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Hsbc orchand bank Complaint - Identifty theft verification
Complaint
SALINAS, CALIFORNIA -- Hsbc bank offered me a credit card to rebuild my credit. I filled the application online and they issued me a credit card in 14 days. I called hsbc activated credit card verifying millions of personal questions, I had set up account access online providing also personal information. I went to a gas station to purchase gas and my credit card was declined. A message outside of the pump said "See cashier"
I went inside provide card to the teller, and she says the same thing "declined". I called right there customer service at the back of the card, and get this lady asking full social security, mother's maiden name, date of birth, and the whole nine yards of my private information. Anyway, I explain the situation and I get that my account has been blocked by this customer service person because she is not able to pull some sort of report that has personal public records about me. This is some sort of questions like do you have an installment account with the following companies:
GMAC, Chrysler, bmw, none of the above
and you have to say well I have an account with Chrysler and this is how they verify that the caller is the person who it is. My account is blocked because of this? and I am being denied a purchase of $10 dollars in a gas station because a customer service person has put a hold on my account because they are not able to identify public records questions about the user of the account? and until I don't send a mailed copy of my driver's license and two utility bills to their corporate office, my credit card will remain blocked????? how stupid can this be. I give you all my personal information, I go thru an online process of setting up my online access for my credit card setting up personal information, and I am blocked from accesing my account online and in a gas station until I send copies of my driver's license and two utility bills to verify that I am the user? what joke is this? how innefective you block an account from a user who is able to verify transactions in the account, able to register this personal account and set up security questions, what else do you need???????? I am so frustated with the conversation I had with both the manager and the person from customer service that I just can believe that they are able to inconvenient a client of theirs this way.
i understand fraud happens, but if you able to provide all the private information about yourself how is that I still have send copy of my driver's license and two utilities bills to their company for my security hold be removEd?? how ilogical can this be. yOU eeven call my house number provided in the application and you were able to speak with me on the phone. I am so mad
about how innefective this customer service matter tried to resolve an identify problem? This is so ilogical and ridiculous that you should be ashame that you work in the customer service department. my bill with them is coming to be paid with them next month, and my access online has been placed on hold, I am not able to use the card for purchases, and I still have to pay a bill to them which I don;t know when is due because I set up paperless statement and my account access online is on hold waiting for me toverify my identity with a copy of my drivers license and two utility bills.
What other verification you need when I know in details the purchases I made on the card plus I answered my house number when you call to follow up on my request to speak with a supervisor. you are bunch of no brainers !!! the real thief have a real laugh that you were not able to stop his/her access to your databases and steal identities. Those you don't control, but your customer has to go thru still providing more personal information to employees of a company that I don't even know to verify my identity. Enought that you have already my ss#, enough that you know I set up accessonline, enough that I had email address online received confirmation of my access name and password. Please, use your logical minds that a thief is cannot have all this information about me.
Hope you understand that I had been able to successfully establish account access online, I received a phone call from customer service at my house number, and that I provided my ss#, mother's maiden name and the whole nine yards personal information about myself online and by phone. How is that possible that you let this goes so far. Do you think a thief will know so much in details where my few purchases were made.
I went inside provide card to the teller, and she says the same thing "declined". I called right there customer service at the back of the card, and get this lady asking full social security, mother's maiden name, date of birth, and the whole nine yards of my private information. Anyway, I explain the situation and I get that my account has been blocked by this customer service person because she is not able to pull some sort of report that has personal public records about me. This is some sort of questions like do you have an installment account with the following companies:
GMAC, Chrysler, bmw, none of the above
and you have to say well I have an account with Chrysler and this is how they verify that the caller is the person who it is. My account is blocked because of this? and I am being denied a purchase of $10 dollars in a gas station because a customer service person has put a hold on my account because they are not able to identify public records questions about the user of the account? and until I don't send a mailed copy of my driver's license and two utility bills to their corporate office, my credit card will remain blocked????? how stupid can this be. I give you all my personal information, I go thru an online process of setting up my online access for my credit card setting up personal information, and I am blocked from accesing my account online and in a gas station until I send copies of my driver's license and two utility bills to verify that I am the user? what joke is this? how innefective you block an account from a user who is able to verify transactions in the account, able to register this personal account and set up security questions, what else do you need???????? I am so frustated with the conversation I had with both the manager and the person from customer service that I just can believe that they are able to inconvenient a client of theirs this way.
i understand fraud happens, but if you able to provide all the private information about yourself how is that I still have send copy of my driver's license and two utilities bills to their company for my security hold be removEd?? how ilogical can this be. yOU eeven call my house number provided in the application and you were able to speak with me on the phone. I am so mad
about how innefective this customer service matter tried to resolve an identify problem? This is so ilogical and ridiculous that you should be ashame that you work in the customer service department. my bill with them is coming to be paid with them next month, and my access online has been placed on hold, I am not able to use the card for purchases, and I still have to pay a bill to them which I don;t know when is due because I set up paperless statement and my account access online is on hold waiting for me toverify my identity with a copy of my drivers license and two utility bills.
What other verification you need when I know in details the purchases I made on the card plus I answered my house number when you call to follow up on my request to speak with a supervisor. you are bunch of no brainers !!! the real thief have a real laugh that you were not able to stop his/her access to your databases and steal identities. Those you don't control, but your customer has to go thru still providing more personal information to employees of a company that I don't even know to verify my identity. Enought that you have already my ss#, enough that you know I set up accessonline, enough that I had email address online received confirmation of my access name and password. Please, use your logical minds that a thief is cannot have all this information about me.
Hope you understand that I had been able to successfully establish account access online, I received a phone call from customer service at my house number, and that I provided my ss#, mother's maiden name and the whole nine yards personal information about myself online and by phone. How is that possible that you let this goes so far. Do you think a thief will know so much in details where my few purchases were made.
Comments:
Posted by I BELIEVE on 2012-02-14:
Mcarola,
THANK YOU, a hundred times over, for posting this!!! I can SO relate to what you said because I have had that crazy customer service inquisition happen to me. The craziest, most bizarre questioning and verifying "process" I've ever been subjected too.
While many may say this couldn't have happened, or YOU did something wrong or a hundred other excuses/reasons... there are at least two of us who know it is true and it does happen.
NEVER, in all my adult years, have I ever dealt with a company like this one. I've known some less than honest ones, and a few down right stinkers... but this one tops them all!!! If you are still a customer... it won't surprise me one bit if you experience more problems. Good luck.
THANK YOU, a hundred times over, for posting this!!! I can SO relate to what you said because I have had that crazy customer service inquisition happen to me. The craziest, most bizarre questioning and verifying "process" I've ever been subjected too.
While many may say this couldn't have happened, or YOU did something wrong or a hundred other excuses/reasons... there are at least two of us who know it is true and it does happen.
NEVER, in all my adult years, have I ever dealt with a company like this one. I've known some less than honest ones, and a few down right stinkers... but this one tops them all!!! If you are still a customer... it won't surprise me one bit if you experience more problems. Good luck.
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