HSBC - In branch experience.

mosambi

I currently have a HSBC a/c and on starting a new business account thought I will start the new account with HSBC as well. I called them up and the guy over the telephone was very helpful. He said he could take in my details over the phone do a credit check and gave me a reference number. Since I wanted to have the bank account set up as soon as possible as I had to invoice my client I asked him what was the fastest way to open the account. He said that the telephone application could take more than 2 weeks and it would be faster if i just took the identity documents to the branch, with the ref no. he had given me and I could very well get the account set up on the same day. He said that he will pass the details on to my selected branch(60 Queen Victoria Street , London) and a business specialist will call me back with an appointment. He gave me the name of the business specialist who would be calling me as well. I could expect the call in 2 days. After waiting for 2 days and no call I called up HSBC , and was told that it might take more than 48 hours , but they had my details on the system and I will be called back in 24 hours. Wait for 2 more days, no callback. I call up HSBC again and this time another guy tells me that there is no need for an appointment and I can just walk in with my id docs. So i walk in and meet with Charlie who was manning the business desk that day. Charlie looks nervous and lost and I feel he must have just passed out of college today.He has got a girl sitting next to him , Charlie did not find a need to introduce her. I explain to Charlie what had happened till now. How i have been waiting for a callback for 5 days. No apologies , just a shrug. I give him my Ids, he is not happy with one doc and says that he will have to consult with a colleague and continues sitting on his desk. After a min. he says he will send the details to the telephone account opening team. I tell him i need the account opened as soon as possible which is why i have come to the branch. He says no , we cant do it. I ask him to consult his colleague and confirm. Charlie finally gets up takes a walk and comes back and says he has confirmed he can't do it in the bank, he will have to send it to the tel. team. I walked away and sent my application to Allen Carter. Shame i wasted 2 weeks getting wrong information in HSBC.

I am fed up with all the in branch interactions I have had to date in HSBC. I have been banking with them for over 4 years now. Not once have i felt i have been dealing with any one older than 18. I seems HSBC is saving money by employing fresh graduates , brain dead one at that. I am forced to continue my personal banking with HSBC only reason being your credit rating is better if you stick with one bank for a longer time.
HSBC is advertised as being a helpful bank and seems to be a successful one.Have I just been unlucky every time i have dealt with HSBC to be served by somebody who knows nothing about their own rules ? Am I an exception?

How have your experiences been? How do you get to talk to somebody senior when you have to visit the branch?

Phew, that was a lot. Thanks for reading!

gt94sss2

I suspect you have just been unlucky.

My father actually banks at that particular HSBC Branch and whenever he has gone there, he has always been happy, though it hasn't been often*. I believe its one of the largest HSBC branches in the country (if not the biggest).

If you're not happy with the service, you can always complain to HSBC - especially about the lack of a callback and your experiences with HSBC (there seem to be more than one branch experience you are unhappy with)

Certainly, I'm surprised that the person you spoke to wasn't able to open an account on the spot - a branch of any bank should be able to do this.. and at the very least give you an account number etc - as long as they are happy with your ID.

My brother opened a HSBC current account on line a few months ago and the entire process took just a week or so (including sending ID in the post - though he could have gone into a branch and shown it there as well)

Also, recently it seems that after someone opens an account with them, HSBC now send them a survey asking them how they found the experience and what can be done to improve it.

If you want to maintain a banking relationship with HSBC, but don't want to use branches, you could always consider using First Direct.

(*as its a 'newly opened' branch/location called 'City of London' - the old 'Poultry & Princess' branch that used to be Midland Banks HQ has closed/relocated there, as the old location was unable to be revamped/refurbished to modern standards - at least that's what the letter they sent to my dad said!)

Regards
Sunil

iceicebaby

HSBC are incompetent. Recently chaged my name. Went into branch with my documents and the lad behind the desk took copies etc and sent them off (seems they can't even do a simple name change in branch either)

A week later had my new card. The card had the new name on it and the letter it was stuck to had my old name on it. I phoned them and told them and they said no that will never happen, the system can only hold 1 name and basically called me a liar. So off to the branch I went again, with the letter and card to show them that it was as I said. The lad behind the counter just tutted and sloped off to speak to a manager. No apology or nothing just said my new card will be in the post. I didnt need a new card, just the letter accompanying the card to have the correct name on and an apology for being practically called a liar.

A\further week on, another new card came, letter accompanying has the same name on only they have got my title wrong now, they have put Ms when its actually Miss. I have given up now!

Shambolic service

mosambi

Yes I have my personal account and old Business account in the Holborn circus branch. The experience there has been horrible as well, which is why I thought if I open my new business account in the larger branch I would get better service. But no luck. I look forward to receive the survey.

gt94sss2

mosambi wrote: »

Yes I have my personal account and old Business account in the Holborn circus branch. The experience there has been horrible as well, which is why I thought if I open my new business account in the larger branch I would get better service. But no luck. I look forward to receive the survey.

I have no experience of business accounts as I only have a standard HSBC account.

However, my father does have a business account at the same branch and I think when he opened it, they have him a 'Relationship Manager' - basically someone he could contact with any issues.

