Chris Worfolk's Blog

HSBC have had a number of what I would consider problems with their websites for the many years that I have banked with them. A few years ago I submitted an online feedback form, but nothing changed, so last month I wrote them a letter (as you do when you get to my age).

It would be nice if they could find the time to fix these issues. They recently had time to issue me a new, more complicated, security device and add an annoying pop-up trying to get me to install their Rapport malware for example. However, they have not had time to make their passwords case sensitive.

I really don’t know how these issues arise in the first place though. As I told them in my letter.

4 June 2014

RE: INTERNET BANKING

To Whom It May Concern:

I have been unable to locate a postal or email address for your internet banking service, so I have resorted to writing to the branch and hope that you will be able to pass it on to the relevant parties.

Over the past few years I have consistently run into a problem with your internet banking for my personal account.

When I go to “make a payment” I have the option of selecting “pay a bill or organisation” or “pay family, friends or other”.

I need to make a payment to HMRC, to which I am given the account number and sort code. But when I go to “family, friends or other” and try and enter the account details it says the payee already exists and that I must use “pay a bill or organisation”.

When I go to “pay a bill or organisation” I then have to select HMRC and then select one of their tax offices. But I have no idea which office I am supposed to pay. All I have is that the account name is HMRC and then I have the sort code and account number.

I do not for the life of me understand why you will not let me make a payment in the usual way using the sort code and account number.

However, even if we overlook that, how you expect anyone else to translate nonsense phrases likes “HMRC NIC DEF PYT”. I don’t know what that is! How is anybody supposed to know?

I have included a printed-out screenshot of the bewildering screen.

I think at very least you should list the sort code and account number next to each entry, and use descriptive names for them, so that we can check we are paying the right account. Better still, just allow people to make payments using the sort code and account number like you would reasonably expect to be able to do at any bank.

MAKING PAYMENTS ON BUSINESS BANKING

Another piece of feedback I think is important is regarding your business internet banking. When you go to make a payment on there, you are able to go to “new payee” and enter the account details.

However the sort code is only 4 characters wide and the account number box is only 6 characters wide.

As you know, sort codes are 6 characters long and account numbers are 8 characters long.

This means that it is very difficult to check you have entered the correct account number and sort code because they do not fit in the box at the same time. I have enclosed a printed-out screenshot with this letter to demonstrate the problem.

As a software consultant, I have literally no idea how this situation could arise. Surely, if even the most basic testing can been carried out on your website, someone would have spotted that this was a significant design defect.

I would suggest that the boxes are extended so that you are actually able to see both the sort code and account number.

Yours faithfully,
Chris Worfolk

I received a letter back from them saying they had passed my feedback on. The issues still seem to be on their website though, as shown by this screenshot:

Clearly there is not enough space in those boxes to enter the account number and sort-code and be able to see the full number to check you have entered in correctly. I would not even dare pass that code to a tester; Chris K would be appalled.

If I ever get the time I am going to write a browser plugin to fix these issues myself.

Last month I received a set of bank statements for a bank I have never been a customer of.

9 June 2014

Dear Lloyds Bank:

Please find enclosed some documents that you recently sent me out of the blue. I am not sure why these documents were sent to be as I am not, nor have I ever been, a Lloyds Bank customer. I used to have a Lloyds TSB account, but I closed that down several years ago.

Yours faithfully,
Chris Worfolk

A month later and I have heard nothing back. So I sent them another letter.

14 July 2014

RE: NOT A CUSTOMER

To Whom It May Concern:

Following on from my letter sent to you on 9 June 2014, I enclose further documents you have sent to me. I once again remind you that I am not a customer of Lloyds Bank. If you continue to hold my personal details without my consent, or continue to send me unsolicited mail, I will file a complaint with the Financial Ombudsman Service.

Yours faithfully,
Chris Worfolk

After they they called me and said they were sorting out and would be sending me £30 compensation.

Briggate, Leeds. 6 July 2014.

Earlier this month I ran the first of two Area Training days for Toastmasters.

We held it at the Holiday Inn Express in Hull. This is a venue that Hull Speakers use for the regular meetings and makes for a great choice – everything ran really smoothly, lunch was good, and it is easy to get in and out of. Hull is usually a bit of a grim place to visit, but at least the M62 is usually quiet and the drive across Yorkshire and down the estuary past the Humber Bridge is comparatively pretty.

Thank you to everyone who attended and made the day a success. A special thank you to Shelagh, Jane and Michael who presented workshops.

Earlier this month, Yorkshire welcomed the Tour de France to Yorkshire for the Grand Depart. Or “T’ Big Setting Off” as we call it in Yorkshire.

People have gone all out for it. There are bikes, artwork, banners, signs everywhere. Even people nowhere near the route have a bike on the wall and a transfer on their shop window.

The turnout was incredible too. So much so that an hour before the race started the police closed off the road to pedestrians and stopped letting anyone else through. All along the route it was stacked with people half a dozen deep.

You would have to have a heart of stone to suggest seeing that wasn’t worth waiting for.

When I was twelve I spent six hours in 35 degree heat waiting for a Space Shuttle to take off. Finally we saw this little dot disappear into the distance and then in the silence some kid said “is that it?” As good as that was, it can’t really compare to seeing the photo above.

Nevertheless, it makes you proud to be Yorkshire. If you have a fancy bike ride you need hosting, we’re your people.

Well this feels a lot more official now.

Pretty gutted that after seven months of having my Sonos Playbar, it died.

Sonos were very good about it. I spoke to them on the phone and we tried a few things to no response. After that they send me through a return request that came with a pre-paid UPS sticker, so I just had to wrap it up and schedule a collection from UPS. They even shipped me a new one straight away, though that did require a credit card pre-authorisation.

Pretty annoying though, if that happens just after the warranty runs out, I will be very unhappy.

“Out of 193 countries that are currently UN member states, we’ve invaded or fought conflicts in the territory of 171.” Or so the book’s description reads.

The author, Stuart Laycock, begins by talking about how he was trying to list all of the countries that Britain had invaded. The more he thought about it, the longer his list got, and the longer his list got, the more it would seem to make an interesting topic for a book.

It did. He goes through each country in alphabetical order discussing Britain’s involvement in it. Some of which is extensive, others were just fought a battle there. Importantly, he spends more time talking about these lesser known incidents than he does discussing the history that most of us already know about (World Wars for example).

It is written in a very informal style. This keeps the mood light and prevents it from becoming a monotonous list of events. It perhaps could have done with some editing though. The phrase “you might think we’ve never invaded X country, but you would be wrong” or some variant of that expression seems to appear on every other page. To be honest, given I am reading a book about how we have invaded almost every country, I wasn’t thinking that.

There is some history that I had no idea about, and much that I did kind of know about but had never really heard about in detail, and this filled in a lot of knowledge.

A few weeks ago I attended Toastmasters district training where I found out there was such a thing as a “triple crown”. The way I found it out was that Kevin said “congratulations on your triple crown, here is a prize”. Apparently, if you earn three educational awards in the same TM year, there is a name for that…