HSBC Keeps Vandalised ATM in Use

HSBC Keeps Vandalised ATM in Use Sunday, 10 October, 2010 19:49

What does it take to get a bank to take security seriously? Over the best part of 2010 I have given up with HSBC at Paddington in West London (UK).

Paddington Station, is a major railway terminus with hi-speed trains running to/from Wales, the West Country, as well as Oxford and Reading. It is also the main London entry station for the Heathrow Express and Heathrow Connect services to/from the Heathrow Airport. All these services mean that thousands of passengers pass through it every hour of nearly every day. These latter are all potential users of the ATMs at the Station.

In what is called The Lawn area on the councourse, where the main shops are situated, there are predictably at least five ATM machines. One belongs to HSBC. It is mounted in a free-standing wooden box - so it is really a 'hole in a box' ATM. However the sides of the front mounting are frequently prised open allowing anyone access to the inards of the box to draw obscene grafiti inside or worse. Indeed when so vandalised it is sometimes possible to pull the whole ATM on rollers out of its box. This is a gift to anyone wanting to compromise the integrity of the ATM's security. Paddington has CCTV in the area, however - as usual - this does not appear to be a deterrent. This ATM's security is regularly compromised by vandals or others more sinister intentions and HSBC has done/is doing nothing about it..

I pass through Paddington quite frequently and sometimes check to see if anything has been done about this ATM. If I see anything amiss I try and tell a member of Network Rail or the British Transport Police who patrol the Station. However since this situation has been going on for so long no-one now is really interested any more. Certainly HSBC is not interested.

Astonishingly when I point out to someone using this ATM that the integrity of the ATM has been clearly compromised they usually give me a look which means 'mind your own business, don't bother me' to 'thanks, I guess I'll now have to use another one.'

Risks: Its risky enough using ATMs in London, but HSBC obviously doesn't even care when one of its ATMs is regularly vandalised and its security compromised.

Reply to
CJB
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What makes me think they don't bother to read emails:

Dear Mr Brady

Thank you for your recent e-message. I am sorry you have found it necessary to contact us under such circumstances.

In order to allow us to investigate this matter and respond to you, please send me details of your branch sorting code and account number or your full postal address.

I look forward to hearing from you soon.

Yours sincerely

Gita Ali Service Quality Officer HSBC Bank plc

Reply to
CJB

The fiasco continues - what make me thing that HSBC is totally inept?

Needless to say I am NOT a customer of HSBC - thank goodness.

Reply to
CJB

The fiasco continues - what make me thing that HSBC is totally inept?

Needless to say I am NOT a customer of HSBC - thank goodness.

From: HSBC Service Quality Subject: HSBC Bank plc  (KMM9569891V4245L0KM) To: "Chris J Brady" Date: Monday, 18 October, 2010, 13:18 Dear Mr Brady

Thank you for your recent e-message.  I am sorry you have found it necessary to contact us under such circumstances.

I am afraid I am unable to locate your details from the information provided.  In order to allow us to investigate this matter and respond to you, please send me details of your branch sorting code and account number or your full postal address.

I look forward to hearing from you soon.

Yours sincerely

Caroline Thorley Service Quality Team HSBC Bank plc

===================== And the ATM is till in situ and in use at Paddington Station - well vandalised:

===================== Re: Contact Us from Banking Services Thursday, 21 October, 2010 4:04 From: "DFV Enquiry" To: "Chris J Brady"

Dear Mr Brady

Thank you for your e-mail of 20 October.

At HSBC, we strive to provide quality service at all times. However, I was sorry to learn of your feelings. We appreciate it that you have taken your time to share your experience with us. Your concerns have been placed on records for our careful review.

We look forward to being of service to you.

Yours sincerely

Jeanny Lee Customer Communication Manager Personal Financial Services

****************************************************************** The Hongkong and Shanghai Banking Corporation Limited ****************************************************************** The Hongkong and Shanghai Banking Corporation Limited whose registered address is 1 Queen's Road Central, Hong Kong ******************************************************************
Reply to
CJB

Despite completely ignoring my emails of concern, the offending machine has now been removed. And did I get any thanks - nope!!

CJB

Reply to
CJB

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