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HSBC - Their error, time and time again but harrassing me.....
Enfieldian
Posts: 2,893 Forumite
Hi,
I have a managed loan with HSBC. Very straightforward or so I thought.
I make a repayment on the 1st of each month and I can check the balance online alongside my current account.
Recently however I have been receiving calls, approximately 2 to 4 per day from one of their call centres, quite often the auto dialler has not put them through at the other end when I pick up so it just rings off. However when somebody is there I get the usual "security check" and then they launch into a speech about how I am currently in arrears/have missed payments on my account.
This is not the case, all of my payments are up to date, the next is not due until the 1st of May. The amount they say that I am in arrears is always the same as the actual amount remaining to be paid off. This is surely an indication that their system is incorrect as my monthly payment is exactly £200 and the amount they quote is always an odd figure due to the interest.
When they check the payment history I always get a "Sorry sir, it appears that all of the payments are up to date, I will amend the system and it won't happen again..."
Problem is it always does, about 5 times in the last month... So that's about 20 unnecessary calls, that is jsut the ones I actually answer - I have lost count of the number of missed calls, and 5 conversations and I am sure it will happen again.
The time before last the girl agreed to remove my telephone number from the system so I would not get any more calls. I paid in some money on Tuesday and the cashier said they needed a contact number for me. Number went back in database. Calls started again yesterday.
I also received 6 letters from them regarding the arrears, dated over a couple of days, presumably sent while the auto dialler was doing it's work telling me the same incorrect information.
They have also taken money towards these phantom arrears from my account on payday, a Friday, before the payment was due on the 1st, the following week. This was refunded on the Monday and the correct payment was taken on the correct date in the end but I was £150 down for that weekend!
Just had another call today from them and I ended losing it because some oik kept telling me that I had to hold on while he investigated despite me saying that it has happened at least 4 times before! When I suggested he checked the account physically before phoning (Impossible if the system is flagging my account and then autodialing, I know!) He said "Sorry, it doesn't work like that" I said "Well it does for me mate" and hung up.
I am going to look into a formal complaint today, I think they should reduce the outstanding balance in return for my time that has been wasted and the inconvenience.
Anyone else had this sort of problem or is it just me?
I have a managed loan with HSBC. Very straightforward or so I thought.
I make a repayment on the 1st of each month and I can check the balance online alongside my current account.
Recently however I have been receiving calls, approximately 2 to 4 per day from one of their call centres, quite often the auto dialler has not put them through at the other end when I pick up so it just rings off. However when somebody is there I get the usual "security check" and then they launch into a speech about how I am currently in arrears/have missed payments on my account.
This is not the case, all of my payments are up to date, the next is not due until the 1st of May. The amount they say that I am in arrears is always the same as the actual amount remaining to be paid off. This is surely an indication that their system is incorrect as my monthly payment is exactly £200 and the amount they quote is always an odd figure due to the interest.
When they check the payment history I always get a "Sorry sir, it appears that all of the payments are up to date, I will amend the system and it won't happen again..."
Problem is it always does, about 5 times in the last month... So that's about 20 unnecessary calls, that is jsut the ones I actually answer - I have lost count of the number of missed calls, and 5 conversations and I am sure it will happen again.
The time before last the girl agreed to remove my telephone number from the system so I would not get any more calls. I paid in some money on Tuesday and the cashier said they needed a contact number for me. Number went back in database. Calls started again yesterday.
I also received 6 letters from them regarding the arrears, dated over a couple of days, presumably sent while the auto dialler was doing it's work telling me the same incorrect information.
They have also taken money towards these phantom arrears from my account on payday, a Friday, before the payment was due on the 1st, the following week. This was refunded on the Monday and the correct payment was taken on the correct date in the end but I was £150 down for that weekend!
Just had another call today from them and I ended losing it because some oik kept telling me that I had to hold on while he investigated despite me saying that it has happened at least 4 times before! When I suggested he checked the account physically before phoning (Impossible if the system is flagging my account and then autodialing, I know!) He said "Sorry, it doesn't work like that" I said "Well it does for me mate" and hung up.
I am going to look into a formal complaint today, I think they should reduce the outstanding balance in return for my time that has been wasted and the inconvenience.
Anyone else had this sort of problem or is it just me?
0
Comments
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Well, what a surprise.....
Just got home to find another letter, dated the 4th of April, saying that I have not made my monthly repayment, (despite my online statements for this account and my current account showing it going from one to the other on the 1st) am seriously in arrears and may face further action.
Surely this is becoming vexatious now......0 -
Make a formal complaint.0
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Are you paying money to your managed loan by cash over the counter? Or by automated transfer (DD or SO)?Loan-£3600 only 24 months of payments to go!!!
All debt consolodated and cards destroyed!!
As D'Ream would sing 'Things.....can only get better'!!!0 -
Scousebird wrote: »Are you paying money to your managed loan by cash over the counter? Or by automated transfer (DD or SO)?
SO.
It was set upat the same time as the loan was issued and I can't vary it online, unlike any of the others.
I am so fed up with them now. I am going to make a formal complaint but in their fashion, so I will send a letter saying that their letters have been charged at £25 a shot and I expect it to be deducted from my outstanding balance.
If that does not work then I wonder if I can at least charge them for my working time wasted on the phone to them every other day.0 -
Enfieldian wrote: »I am so fed up with them now. I am going to make a formal complaint but in their fashion, so I will send a letter saying that their letters have been charged at £25 a shot and I expect it to be deducted from my outstanding balance.
If that does not work then I wonder if I can at least charge them for my working time wasted on the phone to them every other day.
No, that won't work. Go into the branch (yours might be open tomorrow, check HSBC's website for details) and speak to someone, and if THAT fails, formal complaint, all the way.0 -
I forgot to mention that I tried that (going to a branch) they were absolutely useless, just said that my payments were up to date and they didn't know why I was getting the calls.
Two calls so far today, nice......
Ha,just noticed your signature... Can you help me? (kidding)0 -
Enfieldian wrote: »I forgot to mention that I tried that (going to a branch) they were absolutely useless, just said that my payments were up to date and they didn't know why I was getting the calls.
Two calls so far today, nice......
Ha,just noticed your signature... Can you help me? (kidding)
Then follow the formal complaints process. End every letter with a statement stating you will either take your complaint to the financial ombudsman or take them to court.I'm not cynical I'm realistic
(If a link I give opens pop ups I won't know I don't use windows)0 -
Had my third call for today a little while ago, another silent one.
I have started the letter ready to send it off on Tuesday.
I have asked for some form of recompense in the form of a reduction on the O/S balance for the loan. It must be worth a shot.0 -
Enfieldian wrote: »I am so fed up with them now. I am going to make a formal complaint but in their fashion, so I will send a letter saying that their letters have been charged at £25 a shot and I expect it to be deducted from my outstanding balance.
:rolleyes:
Except that HSBC haven't agreed to any agreement where you can level a charge against them - you have agreed to such terms with them, however.
Your posts make it fairly clear you're not after any appropriate reparations from HSBC, just money grabbing.What would William Shatner do?0 -
Enfieldian wrote: »Had my third call for today a little while ago, another silent one.
I have started the letter ready to send it off on Tuesday.
I have asked for some form of recompense in the form of a reduction on the O/S balance for the loan. It must be worth a shot.
That's reasonable - far more so than your little tariff thing.
Honestly, I'm behind you on this one, from what you've told us HSBC's behaviour is unacceptable.0
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