HSBC Credit Card - Missed payment for first time ever - but is this normal?

mightbedave

I was looking in the HSBC app on Sunday and was absolutely mortified to see a late fee of £12 in the transactions. I've been using credit cards for 25 years and this is the first time I've missed a payment. I couldn't believe it so quickly did a bank transfer and now I have paid the minimum £130 two days late  My exemplary credit record is ruined  :'(  

I have some questions though and hopefully others with an HSBC credit card can help answer because I have had a LOT of credit cards and this feels unusual.

My last email from HSBC was in December confirming I had signed the credit agreement. I have received nothing since then. No notification of statement no notification that a payment was due (I have checked junk too). Nothing through the post either. Normally I get bombarded with this stuff from other cards. Is this normal or even legal? All that happened was the statement appeared in the app. 

I always set up a direct debit for the minimum payment during a credit card application so just assumed I had done here. It appears I hadn't so presumably it wasn't an option. Have others had this experience with HSBC where the direct debit has to be set up separately and after the main application?

MorningcoffeeIV

Your exemplary record isn't ruined. That's hyperbole of the greatest magnitude and no reason for tears.

DD are often set up after application. 

Yes, it's legal for a notification not to be sent, although not normal. Check your spam and app notifications.



  

mightbedave

The emojis were meant to be tongue in cheek but i should have learnt by now that this doesn't come across very well in text form

I checked "secure messages" and "my documents" in the app and there is nothing in there relating to payments due or statements. Definitely nothing in junk mail either. I also just noticed another statement appeared dated yesterday. Again no notification anywhere. 

So maybe not illegal but it feels bad practice. I will likely have to take this on the chin but I think I will complain anyway and see what happens. I must have had 15-20 credit cards before and this is the first one not to email/text/post a statement notification. 

mightbedave

Just checked on the HSBC website and they state "You must give us a valid personal email address and we'll send you an email when each statement for current, savings and credit card account(s) are ready to view online."

I think I have a case for complaint because they have not sent any statement emails. They definitely have my correct email because I received a separate email today confirming my direct debit is set up.

born_again

mightbedave said:

I was looking in the HSBC app on Sunday and was absolutely mortified to see a late fee of £12 in the transactions. I've been using credit cards for 25 years and this is the first time I've missed a payment. I couldn't believe it so quickly did a bank transfer and now I have paid the minimum £130 two days late  My exemplary credit record is ruined  :'(  

I have some questions though and hopefully others with an HSBC credit card can help answer because I have had a LOT of credit cards and this feels unusual.

My last email from HSBC was in December confirming I had signed the credit agreement. I have received nothing since then. No notification of statement no notification that a payment was due (I have checked junk too). Nothing through the post either. Normally I get bombarded with this stuff from other cards. Is this normal or even legal? All that happened was the statement appeared in the app. 

I always set up a direct debit for the minimum payment during a credit card application so just assumed I had done here. It appears I hadn't so presumably it wasn't an option. Have others had this experience with HSBC where the direct debit has to be set up separately and after the main application?

So can we be clear here.
Is this a new CC  that you have opened? With a balance transfer or spending on it?
If so, then often the 1st DD is not collected, due to the way the set up works.

I would ring then up & explain (nicely) & they might waive the £12 fee 👍

mightbedave

It's a new CC with spending on it. I complained via live chat about not getting statement emails and they have waived the £12 and added a note to my credit file. This afternoon I got a standard email saying I had a new statement so there was obviously something not set up right with my account that they have now fixed.