Delays on bank's fraud line

Money Box

BBC

Business

4.2 • 804 Ratings

🗓️ 20 February 2021

⏱️ 40 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

The impact long delays have when customers repeatedly call their bank's fraud line. Money Box hears about wait times of hours and hours. Paul Lewis explores why consumers are being asked to pay additional costs on online goods they have bought from overseas and why students are fighting not to pay for rooms they don't use during lockdown. In the podcast he also interviews the head of The Business Banking Resolution Service, which began operating this week. Presenter: Paul Lewis Reporter: Dan Whitworth Researchers: Sowda Ali and Jonelle Awomoyi Production co-ordinator: Janet Staples Producer: Ben Carter Editor: Rosamund Jones

Transcript

Click on a timestamp to play from that location

0:00.0	In Northern Ireland, from the late 70s to the early 90s, the IRA killed over 40 alleged informers.
0:08.0	But the man who often found, tortured and sometimes killed these people on behalf of the IRA
0:12.0	was himself an informer, a secret British army agent with the codename Stakeknife.
0:18.0	Who gets to play God? And why me? Why my family? When lies are still being told to this day,
0:24.0	who do you believe? I wouldn't even know where to start and I'm with the IRA.
0:28.5	Steakknife. Listen first on BBC Sounds. BBC Sounds, music, Radio, podcasts.
0:40.1	Hello, welcome to this Moneybox podcast.
0:44.7	Students have already spent nearly £1 billion on renting accommodation.
0:47.1	They are strongly discouraged from using.
0:49.9	We hear a call for rent to be waived.
0:59.9	Many listeners have told us they're being charged VAT and import duty on items they bought online since a major change in the rules began on the 1st of January.
1:10.1	And a new service to resolve loan disputes between small businesses and their banks expects to take thousands of cases in its first three years.
1:12.8	But we start with HSBC.
1:16.1	It has told Moneybox it will look at making changes after a listener told us he and his family
1:18.4	had spent a total of 20 hours on hold to a fraud hotline.
1:23.9	They called the dedicated scam hotline number
1:26.8	given on the HSBC website.
1:29.0	It's advertised as open 24 hours a day, seven days a week.
1:33.6	Richard called it desperate for help after he had been targeted by criminals,
1:37.6	who stole 8.5,000 pounds from his HSBC bank account.
1:42.4	But then he and his family spent 20 hours between them before anyone answered.
1:48.2	Our reporter Dan Whitworth has been looking into this.
	...

Please login to see the full transcript.

Previous episode | Next episode

Disclaimer: The podcast and artwork embedded on this page are from BBC, and are the property of its owner and not affiliated with or endorsed by Tapesearch.

Generated transcripts are the property of BBC and are distributed freely under the Fair Use doctrine. Transcripts generated by Tapesearch are not guaranteed to be accurate.