields, and as a result, I cannot manually write 'balance' to proceed. After filling out and printing the form, it needs to be mailed to Singapore. However, I am currently unable to print the form due to the noted restrictions. I am urgently seeking assistance from a customer service representative in Singapore, but my attempts to reach one have been unsuccessful as detailed above.

Hello, I am Dave Roberts, the Chairman of Friends of Goostrey Station (FOGS), a dedicated group working to enhance the historic station and its services for the community. The station, dating back to [redacted], faced neglect after becoming unmanned in the 1990s, leaving its iconic building in jeopardy. FOGS, established in [redacted], successfully raised funds to revive the ticket office, now utilized by local artist Debbie Goldsmith. She produces vibrant art inspired by her surroundings and aims to involve local groups and schools. Despite the recent refurbishment, vital fixtures like hand wash/toilet facilities are missing, hindering community engagement efforts. FOGS seeks support to equip the station for a broader range of activities, benefitting both residents and visitors. We are exploring avenues for funding this crucial initiative and would appreciate any advice or connections to community support groups. Best regards, Dave Roberts, 2 Orchard Close, Goostrey, Cheshire, CW4 8JL.

Good afternoon, I have two points to address. Ever since the UI for online banking was updated, I am unable to download .csv files with the specific statement dates I need. As a workaround, I could download a .pdf and convert it to an Excel file, but this leads to my next issue. My statements usually span from the 13th of one month to the 13th of the next, but I require them from the 1st to the last day of each month. Is there a way to adjust the statement dates? Last month, I had to manually copy the transactions into Excel due to this limitation, which defeats the purpose of using a computer to avoid errors. It seems online banking changes are tailored more towards the provider's needs rather than the customers'. Thank you for your help. Kind regards, LJ

I have been contacting HSBC for about 6 months, attempting to reach the bounce back loans team, but have not been successful in speaking with anyone. I have a bounce back loan of £[redacted] and want to begin repayment this month as requested. However, I prefer to repay using my current HSBC account rather than the feeder account, for which I lack details. Despite attempts, I have not received the promised letter for completion or a phone call from a team member. Without these, I may not be able to make payments. I have kept records of my calls and doubt any additional interest or legal action could be successful if I am unable to make arrangements.

I recently received a letter from HMRC stating that from May to September [redacted], they had been paying me working tax credits without my knowledge. After contacting HMRC, I visited my bank in Sutton Coldfield, Birmingham, and discovered that someone had made twenty fraudulent transactions from my account. The bank assistant confirmed the unauthorized activities and provided me with HSBC fraud contact information. I explained that I had not been receiving statements since I switched to online banking. The assistant rectified this by resuming paper statements to my address. Subsequently, I noticed unauthorized transactions totaling £[redacted].40 deposited in my account in September [redacted]. Additionally, I made a nearly £[redacted] online purchase from a company with unsatisfactory items and no return labels. Despite contacting the company with no response, the bank assured me they would assist in recovering the funds. Please review my account details: 40-43-28 [redacted]5. Thank you. - Miss A.C., [redacted] Dulwich Road, Kingstanding, Birmingham B44 0EW. Contact: A.C. Clue@ Hotmail. co.uk.

I contacted HSBC fraud team, then I spoke with the police and Action Fraud, both of whom provided me with a reference number. They advised me to visit my branch, which I did in Sutton Coldfield. The assistant there noted the references on my account and assured me the matter would be resolved swiftly. Last Friday, on the 26th of November [redacted], I visited the bank in person. Yesterday, at 1:00, I called HSBC, but made no progress. The same situation occurred when contacting the HSBC fraud department. I kindly request for someone to review my account and read the message left by the assistant at the HSBC branch in Sutton Coldfield, Birmingham.

I am looking to establish a business account at my nearby branch. Employees at a local company wish to form a 'staff association', similar to a trade union, and have requested that I set it up and serve as their senior officer. This will involve staff becoming association members (once established) and making monthly payments via direct debit to the association's account. I need to determine (a) the type of account necessary, (b) the banking details required for members to set up direct debits on the membership form, (c) if the association can directly provide this information to the bank, or alternatively, how to quickly arrange the direct debit to ensure staff membership isn't delayed, (d) any account setup would need at least two signatures from the listed signatories. My inquiry at the local branch indicated that all processes must be conducted 'online', which I am not comfortable with. I would prefer a face-to-face discussion at the branch but have been unsuccessful as the staff keep advising online procedures. The company where these employees work has approximately [redacted] employees, offering good membership prospects. Since no staff would be employed by the association initially, there would be regular income from monthly membership fees, covering only my costs for establishing the association (such as stationery, insurance, advertising materials, etc.). I am willing to provide my services for free during the first year to support the association in getting started, followed by a nominal monthly fee for ongoing services. Is it feasible to arrange an in-person meeting at the Harrow branch? Thank you, Derek H.

I am a deaf person and have had difficulty making a card payment to Coinmama. I have tried three times but the bank has refused to process the transaction. I have the necessary funds and would like the payment to go through. I appreciate your help in resolving this issue promptly. Thank you.

