HSBC So-called 'Customer Service'

angeluk69_2

:mad:
Due to recent difficulties, our curr acc with HSBC was majorly overdrawn (£700) and HSBC were not helping us at all. Everytime we would phone up and ask for the account to be reviewed and put onto a managed overdraft they refused.

November came around and they came up with the idea of combining the current account with an old managed loan and now the balance stands at £1740 Owing. :eek:

The first set of paperwork never arrived, so i had to call CS to request more paperwork after they sent me a threatening lewtter saying that i must pay the due amount immediately.
They did try to blame the post but I am getting other things from them so why not the things that i need??!!!

I signed and sent off the paperwork, the same day that i sent the paperwork back i called them to request that a paying in book and confirmation letter be sent to me by return post so that i can make the payments on the correct date etc.

No such letter arrived

Last week I get a letter saying i have not paid and that the whole balance will become due and that i have been charged £10. :eek:

Monday I get a phone call asking for payment, I got quite angry and told the Advisor that I had not recieved any paying in book and nothing regarding payments yet from the bank so i did not even know that the payment was due. I asked to speak to the manager but he was in a 'meeting', I demanded that he call me back...surprise surprise, no call back.
Monday pm I call up wanting to speak to someone that would talk some sense, i wsa told to call back before 6pm and they could put me through to right dept :mad: Once again The postal service was blamed, but i then told them that last thurday i ordered a paying in book from Barclays and it arrived on Monday morning...Nothing wrong with my local post.

Tuesday I call and haver to go thru 4 people before getting the dept i want, they asked me for money. I told them that I would not have any money until friday, would it be possible to put hold til then and please could they refund me the £10 as this was their mistake not mine. The girl at the end of the phone umms and arrs then says they will have to go thru all the phone calls between me and the bank to make sure i have requested the things i need. :mad:
So 10 mins later she calls me back to apolgise and then gives me the £10 back in my account and I am now in the middle of writing a VERYlong letter of complaint about their customer service and the fact that no one seems to know what is going on. :T

Why when you call these places is it common practice to pass you around every dept until the dept you need has gone home!!!

Sorry I am very angry about the treatment received. Just wondered if anyone had had similar experience?

newfoundglory

Maybe you should consider yourself lucky for getting through to a call centre in the UK?

Sorry, couldn't resist...

dchurch24

That's absolutely disgusting behavour (from them).

It's about time these banks were taken to task.

Sooler

angeluk69 wrote:

Sorry I am very angry about the treatment received. Just wondered if anyone had had similar experience?

oh yes, wouldn't expect anything less from HSBC - biggest bunch of useless whatevers on the high street.

dchurch24

Incidently (and I know I'll probably be flamed for this), did you receive any bank charges making the problem worse?

Fedz

dchurch24 wrote:

Incidently (and I know I'll probably be flamed for this), did you receive any bank charges making the problem worse?

I know where this is heading and it is a very good point. One that could get the OPs overall debt greatly reduced at a time you most need it :j

Caped_Avenger

So, essentially, you're complaining about them asking for you to repay them the £1700+ that you owe them?

Scandalous! :rotfl: :rotfl: :rotfl:

What an outrage, how dare they demand their money back? :rotfl: :rotfl: :rotfl:

Do bear in mind that they make you perfectly aware that they can do this in their Terms & Conditions.

dchurch24 - I'll flame you later, since i don't have the time or patience now. Then i'll flame you again, and again, and again.

Fedz

Caped_Avenger wrote:

Do bear in mind that they make you perfectly aware that they can do this in their Terms & Conditions.

... and we (the consumer) have the Unfair Terms in Consumer Contracts Regulations 1999 to protect the consumer!
It's their for a reason

angeluk69_2

I am not complaining about them asking for the money back, I am complaining about their lack of service when it comes to their costomers and the fact that they do not listen to customers.

dchurch24

Caped_Avenger wrote:

dchurch24 - I'll flame you later, since i don't have the time or patience now. Then i'll flame you again, and again, and again.

I think that says it all. Which bank do you work for again?


How dare someone expect paperwork in the post when promised from a large bank!? How dare they expect to be called back when promised by a large bank!?? How dare someone get angry when charged for not paying when not given the promised means to do so (paying in book). How dare they get angry when the banks own incompetence results in a demand for payment in full? etc...etc...

Asking for the money back is fine - being a deliberate hinderence to the customer to do so, is in my mine a breach of the T&C's that you so very kindly posted.

Caped_Avenger

angeluk69 wrote:

I am not complaining about them asking for the money back, I am complaining about their lack of service when it comes to their costomers and the fact that they do not listen to customers.

In which case, to you i offer my sincere apologies. I got the wrong end of the stick. Good customer service is a dying tradition, and if/when you find it, stick with it.

Fedz wrote:

... and we (the consumer) have the Unfair Terms in Consumer Contracts Regulations 1999 to protect the consumer!
It's their for a reason

Unfair? Asking for their money back? Is that really unfair? I don't think so!

dchurch24 wrote:

I think that says it all. Which bank do you work for again?

Well, that's the point in my making posts, to say it all. To simply say i disagree with your ethic would be the understatement of the century. Please don't sue me for not being on your side. Now, if you can explain to me how who i work for is any of your business, then i might consider telling you.