The Relationship Manager could have been for something else though - around that time he also had a HSBC Premier account which he downgraded from when they changed the qualification criteria but has since recently rejoined - as its free if you meed their criteria and the benefits of having one have improved such as free travel insurance and higher rates on various accounts. This account also comes with a 'Relationship Manager'

I think the City of London branch must have a pretty big 'Premier' section as while their are 50 or so 'Premier centres/branches' in the UK (250+ globally), that is only one of 6 which appear on their website as a specialist Premier centre

Regards
Sunil

danjourno

I've tried three times to set up Business Internet Banking but they keep losing the forms!
Same problem with the business debit card!
And when I wrote to complain and asked for the account to be closed, they ignored it.
After 12 months, I received a bank statement showing that the account was still open.
Called them up, got an apology but no promise to improve services.
Still got an open account, no debit card, and no internet banking.
Don't open a business account with HSBC!

olly300

I had absolutely no problem opening a Business bank account with HSBC and neither have lots of people I personally know. In fact some of them have tried to open accounts with other banks such as Santander and found they lost forms etc.

In my case I tried to open an account with 2 other banks, the staff look confused even though the branches stated business banking and then referred me to head office. However with HSBC I phoned them up, asked what ID I needed, went to the branch and opened an account an hour later. I received my cards and cheque book within the next 2 weeks.

In your case if you don't want your account open then you need to write a letter with the title "Formal Complaint" to their customer services team (address at end of post) and politely ask for the account to be closed.

State that if they refuse to do it then you will refer your complaint to the Financial Ombudsman Service. Get a proof of posting for sending your letter (this is free from the post office) and if they don't close the account in 8 weeks refer them to the Financial Ombudsman Service. They will definitely close the account then.

Unfortunately all banks and building societies are difficult if you want to close an account. However if they want to close the account which you don't mind being/want open they will do so very quickly.

HSBC Business Complaints Address:
The Manager
Service Quality Team
HSBC Bank plc,
Arlington Business Centre,
Milshaw Park Lane,
Leeds,
LS11 0PP

[Deleted User]

HSBC have nice staff tbh :P

Lokolo

Yeh not sure if they are totally knowledgble. I have had them twice come upto me and tell me to use the cheque machines when they don't take large company cheques. Even though I tell them it won't work, they insist. I go to do it, it fails and they reply "oh sorry I guess you were right".

However, they are also very polite and friendly.

Mishomeister

mosambi wrote: »

I currently have a HSBC a/c and on starting a new business account thought I will start the new account with HSBC as well. I called them up and the guy over the telephone was very helpful. He said he could take in my details over the phone do a credit check and gave me a reference number. Since I wanted to have the bank account set up as soon as possible as I had to invoice my client I asked him what was the fastest way to open the account. He said that the telephone application could take more than 2 weeks and it would be faster if i just took the identity documents to the branch, with the ref no. he had given me and I could very well get the account set up on the same day. He said that he will pass the details on to my selected branch(60 Queen Victoria Street , London) and a business specialist will call me back with an appointment. He gave me the name of the business specialist who would be calling me as well. I could expect the call in 2 days. After waiting for 2 days and no call I called up HSBC , and was told that it might take more than 48 hours , but they had my details on the system and I will be called back in 24 hours. Wait for 2 more days, no callback. I call up HSBC again and this time another guy tells me that there is no need for an appointment and I can just walk in with my id docs. So i walk in and meet with Charlie who was manning the business desk that day. Charlie looks nervous and lost and I feel he must have just passed out of college today.He has got a girl sitting next to him , Charlie did not find a need to introduce her. I explain to Charlie what had happened till now. How i have been waiting for a callback for 5 days. No apologies , just a shrug. I give him my Ids, he is not happy with one doc and says that he will have to consult with a colleague and continues sitting on his desk. After a min. he says he will send the details to the telephone account opening team. I tell him i need the account opened as soon as possible which is why i have come to the branch. He says no , we cant do it. I ask him to consult his colleague and confirm. Charlie finally gets up takes a walk and comes back and says he has confirmed he can't do it in the bank, he will have to send it to the tel. team. I walked away and sent my application to Allen Carter. Shame i wasted 2 weeks getting wrong information in HSBC.

I am fed up with all the in branch interactions I have had to date in HSBC. I have been banking with them for over 4 years now. Not once have i felt i have been dealing with any one older than 18. I seems HSBC is saving money by employing fresh graduates , brain dead one at that. I am forced to continue my personal banking with HSBC only reason being your credit rating is better if you stick with one bank for a longer time.
HSBC is advertised as being a helpful bank and seems to be a successful one.Have I just been unlucky every time i have dealt with HSBC to be served by somebody who knows nothing about their own rules ? Am I an exception?

How have your experiences been? How do you get to talk to somebody senior when you have to visit the branch?

Phew, that was a lot. Thanks for reading!

My partner works for HSBC. Tell you the story now. As you all might be aware bank staff has got a sales targets now. So my partner completely HATES those who get on the phone, give their data to on-the-phone guy/woman then they are sent to the branch to complete other 99% of work. So the person on the phone spends on that particular customer 10 minutes and branch person 1.5 hours. Sales points towards the target split between those 2 staff members:

1. Telephone person 100%
2. Branch person 0%

So when someone who has given out their details on the phone comes to the branch to do this 99% of work, branch staff would do everything they can(for example pick on a minor things on the documents brought) to decline this customer and get rid of that "Non quality" customer as soon as possible

samwsmith1

Lokolo wrote: »

Yeh not sure if they are totally knowledgble. I have had them twice come upto me and tell me to use the cheque machines when they don't take large company cheques. Even though I tell them it won't work, they insist. I go to do it, it fails and they reply "oh sorry I guess you were right".

However, they are also very polite and friendly.

They used to take them, but it didn't the other day and I was directed to the lift to use the counter - and it told me that it had retained my cheque after giving me it back!
On the whole HSBC has been great though - especially in branch where they are very helpful.