HSBC Banking Issue

SieIso

Hi,

I had an issue with my HSBC in which I was unable to may payments to new payees, I logged a call with HSBC who were unable to help, I then logged a call with the FOS, they awarded me £200 and stated that HSBC must work with me to address the issues. Since the £200 was paid nobody from HSBC has addressed the issue, I logged a new complaint and received a message that the issue would not be investigated as it was dealt with by FOS and I was reminded that I should not be reliant on one bank account.

My question is what should I do? Obviously closing the account makes the most sense but I wondered if there are other options.

eskbanker

SieIso said:

I logged a new complaint and received a message that the issue would not be investigated as it was dealt with by FOS and I was reminded that I should not be reliant on one bank account.

It was only dealt with by FOS in terms of them advising HSBC to resolve the issue, so if they haven't then it hasn't been resolved yet and needs further action!  What specifically did FOS say to HSBC, was it literally just as vague as 'working with you to address' or something more meaningful, and how long ago was this?  Perhaps escalate to senior management if there's insufficient evidence of progress?

The point about not relying on one bank account, while valid and sensible, is nothing to do with HSBC so definitely not their place to be saying something like that....

35har1old

SieIso said:

Hi,

I had an issue with my HSBC in which I was unable to may payments to new payees, I logged a call with HSBC who were unable to help, I then logged a call with the FOS, they awarded me £200 and stated that HSBC must work with me to address the issues. Since the £200 was paid nobody from HSBC has addressed the issue, I logged a new complaint and received a message that the issue would not be investigated as it was dealt with by FOS and I was reminded that I should not be reliant on one bank account.

My question is what should I do? Obviously closing the account makes the most sense but I wondered if there are other options.

Was this a current account or savings account ?
How long has it been a issue ?

born_again

SieIso said:

Hi,

I had an issue with my HSBC in which I was unable to may payments to new payees, I logged a call with HSBC who were unable to help, I then logged a call with the FOS, they awarded me £200 and stated that HSBC must work with me to address the issues. Since the £200 was paid nobody from HSBC has addressed the issue, I logged a new complaint and received a message that the issue would not be investigated as it was dealt with by FOS and I was reminded that I should not be reliant on one bank account.

My question is what should I do? Obviously closing the account makes the most sense but I wondered if there are other options.

I think you need to fill in the gaps. Like how long, type of account. What the issue is etc.

Given setting up payee's requires either a digital or physical token. Which do you have?

SieIso

eskbanker said:

SieIso said:

I logged a new complaint and received a message that the issue would not be investigated as it was dealt with by FOS and I was reminded that I should not be reliant on one bank account.

It was only dealt with by FOS in terms of them advising HSBC to resolve the issue, so if they haven't then it hasn't been resolved yet and needs further action!  What specifically did FOS say to HSBC, was it literally just as vague as 'working with you to address' or something more meaningful, and how long ago was this?  Perhaps escalate to senior management if there's insufficient evidence of progress?

The point about not relying on one bank account, while valid and sensible, is nothing to do with HSBC so definitely not their place to be saying something like that....

An ongoing issue since March 2022, went to FOS in August and they made a determination in January, the money was paid in February. FOS determined the following and stated that I could not raise this complaint with them again:

For the reasons above, I recommend the business do the following things to put things right;

1. Increase the compensation from the £100 HSBC have already offered,

by a further £100, bringing the total compensation to £200, for the distress and

inconvenience caused by not having access to the facilities on their account that they want to be able to utilise in everyday life.

2. Continue to liaise with the customer directly whilst the prevalent issue is

investigated, and a solution is found.

I think this is a fair and reasonable outcome taking into consideration the overall

circumstances.

SieIso

35har1old said:

SieIso said:

Hi,

I had an issue with my HSBC in which I was unable to may payments to new payees, I logged a call with HSBC who were unable to help, I then logged a call with the FOS, they awarded me £200 and stated that HSBC must work with me to address the issues. Since the £200 was paid nobody from HSBC has addressed the issue, I logged a new complaint and received a message that the issue would not be investigated as it was dealt with by FOS and I was reminded that I should not be reliant on one bank account.

My question is what should I do? Obviously closing the account makes the most sense but I wondered if there are other options.

Was this a current account or savings account ?
How long has it been a issue ?

A current account, the issue has been ongoing for approximately one year.

eskbanker

SieIso said:

eskbanker said:

SieIso said:

I logged a new complaint and received a message that the issue would not be investigated as it was dealt with by FOS and I was reminded that I should not be reliant on one bank account.

