Credit Card Negligence and Charges - HSBC

Curls2208

Hi all.

I have had issues with HSBC charging me interest on my credit card when it's been fully paid. (I can go into far more detail if you like but that's not the point).
I don't believe they should have charged me anything as I paid off in full and on time but there is some dispute about maybe cash advance (Which it's not gone down as, so it shouldn't be) so I need to talk to them.

Now here's the interesting part. I have tried calling lots of times, about 6 or 7. And every time I get through to a call centre in India who take me through all their mumbo jumbo, and i explain the problem. They then say they're going to 'check' my profile and put me on hold. They then hang up whilst I'm on hold, every, single, time.
I have asked them to not put me on hold and to not hang up on me, and they have assured me they won't and then they do it anyway.

So, I have tried their live chat online banking, and they tell me they can't do anything and to contact credit card services. I have then tried their online 'email secure message' system. Which in the past has worked for me, but they are not replying to any of my messages. 
Is this kind of behaviour gross negligence? Am I entitled to any compensation for this level of boofoonery? They promise a reply to secure messages within 3-5 days. My credit card bill was on boxing day and sent a secure message shortly after, with many follow ups, and the phone still doesn't work.

I need my £120 sent back to me for their incompetence or at least an explanation as to why they've charge it to me. And to be honest I feel like I should now push for more compensation for such terrible customer service and for trying to 'get rid' of me with such avoidance tactics. Do I have a leg to stand on? How can i even sort this if I can't even talk to anyone in the correct departments?

Thanks!

[Deleted User]

No, there's no gross negligence and no compensation, though they may throw you a few quid as goodwill.

Raise a formal complaint and if no response, escalate to FOS.

cymruchris

If one of your transactions was classed as 'cash' then it would attract interest from day 1 of being applied. There are no 'interest free' periods. So even when the balance comes up on your statement - and you pay it in full - you will still be charged interest. When you say the transaction was a possible cash transaction - can you give a bit more detail? Did you top up a debit card? Buy cryptocurrency? What's the detail on this 'suspected cash transaction'?

If they've done everything properly - you'll unlikely get anything back - but a bit more detail might help us understand what chance you might have. 

Even now, with the world in pandemic mode - customer service still isn't 100 percent in many organisations, so if you're having trouble by phone, why not outline your complaint in writing, and get it sent to their UK address?

nyermen

Cash is charged as mentioned from day one - for HSBC i believe this ranges from ATM withdrawals (you only make the mistake once then keep a close eye on which card you're using!) through to buying bitcoin and foreign currency.  Paypal purchases not (at least for me), cant speak for top up.  Also there are FX charges for foreign currency purchases.

Curls2208

It actually a Revolut top up- which is why its likely a cash advance. HOWEVER, there has been no cash advance 'fee', and Revolut top ups have in the past never counted as a cash advance but as a transaction. So, that's why I'm disputing it.
  I have in the past always seen a 'cash advance fee' when I've made a mistake like this, so it's bizarre to see just random interest and no explanation on the statement as to why its there. I could copy my statement if it would help you to understand?

Thanks for the responses. I'm just so angry at the awful customer service. I'll write them a polite but firm letter.

eskbanker

Curls2208 said:

I need my £120 sent back to me

How did a single 'cash' transaction generate £120 of interest?  Surely it should only be a token couple of quid if you're paying the bills off in full, or did you decide not to continue paying off in full because of your belief that there was a mistake?

Curls2208

I think my questions about HSBC customer service have been answered. The top up to my revolut card was a rather large one which maxed out my card, (i was basically using revolut to assist in stoozing)  and then they put interest on my account and then charge me a going over limit. Of course I suspect the reasons for this and I am willing to accept my comeuppances, so please refrain if you're tempted to give me a lecture.
I came here to ask about the customer service side of things , as the statement doesn't mention why they've charged interest and it looks to me like a mistake from their side. 
The statemeant reads as if I had maxed the card out in november, not paid it, and then  been charged the interest on that, like its a normal transaction. But what happened was I maxed the card out within that period, and they instantly charged me interest in the same statement period with no explanation as to why, knocked me over the limit, and then charged an extra few bob to rub salt in the wounds. How lovely.

Again, my questions were about the customer service aspect of things, not the revolut top up. I know full well the risks with that, but it is irritating when this has been seen as a cash transaction for well over two years and then it's suddenly changed just like that, and I can't call or talk to anyone at HSBC to discuss the charges. 

Curls2208

Also hope that doesn't come across as rude. You guys are all gurus and i do always appreciate the advice! (said before a refresh on reading any potential replies).

DjangoUnchained

i sympathise about the customer service. I had a fraud complaint that kept being redirected to an indian call centre that couldnt grasp the problem. It was only for about £90  so i fired off a complaint on their online web mail and was resigned to leaving it at that.  About a week later i got a phone call from hsbc (yes it was genuine) and he himself admitted he'd tried calling the fraud centre, in india, and was left on half for 30 minutes himself and gave up so he was refunding me the £90 directly and as a goodwill gesture was sending me a Christmas hamper,  which came a few days later. Hope you have a decent outcome.