There in my time of need - identity theft (HSBC)

Member Name: snow_white_forev

Product:	HSBC
Date:	01/09/09 (105 review reads)
Rating:

Advantages: Great customer care

Disadvantages: Many branches a bit high tech

I am no financial expert, most financial talk goes right over my head, so I cannot review from that perspective, instead I shall review as a long standing customer and a victim of identity theft.

I have had my current account with HSBC for many years and remember my mum taking me there to open the account when I was about 11. I had never paid much attention to the bank, like many, until I had a problem about a year ago. I was walking along the high street heading for boots and stopped to withdraw some money from a cash point but it wouldn't let me, so I checked the balance - £0. I felt physically sick, like someone had punched me in the stomach, as I was expecting the balance to read closer £1000 (thanks to my mum paying into a savings account while I was a child). It was a moment of panic, finding it hard to fight back the tears I phoned my mum, dad and boyfriend but no one would answer. I entered HSBC almost crying, shaking and in shock and talking incoherent nonsense.

They were absolutely wonderful with me! Luckily there was no queue (quite a rarity) and the guy I sat down with was wonderful, understanding and helpful as I sat pathetically sobbing. He informed me to report the theft to the police and to cancel my card, directing me to a phone through which to do this. I was in such a state of shock though that I completely messed up the phone call, pressed all the wrong buttons and got frozen off. Instead of getting cross, annoyed or frustrated, the employee said that he could sort it out for me which he promptly did after giving me a glass of water. Unfortunately this was not by local branch which meant that I had to visit them after the police report and retell the whole saga again.

The understanding personal touch at the previous branch was not a one of; the lady I spoke to in my own branch was just as supportive, understanding and helpful. My story was never once doubted and as such unlike many other victims of identity theft I was not made to feel like a criminal. Everything was dealt with quickly, effectively and smoothly. The money that had gone was soon back in my account, if memory serves correctly in just under month. Since that day I have never used outside cash points and would recommend using the ones situated with in banks as they are less likely to be tampered with.

HSBC may have become all technical, with everything being dealt with via different machines, but when you need them the personal touch is still there. They made me feel like a valued customer and because of this I will continue to be a loyal customer. (Except my student account as NatWest's railcard is a lifesaver!)

Summary: Thank you HSBC