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Customer awareness

Risks of Not Providing the Bank with Mobile Number

  • The way your bank or payment services provider verifies your identity or validates a specific payment instruction is changing. These changes are designed to reduce the risks of a fraudster pretending to be you to steal your money.
  • Authentication is the process that your bank uses to establish that it is really you. It aims to ascertain that the person requesting access to your account, or trying to make a payment, is either you or someone to whom you have given consent. 
  • While HSBC is working continuously to implement ways that protect our customers as technology advances; you can help mitigate these risks by providing us with your latest mobile number, e-mail address and correspondence address.
  • An updated mobile number enables you to receive One Time Password (OTP) for your online banking and shopping. It is also used to send your banking or credit card alerts. When suspicious transactions occur, the Bank will attempt to reach you to verify the transactions and the fastest way is often through your mobile phone. Although other means of alerts are available such as e-mails and paper advices, these are typically not as prompt which may increase the risks given that fraud mitigation is time-sensitive.
  • HSBC strongly encourage you to provide us with your latest contact details especially your Mobile Number via your preferred channel, whether updating it via Internet Banking, contact our Call Centre or walk into any of our Branches to do so. We have also enhanced our ATM to proactively prompt you to confirm or update your mobile periodically.

Tips

  • Update the Bank when you change your contact details. This will enable us to contact you in a timely manner if we detect unusual transactions.
  • Check all your SMS transaction alerts in a timely manner and login to Internet Banking regularly to check your account balances and statements of account on a regular basis, at least once a week and view your account balances and statements to detect any unauthorised transaction, error or discrepancy and if there are any, report it to the Bank immediately.
  • Always log out when you have completed your banking transaction.
  • Ensure that you do not disclose your internet banking user ID, password and passcode to any person, via unsolicited emails or on any website other than the official website of the Bank.
  • Take reasonable steps to keep your security device secure at all times.
  • Report a breach, or a suspected breach of the passcode generated by the security device or the loss of a security device to us as soon as reasonably practicable, once you are aware of the breach, suspected breach or loss.

Transactions

Fraud prevention

Whilst the Bank will take the necessary preventive measures to minimise the threat of fraud, please continuously monitor your account and take precautions to ensure that all transactions are authorised.

Examples of transactions:

  1. Bill payment via Current Account/ Savings Account (Debit Card) or Credit Card
  2. Recurring direct debits via MEPs direct debit or Autopay-in arrangements
  3. Purchases made online from your Debit Card or Credit Card

Complaint management process

Contact

At HSBC Bank, we are committed to giving you our best every time. Your feedback and suggestions about our products and services make it possible for us to serve you better. Please visit our contact us page to get in touch with us.

Useful information

 

Learn more about credit card security

 
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Learn more about SMS transaction alerts for HSBC Credit cardholders

 
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Customer Security Awareness Survey on safely perform transactions digitally

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