Relentless HSBC harrassment for loan

Dollywood

Hi All,

Wondering if anyone has any advice on this...

I've got a 5 year loan with HSBC which I took out 2 years ago. I have a direct debit set up with them each month so that I cannot miss a payment. However, for the last 6 months I have been getting at least 2 calls a month from the Collections Department regarding "owed monies". I was out of work last year for a couple of months due to redundancy and asked HSBC if there was any way that I could not make a payment one month. I was told that because I didn't have payment protection, that wasn't possible, however, they could halve my loan repayment for the next month, which I would then payback over 4 months, on top of the usual amount that I paid back each month.

For some reason or other though, I have been getting relentless calls from them saying that I owe them money, even though the money that they claim they owe me has already been paid to them on time as per our agreement. At first, they had cancelled my original direct debit so were only taking the lesser additional amount each month to make up for the halved payment I had made earlier. This was their mistake as they'd cancelled my original direct debit. After speaking to them on numerous occasions (and being assured that this would not happen again...yeah right!) and going into my local branch, everything was set up clearly...or so I thought. Last month I checked my account to find that not only had they taken the original loan and the additional repayment on time (I thought it was too good to be true), but they had also taken an extra additional payment from a different account about a week later. I asked them to refund this immediately as it was an unauthorised payment, which eventually they did. I was told this would not happen again, yet 2 days ago I received a call from the Collections Department again to say I owed them money. Impossible as the money had already been debited from my account. After about 25 minutes on the phone to them I was assured wholeheartedly that this would not happen again and I would receive no further calls from them. Yet 48 hours later I receive the exact same call from them!

Do they just employ complete idiots who don't know how to use a computer system!?!? I have now been assured that my name has been removed from the collections file and I will receive no further calls. I don't believe him and am almost positive that I will receive another call soon.

I am making a complaint to them about this but also want to know who to take this further with. Is there an OFT for banks or some kind of regulator for their actions? The only things I seem to be able to find on them are regulators for reclaiming unfair bank charges.

Any help is much appreciated!

cally6008

Firstly, if it happens again, send them a Telephone Harrassment letter and tell them that ALL further correspondence MUST be in writing. That way you have a written record of what HSBC are saying etc.

TEDDYRUKSPIN

Yep. Seen this happen countless of times throughout the banking system. You are right. Some of them do employ idiots. The problem you have entailed is mainly due to you not been directed to the right department. No matter what financial institution you have your money in, they must put down information on the system for reference. It is then up to the other individual to use their initiative and read this information. Obviously they did not.
Unfortunately, the collections department should be the only people you talk to. They are a completely different department and are in another world. LOL.

Anyway, just write a letter of every event that has taking place. Try and remember the dates and time. The person you talked to doesnt matter as the system has a log. Be straight and be loud! Tell them the trouble you had and also them taking money out of your account with out permission.
I would also write down on the letter what you want back. You can even ask for compensation. They must reply back within seven days. They will!!!!

Never back down.

Dollywood

Thanks for the replies and the advice. I just get so frustrated with having to deal with them and have been reduced to tears a couple of times due to the stress of them telling me I owe them money when I don't! Even when I've spoken to the Collections Dept. they tell me the same old crap that it won't happen again and just basically bullsh*t me and don't seem to really be bothered at all.

Is there a Telephone Harrassment letter template on a website that I can use?

TEDDYRUKSPIN

No such thing of a template. What I always tell people to do is just write or type up a letter. Just write it as YOU would say it! Put the emotion in it without any swear words! Trust me! You won't go wrong!

PS. Second tip for you. Ask them to remove you off the marketing preference on the system. Tell them you are on the telephone preference service. They will no longer contact you by phone and only in writing!

cally6008

Yes there is a Telephone Harrassment template

[FONT=&quot]Dear Sir/Madam[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Harassment By Telephone[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Account number[/FONT][FONT=&quot]: xxxx[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]I am writing in relation to the quantity and frequency of telephone calls and voice texts that I have received from your company, which I deem to be personally harassing. [/FONT]
[FONT=&quot]I have verbally requested that these stop, but I am still receiving calls. [/FONT]
[FONT=&quot]I now require all further correspondence from your company to be made in writing only. [/FONT]
[FONT=&quot]I am of the view that your continued harassment of me by telephone puts you in breach of Section 40 of the Administration of Justice Act 1970, and the Protection from Harassment Act 1997. [/FONT]
[FONT=&quot]If you continue to harass me by telephone, you will also be in breach of the Communications Act (2003) s.127 and I will report you to OFCOM, Trading Standards and The Office of Fair Trading, meaning that you will be liable to a substantial fine. [/FONT]
[FONT=&quot]Be advised that any further telephone calls from your company will be recorded. [/FONT]
[FONT=&quot]
Yours faithfully, [/FONT]
TYPE YOUR NAME

miller4

HI I have also received a call this evening from an American lady calling from USA!!!! keeping me on the phone for almost 10 mins over a £200 outstanding amount on a personal loan I have with HSBC, I explained I am making my monthly payments and cannot make any extra at the moment and if they would repay the £2000 i am owed in unfair bank charges they could have the £200 from that, it was very distressing as my partner is not aware of this loan and it could cause extreme upset within our family. I immediatley got on the phone to bt and have paid to have annoyomous callers barred and also known numbers I do not want. this is going to cost me extra on my bill but I am so insensed by the nature of the call and how they keep you on the phone and will not end the call after giving them an explanation....

I will also write a letter as you have advised

It is so upsetting she said they could sweep our account and why have we got so much oney in the accounts. I explained my oh salary has gone in and we still have 29 days of the month to go and all our bills to pay, if she looked at the other months she would see there is never enough to go around and by the end of the month we go overdrawn and pay charges on that so they win every time....

cally6008

miller4 - if they phone again, you DO have the right to just hang up on them (or if you want to be really evil, just put the phone to one side and walk away from it or play loud music to it etc etc, anything to make them waste their money)

I would possibly consider opening an account with a different bank (if possible) and get your OH money paid into it so that the HSBC can't touch it and take the money themselves to pay the loan off with. I know you've said that your OH doesnt know about the loan but have you thought about telling him ? It would be a weight off your mind and a bit less worry for you (sorry dont know your circumstances).

miller4

Hello cally6008
Further to my message above do you think I can stop the callls with a letter and have I done the correct thing by clling BT?

miller4

HI Thanks 6008 sorry I am not used to this sort of thing yet,
I have thoght of telling o/h but not up to it yet as so many other things in my head at the moment.. must admit when this call came tonight I just felt so low not knowing what to do and the fear they will call again, I am quite distressed and very low. o/h out at the moment, we have a great deal of debt right now and just thought I had gotten to a good place with organising it all and now this... horrible to be so jumpy when the phone rings feel like pulling it out of the wall

cally6008

We had a company called Credit Solutions Ltd ringing us at least 2 or 3 times a day for at least a month. We don't owe them a thing though. I sent them the above letter on 5 march and not a phone call received since.