HSBC Advance account waiting 1 Month. Compensation?

Archi_Bald

Slightly off topic but I can't log into my HSBC online banking today as their app can't provide me with a secure key "due to a system error". Thank goodness I haven't got my day-to-day account with HSBC.

SalarySlave

Update on progress. I received a call from some sort of team that deals with escalated issues. the lady told me that her team was now dealing with it and she would phone me later in the day to confirm that the account would be opened.

She didn't call back and on Saturday I got the same letter I got 3 weeks ago asking me for a signature. I agree with what is said above that they must be struggling with the demand.

sparkiemalarkie

SalarySlave wrote: »

Update on progress. I received a call from some sort of team that deals with escalated issues. the lady told me that her team was now dealing with it and she would phone me later in the day to confirm that the account would be opened.

She didn't call back and on Saturday I got the same letter I got 3 weeks ago asking me for a signature. I agree with what is said above that they must be struggling with the demand.

I had exactly the same problem
Eventually I took all my paper work + passport to a branch and it was done, up and running in 10 minutes.
I applied for mine at the beginning of April in the hope that I could make a first deposit before the end of the month - no chance!
If I hadn't gone into a branch I'm pretty sure that I would still be waiting.


good luck
sparkie

SalarySlave

sparkiemalarkie wrote: »

I had exactly the same problem
Eventually I took all my paper work + passport to a branch and it was done, up and running in 10 minutes.
I applied for mine at the beginning of April in the hope that I could make a first deposit before the end of the month - no chance!
If I hadn't gone into a branch I'm pretty sure that I would still be waiting.


good luck
sparkie

Hey. I did exactly this today, and it was up and running in 10 mins like you said. Seems the in branch team is much better than the phone/post team. The guy in the bank had to basically do a re application but they had all my details there so it didn't take very long.

He was unable to tell me if I was entitled to the £10 compensation but will try to find out. I doubt I will get anything but glad to have it finally opened.

SalarySlave

Final update. Just got a call from HSBC saying they would credit my account with £25 for my inconvenience and send me out a bottle of wine.

sparkiemalarkie

SalarySlave wrote: »

Final update. Just got a call from HSBC saying they would credit my account with £25 for my inconvenience and send me out a bottle of wine.

Wow well done!
I didn't bother complaining maybe I should.


glad it worked out.


sparkie

Javens

Posted this in the Save Together thread, but thought I'd post it here too.

I just tried to change my HSBC Bank Account to an Advance Account over the phone to take advantage of the save together offer, however at the end of the phone call, the person said it was 'referred' and he had to send a memo to the branch, as he didn't have authorisation to do something, and he couldn't tell me what it was he needed to do/info he needed. Very vague, said I'd get a phone call with a decision. Couldn't say when.

Odd. Opened a First Direct account a few weeks ago with no problem.

Westie983

^^ this maybe the problem if you have only just opened the FD account, applications close together tend to trigger a human to look over the application rather then relying on the customer automated system...

masonic

I've opened many current accounts, most of which involving multiple account applications close together. Never have I needed to go into a branch, until HSBC. At first I thought it was just because HSBC were ultra-paranoid and never let new customers open accounts without visiting a branch. However, on reflection, I was told that I had been verified electronically and that the credit checks completed without issue.

The only significant thing they wanted me to do in branch was to sign one of those US FACTA declarations, so I'm now rather suspicious that was the real cause of my account opening delays.

Javens

Westie983 wrote: »

^^ this maybe the problem if you have only just opened the FD account, applications close together tend to trigger a human to look over the application rather then relying on the customer automated system...

masonic wrote: »

I've opened many current accounts, most of which involving multiple account applications close together. Never have I needed to go into a branch, until HSBC. At first I thought it was just because HSBC were ultra-paranoid and never let new customers open accounts without visiting a branch. However, on reflection, I was told that I had been verified electronically and that the credit checks completed without issue.

The only significant thing they wanted me to do in branch was to sign one of those US FACTA declarations, so I'm now rather suspicious that was the real cause of my account opening delays.

I went into my local branch today to see why my application was referred - they wanted to see my pay slips. I showed them on my phone, no problem.

Apart from the person who I went through the application with over the phone had opened a new HSBC Advance Account and not upgraded my current bank account. The advisor in branch said he could either open the new account now, or cancel it and go through an entire new application, which involves another credit check. I went with the new account.

A bigger pain than expected, but at least I now have an Advance account open, as well as the new advance loyalty ISA. I'll have to now transfer my direct debits, salary etc and close my standard bank account.