HSBC Poor Customer Service - Have I misinterpreted this?

Missus_Hyde · 15 July 2019 at 1:56PM

Terry_Towelling wrote: »

HSBC insisted the cash had left them, and even game me a time of day when it happened. The receiving account insisted nothing had arrived. I made numerous costly phone calls (which got repaid) before finally someone at HSBC said their fraud department was holding my money. Quite why they never bothered to tell me this in all the days leading up to this, I have no idea. They released the money after very hurriedly telling me that HSBC is not liable for any losses I may have incurred as a result of their actions.

Fine. I'm not bothered about the transfer being 'held up', but I am bothered that they told me it had been processed correctly, leaving me to think I'd made a mistake and sent it to some random account.

The same thing happened to me, Terry; I transferred some money to one of my other accounts and it didn't arrive, necessitating my ringing the receiving bank (who correctly stated the money had not reached them) and HSBC insisting they had sent it (as you were told).

Eventually after ringing HSBC again, making a fuss and accusing them of giving me the runaround, they admitted they still had the money whilst they did more checks on it and so after I kicked up the obligatory stink necessary to get anything done these days, the money miraculously appeared in my receiving account.

I didn't go so far as to close mine and my husband's accounts with them, but having both received the switching bonuses, we only keep the accounts for the RS.

joshp1993 · 15 July 2019 at 3:03PM

As an update on my original post - I got a call today from the complaints team after my issues last night. She said that despite what the lady and the manager told me last night, she agreed with me that the 5 day limit had been breached, and actually in this case my debit card hadn't even been ordered, so would never have arrived. In light on this she credited my account with £50 for the trouble, so I'd chalk it up as a win and hopefully I'll get the card soon!