I need to reset my new security device to access my Interklima Account (A/C [redacted]1). I require £12,[redacted] deposited today to pay site engineers. The security device is a replacement for our old one used for a decade. I have filled out Form 3 to update the primary user from Sue Batt to myself, John A Rosier, the Managing Director and owner. How and to whom should I send the form for processing? It is urgent to resolve this promptly as it impacts two contracts.

I recently received a letter from your end dated December 18, [redacted], concerning my business account with number 40-17-69 [redacted]6. The letter mentioned an extension on my overdraft. On November 17, I sent a form to the Beaconsfield branch to close this account, as I now work for only one customer and no longer require a business account. I was taken aback to receive the letter, as it seems there was a lack of communication within your department. Thank you.

We are a charity known as Bedwas Theatre Group. Our bank account was with HSBC, and after being instructed by them to address a safety issue online, we attempted this four times with no success. Despite numerous calls for help, we were stuck in a cycle of resubmitting forms without understanding the actual problem. The deadline of August 2nd passed, leading to the closure of our account. HSBC then issued a cheque in Bedwas Theatre Group's name, but we now have an account with Smart Money Wales and need the cheque to reflect this by including our account ID. Resolving this issue has been challenging, and we seek assistance before considering involving the ombudsman as suggested by a financial adviser. We look forward to your response. - Caroline H., Chairperson of Bedwas Theatre Group

Subject: Issue with Re-Activating Frozen Account Dear Customer Service, I was notified a few days before Christmas that my account, with the number 40-25-25 [redacted]2, was frozen due to undelivered mail. Following a conversation with one of your representatives, I was instructed to provide two proofs of identification and one proof of address. Unfortunately, I reside in Spain where you have no local branches, making it challenging to fulfill the request in person. The representative suggested sending the required documents to HSBC in Wigston, Leicester, which I promptly did via email. As my pension, bills, and necessary expenses rely on this account, the timing of the account freeze is highly inconvenient, especially during the holiday season. Given the circumstances, could you please provide an update on when my account will be reactivated? Thank you for your assistance. Warm regards, A. Hall

Dear Sir/Madam, I received your letter about my frozen account with Account Name: WILLIAM RICHARD JAGO, Account No: 40 4[redacted]2, due to inactivity. I am currently residing in Morocco, and my UK address belongs to my sister who forwards me the mail. I intend to make substantial deposits, around £4,[redacted], into the account soon, followed by my untouched UK pension lump sum after nine years. I attempted to call the number provided but couldn't connect, receiving an Arabic pre-recorded message suggesting a local issue. Would it be possible to reopen my account via email? I am willing to verify my identity if needed. You can contact me at [redacted] Thank you for your assistance. Best, William R. Jago

To whom it may concern, I am writing to request an investigation to recover my funds. On 26/11/[redacted], I transferred GBP [redacted].75 to my English supplier based in London. Unfortunately, the account was already closed at the time of transfer, and the new account information was not provided to me promptly. HSBC UK has not refunded the amount yet. I have contacted my German Bank, 'Die Postbank', twice regarding this matter, but they have not received any communication from your end. I have attached all relevant documents showing the transaction details and my bank's correspondence regarding the investigation requests. Please assist me in retrieving my funds. Feel free to reach me via email or at +[redacted]08. Your prompt attention to this issue is highly appreciated. Thank you for your cooperation. Sincerely, Jonathan D. Kosherlife Berlin

After logging into online banking, I have encountered issues with the "Chat" service for quite some time now, displaying a 'GSA fault.' When trying to dispute a credit card transaction, I find myself going in circles on the site with no clear way to submit my query. When attempting to email customer support, after selecting the type of inquiry, I am suddenly closed out without being able to proceed with my message. These ongoing faults are causing frustration and even anger. After spending almost three hours trying to resolve these problems, I eventually gave up. I hope that some positive action can be taken by HSBC to address these issues promptly.

I am having trouble registering for online banking, despite receiving a number. After multiple failed attempts, I was promised a new number by phone, but it never arrived. When I followed up with HSBC, they assured me there was time for the letter to reach me, which was unhelpful. During a call on February 10th, I requested a secure number for online banking, but was left on hold until the call abruptly disconnected. However, when I called back, the gentleman I spoke with was very helpful. He asked security questions, guided me through an automated process to set up a number, and resolved the issue efficiently. This whole ordeal lasted around six weeks but could have been resolved much quicker. Despite being advised to visit a branch, I had already mentioned that I could not leave the house. Overall, I am extremely disappointed with the level of service I have encountered.

I recently noticed a discrepancy in my M&S bonus points on the loyalty scheme. I was under the impression that my bank manages this, but I am puzzled why I only have £3 credited for the latest period up to 30th November last year instead of the expected £13. I have tried various channels to address this issue, but I keep hitting dead ends in terms of finding the right contact person. I would be grateful for any assistance in determining the reason for this discrepancy. Whom should I reach out to for clarification on this matter? I have attempted to contact M&S through their provided numbers, but none of them seem to be correct.