HSBC decides Samsung Secure Folder and Android's Private Space are no place for a banking app
Customers say the unannounced change also cut off web access that relied on mobile authentication
HSBC has prohibited its Android banking app from operating within Samsung Secure Folder and Android Private Space, leaving some customers unable to access online banking. The bank claims this is a security measure to prevent certain threats and ensure timely fraud notifications. However, customers are frustrated by the lack of warning and the abrupt cut-off of access.
HSBC's app now displays a generic error message and offers only the option to quit. Some customers claim they received no advance notice, feeling "held hostage" from their own accounts. The bank's change also prevents web banking, as it requires the app for multifactor authentication. Critics argue that HSBC should have informed customers beforehand, as this could conflict with FCA's Consumer Duty guidelines.
Some customers are considering uninstalling the app or waiting up to ten working days for alternative authentication methods to regain access.
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