Hi thank you for your question and welcome. My name is ***** ***** I will assist you. Have you reported this to HSBC as fraud on your account? If you have referred this to the FOS have HSBC refused your complaint? Kind regards AJ
Hi, Thank you. They are right to refer you to the FoS, because the FoS service is inexpensive and they can order the bank to repay you. That said, the fact that they will not address this in writing is concerning. All retail banks are subject to customer charters to treat consumers fairly, you have raised a fraud issue and they are refusing to correspond in writing or acknowledge your complaint. What I suggest you do is write to them and say:
(i) You have raised a fraud complaint;
(ii) By refusing to acknowledge or investigate the fraud they are prejudicing you as a consumer and not treating you fairly;
(iii) Say if they do not respond to your complaint in full within 7 days, you will complain to their regulator - Financial Conduct Authority.
Quite simply if they refuse to correspond with you, there is not much more you can do other than contact FoS and seek compensation. I would consider changing banks as well - this will demonstrate that you have lost faith in the bank as a service. Kind regards AJ