HSBC Blocked Bank Account

[UKSBD]

Following on from my post here - https://www.ukbusinessforums.co.uk/threads/personal-insolvency-after-fraud.425881/#post-3229957

@Newchodge

We finally got my wife's HSBC account unblocked after about 10 years

Hour and a half in branch, lots of security checks, the person helping doing all they could to help

lots of fun and games beginning with the fact that she has had a new mobile phone number since her account was blocked (with no way of getting in to update her details)

They wouldn't ring her new mobile phone, they are only allowed to ring a number they have in their records, fortunately the land line was correct (no idea what would have happened had that not been updated)

They had to ring her from their branch line and for some reason (probably because they use an unknown number) their number was blocked.

This meant we had to find the instructions of how to unblock it via 1572 (which my daughter did)

They finally got to speak to her and after more security checks finally agreed to unblock.

I got back home, installed the HSBC app, started to register her account, got to the last step, and that was they send a text to the mobile number they have on record for her

Fortunately, it turned out that the mobile number they had on record was an old phone we still have (the advantages of keeping old PAYG phones active).

We received the text, finished the registration and she now has access to all 4 of her accounts

With account set up I then thought I would get her VISA card sorted, last one expired in 2019 and she not had a new one since.
Tried to order a new one only to get a message saying all her cards were locked.

Although her account had now been unlocked her cards were still locked

Another 45 minutes on the phone and hopefully unlocked now and she will receive a new one in 5 days.


It's been a long day, how someone like her, but without anyone to help copes is beyond me.

The thing is, the people in the branch were great, doing all they could to help but if system says No It's No.

 

[Newchodge]

Following on from my post here - https://www.ukbusinessforums.co.uk/threads/personal-insolvency-after-fraud.425881/#post-3229957

@Newchodge

We finally got my wife's HSBC account unblocked after about 10 years

Hour and a half in branch, lots of security checks, the person helping doing all they could to help

lots of fun and games beginning with the fact that she has had a new mobile phone number since her account was blocked (with no way of getting in to update her details)

They wouldn't ring her new mobile phone, they are only allowed to ring a number they have in their records, fortunately the land line was correct (no idea what would have happened had that not been updated)

They had to ring her from their branch line and for some reason (probably because they use an unknown number) their number was blocked.

This meant we had to find the instructions of how to unblock it via 1572 (which my daughter did)

They finally got to speak to her and after more security checks finally agreed to unblock.

I got back home, installed the HSBC app, started to register her account, got to the last step, and that was they send a text to the mobile number they have on record for her

Fortunately, it turned out that the mobile number they had on record was an old phone we still have (the advantages of keeping old PAYG phones active).

We received the text, finished the registration and she now has access to all 4 of her accounts

With account set up I then thought I would get her VISA card sorted, last one expired in 2019 and she not had a new one since.
Tried to order a new one only to get a message saying all her cards were locked.

Although her account had now been unlocked her cards were still locked

Another 45 minutes on the phone and hopefully unlocked now and she will receive a new one in 5 days.


It's been a long day, how someone like her, but without anyone to help copes is beyond me.

The thing is, the people in the branch were great, doing all they could to help but if system says No It's No.

AT least it is, finally, a good result! Congratulations on persevering.

 

[IanSuth]

The thing is, the people in the branch were great, doing all they could to help but if system says No It's No.

And they wonder why people get grumpy at all the branches closing.

Whilst 99% of things can be done online - there are a 1% of issues for which online/remote is absolutely not fit for purpose. Unless/until they can agree some form of mutual recognition of ID/credentials between banks/Post Office so you can deal with things in any financial institution they need tp keep branches where those that need them can get to them

I saw an article the other day saying Windsor (not exactly a minor insignificant place) now has just a single Nationwide left out of all it's banks

 

[Newchodge]

And they wonder why people get grumpy at all the branches closing.

Whilst 99% of things can be done online - there are a 1% of issues for which online/remote is absolutely not fit for purpose. Unless/until they can agree some form of mutual recognition of ID/credentials between banks/Post Office so you can deal with things in any financial institution they need tp keep branches where those that need them can get to them

I saw an article the other day saying Windsor (not exactly a minor insignificant place) now has just a single Nationwide left out of all it's banks

There used to be a system where you went on your phone, took a photo of yourself and went to a Post Office to confirm it. Or something like that. I don't think it lasted long!

 

[UKSBD]

To set the online banking up she just had to take a photo of her driving license and a selfie.

This could only be done after her account was unblocked though.

It appears to be a lot easier opening an account than getting one unblocked if you happen to get it blocked for any reason.

 

[Frank the Insurance guy]

Well done @UKSBD , its taken a long time but you finally got there.

Now you have access, would it not be better to clear you HSBC accounts out and transfer funds into a new bank account with one of the online only banks? At least that way you will never have an issue of trying to get to the bank?

 

[IanSuth]

There used to be a system where you went on your phone, took a photo of yourself and went to a Post Office to confirm it. Or something like that. I don't think it lasted long!

we used it a couple of times to ID contractors working too far away for us to meet them and where they didnt want to post their passport. It cost £12 i think and only really worked for governmental ID'ing (as in gave a statutory defence for having checked proof of right to work) don't think it was accepted by banks

 

[UKSBD]

Well done @UKSBD , its taken a long time but you finally got there.

Now you have access, would it not be better to clear you HSBC accounts out and transfer funds into a new bank account with one of the online only banks? At least that way you will never have an issue of trying to get to the bank?

No, because she wants a local bank with a branch.

The fact she won't go to it is irrelevant, there is nothing rational

Now that she has Online banking set up, hopefully all is OK now though.

Another option we are looking at is she opens a Lloyds account as there is still a Lloyds in our local town, we are looking in to whether she can set it up with just photos of driving licence and selfie without having to go in.