bank refusing to accept loan payment to clear debt

MummyHol

I'm posting this on behalf of someone else- any advice appreciated...

I had a settlement figure from loan dept at HSBC, so sent off cheque with covering letter giving details of loan account and detailing clearly that i didn't want it paid into any other account with a copy of the settlement figure they sent me origionally. Have since discovered it has been paid into my HSBC current account, which was very slightly into overdraft. Been into branch to complain (lodged formal complaint) over a week ago and no-one has got back to me.
What can i do to get this sorted out? No-one seems able to tell me in branch or on the phone how i can get it transfered to the loan account and they're now saying the settlement figure is different on screen compared to the letter sent by HSBC loan dept. I am worried that they'll start taking the monthly payments out of my current account where the settlement money is sitting, because then i won't be left with enough to pay it off (the DD has been cancelled but i am aware they can still move funds between accounts if 1 becomes in arrears)

Many thanks

MummyHol

Just found out from the family member who asked me to post this that the cheque that she sent to HSBC was from the company who've given them (her and her OH) a consolidation loan so the loan was made payable to the loan account details- not sure if this makes a difference?

MummyHol

any advice please??

or am i posting this in the wrong place??

thanks x

Jesthar

Don't have any specific advice, sorry, but does your family member have another bank account they can move the settlement money to so the bank can't transfer it elsewhere if they choose?

Aside from that, were copies kept of the letter sent originally? I think that would help prove where the money should have gone...

~Jes

MummyHol

Thanks

She's definately kept all the letters and i think she wants to withdraw the money so the bank can't transfer it.

She just having so much trouble getting anyone from HSBC to listen to her (*suprise*suprise*)

MyLastFiver

Tell your relative to go into the account-holding branch, with all the documentation, complaint ref no etc. Ask for one of those little private rooms. Politely refuse to leave until it's sorted.

Don't bother with their call centres and "customer service" centres - no-one there is interested, nor has the training nor the authority to sort this out for you. The only way to get someone to listen is to plonk yourself in their office and sit there 'til they sort it.

MummyHol

She went in on saturday and the staff she spoke to was really annoyed because several complaints have been raised by the branch that haven't been answered by the appropriate dept. She said something about them having to respond to complaints within 4 days or something?

She has told my relative that her and the branch manager are personally looking into it because of the obvious lack of concern from whichever dept it is and have assured my relative that it will be resolved by tomorrow (tuesday). My relative has told them that if it isn't sorted tomorrow she'll be closing all her accounts and leaving HSBC for good (which tbh she intends to do anyway but they don't know that)