Best way to complain to credit card departments (HSBC)

Daston1984

Hey guys,

I am having a lot of bother with HSBC and I am getting now where with their credit card department.

Heres the background;

I requested a replacement card on the 2nd of december as I had destroyed my last one to stop myself using it. I required the card to get one last present for my wife (purchasing it online).

I was informed that this would take 7 working days and would be posted to my branch as I had changed address in the last 6 months.

So on the 11th I went into my local branch who was unable to locate my card. I contacted the credit card department who found my original request and told me it had not been actioned, but were unable to tell me why! I was then promised another card had been requested and would be sent to the branch (cutting it fine as the last orders were the 21st)

On the 19th I went into my local branch, once again they couldnt find my card. Contacted the credit card department yet again and was told that both my requests were logged but had not been processed! So the person I talked to on the 11th lied to me? They had ordered yet another card and told me it wouldnt be avaliable until after christmas, not even an apology!

I raised a complaint at this time and was told it would be looked into and I would be contacted in 5 working days.....still waiting on that!

I went into the branch yet again yesterday who still have not received the card, the manager contacted the credit card department for me whilst I was in his office. He confirmed their branch internal mail code to ensure it was being posted to the right place (which it was). His hands are tied as he dosnt have anything to do with the credit card department.

However I feel like I am being ignored or fobbed off when I contact the credit card team or complaints department and basicly feel like they just don't care about my custom and it's easier to lie/misdirect me than to actually do their job.

I am really at a loss on what to do, I don't really need the card any more as my brother was able to help me out. However I am really quite angry at being lied to and messed about! It caused quite a bit of stress leading upto Christmas and I want answers.

Is there a head office I could write to? Would they even read a letter I sent?

Any advice would be brill.

Cheers

Dave

grumbler

http://www.hsbc.co.uk/1/2/contact-us/complaints

That said, my local branch was very efficient when dealing with my formal complaint. They filled it into some form and followed on until the matter was resolved.

Also, it's really not a good idea to cut a card and request a new one every time you want to use it. There are methods more convenient for you and less costly for the bank, e.g. freezing it into a block of ice and keeping in your freezer.

opinions4u

I requested a replacement card on the 2nd of december as I had destroyed my last one to stop myself using it

To be honest, if I was them I'd close your account.

bengal-stripe

Daston1984 wrote: »

I requested a replacement card on the 2nd of december as I had destroyed my last one to stop myself using it.

How often in the last two or five years, have you requested a replacement card, after having the previous one destroyed? If this is a frequent occurrence, and you plough your way through several cards a year, the bank might well have you black-listed not to receive any more replacements.

After all, every card replacement does cost the bank money.

Daston1984

This is the first time I had requested a new card from them. It's an account I am trying to clear so not used it in a long time.

Like the idea on freezing it though, its a good plan.

Sabbathdei

Willpower is all you need !
And I thought there was no such thing as a "blacklist", at least that's what Mr. Lewis always says ???

bengal-stripe

Sabbathdei wrote: »

And I thought there was no such thing as a "blacklist", at least that's what Mr. Lewis always says ???

"Blacklist" was possibly an unfortunate choice of word, but many (maybe all) banks keep a record how many replacement cards they issue. If a customer 'loses' too many cards, they might stop issuing replacements or charge for them.

But the OP says, he is not an habitual card slasher.

zerog

Did you not have a debit card to get the present for your wife?

eddddy

Sabbathdei wrote: »

...
And I thought there was no such thing as a "blacklist", at least that's what Mr. Lewis always says ???

I think you might be misinterpreting what Martin Lewis said.

Banks certainly analyse the profitability of each customer - they know who is profitable and who isn't.

They will work hard to keep the profitable customers happy, and not worry so much about unprofitable ones.

In the US, some banks can be especially brutal. Resolving complaints costs money, so if you complain too much, they ask you to close your account. (It's a double win for the bank - they get rid of a loss making customer, and a competitor takes on the loss maker instead.)

Daston1984

To answer a question above, I do have a debit card but that the time the amount in my account wasn't enough and was planning on spreading the cost a bit.

I don't mind being blacklisted and don't care if I do not get the card (don't need it now) what does make me angry is being mislead and lied to. If they are unable to provide me a card because of xyz then why don't they just tell me in writing or when I phone them?

opinions4u

Have you been lied to?

Or has a member of staff pressed the appropriate button but the automated process of card production failed for some reason?