Disabled Not Allowed to use Internet Banking!

[Paul]

I'm with HSBC and they have recently introduced Security Keys.
These look like tiny calculators that give you a special code to enter when logging on.

However, due to my diability I find it painful to use them so i called customer services to ask for a Large Security key to be sent.

Their reply.. i'm sorry Sir but we don't have any Large Keys in stock until December.

Apparently they mis-calculated the number of people who may have needed these Larger devices.

They have said I can use telephone banking, but I asked how can they transfer the data from the telephone into my computer software that I've been happily using for years until now?

I asked how can they let something like this be launched when you are actively disciminating a proportion of your customers from using the service? No answer!

I think we'll be looking for a new company for our custom - including our mortgage.


I have made an official complaint to them under the DEA (Disability Equality Act) and also notified Watchdog

[Stepheninleeds]

The sad fact is whenever any company rolls out anything new they always under estimate everything related to it. I cannot get an instruction book for TiVo in large print as they did not think visually impaired people would ask, or they just did not consider us. I am not sure you have a case on this as they have created some, & will some more. Under the act they only have to make reasonable provisions for disabled people. Good luck though, let us know how it goes.

[Paul]

Thanks Stephen,

i know how you feel regarding TiVo, I had one of the first back in February and din't get an instruction booklet.
I did find them online in pdf format though. You may want to join this forum if you are having problems with your TiVo service.
http://community.virginmedia.com/t5/TiVo/bd-p/Tivo

I'm going to be contacting the press on this matter as I think I'll get more achieved that way.
My local branch manager tried to bribe me to keep me quiet - he asked how much I want? - I said an Internet Banking service that I can use!

[Stepheninleeds]

TY, I have posted on there, raised the issue of the book, & the fact the on screen text is far too small. I also got a refund on the cost of my 1GB Tivo, after the misleading ads. I pointed out the Sale of Good Act, & the Consumer Credit Act to them.

Seems you may have them on the run there. I had one of those things for my Tesco savings account. It was a nightmare to use with my hands & my eyes. I was glad when they switched.

[andypandy]

So its not that disabled people are not allowed its just that there is a delay, your post title is somewhat mis-leading.

I hope you get it sorted asap

[Paul]

So its not that disabled people are not allowed its just that there is a delay, your post title is somewhat mis-leading.

I don't think it's misleading. I can't use Internet Banking due to a delay is the same as not being allowed to use it.

The non-disabled can use the service right now, yet I can't, I have to wait at least 8 weeks!

It's worth noting that I do almost everything online nowadays, I was checking my banking everyother day (before this key thing came about) as sometimes we have to move money from savings into the current account so we don't go in the overdraft.

If I can't see if we are going to go into the overdraft - then I shouldn't have to pay the fees.

[phyzzezee]

I can see how frustrating it must be for you but I personally was pleasantly suprised with the general accessability of the basic device. The buttons on it are a much better size than I might have anticipated and I find it faitly user-friendly.

[Paul]

It seems my threat of action has worked though.

I went in the branch on Friday am, Today (Tuesday) a Large Secure Key has been delivered.

So much for their "out of stock" response! Bunch of liars these bankers.

[Stepheninleeds]

They always have spare things, they just never say.

[jdtaylor]

Hi,

I understand the problem, to help you the CO-Operative have actually reduced the number of times you need to use a card reader and they do offer accessible ones, or if you want to use a bank without one of these devices, Lloyds TSB doesn't require these at all, and to be honest I was with Natwest but they had problems sorting out the right kind of debit card, so I moved to Abbey who took a while to sort things out, but now I'm with Lloyds TSB, I know a few local Managers and well they have been absolutely superb and I've even been able to get onto the contact less card trial, which apparently Tesco won't use for security reasons but they may be your best bet, and I know I've been a great help to them to but they are very disabled friendly from my personal experiences.