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Not heard about account application

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I applied for a balance transfer credit card with HSBC 26/27 April. I have heard nothing from them since. I didn't receive an acknowledgement of my application either. I can see from my credit file that  HSBC have done a soft search. I have been unable to contact them by phone as I need an account number and their chat is a bot. I need to transfer a balance but am loathed to apply for another card in case I end up with 2. Has anybody experienced HSBC credit card applications or has any advice as to what I should do? 

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