HSBC Current A/C/Equifax Problem

Somerset

How long should I expect it to take to get an acknowledgement from HSBC about a complaint/mistake - not a resolution, just the fact that I have complained.

Briefly, I ordered an equifax report. Hsbc have provided information of a non-existant address. I'm pretty sure it's nothing fraudulent, they've 'mistyped' a postcode letter throwing up a different address, and the 'report' date corresponds to when I opened a current account with them.

I started with the call centre. Eventually I was transferred to someone who seemed to understand. I was told they needed to see the erroneous entry in the equifax report, options either letter & copy of report, or go to branch & explain & they would take copies of anything relevant and pass on. This is reasonable.

Did the branch thing 21/04/11. The girl took a photocopy of the Page 1 addresses section of the equifax report and a copy of the relevant current account statement showing my correct address which was obviously on their system.

There it stops. I've heard nothing (post) from Hsbc. I wasn't expecting a resolution but I did expect them to acknowledge the problem/visit to branch. I haven't written yet (which I think I will next have to do) as there were the two long bank holiday weekends in between. But I still think I should have had something by now, or am I being premature ?

Baldur

Their complaints process, if you raised it as a complaint, indicates that "we will send you a letter to acknowledge your complaint within 5 days of receiving it. This is to reassure you we are investigating your concerns."

anselld

If you get the Equifax report online you can raise an online dispute from the Equifax website. It takes a few weeks to resolve but no need to use frustrating call centres etc.

savagej

The same thing happend to me when I applied for a current account, I ended up emailing the CEO and it still took 5 weeks to fix "while they looked into it". Came back with the exact assertion that an operator miskeyed the address, fixed it and apologised.

Somerset

anselid
I raised the issue with equifax. I seem to recall their automated response said it could take 30 days to respond. But it has been logged with them.

Baldur.
Thank you. I might try ringing one of those numbers tomorrow.

savagej
I was a bit narked but not badly. Just more annoyed now that despite having visited a branch and given them the paperwork, it's disappeared into a black hole. At least I assume it has since we're certainly past the timescale posted by Baldur.