HSBC refund - letter contradicts what they said on phone

neilsj_2

Hi, following the (great) advice on this forum I put in a genuine hardship claim with HSBC. Initially they rejected this on the usual Court case grounds so I wrote again referring to the FSA guidance and included lots of information. On 1 July I was called at home at 1830 by a very helpful chap (Sheffield call centre I believe) and we went through all of the income/outgoing figures. About 10 minutes later he put me on hold then much to my surprise he told me they were prepared to refund ALL the charges (over 6 years) to my account. He explained they would send out an offer letter and once I accepted, the funds would be transferred.

I subsequently received a letter dated 03 July inviting me to contact HSBC to review my debts and see what can be done to help (ironic considering I have spoken to them countless times and been told to basically get lost). The letter also referred to the hardship claim and reiterated what they had said in the first rejection letter (waiting the outcome of the court rulings etc).

Now I am thinking/hoping that the call/letter are actually separate and that the refund decision will stand and I will get an offer in writing in due course.

Is this possible that left hand doesn't know what right hand's doing? Does anyone have any idea how long an offer normally takes to come through?

I am reluctant to respond to the latest letter lest in confuses matters/ruins the goodwill. I was on a roll with HSBC so don't want to lose the momentum.

Thanks for any advice.

Ralphy101

neilsj wrote: »

Hi, following the (great) advice on this forum I put in a genuine hardship claim with HSBC. Initially they rejected this on the usual Court case grounds so I wrote again referring to the FSA guidance and included lots of information. On 1 July I was called at home at 1830 by a very helpful chap (Sheffield call centre I believe) and we went through all of the income/outgoing figures. About 10 minutes later he put me on hold then much to my surprise he told me they were prepared to refund ALL the charges (over 6 years) to my account. He explained they would send out an offer letter and once I accepted, the funds would be transferred.

I subsequently received a letter dated 03 July inviting me to contact HSBC to review my debts and see what can be done to help (ironic considering I have spoken to them countless times and been told to basically get lost). The letter also referred to the hardship claim and reiterated what they had said in the first rejection letter (waiting the outcome of the court rulings etc).

Now I am thinking/hoping that the call/letter are actually separate and that the refund decision will stand and I will get an offer in writing in due course.

Is this possible that left hand doesn't know what right hand's doing? Does anyone have any idea how long an offer normally takes to come through?

I am reluctant to respond to the latest letter lest in confuses matters/ruins the goodwill. I was on a roll with HSBC so don't want to lose the momentum.

Thanks for any advice.

Would call them back, making a complaint.

State to them that as per the previous phone call it was decided that you do fit the critera and that they agreed to refund all the charges.

do you have a date and approx time they spoke to you. Because they record telephone conversations and can pull a copy of the telephone converation.