HSBC - Serious complaint about Senior Advisor - ADVICE NEEDED

contraryclairie

Hi,

I'm sort of new to the board so I don't know if this is the right place for this but here it goes anyway....

Today I finished work at lunchtime and as I was walking past an hsbc on my way home i thought sod it let's go in a get those account queries sorted (HSBC have randomly been taking money from my account and I don't know why as I don't believe I've being going over my interest free overdraft limit)

So I go in queue to one of those chaps that directs you and puts you on a list to see people etc....I tell him about the mystery money he says "no problem, take a seat"

An advisor comes over (i found out later today he's a senior advisor) and says "hi madam, come on over and take a seat"

so we start doing all the regular checking I'm who I say I am stuff. I hand over my bank card and he asked to see some ID too. I hand over my driver's licence (the photo was taken when I was 16, I'm 24 now) and I joking say something along the lines of "I look like a young offender in that picture, but it is me really."

I was sitting down opposite and he then looked me up and down LAUGHED and said to me "well...you've gained a little weight since then haven't you?"
the implication in his tone of voice being I'd gained a hell of a lot of weight

I was in total shock so I sat there and completed filing the account query I went in for and said nothing. But then as I processed it I thought what the hell am I doing? So I asked for telephone number and address to make a complaint and told him I was going to complain about him as what he said was inappropriate and offensive. then he smiled at me in this weird smirky way and said "I'm sorry"...it was totally insincere and a big smug? I left and then sat and cried around the corner for a good hour. I am still a complete state.
(Also and *I know* it's not the point, as it doesn't matter what size you are it's still a terrible thing to say, I'm a size 14 which is hardly huge...) but I was just so upset.... I mean, Who says that to someone....?

I phoned HSBC and logged a complaint about two hours ago. I thought I'd finished crying but I burst into tears on the phone (smooth, I know) and they are following it up (also the guy I spoke to was really nice) but I'm just devastated......I've been bursting into tears all day and just feel destroyed....

I know I should be feeling anger but all I feel is tearful and really really upset.

I can't believe anyone would treat another human being let alone a customer like this...

I feel really wronged but I don't know what I expect them to do...should he be disciplined? Should I ask for compensation for hurt feelings?

I don't know...I just feel so awful at the minute, any advice would be appreciated....

Thanks in advance,

Contraryclairie

Sssssss

so it's okay for you to joke but not him, let it go, it;s no bid=g deal.

sarahg1969

I agree. No big deal. Especially if you're not fat.

If you were fat, then it would be offensive. But then, if you were fat, he probably wouldn't have made the joke.

(If someone said that to me, I'd be mortified, because I am fat.)

Should I ask for compensation for hurt feelings?

Are you serious?

I don't know...I just feel so awful at the minute, any advice would be appreciated...

Get over it? It was a joke.

contraryclairie

I am mortified because I'm am fat. In my licence picture I was a size 8 or 10 and he wasn't joking...

rchddap1

Personally I don't think its okay. My partner looks like a thug in his passport. But if I said that to someone I wouldn't expect a comment along the lines of he's aged quite badly hasn't he.

In a customer facing profession they should have known better than to say something that could easily cause offence to someone. It may be a joke, but said to the wrong person can cause not only offence, but serious harm to that person emotionally.

I think you were right for complaining if you felt hurt by it. Particularly if the individual didn't apologise properly (ie, no smirk, no smile etc...). I'd see how things go and if all you get is a proper apology then I'd accept that.

However, if this has badly hurt you then you could consider moving your account somewhere else. Then you won't have to deal with this person again.

Gosia

Hi Contraryclairie

So sorry to hear about your upsetting day.

It sounds like the Advisor was unprofessional but to be honest to make such a big 'song and dance' of this and demand compensation I would say is rather extreme.

I would be very suprised if they were to offer you compensation for this.

But if you feel very strongly about this by all means do go ahead and make a complaint and hopefully you will get a written apology.

