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HSBC's New Website - Not Much Change for Current Customers


I was a little concerned when HSBC mentioned it was updating its website. I was worried that it may cause problems like we saw with EmigrantDirect last summer. But it turns out the change seems to be only related to the front pages and not the account system. Here's how HSBC described the changes in an email:

* smart tools and calculators that make planning easy.
* updated FAQ’s to help you find answers fast.
* easier navigation for quick account access.

In my opinion, there's not much to help current customers. The FAQ's are a little easier to view. I didn't find the calculators useful. I was hoping for some kind of new promotion like they did about this time last year (a 4.80% promo rate.) The only current promo I'm aware of now is their 5.25% 6-month CD.

Late last year HSBC did add a new level of login security as all banks had to do to comply with new federal regulations. HSBC added the Site Key to the login which requires you to use a virtual keyboard to enter the Site Key. This is in addition to having to type in your password. Previously, the Site Key was only used to enter the bank-to-bank transfer page.

Over the last few weeks, I've been locked out of my account twice while trying to log in with this new Site Key system. You get locked out after 3 bad login tries in a row. I've never had this happened to my other accounts, so I was a little upset. According to the CSR, the trouble may be due to my original Site Key being the same to this new login Site Key. Mine weren't the same, but were similar. So I changed the Site Key to be entirely different. Hopefully, this will fix this login problem for good.

As we learned when EmigrantDirect was inaccessible, it's not a good feeling when you can't access your money.
Related Pages: HSBC, New York, Philadelphia, Washington, Miami, Los Angeles, San Francisco Bay, Seattle
  |     |   Comment #1
HSBC Question: I opened a 6 months CD account 5.25%. However, when I checked my account after two weeks of processing I noticed that it does not say 5.25% but 5.12%. What am I missing? Thanks.
  |     |   Comment #2
5.12% APR(Annual Percentage Rate) = 5.25% APY(Annual Percentage Yield)
  |     |   Comment #3
Another victim of APY/APR confusion.


As for the new HSBC website, I also was locked out twice. I think their digital keypad is faulty. Sometimes you click and it doesn't register.

Did you have an Indian CSR help you? Maybe it was the way he learned English, but, man, the guy who helped me was insulting. I would tell him my problem, he'd repeat it to me, then say "do you mean to say [the same thing I just said, but with a different technical word]?" He did this to me five times. I'm a smart guy and I've used computers my entire life. I mean to say exactly what I just told you. Could this be a plot to makes us prefer those automated voice-recognition machines?
  |     |   Comment #4
The virtual keyboard will sometimes "stick" on your last character entry. I don't know why. I kept getting locked out. And once I watched very closely as I was 'keying' in on the virtual keyboard. I noticed that my last character entry always types double. I'm sure the same happened to you.
  |     |   Comment #5
The virtual keyboard is really annoying. I found that if I enter the keys too fast, it doesn't work. So I have to slow down my clicks in order to log-into the web site.
Banking Guy
  |     |   Comment #6
Anonymous, thanks for the APY/APR link. Here's the link in html:

APY vs. APR explanation

About the virtual keyboard, I also noticed the sticking in the keyboard as I was changing the code. To change it you have to key in the same code twice. Only *'s are shown for each character. I knew something was wrong when the lengths of the two codes didn't match.

This does seem more likely to be the cause of my lock-out problem.
  |     |   Comment #7
I, too, have been locked out of my account numerous times during the past year or so, and have also found the Indian CSRs to not be very polite or knowledgeable. The rate is nicer than ING's, and being able to link my HSBC savings account to a free HSBC checking account is a huge advantage, but I can't remember a single bad CSR transaction with ING...

  |     |   Comment #8
>>Did you have an Indian CSR help you? Maybe it was the way he learned English, but, man, the guy who helped me was insulting. I would tell him my problem, he'd repeat it to me, then say "do you mean to say [the same thing I just said, but with a different technical word]?" He did this to me five times.


You are not alone in your experience ! Besides HSBC have you tried 'chatting' with the CSRs of American Express or Circuit City or AOL?

  |     |   Comment #9
Thank you for the link guys. APY/APR 5.25%...5.12%
  |     |   Comment #11
Me too. I have found loging on quite stressful. Starting with the long long account number, the onscreen key board, the additional layer, etc. It always takes me two or three trys.

So much so, that I have transfered my money back to Emmigrant.

Am now having a problem trying to find out how to close the account. Was told by customer service on the phone to send a request thru HSBC's website email. But have not yet received a response.
  |     |   Comment #12
I wasn't complaining about his accent, or even that he's Indian per se. It was the construction "Do you mean to say..." and him repeatedly saying it that irked me. I use that phrase to correct someone, he must have learned it as asking for clarification.

Just like the CSR, I speak a second language fluently. Sometimes I misunderstand native speakers, but thus far I haven't offended anyone when asking for clarification. I guess my German teacher was better than his English instructor.

And Bank Guy, thanks for HTMLing that link. I tried, but Blogger was not happy with my c0ding skil!z.
  |     |   Comment #13
Man, these outsourced CS centers are terrible! My cell phone company directly bills my CC, and one month it didn't show up on my CC bill. I goton 3-way calling with sprint and Washington mutual. What a world of difference!!!
The Sprint CS was a REAL person, but the CC company guy kept on repeating scripts like a robot. It was so frustrating that the sprint guy and I were like wtf and he helped me cancel the late fee because he realized the CC company is messed up.
  |     |   Comment #14
sorry I was blabbing about sprint and forgot to comment on your entry!! Yes, this new site is not different at all! It's like changing the welcoming page. Also the keypad sucks. ita

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