I have a current a/c with HSBC and they have severely annoyed me this week. There is a long post below but the upshot is that they froze my switch card despite me having a 6 figure balance in my a/c I want to change bank but are they all as bad as each other? Your comments about your bank would be appreciated.... Here is why I want to switch. First of all I need to explain some background - which I'm not that comfortable with sharing on a public forum, but it's integral to the story. Last year a terrible thing happened to me - my Mum committed suicide unexpectedly aged 57. This was approx 5 years after my Dad died from a heart attack aged only 56. I have had counseling and feel that 8 months after my Mum's death that I have come to terms with it. Anyway, on Fri 10 March my solicitor paid my share of my Mum's estate directly into my HSBC account. I decided that I should use some of the money to pay off well over half of my mortgage which through my counseling I have now accepted is a good thing (I could write pages just about my guilt of benefiting in this way from my Mum's death) So I rang my mortgage company, Portman, on Sat 11 March to arrange payment of the 5 figure sum that I wanted to pay. Portman took my switch card details and told me I should ring my bank to get them to authorise the payment. I rang HSBC as soon as I'd finished my call to Portman and I spoke to a lady in India who didn't speak very good English. I asked her to authorise the payment. It took about 5 minutes to explain what I wanted her to do and many times of me spelling out "P-O-R-T-M-A-N" to get her to assure me that the payment would be authorised. She said that "a note was entered on my account and this payment would be authorised" I thought nothing more of this until Portman ring me on Thurs 16 March to say that the payment had been rejected. The woman at Portman said it could take up to 3 days for a payment to be taken from my card using their system. She took my card details again and said I should try to get the payment authorised again. I then rang HSBC and spoke to India (again ). The man couldn't understand really why the initial payment had been rejected and he gave me little confidence that the new payment would be authorised this time. So he passed me to someone who sounded like he was based in a British call centre. This guy explained that I should have rung the HSBC Premier Line, whatever that is and got them to authorise it (the woman in India that I spoke to didn't advise me to do this on Saturday though). His tone was like it was my fault that the payment had been rejected. He gave me the Premier Line phone number but when I rang the number he'd given me it took me through to Guccis customer help desk!! I looked up the Premier Line on HSBC's website and saw that he'd added an extra 6 to the number. So I rang the Premier Line using the right number. A snotty woman explained that HSBC could only allow Portman a 30 minute window to get the payment authorised and only after I had spoken to HSBC. I explained to her that this was ridiculous as Portman could only say that the payment would be processed sometime in the next 3 days. She explained it was a security measure. I said it was more like they didn't want me to spend any money. She suggested I rang Portman again and get them to process the payment that instant rather than waiting for 3 days. I was getting very frustrated by now and had spent about 1 and a half hours on the phone on that day trying to sort this out. The woman on the Premier Line said that she'd keep the window open for 30 minutes if I rang Portman now. This I did 30 secs later and the woman at Portman said that she'd by-pass their system and put it through manually. The woman at Portman rang me back 10 mins later to say that HSBC had rejected the payment again! I then rang the Premier Line back and they said that there was a few minutes delay to opening the authorisation window. She assured me it was open now. I rang back Portman, gave them my card details again and this time it worked TFFT I thought. A few hours later that same day, I went to Morrisons and tried to buy £8 worth of groceries and get £20 cash back. My card was refused. This I could not believe as my balance was 6 figures so surely I could afford £28!! There was a big queue of people behind me at the checkout so I was very embarrassed by this as you can imagine. The manager said I could wait 5 -10 mins for her to find out why my card had been refused or use a different card. I decided to pay using my credit card to avoid further embarrassment and this was fine. I rang India when I got home and discovered that my card had been frozen (yes that's right, despite having a 6 figure balance!) Apparently, as the supervisor explained to me, me trying to authorise these payments to Portman triggered HSBC's anti-fraud system so my card was frozen. She explained, and I kid you not, that £10.82 I spent at Tesco a couple of days before had been one of the other factors to trigger this! The supervisor unfroze my card but was not overly apologetic as if all this was my fault that it had happened. She tried to say that surely I should be happy that they have an anti-fraud system in place and wouldn't it have been terrible if someone had stolen the 5 figure sum from my account. I lost it at this point and really got annoyed! It wasn't some dodgy Nigerian scammer trying to get the money from my account it was Portman with my (ie the customer of HSBC) full authorisation!! So, are all banks as bad as this or is there one who doesn't use Indian call centres and treats their customers with a bit of respect? BTW, Portman were excellent during this whole debacle and were very helpful.