Soooooo cross with HSBC!!!!

MelMcM

I am a HSBC customer, good credit, not queries with getting a mortgage and am so cross!

Nearly 1 month ago I went into my branch of HSBC and tried to pay for a 4.99% 5yr fixed rate (80% LTV). After an hour appointment I was told another app would be made with the branch mortgage advisor to secure my rate.


That appointment was exactly 2 weeks ago and took 2hrs 20 min. She also converted my account to an advance account as I got a discount on the fees for the mortgage (I paid less in account fees than my discount so made financial sense) but I was told I couldn't secure the rate then as I needed to see the results of todays meeting in my full financial review. Another appointment made for today.

On Monday the mortgage advisor rang me old me I was all accepted and gave me the number for the valuer as I hadn't heard from them yet, she told me to call and pay with my card £173. I contacted them and paid, they said they would call me to make an appointment within 3 days.

Today I had my appointment and signed all the paperwork. That took an hour. She then transfered the money from savings for my fees. She told the money would come out my account tomorrow.

I have just received a call from her telling me that the 4.99% was withdrawn on the 10th March so I couldn't have it!

Despite two telephone conversations and a meeting since the 10th! She claims my valuation fee is non refundable (they've not done it yet or made the appointment!) which I have argued. I am also stuck with a credit check I don't need and a current account I pay for!!!!!! As well as a childcare bill for my 3 pointless meetings.

- Where do i stand on getting my money refunded?
- They have offered me 4.69% for 3 years for £399 (80% LTV) I really wanted 5 years but don't know what is out there now.

Does anyone has any advice please? I can't think straight as so mad at their inefficency!

dimbo61

Put a letter of complain into the chief exec of HSBC asking for them to honour the deal you applied for and explain you will leave HSBC as a customer and never deal with them again if this is not sorted.
Ask to speak to the branch manager and put the valuation on hold

Lokolo

dimbo61 wrote: »

Put a letter of complain into the chief exec of HSBC asking for them to honour the deal you applied for and explain you will leave HSBC as a customer and never deal with them again if this is not sorted.
Ask to speak to the branch manager and put the valuation on hold

Or do what normal people do and go through the normal complaints procedure...

http://www.hsbc.co.uk/1/2/personal/contact/how-to-complain/our-complaints-process

Write to

The Senior Manager, Service Quality Team, HSBC Bank plc, Arlington Business Centre, Milshaw Park Lane, Leeds, LS11 0PP

MelMcM

Lokolo wrote: »

Or do what normal people do and go through the normal complaints procedure...

http://www.hsbc.co.uk/1/2/personal/contact/how-to-complain/our-complaints-process

Write to

Definately going to follow the complaints procedure. I can't believe a huge bank could mess someone around so much especially so long after that rate was withdrawn.

stegosaurus_2

Hello!

We were in exactly the same situation with HSBC just a week or so ago as you're in now. We had a first meeting with the advisor there, put all the details through the system, handed over all our bank statements/payslips.... basically did everything except actually confirm the application and pay the booking fee as we wanted to take a couple of days to check a few other things over on the house we are buying. We said that we were worried about the interest rates going up in the meantime and we were assured that we'd be contacted if that was going to happen so we could pay the booking fee and secure the rate.

We went back to the branch a couple of days later and that morning had checked HSBC's website to find the rate we were applying for had gone up. The advisor wasn't particularly apologetic about not getting in touch, but assured us that because our application had already been started and was in the system she could press 'go' and we'd still have the same rate. Luckily it worked!

The advisor we spoke to was happy to process our application to that stage without a detailed review and would have taken our booking fee in the initial meeting if we'd wanted her to so I'm surprised the process you've experienced has been so different.

I would definitely stand up for yourself as you've clearly been led to believe that you could have the 4.99% rate. Maybe speak to the branch mortgages manager? From our experience they seem to be able to use a lot more discretion over things so they may be able to sort this for you?

Good luck!

MelMcM

stegosaurus wrote: »

Hello!

We were in exactly the same situation with HSBC just a week or so ago as you're in now. We had a first meeting with the advisor there, put all the details through the system, handed over all our bank statements/payslips.... basically did everything except actually confirm the application and pay the booking fee as we wanted to take a couple of days to check a few other things over on the house we are buying. We said that we were worried about the interest rates going up in the meantime and we were assured that we'd be contacted if that was going to happen so we could pay the booking fee and secure the rate.

We went back to the branch a couple of days later and that morning had checked HSBC's website to find the rate we were applying for had gone up. The advisor wasn't particularly apologetic about not getting in touch, but assured us that because our application had already been started and was in the system she could press 'go' and we'd still have the same rate. Luckily it worked!

The advisor we spoke to was happy to process our application to that stage without a detailed review and would have taken our booking fee in the initial meeting if we'd wanted her to so I'm surprised the process you've experienced has been so different.

I would definitely stand up for yourself as you've clearly been led to believe that you could have the 4.99% rate. Maybe speak to the branch mortgages manager? From our experience they seem to be able to use a lot more discretion over things so they may be able to sort this for you?

Good luck!

Thank you! I shall ask for the mortgage manager. I have copies of the signed form for the mortgage. It is dated today. So I am confused why their computer today generated the forms and let us sign them.

Thanks for replying. I am glad you got you rate x

TrickyDicky101

Lokolo wrote: »

Or do what normal people do and go through the normal complaints procedure...

http://www.hsbc.co.uk/1/2/personal/contact/how-to-complain/our-complaints-process

Write to

When I was working for a Financial Services company based in Basingstoke response time thru the 'standard' avenue for complaints was 8 weeks (I seem to remember) but for any that went directly to the then CEO it was 4 weeks. CEOs don't like to be bothered. I would copy them in every time to any complaint I made.

MelMcM

I left a message on the branch managers answere phone last night and he returned my call this morning and left a message for me. I popped into the branch after work and he saw me straight away.

The branch manager has personally been on the case and hopes to have a resoution for me tommorow.

They were very apologetic so watch this space!

dimbo61

Good Luck and hope you get it sorted

MelMcM

A phone call today from the manager and we have secured the rate for 5 yrs and had an apology.

Huge hands up. Well done HSBC for proving customer service can still exsist within the greedy banking system.

I am a happy customer again! :j

stegosaurus_2

Congratulations, glad you got there in the end!