HSBC bank application problems

adonis10

joshp1993 wrote: »

I've had very similar issues with HSBC. My online application was sent off 7th January, and I rang up 3 times just for an update or even an email confirmation of my application and they couldn't see anything appearing on the system and told me I didn't have an ongoing application. I heard nothing at all back from them until 29th January when I received a letter asking for some ID to be brought into branch (no issue with this so I went in the next morning).

I was told upon arrival that I'd have to come back in 2 weeks with an appointment, but after insisting that it would literally take 2 minutes and I didn't need one, I waited 45 minutes to see someone in the branch there and then. When I finally got to see the necessary staff member she refused to take my ID despite producing a letter from HSBC asking me to bring it in, as "the system doesn't show any ongoing application". After point blank insisting she take it and at least try sending it off, she finally accepted and took a scan. Didn't hear anything back at all from HSBC after that and had to ring up another 3 times to get an update, only to be told on the 3rd occasion that my application was frozen pending ID being taken to a branch - the same one I took into branch 3 weeks ago!!

Finally got a letter from them on Friday 3rd March stating my application had been declined due to "internal scoring". So it took around 8 weeks for a relatively simple application - I'm just glad I never have to deal with HSBC again!

Sounds horrendous, hope my OH's experience isn't as bad as yours. If it wasn't for the £200 switching bonus she would definitely have withdrawn the application by now, but money is tight and it is effectively a free £200 so will stick with it for now, regardless of the issues she is having.

GingerBob_3

Based on the horror stories we get here I can only assume that if it wasn't for the significant bribes on offer, no one would bother with HSBC/FD/M&S ever again. They seem to have lost the plot and don't understand what customer service is about. They are totally paranoid about money laundering and assume all their customers and potential customers are criminals - ironic when you consider the track record of HSBC.

adonis10

GingerBob wrote: »

Based on the horror stories we get here I can only assume that if it wasn't for the significant bribes on offer, no one would bother with HSBC/FD/M&S ever again. They seem to have lost the plot and don't understand what customer service is about. They are totally paranoid about money laundering and assume all their customers and potential customers are criminals - ironic when you consider the track record of HSBC.

I will add, however, that, as a customer, my experience of their customer service is in fact very, very good. However, it looks like they severely lack good service for new customers and quite clearly departments do not talk to each other very much otherwise they surely would be able to find the information they need.

GingerBob_3

adonis10 wrote: »

I will add, however, that, as a customer, my experience of their customer service is in fact very, very good. However, it looks like they severely lack good service for new customers and quite clearly departments do not talk to each other very much otherwise they surely would be able to find the information they need.

Me too. First Direct has been my main bank for well over 20 years and I have never had a major issue with them, but as you say, they need to sort themselves out when it comes to new customers.


They really need to get a grip of their paranoia. I've recently opened five current accounts with other providers and none of them required identification documents, so if they can do it, why can't HSBC?

adonis10

GingerBob wrote: »

They really need to get a grip of their paranoia. I've recently opened five current accounts with other providers and none of them required identification documents, so if they can do it, why can't HSBC?

Indeed.


As was mentioned earlier, it is quite ironic given their history of such activities. Perhaps an abnormal level of paranoia with normal people who simply want a new bank account is designed to show that they are doing all they can to combat money laundering which, I'm sure, will deter the proper criminals!!

mgdavid

adonis10 wrote: »

My OH applied for a current account with HSBC, to switch from her bank of over 10 years but the application came back as requiring more information/unsuccessful. We moved to a new address 8 months ago and she only changed her address on driving licence, bank etc. a few weeks ago (slipped her mind, .........

If she can forget something as important as this, it could be the bank are wondering what else could have slipped her mind.

onlyMe

My new HSBC account was unfrozen a few days later, but I was told that by then it was too late for the automatic Direct Debit transfer to work, so I'm left with around 15 DDs and 3 Standing Orders to transfer manually. Top service

meer53

onlyMe wrote: »

My new HSBC account was unfrozen a few days later, but I was told that by then it was too late for the automatic Direct Debit transfer to work, so I'm left with around 15 DDs and 3 Standing Orders to transfer manually. Top service

Just ask them to do a switch for you ?

onlyMe

meer53 wrote: »

Just ask them to do a switch for you ?

I did, and they told me I would have to do it myself manually.

martinsurrey

GingerBob wrote: »

Based on the horror stories we get here I can only assume that if it wasn't for the significant bribes on offer, no one would bother with HSBC/FD/M&S ever again. They seem to have lost the plot and don't understand what customer service is about. They are totally paranoid about money laundering and assume all their customers and potential customers are criminals - ironic when you consider the track record of HSBC.

adonis10 wrote: »

I will add, however, that, as a customer, my experience of their customer service is in fact very, very good. However, it looks like they severely lack good service for new customers and quite clearly departments do not talk to each other very much otherwise they surely would be able to find the information they need.

I can agree with Adonis.

Once in, HSBC are by far the best bank I've ever dealt with.

(I was a Midland customer so have been with HSBC for over 20 years.)

Part of HSBC is that they are in general very very picky who they do business with compared to their rivals, so new applications take a while.

For example I had an issue on Monday, went into the branch, same day appointment, call from them the next day to update, call from them on wed to update and give me the details of the specialist who would call me the next day, and then Thursday the call that it was all sorted, couldn't have been easier (it was my fault as well).