She said: "This level of detail gave me a false sense of security so I went ahead and took their advice to transfer my money from one account to another at a different bank. I should have realised at the time, but with everything else going on, and the fact I had only just had money in my account from a savings product that had matured, I was desperate to protect it."
She added she had questions as to how the scammers had obtained personal and sensitive information from her in order to dupe her. The next day, when the scammers did not call her back as promised, she made a point of calling HSBC on Thursday 14.
"I was on the phone for three hours being bounced around various departments. The first man I spoke to said, 'You've been scammed; this happens all the time', that such a scam was known to HSBC, and that 'I should not expect to get any of [my] money back from HSBC' because it relied on it still being in the fake account to which I was scammed into transferring it."
The customer also said she was not given a reference number, despite asking the man if he could provide one. He said he had not raised it as a case, so there was no number, and said HSBC would call her back.
The key worker - who is a teacher - did not hear back from HSBC, so on Saturday 16, she called HSBC's APP team, and was given a case number when they finally raised it as a case.
She has been told it will take 15 days for her to find out the outcome of her case, and it is still not sure whether she will get any, let alone all of her stolen money back.
The customer has queried why HSBC did not block the £10,000 transfer out until hearing from her, and why she had not been notified by email or text about any such scams if, indeed, it was already known to the bank, as the original call handler had said.
HSBC customers are usually presented with fraud warnings before making payments to new beneficiaries on mobile banking, and HSBC has been actively warning customers to remain vigilant, especially as the number of financial fraud complaints generally have risen across the UK since the Covid-19 crisis began.