I’ve finally found a bank with decent phone support. I rang in around 12:40 today to let Starling know that someone at HSBC has royally figured a direct debit, sending the mandate to the wrong Starling account.
Didn’t catch the name of the chap I spoke to, but he was very cheerful, very knowledgeable and understanding.
He very quickly took my details, asked me about the payments and said he would pass it upwards. All done within 7 minutes… it took me that long to sit on hold to HSBC, and then another 15 minutes before they’d realised their mistake, and corrected the payment.
I liked the security check too, just asking for details from the ID I used to sign up, no faffing around typing card numbers into phone keypads etc.
Overall, very very pleased.
PS. If anyone has a payment of around £180 taken via direct debit out from their Starling… blame HSBC.