Warning: HSBC Direct/Mozilla Firefox compatibility problems

A couple of weeks ago I dutifully created my new "Security Key" that is now required (along with a username and password) to log on to the HSBCDirect.com web site, and all was well until I attempted to log in to my account this morning. After a few failed login attempts, a message appeared indicating that my account had been locked and that I should call HSBC's Customer Relationship Center at 1-800-975-HSBC (1-800-975-4722) to resolve the issue.

I initially was connected with a CSR whose spoken English was, to be kind, a bit difficult to understand. Fortunately, he seemed to understand my issue and promptly transferred me to a knowledgeable (and well spoken) CSR. When the second CSR asked what web browser I was using (Mozilla Firefox 1.5), he immediately knew what the problem was.

According to this CSR, Firefox 1.5 (and Firefox 2.0 to a lesser degree) has intermittent problems reading HSBC's new Security Key. I was told that the Microsoft Internet Explorer and Netscape web browsers don't have this problem, and that one of them should be used to access the HSBC web site until the issue is resolved in Firefox. Fortunately, all was well after he reset my Security Key and I logged in to HSBCDirect.com using Internet Explorer 7.

I immediately bit the bullet and upgraded Firefox to version 2.0, and I will continue to hold my nose and use Internet Explorer when accessing the HSBC web site. I encourage all other HSBC customers to do the same to avoid being locked out of their HSBC account.