Hsbc ineptitude!

[Deleted User]

Well, 4 weeks after sending off my acceptance letter for the £20K redress I've still not received anything.
The Post Office Tracker says the letter was received on the 17th April 2012.
I've rung their Regulated Sales Complaint Team on 023 8072 3004 on a regular basis to be greeted by a recorded message stating that the money will be paid within 4 weeks of receipt. The call is then cut off after it rings 10 times. It doesn't matter what time of the day or night the call is made.

Today, being the beginning of the fourth week, I rang HSBC's "Service Quality Team" on 0800 881 155 and finally spoke to a living being who advised that the letter is not logged and so hasn't been received! I'm now told that a new letter of acceptance will be sent out and I'll now have to wait a further four weeks for the money to reach my account.

I'm told that the mistake on my part was to send the letter by recorded mail!!!!:mad:


So others be warned, I guess.

amersall

Moneyineptitude wrote: »

Well, 4 weeks after sending off my acceptance letter for the £20K redress I've still not received anything.
The Post Office Tracker says the letter was received on the 17th April 2012.
I've rung their Regulated Sales Complaint Team on 023 8072 3004 on a regular basis to be greeted by a recorded message stating that the money will be paid within 4 weeks of receipt. The call is then cut off after it rings 10 times. It doesn't matter what time of the day or night the call is made.

Today, being the beginning of the fourth week, I rang HSBC's "Service Quality Team" on 0800 881 155 and finally spoke to a living being who advised that the letter is not logged and so hasn't been received! I'm now told that a new letter of acceptance will be sent out and I'll now have to wait a further four weeks for the money to reach my account.

I'm told that the mistake on my part was to send the letter by recorded mail!!!!:mad:


So others be warned, I guess.

:mad::mad::mad: What a !!!! up hopefully you won't wait the 4 weeks this time.
The acceptance you sent will be in the HSBC system, just has not hit the right department yet.

di3004

How maddening!:mad:

Have you also emailed the director/CEO about this?

[EMAIL="chiefexecutivehsbcbank@hsbc.com"]chiefexecutivehsbcbank@hsbc.com[/EMAIL]

[Deleted User]

di3004 wrote: »

How maddening!:mad:

Have you also emailed the director/CEO about this?

[EMAIL="chiefexecutivehsbcbank@hsbc.com"]chiefexecutivehsbcbank@hsbc.com[/EMAIL]

Does this actually work? I've been informed that these are fabricated addresses that simply go to the complaints office?

[Deleted User]

amersall wrote: »

:mad::mad::mad: What a !!!! up hopefully you won't wait the 4 weeks this time.
The acceptance you sent will be in the HSBC system, just has not hit the right department yet.

I've today sat for TWO HOURS in the city's main branch of HSBC while somebody I can only describe as the "office junior" dealt with my acceptance letter.

Hilariously, I watched him ring the telephone number of the Regulated Sales Complaints Team only to meet with the same response as I've got ever since I was made aware of their "'phone number" -a recorded message, ten rings and cut off.:mad:

He then asked me (???:eek:) what number I thought he should ring, I replied the Quality Assurance Team. He then said they don't normally deal with PPI in branch and could I provide him with that number?!!

I provided the number for him and then he ASKED ME to speak to the operator!!!
Eventually, I was instructed to hand the 'phone to Junior who was then seen to jot down instructions from Quality Assurance.
I then heard him say (to my dismay)"Should I give the customer back the signed acceptance letter?" to which I said under no circumstances should he do this as the Bank will then have no signed instruction to proceed!

To compound matters, he then said he had to wait for a manager to become available and I sat there for a further half an hour before he re-appeared with a copy of my acceptance. "This doesn't prove anything" I said, "Where's the fax confirmation?"
"Oh, I haven't done it yet, Can you come back in half an hour if you want that?"he replied.

Printed words can't describe my current state of mind.

dolphingazer

Moneyineptitude wrote: »

I've today sat for TWO HOURS in the city's main branch of HSBC while somebody I can only describe as the "office junior" dealt with my acceptance letter.

Hilariously, I watched him ring the telephone number of the Regulated Sales Complaints Team only to meet with the same response as I've got ever since I was made aware of their "'phone number" -a recorded message, ten rings and cut off.:mad:

He then asked me (???:eek:) what number I thought he should ring, I replied the Quality Assurance Team. He then said they don't normally deal with PPI in branch and could I provide him with that number?!!

I provided the number for him and then he ASKED ME to speak to the operator!!!
Eventually, I was instructed to hand the 'phone to Junior who was then seen to jot down instructions from Quality Assurance.
I then heard him say (to my dismay)"Should I give the customer back the signed acceptance letter?" to which I said under no circumstances should he do this as the Bank will then have no signed instruction to proceed!

To compound matters, he then said he had to wait for a manager to become available and I sat there for a further half an hour before he re-appeared with a copy of my acceptance. "This doesn't prove anything" I said, "Where's the fax confirmation?"
"Oh, I haven't done it yet, Can you come back in half an hour if you want that?"he replied.

Printed words can't describe my current state of mind.

This is real quality stuff Money.:mad:

Well I'm speechless!!!

[Deleted User]

dolphingazer wrote: »

This is real quality stuff Money.:mad:

Well I'm speechless!!!

Yes. I don't think it's possible to make this stuff up!

[Deleted User]

di3004 wrote: »

Have you also emailed the director/CEO about this?

[EMAIL="chiefexecutivehsbcbank@hsbc.com"]chiefexecutivehsbcbank@hsbc.com[/EMAIL]

Thanks for that suggestion, Di (and Cappo), my E-Mail has apparently now been passed to a senior manager for attention.

di3004

Moneyineptitude wrote: »

Does this actually work? I've been informed that these are fabricated addresses that simply go to the complaints office?

Hi

Yes it did for me, and they always got back to me on this one.

Empty_pockets

I sent a complaint letter to them last week and had a phone call offering £50 two days later.

I often find it's better to write than phone.

[Deleted User]

The ironic thing is after calling that number repeatedly over the months and never getting a reply, now the Bank have been trying to ring me and I haven't been available!
I'll be ringing someone who left their number while I was at work in the morning.
I'll keep everyone posted.