HSBC have "lost" my credit card repayment

NeillB

Hi

I made my first repayment back on my HSBC Visa credit card. As I don't bank with them I verified the whole repayment process and was given a HSBC account and sort code (I should add a legitimate account and not a scam) into which repayments were to be made. 

Ive just received a reminder to make the minimum repayment before this month's deadline. Ive done everything 100% right (which my own bank confirmed and I already knew when I set up the new payee via my online banking) yet HSBC customer services have been woeful and have fobbed me off at every turn during my phone calls with them.  Anyone any idea how to escalate a complaint with them? My moneys definitely with them its just where its went. 

Any help or advice is much appreciated. 

MorningcoffeeIV

NeillB said:

Anyone any idea how to escalate a complaint with them? 

Use their complaints procedure.

https://www.hsbc.co.uk/help/feedback-and-complaints/

400ixl

When you transferred the money to the sort code and bank code, did you put your full credit card number in as the reference? It is through this they tie together the payment.

Hoenir

When did you remit the money? 

NeillB

To answer both questions...first repayment was made on 18 December. My statement was issued on 13 December. One thing Ive noticed with HSBC is how slow things move with them. Even when I applied for the credit card my first application didnt register so there are definitely problems with their internal computer systems. It smells of cheap and nasty to me. 

The full card number was entered.  I confirmed this again with my own bank yesterday and it was triple checked by myself before the payment was sent.

born_again

NeillB said:

To answer both questions...first repayment was made on 18 December. My statement was issued on 13 December. One thing Ive noticed with HSBC is how slow things move with them. Even when I applied for the credit card my first application didnt register so there are definitely problems with their internal computer systems. It smells of cheap and nasty to me. 

The full card number was entered.  I confirmed this again with my own bank yesterday and it was triple checked by myself before the payment was sent.

Account & sort is a generic internal one that ALL credit cad payments go into. The system (No human intervention) directs it to your account by the card reference entered. 
This is instant/2hour showing a increase in your available balance, & then will update overnight with the actual payment.

So only real way it goes wrong is if wrong reference is used.

prettyandfluffy

I always pay credit cards from inside the relevant app rather than setting it up as a payment from my bank account.

Nasqueron

Far better to pay by DD monthly, it takes away the guessing and allocation delays

MeMoneySaving

Hi, I have had the exact same problem. A repayment I made on the 16th through the app from my HSBC Advance account to my credit card account has vanished. After speaking via in all support I was told my repayment would register in the app at the end of the day. It never did, so I called up their customer service number and the agent told me the complete opposite of what in app support person said. 
Turns out the repayment money wasn't in my credit card account at all, but the money had definitely left my HSBC Advance account. 

Due to the similar timings of both our problems I suspect that HSBC have had a major system problem? A case has been opened on my credit card and I'm still waiting for a letter in the post (they couldn't email me because it contained sensitive information?)

I checked my account and I've been charged interest due to no repayment being made. Not sure what to do at this point as I'm too scared to make any more repayments in case my money just vanishes again. Lots of stress about this over the holidays i really didn't want.

username

I've recently made a payment to my HSBC credit card on the 29th via an HSBC cash machine and it's reflected fine onto the card account the next day.

(For info if you are an HSBC client already and have an HSBC bank account with a debit card you can make a payment via their own cash machine to the credit card account. It's all quite nicely integrated, and it updates as per the born_again post timescale. I'm not too sure of the internals of how it works, but it also saves the HSBC credit card in your payees list, so you can also pay them via HSBC internet banking too.)

Nasqueron

MeMoneySaving said:

Hi, I have had the exact same problem. A repayment I made on the 16th through the app from my HSBC Advance account to my credit card account has vanished. After speaking via in all support I was told my repayment would register in the app at the end of the day. It never did, so I called up their customer service number and the agent told me the complete opposite of what in app support person said. 
Turns out the repayment money wasn't in my credit card account at all, but the money had definitely left my HSBC Advance account. 

Due to the similar timings of both our problems I suspect that HSBC have had a major system problem? A case has been opened on my credit card and I'm still waiting for a letter in the post (they couldn't email me because it contained sensitive information?)

I checked my account and I've been charged interest due to no repayment being made. Not sure what to do at this point as I'm too scared to make any more repayments in case my money just vanishes again. Lots of stress about this over the holidays i really didn't want.

First thing to do is register a complaint so you're covered in case you need to argue about removal of a late payment marker, let alone the interest

Second, setup a direct debit to take at least the minimum payment every month, but ideally pay in full

Third, stop paying your CC this way, if you can't do the DD, pay your card with at least 3-4 working days to clear funds especially over Christmas when you have weekends and bank holidays to complicate things

May be worth going into a branch and paying at least the minimum over the counter with staff after you have explained the problem, least they can then be blamed if the money isn't allocated again