Rude HSBC Credit Card Call Centre Staff threatened me

skyrider007

Yesterday I had to call HSBC to request a chargeback investigation on something I ordered on the Internet that never arrived. I was put on hold for 20 minutes then transferred to another lady whom I've been told is responsible for this type of request. My issue was solved in 5 minutes, however just before I was going to hang up the lady was pushing hard sale on me towards agreeing to pay £25 for Card Guard Protection Plan. I've politely told her I'm not interested but she kept going on about how HSBC would not be responsible should there be fraudulent activities on my credit card account in the future. She even insisted that I have high risk of having all of my accounts held with HSBC closed and that I won't be able to re-open them unless I take out the Card Guard Protection Plan. Even worse, she told me if I do not have this card insurance thing, there will be more fraudulent transactions on my account. I knew this is !!!!!!!! and so I argued with her which led the telephone conversation to become very stressful.

I know I should have hung up the phone on her. Anyway I have been with HSBC for over ten years and this sort of behaviour from their staff and their threatening marketing technique have caused me to think twice about whether I should remain with the bank. I have written a complaint to them but don't expect to see anything to do be done. They probably will just send me a standard letter template.

So next time you guys call HSBC credit card centre, if they offered to sell you the card insurance thing and you don't want it just say no and hang up. Don't let them threaten you.

naijapower

Thanks for the advise but i reckon you should push your complaint very hard. Her behaviour is most unacceptable

nzseries1

skyrider007 wrote: »

She even insisted that I have high risk of having all of my accounts held with HSBC closed and that I won't be able to re-open them unless I take out the Card Guard Protection Plan.

Correct me if I'm wrong, but I thought this was illegal. In particular, offering a product but only if the customer takes out insurance as well is illegal.

If not illegal... it's unacceptable in my opinion!

skyrider007

naijapower wrote: »

Thanks for the advise but i reckon you should push your complaint very hard. Her behaviour is most unacceptable

nzseries1 wrote: »

Correct me if I'm wrong, but I thought this was illegal. In particular, offering a product but only if the customer takes out insurance as well is illegal.

If not illegal... it's unacceptable in my opinion!

I agree.....

I've just heard back from the complaint team and here's what they have to say:

Dear Mr

Thank you for your recent e-message.

We are looking into the matters raised and will contact you with a full response as soon as we have completed our investigations.

Your reference is XXXXXXXXXXX

Our complaint handling procedures can be viewed by logging on to http://www.hsbc.co.uk and Contact Us, then How to Complain which sets out the relevant details for you.

Once again, thank you for taking the time to contact us. I am only sorry it has been necessary for you to do so.

Yours sincerely,


Naomi Senior
Senior Service Quality Officer
Service Quality Team
HSBC Bank plc
**********************************************************
Registered in England and Wales.
Registered office: 8, Canada Square, London, England, E14 5HQ.
For Company Register Number click here: http://www.hsbc.co.uk/1/2/registrationnumbers.
Authorised and regulated by the Financial Services Authority.
**********************************************************

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hmmmm...