Do you think that you might be slightly sensitive about your weight - why not just laugh it off and consider it an experience. If you're happy with your weight and feel good what difference will this stupid man's comments make?

sarahg1969

I don't think it's OK either really (it was perhaps a bit insensitive), but honestly, if a comment like that has you in pieces, then heaven help you if something serious happens.

uktyler

The idea of compensation is to put you into the financial position you were in before the incident.

You have not suffered any financial loss therefore you are not entitled to any compensation.

A strongly worded letter of complaint will see him facing internal disciplinary procedures, surely that's what you are after?

With any luck it will stop him doing it to others.

Other than that vote with your feet and find a new bank.

viktory

contraryclairie wrote: »

Hi,

I'm sort of new to the board so I don't know if this is the right place for this but here it goes anyway....

Today I finished work at lunchtime and as I was walking past an hsbc on my way home i thought sod it let's go in a get those account queries sorted (HSBC have randomly been taking money from my account and I don't know why as I don't believe I've being going over my interest free overdraft limit)

So I go in queue to one of those chaps that directs you and puts you on a list to see people etc....I tell him about the mystery money he says "no problem, take a seat"

An advisor comes over (i found out later today he's a senior advisor) and says "hi madam, come on over and take a seat"

so we start doing all the regular checking I'm who I say I am stuff. I hand over my bank card and he asked to see some ID too. I hand over my driver's licence (the photo was taken when I was 16, I'm 24 now) and I joking say something along the lines of "I look like a young offender in that picture, but it is me really."

I was sitting down opposite and he then looked me up and down LAUGHED and said to me "well...you've gained a little weight since then haven't you?"
the implication in his tone of voice being I'd gained a hell of a lot of weight

I was in total shock so I sat there and completed filing the account query I went in for and said nothing. But then as I processed it I thought what the hell am I doing? So I asked for telephone number and address to make a complaint and told him I was going to complain about him as what he said was inappropriate and offensive. then he smiled at me in this weird smirky way and said "I'm sorry"...it was totally insincere and a big smug? I left and then sat and cried around the corner for a good hour. I am still a complete state.
(Also and *I know* it's not the point, as it doesn't matter what size you are it's still a terrible thing to say, I'm a size 14 which is hardly huge...) but I was just so upset.... I mean, Who says that to someone....?

I phoned HSBC and logged a complaint about two hours ago. I thought I'd finished crying but I burst into tears on the phone (smooth, I know) and they are following it up (also the guy I spoke to was really nice) but I'm just devastated......I've been bursting into tears all day and just feel destroyed....

I know I should be feeling anger but all I feel is tearful and really really upset.

I can't believe anyone would treat another human being let alone a customer like this...

I feel really wronged but I don't know what I expect them to do...should he be disciplined? Should I ask for compensation for hurt feelings?

I don't know...I just feel so awful at the minute, any advice would be appreciated....

Thanks in advance,

Contraryclairie

It was insensitive and certainly a training issue but compensation? Keep bursting into tears? Feel destroyed??? "I can't believe anyone would treat another human being let alone a customer like this..." Gobsmacked at that remark. I would generally reserve a comment like for someone who carries out acts of atrocities.....not make a throwaway comment.

Girl, you need to get a serious grip. Or get your to the Docs to get your depression sorted. If you are overweight and it is making you unhappy then perhaps a diet and some exercise might help (speaking as one who is also fat but dealing with it).

Plasticman

contraryclairie wrote: »

I am mortified because I'm am fat. In my licence picture I was a size 8 or 10 and he wasn't joking...

Well, he may get 0 / 10 for tact, but at least he gets 10 / 10 for honesty

I think you need to chill a bit - he wasn't very sensitive, but you'd be better to call him a knob to his face and get over it than get so upset. Anyway, if he works for HSBC he'll probably be on the dole soon.

xdaisyx

If i was faced with the fact that myself and the majority of my collegues were about to be made redundant, i'd have a field day being "honest" to customers lol