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Message: <blockquote data-quote="Dibs-h" data-source="post: 1199386" data-attributes="member: 3418">I wasn't happy with the letter I got, the inaccuracies (Liverpool vs Wellingborough) and 2 phone calls, so rang back to speak to the lady who was looking into the complaint. This time armed with her direct telephone.Got the "Liverpool" issue out of the wasy first and got an admission that she hadn't looked at the account for the address changes or anything else I suspect. Made it clear that the confidence levels in HSBC and their staff weren't going up but coming down.I then stated I had only made one phone not 2. She then clarified that she'd listened to one call when I'd asked to be put thru to the Safeguard team at HSBC, but she could listen to the part of the call when I was speaking to the Safeguard team.  So not 2 calls but 2 parts of a call.She apologised for the confusion. I suspect the fact I was armed with my phone bills for the period in time might have something to do with things.I then informed her - given I'd worked in Banking\Financial services for a large part of 2 decades, designed and worked on parts of some banking systems, I would be astounded if HSBC's systems didn't have an audit capability and the IT Security or Internal Audit teams couldn't have a report printed off that showed which UserID and hence member of staff changed the address in the first place. And then she could listen to the calls that the staff member took or made, 5-10 mins either way and see if he\she had been instructed by a customer to change their address and see how close the account nbr\sort code were to mine.If the calls showed nothing, then further reports could show how many address or other changes this member of staff had made that subsequently were "reversed" or led to "complaints" of unauthorised activity.I made it clear that I wasn't interested in being told that HSBC has strict procedures or policies in place as a quick Google would show the cases of bank staff who had been prosecuted for theft, etc.I asked her to confirm by email what she was going to do. Had that sat in my inbox when I got to the office - she's ordered an audit report and should have that in 2 weeks. Then possibly know a little more.I asked for the account number to be changed. Can't be done over the phone. Have to go to a branch. Not many left these days, so don't know how that's going to work. She said she'd emailed a business account person at the city centre branch, haven't had any call yet.The only upside (possibly) is I could have 2 current accounts (both visible in the online portal), transfer stuff over and then close the original, all without needing to be set up on internet banking again. But that's the theory, so we'll see what the practice is.I mentioned I was sick of spending time on the phone dealing with this as oposed to dealing with work issues and now they wanted me to go down to the bank - which wasn't happening on a working day unless they would take an invoice for my time. LOL..she couldn't repond to that. Got a "let's resolve the complaint sir and then we'll look into compensation."  LOL - I spent the 50 quids worth of Love2Shop vouchers last night in Argos buying a new portable hard drive as I am on with some data recovery for some soul who had the last 10yrs of photos of his young children, no other copies and it went up the wazoo. Don't get me started on that.  :roll: Bizarrely enough, I'm more annoyed with that than the shenanigans at HSBC. Just a waiting game now.Dibs</blockquote>

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