HSBC - Top Notch customer service

Graham_Devon

Well, I have been banking with HSBC for 13 years now. I have never changed as didnt want the hassles and they have always pretty much given me what I want. Was looking at changing to get a better interest rate on the money I keep in there for my current account, however....

Recently Sky took £160 from my current account. I have had no end of trouble with Sky and 2 months down the line, still are not accepting responsibility even though they will accept that they took the money.

So, after speaking to Sky (never ever try and get any sense out of sky, worthless, had to go to Mr Murdoch in the end to try and get anything sorted) I decided to file an unauthorised debit with HSBC.

HSBC, from the very first phone call were absolutely spot on. They told me what would happen, in the timescale it would happen, stopped my debit card in that phone call and got a new one out to me within 2 working days. Told me it would take up to 28 days.

They then followed that phone call up with a letter stating what they would be doing and why they required a signature. They took my signature to authorise the investigation, 2 days later, police rang me (not a beat copper obviously, fraud team) and police stated that they will now push sky.

2 weeks later, further follow up letter from HSBC saying what they had done and where the investigation was, including a thankyou for getting back to them so quickly.

3 weeks later a letter to state that the money will be credited to my account on so and so date. Had a look on the date, as they stated, credited. Then 2 days later another letter confirming that the money was now in my account and cleared.

Sky on the other hand are still saying it's not their problem. Police rang me back to say that sky took an unauthorised amount from my account and they will help should I wish to take it further, as it is infact fraud.

So, just wanted to say that HSBC have been absolutely stunning and customer service when I had a problem was top notch. I don't have a premier account with them either. I've now got so much confidence in them that I will stick with them and stick with their low interest rate. (0.01% or something!!) for my current account.

So, if your thinking of switching to someone else, think again. Maybe a poor interest rate, bt seriously, I'd feeel very very comfortable if I had a problem with my account again. :T

peter999

Graham_Devon wrote:

They took my signature to authorise the investigation, 2 days later, police rang me (not a beat copper obviously, fraud team) and police stated that they will now push sky.

I'm surprised Police became involved in dispute regarding disputed debit.
Is this normal, as I would have thought it was bank's responsibility to resolve.

peter999

Graham_Devon

Well Sky were not willing to co-operate, so might have been something to do with that.

topher_2

I'm glad HSBC were helpful - I've had no end of problems with them. I've moved banks and am pleased I did so. HSBC Customer service seems to vary depending upo who you're dealing with - the 3 branches in my area are all awful. Most recently I was told that it wasn't possible to close a standard Mini Cash ISA - had to ask for the manager to get it closed - it didn't even have any money left in it!

RayWolfe

Delighted to hear how good HSBC have been.
I must say that, whilst I don't bank with them, I look after the money of my aged M-in-L through a P-of-A and use them for that. They are magnificent. Local branch couldn't be more helpful and even the call centre in India have done the business whenever asked.
So credit where it's due. Too often here we are moaning about bad service and never hear the good.

Scar_3

topher wrote:

I'm glad HSBC were helpful - I've had no end of problems with them.

I agree with that. I've had a few problems with them and have gotten no-where. I am looking at changing banks at the moment and not because of the interest rate - however I admit that is a SLIGHT insentive.