Vent - on hold with HSBC

CallumF

Been on hold with HSBC for over 45 minutes now, trying to clean up a mess that's not my fault. Wow, these guys are competent

greektony

Competent or incompetent? Cannot tell if being sarcastic or not

CallumF

It was sarcasm.

Well over an hour now, on an 0845 number so I'm being charged for it, with no option to get a callback when there's a CSR free, and no indication of where I am in the queue.

mattyprice4004

As someone who deals with quality in a large call centre, I'd be pulling my hair out if we hit an hour.

5-10 mins at most, really

CallumF

I gave up after about an hour and three-quarters, unfortunately it's something that needs resolving urgently (they're taking direct debits out of the wrong account) so giving up after 10 minutes wasn't an option and I'll have to try again later

This'll have cost me about £10 in phone charges, and since I never got as far as speaking to an operator they can just claim they've no record of the call. Absolutely disgusting

Dogger69

Sounds like you were caught in a loop if you were still on hold after that time, in which case your call would never be answered. I would call through to head office and ask them to transfer you to customer service.

bod1467

https://www.saynoto0870.com

Search the 0845 number therein for a geographic equivalent. If you're using a mobile (or have some pertinent calling plan) then you would be able to use inclusive minutes.

CallumF

Just to follow up on this -- got a call from HSBC this morning apologising, saying it was a fault with their system, offering to pay the costs, and confirming the DDs were sorted out. Annoying that it happened, but they did a good job of fixing it.

meer53

Why on earth would you hold for an hour and three quarters ? :eek:

ThumbRemote

meer53 wrote: »

Why on earth would you hold for an hour and three quarters ? :eek:

To speak to an advisor. Isn't that obvious?

CallumF

meer53 wrote: »

Why on earth would you hold for an hour and three quarters ? :eek:

It was urgent and important, and not something that could be resolved reliably online -- a month ago they took all of my DDs out of the wrong account (one with insufficient funds in it), causing most of them to fail, me to incur various charges, and a lot of inconvenience. It looked like this month they were doing the same.

There was no indication that I had been dequeued after being put on hold, and even if I had been then their call management system would identify dequeued calls so they should have been aware of it.