HSBC (merged)

sanfardo

Somebody on Customer Service at HSBC has just spelt out to me what their process for dealing with charges claims is. I’m a bog standard current account customer no longer banking regularly with HSBC but paying off a loan with them, my behaviour score is 11 (appalling), so if they deal with mine like this you can expect the same. There’s such a lot of hysterical nonsense written on here by anxious folk- CALM DOWN, its just a bit of money you’re claiming back!
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You can send a letter asking for 6 years worth of statements with your £10 statutory fee, but there’s no need. It will be acted on eventually, probably just inside 40 days, but why wait? Where I work, a single Data Protection request takes up a huge amount of time and manpower. HSBC may stink, but they’ve only got so many people running around trying to process all these identical requests.
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MAKE IT EASY FOR THEM AND THEY’LL MAKE IT EASY FOR YOU.
All this grief on this thread is where you don’t follow their process. They’ve got a process in place- they’re not out to shirk it- things get mislaid, that’s all. Think of where YOU work.
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They can’t advertise this process if you don’t ask them directly, since that’s inviting you to apply for a refund which is bad policy for anyone. See?
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1) Ring 08457 404404, their standard enquiry line, and ask for all your relevant statements to be sent out to you. Say its to do with charges. Its as simple as that! They don’t charge, so don’t send money.
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OR if you have access to all your last 6 years on internet banking, get your charges info off there- don’t request statements from HSBC, just send in your claim straightaway as below. This saves up to 2 weeks of the process.
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2) Then when you get your statements (you will get them in batches- give them a week or two before following up):
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-highlight all the charges (not the interest), and don’t bother adding interest on top- you’ll have to go to court to get that back.
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3) Knock up a table summarising these charges and your total claim, attach a covering note and send the whole lot either by post (slower response) to:
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'HSBC, Service Quality Team, <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:address><st1:Street>PO Box 205</st1:Street>, <st1:City>Leeds</st1:City>, <st1:PostalCode>LS11 1BJ</st1:PostalCode></st1:address>'<o:p></o:p>
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or (for a faster response) send the table and note only by email to:<o:p></o:p>
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[EMAIL="CUSTOMERRELATIONS&#64;hsbc.com"]CUSTOMERRELATIONS@hsbc.com[/EMAIL]<o:p></o:p>
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4) They then AIM TO REPLY WITHIN 6-8 WEEKS. They may reply sooner, if they haven’t replied in that time follow it up.<o:p></o:p>
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They offer either a full refund, a partial refund or nothing. A PARTIAL REFUND OF MOST OF YOUR CHARGES IS THE MOST LIKELY OUTCOME. For most people, the money is a bonus, so to save squeezing every last drop out of them and all the hassle that goes with it just accept it. If you want to ‘fight’ the bank, good luck to you.
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5) You receive your money a week or two thererafter (I haven’t got to this stage yet, but its almost sorted now.)<o:p></o:p>
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Job done in 10 weeks, maximum (assuming nothing is lost). But that is the FASTEST way to get your money back. Deal with them as human beings, and guess what- you’ll be treated as a human being too.

jordan0304

Sanfardo is spot on guys. If you are not bothered with the interest, then giving them the 6-8 really does work.

What i suggest is ask for the full amount including interest, and in most cases they will offer you the full amount of charges minus the interest. So you get what you really want, quickly and without much negotiation.

Again, Good Luck people

Nice post Sanfardo, but it ALMOST sounds like YOUR the one be bombarded with these claims!!;) Are you sure you aren't a stressed out, power to the people, customer service personnel representative of the marvelous organisation that we know and love as HSBC!! I mean no offence..

Buzz_Lightale

sanfardo wrote: »

....Somebody on Customer Service at HSBC has just spelt out to me what their process for dealing with charges claims is......There’s such a lot of hysterical nonsense written on here by anxious folk- CALM DOWN, its just a bit of money you’re claiming back!........Deal with them as human beings, and guess what- you’ll be treated as a human being too.

That is the single best message I've read since I started all this, and boy do I wish I'd just been patient and never started the MCOL thing. I'd like to thank Sanfardo wholeheartedly for these simple words of wisdom, and advise all of you to read through the original message.

There are a few of us on here at the moment who are becoming all too consumed with our claims. My own advice is now revised to "..follow Sanfardo's advice..". Don't make it a crusade as it'll only eat into you. Make your claim and wait. If you're happy with their offer, bite the hand off at the shoulder and then laugh all the way to.......well, to the bank !

Follow my route and you'll double if not tripple the time taken, and you'll also become uneccesarily bitter and twisted in the process ;-)

Good luck to all. I'll still keep you posted as to whether I hear anything at all from Cardiff County Court though. I've been silly enough to get this far, so I may as well see if I can go the whole hog, but remember, YOU don't need to.

Hats off to Sanfardo I say....after all patience IS a virtue.

tracepppp

I must be the only one who hasn't had offer then!! Patiently waited the 8 wks (and more!!) to find out they,re offering me Sweet Fanny Adams! I really hope you all get your offers!
Trace x

desperate_lou

Hi traceppp

I agree with you, was a bit upset by the part saying what we put is hystrical nonsence. We only feel this way as a number of people have been lied to.

We would love to put our faith in the bank but when we hear they have lied about letters and offers being made, then waited days/ weeks and then finally saying actually no letter has been sent.

We get abit hysterical.

No offence meant

tracepppp

desperate_lou wrote: »

Hi traceppp

I agree with you, was a bit upset by the part saying what we put is hystrical nonsence. We only feel this way as a number of people have been lied to.

We would love to put our faith in the bank but when we hear they have lied about letters and offers being made, then waited days/ weeks and then finally saying actually no letter has been sent.

We get abit hysterical.

No offence meant

Lou
Nuff said! Yes, I agree, hysterically I'm full of nonsence!:D However, think I'm entitled after patiently, as u know, waiting 9 weeks for my charges of £9922, to be told er no, go away you hysterical woman!!
However, I think I'm in the minority on the rejection, HSBC have paid out to plenty, so don't be discouraged by my tale. They've received my complaint at the FOS, so hopefully they won't tell me to go away either! They probably will, but - I will fight the good fight and go to Court.
When's your 8 wks up?
Trace :j

tracepppp

Just like to add aswell that when phoning Customer Services at HSBC I was very polite and calm and never once shouted and stamped my feet or acted "hysterically" actually - I wouldn't as I'm a manager at a company who has to deal with customer & complaints on a daily basis & know how to be completely professional, which was the manner I applied to the Call Centre.

desperate_lou

hi trace

good girl keep going,

Maybe he hadn t read back on how you had been told several times that an offer was in the post and kept you waiting for days, no letter received, so they sent another one out, still you didin t hear, then much later on they say no actual offer has been sent !!!!!!

After what you ve been put through you deserve to hysterical.

I have always been polite to the staff and know its not their fault, i think the majority of us have been so also.

Anyway i ve got about 1 1/2 weeks left so i shall wait patiently like a good little girl and stop all hysterical talk lol.

lou x

good luck trace x

tracepppp

Sanfardo - By the way - it's not "Just a bit of money" I'm claiming - I've been robbed of nearly £10K of MY money - no a "bit" for me mate!! & I'm completely calm!

desperate_lou

Calm down you hysterical woman (lol)