Tag Archives: outsourced

When you give away my money, don’t put that back on me. #HSBC #fraud #banking #howisthisonme

I woke up this morning (12/18/2010) and checked my bank balance, and found something curious and worrying – two checks had been cashed the night before, both for significant sums of money…but only one was signed by me. The other featured unfamiliar handwriting – and my roommate’s signature (of her own name)!

I woke up my roommate and showed her the check images, and she checked her own bank balance – which was unchanged – and we realized that she must have grabbed one of my checks by mistake. Both had been drawn on my account – though filled out in totally separate handwriting and with completely different signatures for different names – AND HSBC CASHED BOTH THE CHECKS!

Now, my roommate and I have already sorted out the financial side of this – but my attempts to get some kind of explanation from HSBC about how this could have happened have so far been met with total refusal to accept responsibility for what happened.

After spending 45 minutes on the phone with HSBC Customer Suckfest this morning (perhaps three minutes of which was actually spent on the line with an agent), I was flat-out told there was nothing the people on the phone could do to help me. (Although it took threatening to march into a local branch waving printouts of the two checks and complaining very loudly to get them to admit that much.) They implied that in order to get any kind of explanation, I’m going to have to file fraud charges against my roommate. Which I’m not going to do – obviously – although I think they’ve missed out on a serious point here regardless. She signed her own name – that’s not fraud, fraud is her signing my name. She’s not an authorized signatory on my account – so surely, HSBC, it shouldn’t matter whether she’s signed it, or Barack Obama, or Angelina Jolie signs their name on my check – NONE OF THEM ARE AUTHORIZED TO BE TAKING MONEY OUT OF MY ACCOUNT.

Am I wrong?

And here’s the thing, HSBC. You and I have a business relationship. We’ve entered into a contract that provides that you will protect certain aspects of my life. There is absolutely no excuse for providing funds and deducting them from my account based on the signature of someone who we both agree I did not authorize to withdraw funds from my account. Your Customer Service rep tried to say that this was something to do with the funds being deposited into a Citibank account – are you kidding me? Do you really think it matters if the request is coming from outside an HSBC branch? In fact, shouldn’t that make you even more cautious, in your own interest? Because guess what – now that money is outside of HSBC’s accounts, and I have a hard copy record of a check signed by someone in their own name on an account that we agreed should only be withdrawn from by me. You broke our contract.

Am I wrong?

So don’t tell me I have to file fraud paperwork, and don’t try to make this my responsibility or my roommate’s. Somebody on your payroll looked at that check, saw that the name printed on it, the name on the account, did not match the name – let alone the handwriting – that had been signed on the bottom corner, and said, “Yes, pay this out.”

I think I’m entitled to know who that was and how it happened, and I think you owe me some kind of explanation of how you’ll make sure this never happens – to anyone – again.

Am I wrong?