Wealth Blog | HSBC Indonesia – cash withdrawal challenge continues

He was told to go to his nearest HSBC branch in Bandung, 64 kilometres away, and collect his new security device. ”Should have known that it wouldn't be as simple as picking it up and getting on with my life,” he writes today. He drove to Bandung – 128 kilometres round trip - to get the new device -and he then tried to set it up at home in front of the computer.

To activate the new one, you have to get the old device to generate a new security code. ”But, of course, the whole point of this exercise is that the old security device is broken!” he wails. ”I take back all I said about how it’s all Ok once you getting hold of a real person.”

Hurry up and wait

He endured 12 minutes of listening to HSBC music before anyone picked up. ”I explain my situation and she asks for a phone pin number. I don't have one - never needed one and don't want one.” ”Well, we can't activate your security device unless you fill in a form and get a phone pin,” he is told. ”We are now 17 minutes and 34 seconds into the call and my temperature is rising. I ask to speak to a supervisor – but all are too busy, apparently.”

Twenty minutes more waiting and he was still no further forward - after inputting his credit card and bank account numbers numerous times to try to get the phone pin, the system refused to recognise them. Then the young lady herself inputted my account details, but the system did not then allow me to confirm a new pin - and it cut me off, he says.