HSBC 'found malware' on account..

[ZedS]

So this afternoon, I tried to log onto my online business banking and saw: "Your Business Internet Banking service is currently suspended." I called the number on the screen, and was told by the advisor that they apparently found a virus i.e. malware on my account, which is why they suspended it. Apparently, the language had completely changed on the account indicating a fraud attempt. To remedy the issue, I was told to run an anti-virus - preferably the one HSBC has been trying to force on business banking users i.e. Rapport (cue me trying to hold back a very annoyed laugh) - and hopefully this should resolve it.

Is this for real? Can they/have they genuinely found a virus in my account?

Sounds a bit like nonsense to me. Then again, I just don't trust banks.

 

[Davek0974]

Sounds like a plot to force Rapport on you, I have been ignoring this download as well as I have read nothing but bad things with it.

 

[Leo-InstallingIT]

Was it definitely HSBC you called?

They couldn't have found a virus in your account, but it may have been that they detected a a virus trying to use your account or intercept the data from your PC and blocked it for your safety.

Rapport works in a slightly different way to your normal anti-virus as it is more focused on protecting the transactions between your PC and the secure site than detecting viruses. However we have had some trouble with it!

 

[ZedS]

Was it definitely HSBC you called?

They couldn't have found a virus in your account, but it may have been that they detected a a virus trying to use your account or intercept the data from your PC and blocked it for your safety.

Rapport works in a slightly different way to your normal anti-virus as it is more focused on protecting the transactions between your PC and the secure site than detecting viruses. However we have had some trouble with it!

Yep, I called their Business Internet Banking helpdesk on 0345 602 2014. The woman told me they found a virus on my computer and "Has the computer you're using changed at all?" I found it slightly odd, I've never heard of such a thing before.

 

[ZedS]

Sounds like a plot to force Rapport on you, I have been ignoring this download as well as I have read nothing but bad things with it.

That's exactly what I thought. I've been avoiding it over the past few years for the same reason!

 

[TotalWebSolutions]

Could you install an alternative to the one they 'recommend' or would that not be acceptable in their eyes ?

Not the same but I always remember getting a call from Dell asking me if I wanted to extend a warranty on an Inspiron laptop. I said no thanks and then a day later the laptop screen stopped working. I called them and after investigating was told it needed a new screen at £200+ - I did a bit of research of my own and found it to be a back-light issue. £7 later with a part bought on ebay it was fixed

 

[ZedS]

Could you install an alternative to the one they 'recommend' or would that not be acceptable in their eyes ?

Not the same but I always remember getting a call from Dell asking me if I wanted to extend a warranty on an Inspiron laptop. I said no thanks and then a day later the laptop screen stopped working. I called them and after investigating was told it needed a new screen at £200+ - I did a bit of research of my own and found it to be a back-light issue. £7 later with a part bought on ebay it was fixed

Wow, just goes to show - it helps to do your own research!

I already have McAfee running and it's always on in the background, including firewall and 'web and email protection'.

 

[Dnallov]

I don't know if this is the same occurrence; last month I was blocked logging into my business online account by HSBC, and they suspended my internet banking altogether.


I contacted them, and got much the same response as you, saying that there was a virus of some sort on my account and that I’d best install Rapport. I was rather annoyed by this response and asked to speak to someone with some more info.


So after some frustrating exchanges, they finally informed me that the reason for the block was because I'd been redirected via a “redirect malware” which altered my default search engine. When I searched for HSBC it redirected me to a copycat phishing site. HSBC detected this, and as a safeguard blanketed my online account so that no one could login.


I didn’t download Rapport initially, but did run a deep scan via my Kaspersky anti-virus software, which detected several “www-searching.com” malware programs, which were subsequently quarantined.


HSBC still didn’t unlock my account until they detected Rapport was present. I did this, anlong with having to have a new security key pad sent out, and after 2 weeks all was sorted.

It was all a pain in the ass, and I wish HSBC was a tad more upfront with me, but at the end of the day they detected a threat that could have emptied my business bank account, so I’m rather happy despite the inconvenience.