Recently applied for a HSBC Visa credit card (as my existing Visa credit doesn’t support open banking and can’t be seen in Plus. Arrived today so set about registering for online banking.
Has to one of the worst user experiences I’ve ever had. I think the summary below is accurate bit I may have missed or muddled a step somewhere…
Activated the card, which had to be done by phone using an automated system.
Went to online banking registration in the mobile app, which opened up a mobile-unfriendly website.
Decided to use a desktop browser. Discovered I needed a telephone banking password to register for online banking.
Looked through the booklet which came with the card and the phone number for telephone banking enrollment was buried in that.
Phoned, and entered the card number and my DOB.
Automated voice told me I couldn’t use the service because I needed a telephone banking password to do so.
Automated voice asked me why I was calling and then put me through to someone who asked for my card number and date of birth again.
Explained that I needed to set a telephone banking password and she said she’d put me through to an automated service to set it.
Automated voice told me the service was unavailable and put me back to an agent.
Agent said she worked on current accounts and would put me though to someone in the credit card team.
Connedted me to a completely silent line so I had to hang up and call back.
Phoned, and entered the card number and my DOB.
Automated voice told me I couldn’t use the service because I needed a telephone banking password to do so.
Automated voice asked me why I was calling and then put me through to someone who asked for my card number and date of birth again.
Explained that I needed to set a telephone banking password and she asked me to set up two security questions and answers then said she’d put me through to an automated service to set it.
Finally set a telephone banking password.
Also offered to enrol me for voice ID which also worked (allegedly - we’ll find out if I ever have to phone them).
Went back to web browser to set up Internet banking.
Chose a username and password, and set up some completely different security questions and answers to the ones I’d set up earlier.
Generated a security key to type into the phone app.
Went into the phone app and did various things I can’t remember, and typed in the security key when asked.
Was told that key was for a different session and I would need a security key sent to my phone.
Had to swith between app and message to transcribe the key.
Finally logged in. Opted to use fingerprint login (and was not asked for fingerprint to confirm the choice which surprised me).
Pleased I can now see all my cards in Monzo, but that was a seriously crap activation experience.
I’ve had similar nightmare-circular issues with HSBC. Especially when the earlier version of the app downloaded encrypted keys to your phone for the app to securely access your accounts. When you changed device and didn’t have access to the previous device with the keys (lost/broken/quickly sold), jeez - it was incredibly frustrating to get access again. Literally hours wasted onto support.
I’d usually say at this point that things have moved on for the better but going off that lot, it hasn’t really
Tears of joy when it all finally worked. Just hope I never have to re-enter my credentials - not sure I could remember them after I’d finished melting my brain with that little lot.
To be honest, I’m more interested in being able to install the app on more than one device without needing my iPhone to generate a log on security code.
I’ve noticed since setting the security code that the app is often saying that my session has timed out and that it has logged me out, despite logging out myself each time I use it.
Well I’ve been considering opening a HSBC account to take advantage of the multi-insurance, put in an application and they’ll get back to me in 15 days apparently.
Nice to see a speedy decision for a change (*sarcasm)
I recently opened an Advance account with them and it was available to use within 48 hours (i.e. it appeared in the app). I’d been with them before so still had credentials to log in to the app.
It took them another 2 or 3 days to actually text/email to say that it had been opened, though!
that lot, it hasn’t really 