HSBC Loan Cashback

dave3553

hi.
i have been paying off a loan with hsbc for the last 5 years and the final repayment went out on the 15th september.
on my loan agreement it clearly states that on the final repayment date i will be credited with 25% of the interest paid which is around £800.
i was going away for the weekend early on the 16th so called the bank to double check that this money would be in my account by close of business on the 15th as i knew if it was money the bank owed me nothing would be straight forward.
it is now the 19th and after several long phone calls and even a visit to my branch i still have not had the money credited to my account and have been told something different by almost every hsbc employee i have spoken to, i have been told it would clear at midnight on the 16th, it could take 5 days to clear, it could 10 days to clear and it could take 30 days to clear and the best one... we have no idea when it will go in as it is an automatic payment and there is no way of telling!!!!
i am furious, not only do i have a signed agreement that clearly states that this money would be credited to my account on the final repayment date, im now having to chase them and waste money and time trying to get what they owe me.
if at any point over the last 5 years i had been even a day late with any of my payments i would have been hit with a laughably large charge.
PLEASE COULD ANYONE ADVISE ME WHETHER THERE IS ANYONE I CAN TAKE THIS MATTER TO AND COMPLAIN. IM SICK OF BANKS DOUBLE STANDARDS, THEY BASICALLY MAKE THE RULES UP AS THEY GO ALONG.
i have a signed agreement and they have basically ignored it and will pay me when they feel like it!!!!!!!!!!!!!!!!!!!!!!!!!!!!