HSBC GM Card - 8 weeks, no communication

Caggie

I sent my PPI complaint for GM Platinum Card to HSBC on 18th February by recorded delivery to:

HSBC, PPI Complaints
PO BOX 6177
COVENTRY
CV3 9HP

Despite there detailed diagram: I have never received a letter of acknowledgement.

It is now past the 8 week deadline and so I called them. The call centre were pretty useless as they say they have no contact numbers or email for PPI department and suggested I write to them again or pop into my local branch, this seems a pretty futile suggestion considering they have not responded to my first letter and local branch were clueless when I first started to raise complaint. Having finally managed to speak to a call centre supervisor he said that he would email them and I should expect a call back within 5 days, but still nothing.

Any suggestions?

Nasqueron

If they have accepted the case, after 8 weeks you can refer it to the FOS but you could be waiting 2+ years.

I'd suggest a proper complaint to them after confirming they have got the letter (a letter can be refused if sent signed for, or your confirmation letter could be lost)

Ring the PPI team on 03457 404 404

Caggie

Thank you, that was the number I used. It is a call centre and it is not possible to talk to PPI department directly. I am trying them again.

magpiecottage

I suggest you go here and ask on their chatline why you have not received a response yet, taking repeated screen prints and pasting them into a Word document.

You can then use this to take the matter to FOS if need be.

Caggie

Thanks, I have already tried that, the automated responses don't reallly want to discuss PPI and just provide a link.

"I know you're asking about Payment Protection Insurance, but I'm not sure of your exact question. Please visit our PPI page for more information."

Just chasing my tail and second phoned conversation with call centre was much of the same.

Caggie

Nasqueron wrote: »

(a letter can be refused if sent signed for, or your confirmation letter could be lost)

I have tracked letter and it was signed for on 25 February and there is a copy of the signature. True, confirmation could be lost, I just want to talk to a human to find out if they sent one.

Nasqueron

If they signed for it and are just being stupid, ask to speak to a manager on the help desk, mention complaint and it should get their attention - otherwise you can refer to FOS

magpiecottage

Why not send an e-mail to [EMAIL="stuart.t.gulliver@hsbc.com"]stuart.t.gulliver@hsbc.com[/EMAIL] and ask him why he has allowed the organisation of which he is CEO has not even bothered to acknowledge your complaint within eight weeks of receipt in breach of FCA rules.

Attach an image of the Royal Mail confirmation of receipt.

Caggie

magpiecottage wrote: »

Why not send an e-mail to [EMAIL="stuart.t.gulliver@hsbc.com"]stuart.t.gulliver@hsbc.com[/EMAIL] and ask him why he has allowed the organisation of which he is CEO has not even bothered to acknowledge your complaint within eight weeks of receipt in breach of FCA rules.

Attach an image of the Royal Mail confirmation of receipt.

Many thanks for the email address, I will do just that.

Caggie

Nasqueron wrote: »

If they signed for it and are just being stupid, ask to speak to a manager on the help desk, mention complaint and it should get their attention - otherwise you can refer to FOS

I have spent well over an hour on the phone to the helpline this week and it would seem the PPI department (referred as a "back room") is not unlike Fort Knox, impenetrable even by other departments within HSBC, the best the manager could do was raise a complaint.

Caggie

Well, well , I just got an offer in post of £1,877. No idea if all the communication paid off. Letter dated 22 April