It was only dealt with by FOS in terms of them advising HSBC to resolve the issue, so if they haven't then it hasn't been resolved yet and needs further action!  What specifically did FOS say to HSBC, was it literally just as vague as 'working with you to address' or something more meaningful, and how long ago was this?  Perhaps escalate to senior management if there's insufficient evidence of progress?

The point about not relying on one bank account, while valid and sensible, is nothing to do with HSBC so definitely not their place to be saying something like that....

An ongoing issue since March 2022, went to FOS in August and they made a determination in January, the money was paid in February. FOS determined the following and stated that I could not raise this complaint with them again:

For the reasons above, I recommend the business do the following things to put things right;

1. Increase the compensation from the £100 HSBC have already offered,

by a further £100, bringing the total compensation to £200, for the distress and

inconvenience caused by not having access to the facilities on their account that they want to be able to utilise in everyday life.

2. Continue to liaise with the customer directly whilst the prevalent issue is

investigated, and a solution is found.

I think this is a fair and reasonable outcome taking into consideration the overall

circumstances.

I can't imagine what the underlying problem would be but it seems unlikely to be something quick and easy to fix, so if FOS advised HSBC to "Continue to liaise with the customer directly whilst the prevalent issue is investigated, and a solution is found" a few weeks ago then I'm not sure that it's a realistic expectation that they'd have it fixed by now?

However, if HSBC have specifically said that they're not even prepared to investigate the issue, that would appear to contravene the FOS recommendation - did they accept this recommendation?

SieIso

eskbanker said:

SieIso said:

eskbanker said:

SieIso said:

I logged a new complaint and received a message that the issue would not be investigated as it was dealt with by FOS and I was reminded that I should not be reliant on one bank account.

It was only dealt with by FOS in terms of them advising HSBC to resolve the issue, so if they haven't then it hasn't been resolved yet and needs further action!  What specifically did FOS say to HSBC, was it literally just as vague as 'working with you to address' or something more meaningful, and how long ago was this?  Perhaps escalate to senior management if there's insufficient evidence of progress?

The point about not relying on one bank account, while valid and sensible, is nothing to do with HSBC so definitely not their place to be saying something like that....

An ongoing issue since March 2022, went to FOS in August and they made a determination in January, the money was paid in February. FOS determined the following and stated that I could not raise this complaint with them again:

For the reasons above, I recommend the business do the following things to put things right;

1. Increase the compensation from the £100 HSBC have already offered,

by a further £100, bringing the total compensation to £200, for the distress and

inconvenience caused by not having access to the facilities on their account that they want to be able to utilise in everyday life.

2. Continue to liaise with the customer directly whilst the prevalent issue is

investigated, and a solution is found.

I think this is a fair and reasonable outcome taking into consideration the overall

circumstances.

I can't imagine what the underlying problem would be but it seems unlikely to be something quick and easy to fix, so if FOS advised HSBC to "Continue to liaise with the customer directly whilst the prevalent issue is investigated, and a solution is found" a few weeks ago then I'm not sure that it's a realistic expectation that they'd have it fixed by now?

However, if HSBC have specifically said that they're not even prepared to investigate the issue, that would appear to contravene the FOS recommendation - did they accept this recommendation?

They did accept the recommendation.

EarthBoy

SieIso said:

I then logged a call with the FOS, they awarded me £200 and stated that HSBC must work with me to address the issues. 

But they haven't stated that HSBC must work with you to address the issues.  According to your own later quote, they've only recommended that HSBC do that:

"For the reasons above, I recommend the business do the following things to put things right"

A recommendation is not an instruction; it's not something that must be done.

eskbanker

EarthBoy said:

SieIso said:

I then logged a call with the FOS, they awarded me £200 and stated that HSBC must work with me to address the issues. 

But they haven't stated that HSBC must work with you to address the issues.  According to your own later quote, they've only recommended that HSBC do that:

"For the reasons above, I recommend the business do the following things to put things right"

A recommendation is not an instruction; it's not something that must be done.

But that was why I was asking if HSBC accepted the recommendation, which was confirmed while you were posting that, so if they effectively committed to FOS that they'd undertake certain actions and then refuse to do so (as opposed to trying but failing to resolve the issue), that's unacceptable IMHO.

sheramber

 that the issue would not be investigated as it was dealt with by FOS 

That could apply to the complaint, not the issue with banking.

As the FOS has already dealt with the complaint  there is no point in opening the same complaint again.