Problems with HSBC

stuart264

HSBC Wont esculate the complaint unless I supply them with the exact time and caller ID used when I was called, they told me this 3 weeks later and my phone only stores the last 20 numbers.

They also deny that their debt recovery team is playing games with the caller ID and their defence is that neither the disabilities group or my branch (faxed both) put my inability to speak on the customer notes.

I spoke to the Office of Fair Trading, they considered HSBC's actions a criminal offence under the Administration of Justice Act 1970 and also told me it would be virtually impossible to get the police to take action against HSBC.

bargainbetty

I would write to them once more, reiterating all the relevant dates/details, and tell them that until you are healthly enough to return to full-time work, this is the absolute maximum that you can pay.

Comment that your health is still not of the best, and that you find their threats to take you to court are intimidating and causing you immense stress at a time when you should be recuperating. Tell them you fully comprehend their threat of court action, but since you have no means to make the requested payment, you have no alternative but to let them take their course of action. HOWEVER, in the meantime, you will consider any further demands for unreasonable payment to be harrassment.

Once you state your health situation and claim harrassment, they will have to think very carefully about chasing you anymore. A judge could well decide that £1 per month is acceptable considering the way they have bullied you, (as long as you put it in writing) so it might encourage them to rethink the offer.

HSBC -the world's local bank? My a*se.

Hope it works out for you xx

homersimpson_3

HSBC Wont esculate the complaint unless I supply them with the exact time and caller ID used when I was called, they told me this 3 weeks later and my phone only stores the last 20 numbers.

have you contacted your phone co for required information? if not why not? can you supply phone co with approx time/date of call etc to narrow search? they record calls - have they recorded it? ask for transcript of call (i.e. typed statement of what everyone said)

They also deny that their debt recovery team is playing games with the caller ID and their defence is that neither the disabilities group or my branch (faxed both) put my inability to speak on the customer notes.

That's their problem not yours. You cannot/should be held responsible for the inefficiency of their disabilities group/branch etc to update your customer notes. If you faxed it to them have you got confirmation of fax- did your fax print confirmation it was sent ok? if not why not? Ask them for copy of records they hold on you- paper and computer- under Data Protection Act just to see what if anything was done.

I spoke to the Office of Fair Trading, they considered HSBC's actions a criminal offence under the Administration of Justice Act 1970 and also told me it would be virtually impossible to get the police to take action against HSBC

did you report it to police- if not why not? even if police do not (ask why)do anything any court will not look favourably at all on this sort of behaviour.

stuart264

have you contacted your phone co for required information? if not why not? can you supply phone co with approx time/date of call etc to narrow search? they record calls - have they recorded it? ask for transcript of call (i.e. typed statement of what everyone said

Yes there is no call logging on this phone line apart from my phone handset. This is for some complex reasons surrounding an error that BT's technical centre in India made 2 months ago where after I reported loose phone lines outside my window they diverted a whole host of faulty phonelines in Kent and Norfolk to my landline :roll: ....was annoyed at the time but they gave me a £50 credit which paid the phone bill for that quarter.


That's their problem not yours. You cannot/should be held responsible for the inefficiency of their disabilities group/branch etc to update your customer notes. If you faxed it to them have you got confirmation of fax- did your fax print confirmation it was sent ok? if not why not? Ask them for copy of records they hold on you- paper and computer- under Data Protection Act just to see what if anything was done.

Already done.....Section 8 Request has been submitted but its still within the 40 days response period.

did you report it to police- if not why not? even if police do not (ask why)do anything any court will not look favourably at all on this sort of behaviour.

Yes I reported it in writing to West Sussex police after speaking to the Office of Fair Trading, West Sussex police declined to investigate / intervene

I have done everything fair honest and decent on this, HSBC seem to me to be listening to everything I say, ignoring it and being complete sods.

I am going to draft another complaint over this but its going to take a while because the complaints department is in Leeds that you have to fax an office at London's Canary Wharf and then its passed onto Edinburgh.

At least its better than phoning them and having to go through everything with someone in Malaysia who's brains promptly disengage when they dont have a scripted response.

lynzpower

If the complaints dept in leeds and it has to be passed from pillar to post, then its hardly your fault that they choose to structure thier offices in this way.

Is there a time scale on how long complaints take to be resoved? Shouod, be on thier website?

clutton_2

how about getting your MP involved ? or Watchdog ? I suspect Nikki Campbell would love to help you here.

homersimpson_3

how about getting your MP involved ? or Watchdog ? I suspect Nikki Campbell would love to help you here.

i would wait until paperwork under Data Protection Act comes through- see what they have on you because they will seek to defend it- bad publicity.
can you write to Chief executive directly and Financial Ombudsman?

stuart264

Well I have been trying to sort this, yesterday I tried to speak to the complaints department in Edinburgh who wanted everything in writing despite having already had everything in writing

In disgust I went looking online for a phone number for their head office that bypassed their call centre, after finding one and talking to their customer services department I was called back by a nice enough chap who told me that I was correct I had done everything right and had been treated abysmally by HSBC.

He didnt have the authority to sort anything but is going to pass on my complaint to a much more senior manager to try and resolve things.

I did also speak to the Financial Ombudsman about this only problem is thanks to the sheer weight of complaints they have recieved about Endowments they have a 4-6 month backlog to look at complaints, I would like to sort it out before that point.