HSBC VENT - Messed up daughter's Student Bank Account

nobile

My daughter just started Uni last month & decided to open a Student Bank Account with HSBC.

This would give her a Free £60 Amazon Voucher & 12 month Amazon Prime Student...as long as she registered by 31st Oct (which she did)

She opened the account, loans & other student payments got paid into it & she registered for HSBC Student Exclusives as instructed, waiting for the link to make the above 'goodies' available to her.

After 1 week of waiting, she finally called them only to be told that she was showing on the system as a 2nd year student, not 1st year!

2 weeks on, still showing as a 2nd year. 3 weeks on & HSBC have finally said they she is a 1st year student....but purely down to their inept systems, she is NO LONGER ELIGIBLE FOR THE AMAZON DEAL!!!! because it is now over the 31st Oct!

1) Is she able to close her student account and open up a full student account elsewhere - no way does she want to bank with HSBC anymore

2) No one at HSBC seems to be putting their hand up to say 'sorry, we messed up'

3) Who can I contact 'higher up' to make my vent more official?

Thanks

Shakin_Steve

I don’t think you can contact anyone. Your daughter is an adult and I doubt the bank will speak to you about it. Your daughter should raise a complaint.

Nebulous2

There are lots of stories about HSBC being cumbersome for opening accounts. There are also tales of good results from complaining.

I missed the switching bonus of £150 plus £50 a year later because of their bureaucracy but got £200 right away from a complaint.

nobile

Edited Message

nobile

Nebulous2 wrote: »

There are lots of stories about HSBC being cumbersome for opening accounts. There are also tales of good results from complaining.

I missed the switching bonus of £150 plus £50 a year later because of their bureaucracy but got £200 right away from a complaint.

Who did you complain to? I don't think she wants to go in branch any more.

Appreciate any tips on how you pursued this.

Thanks

18cc

Google HSBC complaints procedure... Or:

https://www.hsbc.co.uk/1/2/contact-and-support/feedback-and-complaints

In general I would be 'nice' not angry, and specify what you are asking for in compensation (value of what she has missed out on and say £25 on top for the trouble...)

Mchambers

Complain to the their ceo via email or phone them up to raise a complaint. Ask for compensation and let them offer something first. It will probably just be £25-00. Say no, give reasons and say you want £250.

HTHs and good luck.

[Deleted User]

Mchambers wrote: »

say you want £250.

Alternatively, she could simply request that all the incentive offers she missed out on are now provided. Far more likely to be granted than some random figure plucked out of nowhere...

Shakin_Steve

Mchambers wrote: »

Complain to the their ceo via email or phone them up to raise a complaint. Ask for compensation and let them offer something first. It will probably just be £25-00. Say no, give reasons and say you want £250.

HTHs and good luck.

Only £250? Are you mellowing?

Mchambers

Shakin_Steve wrote: »

Only £250? Are you mellowing?

Good point:D. Try £1000-00.:D:D:D

Nebulous2

nobile wrote: »

Who did you complain to? I don't think she wants to go in branch any more.

Appreciate any tips on how you pursued this.

Thanks

I phoned - like most of my banks I've never been inside their door. I agree with others, she should be polite, state what the problem was and state what woul fix it. Asking to be put back in the situation she would have been in would be my starting point. I've never asked to be compensated. She might find the vouchers are no longer available and they give her cash instead.

I was told I had missed the deadline for a switch bonus and said something like. "Well obviously I'm unhappy about that, particularly as I missed it because HSBC didn't send me the information in time. How can I make a complaint?" I was passed to a complaints person who said he would pay the full £200 into my account.

Don't use the word "you." It isn't the call centre person you are talking to who caused the problem, so don't personalise it.