HSBC - impossibly awful to deal with

Fella

I have the misfortune to have a business current account with HSBC. In recent years their CS has gone so far downhill as to be beyond a joke.

To use today as just one example, I need to speak the girl in their Business Banking section about something. I can't call her though, oh no. HSBC won't allow that. It is now impossible to call the branch direct - I HAVE to call their call center in India first & then ask to be put through to her.

So far I've called the Call Centre, entered my Sort code, Account number, date of birth & security number, all of which has managed to get me to the point where I'm now on hold. For 20 minutes & counting so far.

What kind of JOKE customer service is this? There's just no excuse for this crap, especially from a company that makes billions a year.

I've decided that when I finally do get through I'm going to close the account. Any suggestions of banks with good CS?

regards
Fella

Idiophreak

HSBC have the most pathetic CS I've ever come across, rest assured you're not suffering alone.

kay41_2

I agree - we have them as a business account and they are rubbish - my blood pressure rises dramatcially when I get through to the Indian call centre and I'm no Jade Goody - I use them to do over the phone transactions and some of the things that come up on my bank statement make me howl! We have now opened another account and will retire this one in due course...

Madiba_2

I have their Premier account, so I dont have these problems any more.

You get a number which takes you through to their UK call centres.

Fella

I've been using their Business Internet Banking for a few years. Recently, they changed their security measures from a digital certificate to an actual hard token. Only problem is, they didn't send us the token. They DID, however, remove the "old" access method we'd been using for several years.

When I rang to speak to the Business Internet Banking section to try & get it resolved, they had to "take me through some security questions". Here's what they asked me, no exaggeration:

My Sort code
My A/C no
My Name
My Address
My Postcode
The number off of my ServiceCard
The expiry date of my ServiceCard
My secret place
My secret word
The Xth character from my secret number....

At that point I enquired whether they simply intended to ask me questions indefinitely until I got one wrong.

Now, the "secret number" was setup for Telephone banking (not Internet banking) & we never wanted Telephone banking & in fact only ever had it setup because 7 years ago (when we set this up) you HAD to have Telephone banking if you wanted Internet banking. So unsurprisingly, I couldn't tell them the telephone banking security number. Of course, despite the fact that I'd answered the previous nine questions correctly, this meant I had to visit the branch in person to resolve the matter (which took hours I might add, not least because even the branch staff THEMSELVES have to ring the Indian Call centre to get anything done & they also get put on hold for eternity....)

You may think "well, at least HSBC take security seriously". Hmmmmm. A couple of years ago I was called by HSBC who informed me most shamefacedly that some random guy had just walked into one of their North London branches, requested a full printout of all his account info - & they'd given him ours instead (his company name was similar to ours). They offered us a paltry £175 compensation on the condition that we signed a letter absolving them of any blame for any losses that we incurred due to their security breach! We did not accept....

Should have left them then. You live & learn.


regards
Fella

techno_geek

Madiba wrote:

I have their Premier account, so I dont have these problems any more. You get a number which takes you through to their UK call centres.

Any chance you could share this magic number with us?

sgx.saint

Try using:-

http://www.saynoto0870.com

Search for HSBC and you probably will be able to find a number direct to a UK Call Centre, or at least find a cheaper method of contacting them i.e. geographical compared to NRG rates.

comptonacres

I couldn't agree more about the appalling cs from HSBC. I have their current account and will relate a tale about my ongoing battle with HSBC at Cross Rds branch Golders Green in London North West.

I'll do this tomorrow early am after work as I do not have the time now. It may be of interest to other unfortunate customers of HSBC!!!

warmest wishes,
comptonacres.

Phoenix79_2

Par for the course with overseas call centres i'm afraid. They are all woeful.

Moonbeam

HBOS have just released phone numbers for all their branches and are working harder to improve customer service in this area....not saying they are foolproof, but if you are looking around it may be worth contacting them.

CheeseOnToast

I don't mind speaking to the Indian call centre people I don't see what the problem everyone has is.