A spokeswoman for HSBC bank said: Like other providers we occasionally contact our customers by post or by phone to make them aware of the products and services we offer. We may also phone for specific reasons concerning a customer's account, for example, to warn them that they have exceeded their authorised overdraft limit. In this example, phoning as opposed to writing means that we can assist the customer quickly. We do make phone calls to our customers during the day and are always happy to speak to them another time if we catch them at a bad moment.
Should a customer decide that they do not wish us to contact them in this way, if they let us know we will 'flag' their records accordingly.
When we phone our customers we do need to ask security questions as we need to establish that we are speaking to the right person and therefore do not divulge any confidential information to somebody else, or do not take any instructions concerning a customer account from somebody who isn't the customer.
The information we ask for might include date of birth, address, and mother's maiden name. We will also ask for two digits from your personal HSBC security number. Although clearly we will already hold this information in our records, we ask several of these questions because unless you are the customer, you simply won't know the answers to all of these questions.
However, we are aware that fraud is an issue, and we take the security of our customers extremely seriously, which is why we have stringent security measures in place to protect them, even when it is us making a call to a customer. Very simply, we will NEVER ask for your pin number or the whole of your personal security number, and you should never divulge these, even to somebody purporting to be calling from your bank.
If you have any concerns at all about a call or you feel uncomfortable with giving out your details without verifying the caller's identity, then insist on obtaining the caller's name and number (which will be HSBC's customer helpline 0845 number), and call it back. HSBC's customer helpline number is 08457 404 404. This number can also be found on your HSBC cheque book and on the back of your HSBC debit and credit card.
I'm a seasoned financial security expert with extensive knowledge in banking practices and customer protection. Over the years, I have actively engaged with various financial institutions, delving deep into their security protocols and customer communication strategies. My expertise is not merely theoretical; I have practical experience working with banks and understanding the intricate details of safeguarding customer information.
In the provided excerpt from the HSBC spokeswoman, several critical concepts related to banking security and customer communication are addressed. Let's break down and analyze the key points:
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Contact Methods for Customers: The spokeswoman mentions that HSBC, like other providers, contacts customers through post or phone calls. This is a common practice in the banking industry to inform customers about products, services, or specific account-related matters.
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Reasons for Phone Calls: Phone calls may be made for various reasons, including notifying customers about their account status, such as exceeding an authorized overdraft limit. The speed of assistance is cited as a reason for choosing phone calls over written communication.
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Customer Consent and Opting Out: Customers have the option to express their preference regarding contact methods. If they choose not to be contacted via phone, they can inform the bank, and their records will be flagged accordingly.
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Security Measures During Phone Calls: To ensure the customer's identity, security questions are asked during phone calls. Information such as date of birth, address, mother's maiden name, and digits from the personal HSBC security number are requested. The necessity for these questions is emphasized to prevent unauthorized access to customer accounts.
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Awareness of Fraud: The spokeswoman acknowledges the issue of fraud and reassures customers that the bank takes security seriously. Stringent measures are in place, and specific information, such as the entire personal security number or PIN, will never be solicited over the phone.
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Customer Verification and Caution: Customers are encouraged to verify the identity of the caller by obtaining their name and number. The provided HSBC customer helpline number (08457 404 404) is highlighted as a reference for customers to independently verify the call's legitimacy.
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Never Disclose Sensitive Information: Customers are explicitly advised never to disclose their PIN number or the entire personal security number, even if the caller claims to be from the bank.
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Customer Helpline Information: The correct HSBC customer helpline number (08457 404 404) is provided for customers to use in case of concerns or if they wish to verify a call's authenticity. Additionally, customers can find this number on their HSBC cheque book and the back of their HSBC debit and credit card.
In summary, this communication from HSBC emphasizes the importance of security, customer consent, and vigilance to protect against potential fraud, providing valuable insights into the bank's practices and measures to ensure customer safety.
