Embarrassed with complaint compensation with HSBC Premier

philip1427

eskbanker wrote: »

It seems to me that the problems you experienced were caused by HSBC staff rather than being a systematic problem as such?

Any business employing human beings will find that they're not perfect and make mistakes - you may be sceptical about the extent of the internal follow-up but it would surprise me if the individuals concerned weren't given some 'education' as to the effect of their actions and attitude and some 'encouragement' to get it right next time.

Offering a modest goodwill gesture in recognition of inconvenience, etc, generally makes customers feel that their complaints were taken seriously - you're never going to be able to validate exactly what happened internally as well so what would you have considered to be a suitable response from HSBC?

I think the staff just aren’t educated on simple banking tasks such as what I asked for. I think the systemic issue is the lack of training in customer service in the bank. Or maybe even the working environment isn’t that nice. As I say, I was attracted to the Premier banking offered by HSBC so I can have more access to humans to sort problems out. For example, American Express, offer very good customer support over the phone. They seem to be very well educated on their products.

What would I considered a suitable response? Honestly, just to know those staff which I engage with would get a stern talking to. I really wasn’t looking for an extra quid. And it doesn’t really solve my problem.... I.e undereducated staff

philip1427

Mr.Generous wrote: »

I agree with the OP though, £100 is excellent but why do businesses do a poor job, employ idiots, do no training then throw money at complaints.

I 100% agree. Of course I won’t say no to free cash but at the end of the day it doesn’t solve the initial problem. In fact it makes me hesitant that I will be the victim of errors and mistake going forward with this bank.

philip1427

YorkshireBoy wrote: »

It's not clear (to me) the reason for the 'double-dip'.

Were there two FP instructions initiated by yourself?...perhaps future dated? (possible?)
Or maybe they called the full balance DD twice on the same day? (unlikely?)
Or possibly you made a manual payment too close to the DD collection date, meaning they couldn't cancel the DD in time? (likely?)


As to them throwing compensation/goodwill money at customers, Lloyds, Halifax and BoS have been doing that for years...without people paying a premium for their everyday banking!

To be honest, I have no idea why HSBC decided to charge me the full balance of my credit card twice last month. I hope it doesn’t happen next month.

philip1427

YorkshireBoy wrote: »

without people paying a premium for their everyday banking!

For the record, I don’t pay a fee for this account. It’s a free account yet you just have to a certain level of savings with the bank.

YorkshireBoy

philip1427 wrote: »

To be honest, I have no idea why HSBC decided to charge me the full balance of my credit card twice last month. I hope it doesn’t happen next month.

So that's my option 2 then (the same DDI called twice on one day), the one I thought unlikely...because you were charge of options 1 & 3 and so would know if you had interfered with any payment instructions.

philip1427

YorkshireBoy wrote: »

So that's my option 2 then (the same DDI called twice on one day), the one I thought unlikely...because you were charge of options 1 & 3 and so would know if you had interfered with any payment instructions.

Yes I was thoroughly embarrassed when I logged to my eBanking to see I was actually in my overdraft! For the first time ever!

bluffer

philip1427 wrote: »

Anyways.... so I received I a nice phone call from a girl at the complaints team. She was very pleasant and was thoroughly embarrassed as she had listened to my calls to the bank about this issue. She said she'll feedback to the staff members responsible and she also offered a £100 bank credit for my inconvenience. I have to say I was thoroughly embarrassed at being offered the money. It felt very tokenistic.

so what were you looking for, £1000 and public floggings in the square?



to be honest without listening to the calls, what you got is fairly generous. D&I and confirmation of feedback.. if you were really that embarrassed about the offer you should of refused the money.

colsten

philip1427 wrote: »

Embarrassed with complaint compensation with HSBC Premier

philip1427 wrote: »

Yes I was thoroughly embarrassed when I logged to my eBanking to see I was actually in my overdraft! For the first time ever!

Sounds you are easily embarrassed.

If you don't feel you should have been given £100, you can reject the offer and close the complaint. If you have already accepted the offer and regret it now, the easiest would be to donate the money to charity.

Thrugelmir

philip1427 wrote: »

Yes in terms of money I think it’s very reasonable! Even a bit unnecessary. It’s seems to me that they’re throwing money at a systematic problem.

The bottom line is that you make a post such as you did. Which portrays HSBC in a good light. Reputation is key. Takes years to build and seconds to throw away. The banks customers foot the bill. There's no free lunch.

somethingcorporate

Like you realise, cheaper to keep complaining customers sweet with a small bit of cash than really invest to fix the problems (systems, training, better staff etc).