HSBC WORST EXPERIENCE OF SWITCHING BANK TO AWFUL BANK

Rudyson

Rich1976 said:

WillPS said:

Rich1976 said:

first direct operates a call centre in Leeds and Glasgow and place more emphasis on customer service and the staff are empowered to help in a way HSBC call centres overseas do not.

Howso?

Other than what the agents sounded like the only difference I could perceive as a previous customer of both was that HSBC used a phone menu and automated system to pass security whereas First Direct phones would connect you to a human who'd run you through security and then ask what your call was regarding and place you in the relevant queue unless your query was something an automated system would otherwise handle (i.e. they'd do the job of a robot).

in my experience FD do not read from a script or even worse stick to a script or have a computer says no mentality, and can generally answer a query there and then without being passed around departments. They have also generally been easier to deal with.
other people may have other opinions but thats always been my impression. they are not perfect by any means but certainly i have found them easy to deal with.   

That's been my experience with FD too. Very happy with them.

Saver101101

Rich1976 said:

gsmh said:

I just thought with first direct being an HSBC brand they might share some systems and processes. Is first direct run completely separately? I know smile is pretty much the same as the Co-operative Bank and cahoot is part of Santander and in both cases there is not a lot of difference. Although cahoot hasn't accepted new customers for some time, the current account is still actively maintained.

First direct is a division of HSBC bank and as far as I know share the same systems, processes and call centre space in Glasgow.

HSBC though relies heavily on overseas call centres which was my bugbear when I was with them.

first direct operates a call centre in Leeds and Glasgow and place more emphasis on customer service and the staff are empowered to help in a way HSBC call centres overseas do not.

the products and account opening processes both banks offer are virtually identical and could do with much shaking up but other than that you would not think they are brands of the same bank . 

Are you sure they have overseas call centers ?, as when I have called them (Admittedly not very often) it has always been a UK call center, in fact when I asked them they said the don't use overseas call centers and to call 03457 70 70 70 and not 03457 40 44 04

Rich1976

Saver101101 said:

Rich1976 said:

gsmh said:

I just thought with first direct being an HSBC brand they might share some systems and processes. Is first direct run completely separately? I know smile is pretty much the same as the Co-operative Bank and cahoot is part of Santander and in both cases there is not a lot of difference. Although cahoot hasn't accepted new customers for some time, the current account is still actively maintained.

First direct is a division of HSBC bank and as far as I know share the same systems, processes and call centre space in Glasgow.

HSBC though relies heavily on overseas call centres which was my bugbear when I was with them.

first direct operates a call centre in Leeds and Glasgow and place more emphasis on customer service and the staff are empowered to help in a way HSBC call centres overseas do not.

the products and account opening processes both banks offer are virtually identical and could do with much shaking up but other than that you would not think they are brands of the same bank . 

Are you sure they have overseas call centers ?, as when I have called them (Admittedly not very often) it has always been a UK call center, in fact when I asked them they said the don't use overseas call centers and to call 03457 70 70 70 and not 03457 40 44 04

Yes 100% HSBC uses Indian call centres as well as UK ones.

Saver101101

Rich1976 said:

Saver101101 said:

Rich1976 said:

gsmh said:

I just thought with first direct being an HSBC brand they might share some systems and processes. Is first direct run completely separately? I know smile is pretty much the same as the Co-operative Bank and cahoot is part of Santander and in both cases there is not a lot of difference. Although cahoot hasn't accepted new customers for some time, the current account is still actively maintained.

First direct is a division of HSBC bank and as far as I know share the same systems, processes and call centre space in Glasgow.

HSBC though relies heavily on overseas call centres which was my bugbear when I was with them.

first direct operates a call centre in Leeds and Glasgow and place more emphasis on customer service and the staff are empowered to help in a way HSBC call centres overseas do not.

the products and account opening processes both banks offer are virtually identical and could do with much shaking up but other than that you would not think they are brands of the same bank . 

Are you sure they have overseas call centers ?, as when I have called them (Admittedly not very often) it has always been a UK call center, in fact when I asked them they said the don't use overseas call centers and to call 03457 70 70 70 and not 03457 40 44 04

Yes 100% HSBC uses Indian call centres as well as UK ones.

I Guess I must have been lucky, but I used the Live Chat and they said "You will always be connected to a UK Call Center", so its a bit confusing, I did also just do a test to call up about a Standing Order query and it was definitely a UK call center, in Wales I think ?.

Katiehound

I have certainly had calls with HSBC Advance that was an overseascall centre- New Delhi- I think,maybe things have changed in the 6 months since I switched away. I really struggled sometimes to understand their  intonation / pronunciation. 

Rich1976

Saver101101 said:

Rich1976 said:

Saver101101 said:

Rich1976 said:

gsmh said:

I just thought with first direct being an HSBC brand they might share some systems and processes. Is first direct run completely separately? I know smile is pretty much the same as the Co-operative Bank and cahoot is part of Santander and in both cases there is not a lot of difference. Although cahoot hasn't accepted new customers for some time, the current account is still actively maintained.

First direct is a division of HSBC bank and as far as I know share the same systems, processes and call centre space in Glasgow.

HSBC though relies heavily on overseas call centres which was my bugbear when I was with them.

first direct operates a call centre in Leeds and Glasgow and place more emphasis on customer service and the staff are empowered to help in a way HSBC call centres overseas do not.

the products and account opening processes both banks offer are virtually identical and could do with much shaking up but other than that you would not think they are brands of the same bank . 

Are you sure they have overseas call centers ?, as when I have called them (Admittedly not very often) it has always been a UK call center, in fact when I asked them they said the don't use overseas call centers and to call 03457 70 70 70 and not 03457 40 44 04

Yes 100% HSBC uses Indian call centres as well as UK ones.

I Guess I must have been lucky, but I used the Live Chat and they said "You will always be connected to a UK Call Center", so its a bit confusing, I did also just do a test to call up about a Standing Order query and it was definitely a UK call center, in Wales I think ?.

I do seem to recall a few years ago if you were an Advance customer there was a different number to call and that was a Uk operated phone line. But for the bog standard current account it would go through to India 

Alex9384

I don't have much experience with their customer service, although I had to call HSBC after opening my account last year after nothing was happening for over a week or so. My main problem was their online banking and its functionality. It was the worst of all banks I've ever been with. The only other bank that seems to be just as bad (in terms of online banking) is The Coop.

bleepbloopblorp

My only real complaint with HSBC/FD is their absolutely ridiculous "Secure Key" system.

Buy a new phone and forget to de-register? Enjoy a lengthy phone call to CS where they take everything up to your inside leg measurement to reissue it.

Reinstall your phone OS without de-registering?  The same rigmarole.

Every other bank seems to be able to handle this gracefully, and it's ironic that FD was the initial "remote-only bank."  Wow, have they fallen behind the times.

phillw

HumberFlyer said:
[Advance Account]  I was way off qualifying for a £1000 overdraft, not that I wanted one.I was accepted, no'prob. £170 cashback within a week.

Are you saying HSBC told you that you didn't qualify for a £1000 overdraft, but still gave you an advance account?