HSBC Question

johnaspley

PROLIANT wrote: »

I am planning on moving my bank account over to HSBC next year for several reasons, they are migrating their debit card system over to Visa...yay and they have quite a good rep from reading peoples comments on here, I currently bank with Alliance and Leicester but I have read too many horror stories about them and I am now starting to feel uncomfortable, besides they have limited amount of branches and I was told politely where to go from their Newcastle branch when I told them I was a premier direct account holder, so when my credit rating is better and I have 3 years of traceable address history I will go into branch and apply, so any HSBC customers out there with any feed back, the floor is open!

HSBC is the best bank on the high street in my opinion - especially if you are looking for a mortgage or if you travel abroad frequently.

Only downside I've found are their terrible savings rates (apart from the E-ISA).

Cloudane

I went the other way. HSBC to A&L.

HSBC are generally ok and their internet banking is top notch, but three words let it down:
Indian Call Centre.

The Direct Debit on my HSBC loan failed to transfer to the A&L account. But as the "customer service" lot don't know their !!!!!! from their elbows and can barely even understand English, I can't seem to get this point across (I've tried, multiple times). They just say "yiz sir, iz set up yah". Whatever. So I have to sit and wait until it fails and they send me a snotty letter and then I can say "I told you so" and set up the Direct Debit like I've been trying to do for the past week.

It's just that - as is always the case with these call centres - until you have some sort of error and case number on their screen they will think nothing's wrong and don't have the ability to investigate even if they do understand.

A&L might not have the greatest reputation for customer service, but at least they're on this side of the planet so you've got a fighting chance of getting them to understand the situation in the first place - even if their response isn't favourable!

darcyvuqua

i have phoned hsbc a number of times and each and EVERY time i have had a english/british person on the other side so i have never had any trouble over the phone

epsilondraconis

I've been with HSBC for 21 years and have to say that they have always found them to be very good. I think you can tell a lot about a company by how well they resolve problems when they do occur. I've had the odd problem (not always the fault of HSBC) and they've always resolved the problem without fuss.

The Indian call centre is okay - I always tend to use their online banking anyway (which is very good). Rather than phone them, I always use their secure online messaging service when I enquire about anything. I then have a record of what they are advising - not that I've ever needed to quote them. If I send a HSBC a secure message in the morning, I always have a reply by the afternoon.

The only downside to the internet banking is that I appear to be missing all of the tottie that HSBC appear to be employing in their branches (well in Newcastle anyway).

babyharry5 - In answer to your question about the hot male staff, you've got Howard Brown from the Halifax adverts (the guys with the big specs). Enjoy!

Cloudane

darcyvuqua wrote: »

i have phoned hsbc a number of times and each and EVERY time i have had a english/british person on the other side so i have never had any trouble over the phone

You're lucky! What number? I'm using 08457 404 404. I get India every time.

Usually they're one of the better offshore call centres, I'll admit that, but it seems I've managed to find one of those issues that always trips them up.

Just tried again and was told their system is down :rolleyes:

I'll try the messaging, with everywhere else online messaging or email tends to be a black hole, but if they're known to actually respond...

Wouldn't care, but it's me who'd get stung with fines when they try to take payment for the loan and get nowhere.

Idiophreak

I bank with HSBC and have to say I've never dealt with such a bunch of idiots in my life. Their online banking is good, but as soon as you go into a branch they're disorganised, poorly trained, rude and utterly unhelpful...I've never actually come across anyone in real life who says "computer says no" before...but that seems to be all they know...I've given up trying to speak to them on the phone too, can never understand what "george" from mumbai is saying...

Needless to say I'm currently looking at which bank to switch to...

Cloudane

Try First Direct - I think that's where I'll be going after a year unless A&L turn out to be good (haha). From what I've heard you basically get the same great systems as HSBC - if not better - but with first class customer service. No call centres, no robots to talk to etc.

skyrider007

I've been with HSBC for ages and have never switched to other banks simply because I couldn't bother going through the process. Here's my take on HSBC:

Pros
- best online banking ever (view all accounts you hold with them at a glance)
- automated telephone banking is also good
- lots of simplified products (share dealing, savings, loans)
- friendly cashier
- easy to get credit if you've established good history with them
- "okay" receptionists/staff

Cons
- long queue at branch (waiting 55 minutes is usual at HSBC)
- excessive reliance on machines (you're now directed to use the machines to deposit money/cheques, i prefer human cashiers).
- Maestro Debit card system is not so widely accepted (i don't have any problem because i have a MasterCard with them)
- foreign call centre (sometimes UK)

Lokolo

skyrider - well if you used the deposit machines in store then that kind of sorts one of the negatives out.

I didn't like to use them at first but they are so much simpler to use. The only time I go to a cashier nowadays is if one of the machines doesn't accept my note because of highlighter ink or something.

The reason for the machines is to stop the 55minute queue from people such as yourselves who want to see a person to deposit some money which they could easily do through a machine...

skyrider007

Lokolo wrote: »

The reason for the machines is to stop the 55minute queue from people such as yourselves who want to see a person to deposit some money which they could easily do through a machine...

Sorry I didn't make it clear about the long waiting time (that is when you need to sit down with a staff to discuss overdraft extension, open a new account etc). The queue at cashier is usually acceptable with a 10-15 mins wait at the very maximum .

I do use the machines occasionally but I prefer to bank with human. Sometimes I need to pay-in/take-out coins as well (for washing machines at my hall!).

I agree automated systems are great but it seems to me like HSBC is slowly distancing itself from being a "local bank" with personal service to being a global bank trying to raise profit by cutting labour cost. Just my 2¢.