Comment by spidermonkey23

5 days ago

HSBC pressure you into using the app and I don't think there is a way back to the battery powered OTP device. At least not that I know in the UK. I resisted until the battery failed and they basically make you go into the branch and then plead why you can't use a smartphone. got sick of this dance after 3 years

37 comments

spidermonkey23

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gvurrdon  4 days ago

That their app wouldn't run on my phone "wasn't a valid reason" to not use it, they said. Luckily, it is a charitable/community account and an organisational rule prohibiting officers from having bank apps on their personal phones was accepted - for now.

  • Arch-TK  4 days ago

    They seriously said something like this to you? The last time I had to interact with them to get a replacement hardware token was about 6 years ago.

    So is it now their official policy that to have a bank account with them you must own a phone that can run their app?

    I really don't get how your excuse worked, but I am guessing this is a made up policy and the fact it's a charity made them think twice about being assholes about this.

    • gvurrdon  3 days ago

      Indeed they did. I had to go to a branch to get a new security device, mine having run out of battery. This involved speaking to their customer support on the phone anyway, and they told me that. Telling them that the organisation (a local sports club using a charity account) had that policy caused them to back down, though they hinted that they wouldn't do so in future. As you might guess, I created the policy once they gave me the "not a valid excuse" line (I run the club). Their agent seemed very confused by my assertion that the app would not run, because it runs on Android and iOS (they claimed) and they presumably thought that those are the only smartphones which exist.

speedstyle  5 days ago

I got a replacement widget recently, the website pushes the app but when I asked in branch they gave me one without even asking my name. I had to wait on the phone to register the new serial number, maybe I could've done that in person too, but it lasted years (and multiple phones) so I don't mind too much

cowlevel  5 days ago

The magic words that work at most banks are "close my account", but you have to be prepared to actually close your account if they don't back down.

  • TFNA  5 days ago

    Maybe that works in the some countries, but among the 3-4 mainstream banks in my country, making that threat when you are anything less than an unusually high earner by local standards (and perhaps a customer of ancillary investment services) is just going to be met with "Fine, we'll close it then." You might be overestimating just how much banks need any one average person's custom. Also, by local cultural standards, making such threats to a business for the sake of obtaining better customer service is over-the-top Karen behavior, so you have already lost when you do that.

    • dghlsakjg  5 days ago

      "I won't continue to be your customer if you cannot provide the service I need" Is not "Karen behaviour".

      Continuing to patronize a business that will not sell you a product you want is being a pushover. The flip side is if a business is in the custom of only providing certain services to those who threaten to leave, then they shouldn't be surprised when people threaten to leave in order to receive good service.

      I suspect that you live in Canada, which has the banking oligopoly that leads to banks not giving a shit, and customers that are used to banks not trying. If more people were willing to take their money and walk, Canadian banking would probably suck less ass.

      2 replies →

tengwar2  5 days ago

Most of those devices are interchangeable, so if you have one from NatWest, Barclays etc it will probably work with your card. It's also possible to replaec the battery on most of them.

iririririr  5 days ago

hsbc app is also in the group that forces you to disable all keyboard apps (even Futo), and used only gboard or samsung.