HSBC Customer Services - vent and praise

SeaVixen

Hi all,
A few days ago I emailed HSBC about their customer services, as every single encounter (not an exaggeration) I've had with them since joining the bank in February has been a challenge. I was never, ever, given the correct information first time around, sent the wrong forms a few times, told payments would be made when they couldn't have been, was asked to go into branch to show ID even though I'd done that weeks before, and they could see it was there on the system. The full email is below if anyone wants to read... 

I've had a response to my email today - they will be doing what they can to fix this, and have given me £150 to say sorry. 

I still feel like I'll need to double check everything they say to me, but hopefully I won't have to contact them again for a while now. At least they recognised that this was a problem and are trying to fix it! 

Moral of the story - do complain when you have something to complain about. I've never made a formal complaint before, but this was all just too much to ignore, and now I'm £150 up! 





NOT ESSENTIAL READING, BUT HERE IN CASE ANYONE IS INTERESTED
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Hi there,

Settle in, this is a long ride. Unfortunately every single transaction I've ever had with HSBC has had problems - I've only had the account since February.  While this is a very long email, these are problems that I believe you can fix, so would rather let you know. I have tried to be as concise as possible, but as I say, every transaction I've had with you has been fraught with problems. 

I started my account online, but needed to visit a branch to complete setup. I set up two other accounts with other banks in February - including one with your sister bank First Direct - and did not need to visit a branch.I attended the appointment and was told to call a day later to arrange the account switch from my previous bank account. I did this, and was told that I needed to call again the next day. I called the next day, and was told that this should have been done when I was in branch. Having to go to a branch was very difficult and I had to make special arrangements to be able to get to a HSBC within opening times, so to follow up with phone calls afterwards was very frustrating - even more so when it turned out they were not necessary and wasted the time and efforts of both me and two different members of your staff.

Shortly after I received a letter saying that I needed to confirm my ID with you - the same ID which was scanned when I attended my appointment. I called your phone line to explain this, and had a very confusing conversation in which the advisor seemed to accept that my ID had already been taken, but that I needed to make a branch appointment to confirm it again. When I asked why, he said he would find out and call me back the next day. I never received this call back.

I asked an agent how to set up a direct debit from my Santander account to my HSBC credit card, and was told I could do this within online banking. I couldn't find how to do this, so called again to ask where I was going wrong, and was told I needed a paper form, which the agent kindly posted out to me.

I completed this and returned it, but had no response after about a month. I used the chat feature in your app to confirm that my Santander direct debit instructions had not been received. What followed was a bit of a debacle that I'll try to explain, but it may be easier if you can view the conversations on your side of the system.

- I was sent a link to an online form. This form was only for HSBC accounts, so I had to ask again for a form to set up a direct debit from Santander.

- I was sent a link to the original form which I posted. I asked if there was a digital method, as I can't print it, but was told it must be submitted by post.

- I asked if there was a way for someone to send me a copy as I couldn't print it.

- I had to explain which form I was talking about again.

- I was sent the same link to the original form. I asked again if someone could send me a copy. 

- I was told I could do this in online banking. 

Had I received the correct information first time (or indeed, second or third), it would have saved a considerable amount of time for me and your various agents. 

When I set up the direct debit, I asked an agent if it would be set up to make the payment on time, as I did not want it to be late. They confirmed that it would be on time. 

On 25th May I received a message to say that I have missed a payment, and that I need to rectify it immediately. I asked an agent if the direct debit would cover this or if I should pay this manually, and if my credit score would be impacted. They said it needed to be paid manually, and agents on the phone would be able to help with that and the credit score issue. I paid the amount via your app, but called the phone line to check the credit score issue. The agent I spoke to said that he couldn't see what details have been sent about my credit score, but that the payment was not overdue, so no damage would have been done.

After looking again at my statements, I couldn't understand how this could be true, as the May statement clearly says that approximately £14 is overdue. Having spoken to a web chat agent tonight I've been told that the message sent on 25th May was an error as there was no amount overdue, and that my statement issued on 5th May is incorrect. I would like an amended statement and/or written confirmation to formally attest to this, and would like to stress that being told this information falsely was poor customer service on your part and not something I would be happy to ever receive again. 

What makes this even more frustrating is that this £14 is only on the card because a hotel took a payment without my consent. I used my credit card to reserve a hotel, for which I should have paid for on arrival at the hotel, and not before. Upon seeing the charge, I followed instructions on your website and raised this with the retailer, and received a refund. However, the difference in exchange rate has left me £14 down. I asked one of your web chat agents if there was anything which could be done about this - seeing as this money was taken without my consent - they advised that HSBC isn't responsible for the exchange rate (which I understand), but also that HSBC can't step in as I'd already been in contact with the retailer, even though I did this after looking at your website.

Amidst all of this, I've also received my original direct debit form back, seemingly meant to go to my Santander bank rather than me, saying that my credit card number was not included in the "reference" section of the form. The form doesn't say that the reference must be the credit card number, and it's more helpful for me for the reference to be a description of the transaction - not a long number. This isn't relevant any more as the direct debit is now set up, but it being addressed to Santander was very confusing as well as the form not being clear.  

Overall, I am extremely disappointed with the level of service I have received, and the continual failures and misinformation which have been presented to me. While I can obviously make allowances for the latter of these incidents due to the extreme conditions your staff are currently working under, the regularity with which I've been misinformed is not acceptable. I'm now in a position where any information I get, I feel the need to double check by asking another agent the next day. I understand that this is doubling the work for your agents, and also myself. However there has been a 100% fail rate of me getting the correct information the first time, so I don't see what other choice I have. 

I trust you will take this matter seriously and investigate these situations. 

Many thanks,

XX

p.s. I tried to submit this through the online complaints form, but it said that the requested page is not available, please try again later.