HSBC Advance £150 switch bonus not paid

robmartin

I've just queried with HSBC why they have not paid me the £150 initial switching bonus payment.
They said it was because I did not complete the switching process within 30 days of applying for the account on 1 Jan 17.
I finally received notice of the account opening on 24 Feb and went into my local branch within 30 days to complete the switching process including 2 DDs..
From their own website, it says -
"Instruct us to start a full switch of a current account with at least 2 Direct debits/Standing Orders using the Current Account Switch Service (CASS) to start within 30 days of your Eligible Account being opened for the £150."
Do I have any grounds for complaint?
Thanks
Rob

YorkshireBoy

It doesn't really matter what anyone here thinks. If you believe you've complied with the T&Cs (as far as you could - their delay to open isn't your problem) then you complain!

sieuph

I opened an HSBC account for the switch offer at the beginning of last August. The £150 wasn't credited to my account until the end of January this year.

robmartin

Thanks for the replies.
In response to the second one, I have been told I am not getting it because I switched later than 30 days after applying, despite the website saying it is 30 days from being allocated an account.

eskbanker

Nearly 8 weeks from application to account opening is pretty strange - when you say you "finally received notice of the account opening on 24 Feb" was there a delay in a posted letter perhaps? Do they contend that the account was opened significantly before that?

On the face of it you'd seem to have cause for complaint but you need to be sure about dates - if you're convinced that you switched within 30 days of the account being opened (as per published Ts & Cs) then complain via https://www.hsbc.co.uk/1/2/contact-and-support/feedback-and-complaints

robmartin

Thanks for the reply.

It seems I applied on 1 Jan but the letter saying the account is open is dated 24 Feb.
They had written previously to ask me to take certain docs to a local branch.
Surely none of that matters as you can't switch an account if you don't have an account to switch to - and they specify on their website for the Advance account that the switch has to be done within 30 days of opening, not applying.
I need to get proof from my branch of the date I went in their to fill in the switch paperwork
Rgds
Rob

bigadaj

eskbanker wrote: »

Nearly 8 weeks from application to account opening is pretty strange - when you say you "finally received notice of the account opening on 24 Feb" was there a delay in a posted letter perhaps? Do they contend that the account was opened significantly before that?

On the face of it you'd seem to have cause for complaint but you need to be sure about dates - if you're convinced that you switched within 30 days of the account being opened (as per published Ts & Cs) then complain via https://www.hsbc.co.uk/1/2/contact-and-support/feedback-and-complaints

Took me around eight weeks I think, certainly between applying and actually being notified, no requirement to into branch.

I applied for the switch a few days later and was close to being out of time for the offer; I actually was technically but this was due to Christmas holidays.


The csr was pretty good and noticed this immediately, said he couldn't change the system but asked me to confirm I'd raise a complaint and then credited me with £200 immediately.


I've had no major problems with them apart from being incredibly slow, but wouldn't want as my 'main' bank account, if anyone has such a thing nowadays.