HSBC Issues

Cptralls

I've been having problems with my HSBC account since April, I'm unable to make payments from it. I opened a complaint at the time that was closed without resolution or consultation. 

In June I opened a new complaint, I've been calling up regularly, sometimes on hold for over an hour but nobody can provide an update. Customer service has been very bad and on two occasions I was hung up on by HSBC, I added this to the complaint but never received a response. The only answer I was ever given was resolution dates that failed to materialise. 

On 1st of October with HSBC still investigating I went to FOS, today they have advised that HSBC has contacted them to offer me £100 without a resolution. FOS has asked if I want to accept, what should I do? 

pecunianonolet

Hmm, perhaps demand a letter of deadlock and take to ombudsman? 

eskbanker

Cptralls said:

I've been having problems with my HSBC account since April, I'm unable to make payments from it. I opened a complaint at the time that was closed without resolution or consultation. 

In June I opened a new complaint, I've been calling up regularly, sometimes on hold for over an hour but nobody can provide an update. Customer service has been very bad and on two occasions I was hung up on by HSBC, I added this to the complaint but never received a response. The only answer I was ever given was resolution dates that failed to materialise. 

On 1st of October with HSBC still investigating I went to FOS, today they have advised that HSBC has contacted them to offer me £100 without a resolution. FOS has asked if I want to accept, what should I do? 

If the problem is still occurring, then make it clear that you want it resolved before starting to discuss what would be an appropriate compensation figure!

Band7

Do you need to be an HSBC customer for a particular reason?  Have you still got a balance in HSBC? If yes, how would you be able to get your money out? If no, why not take the £100, close the account and move on?

xylophone

I've been having problems with my HSBC account since April, I'm unable to make payments from it.

I went to FOS, today they have advised that HSBC has contacted them to offer me £100 without a resolution.

This is one of the oddest stories I've seen on the forum.

It would not appear that HSBC wish to lose you as a customer or that there is any reason for the Bank to suspect "dirty work at the crossroads" as it were.

Is HSBC claiming "technical issues"?

Cptralls

xylophone said:

I've been having problems with my HSBC account since April, I'm unable to make payments from it.

I went to FOS, today they have advised that HSBC has contacted them to offer me £100 without a resolution.

This is one of the oddest stories I've seen on the forum.

It would not appear that HSBC wish to lose you as a customer or that there is any reason for the Bank to suspect "dirty work at the crossroads" as it were.

Is HSBC claiming "technical issues"?

At the moment they are not responding, it's clearly a technical issue that has been somewhat exasperated by poor customer service. 

Aidanmc

I've been having trouble with HSBC for around 2 weeks now. Unable to login.

I called and they told me is tech problem and i will be contacted/fixed within 15 days.

Also have a second issue, I made a request to transfer out an ISA on 1 Oct via Coventry BS.

Coventry says HSBC has not responded to the request and they have chased it a couple of times since. They suggested i contact HSBC myself, which i did, but i wasn't able to get to speak to the ISA transfer team.

I had to send a letter to complain. I also sent a Resolver complaint.

What is a deadlock letter?

eskbanker

Cptralls said:
At the moment they are not responding, it's clearly a technical issue that has been somewhat exasperated by poor customer service. 

To be pedantic, the technical issue has been exacerbated by poor customer service, whereas you have been exasperated by it!

Band7

@Cptralls @Aidanmc what happens when you make ATM withdrawals? withdrawals over the counter?

Aidanmc

Band7 said:

@Cptralls @Aidanmc what happens when you make ATM withdrawals? withdrawals over the counter?

I haven't tried ATM withdrawals as i don't use the account that way, its not my main bank account luckily. As for counter, the nearest branch is 1.5hr drive so i don't go there either. Customer service at HSBC actually suggested i go to a branch to get this sorted and make a complaint!

Cptralls

HSBC has advised that outside of the £100 they are unable to offer anything more in the way of monetary compensation (I didn't ask for anything), they are also unable to provide an explanation on customer service although they did concede that I made over the course of several months 16 calls totaling on average 71 minutes seeking a resolution, several of which I was given false deadlines. HSBC has confirmed that on two additional occasions the operator hung up on me, the first call was after 94 minutes, and the second after 55 minutes. 

HSBC has also noted they cannot provide me with a resolution to the technical issue but they have formally apologised. 

The adjudicator from FOS has now asked me what I would like done, and I have asked him to investigate.