Problem paying my HSBC credit card

tenko

A while ago I opened an HSBC current account and went through their qualifying process to gain the financial incentive, I also tried to open a linked savings account for my granddaughter as the interest rate was decent, unfortunately they said I did not qualify for the incentive even though I had followed all of their criteria and I was also unable to open the account for my granddaughter for some strange reason.

 I did a current account switch to another bank and also opened an account with the Yorkshire B S for the granddaughter due to my frustration and annoyance with HSBC.

I still had a credit card with HSBC and when my latest statement was due I tried to pay them first through their app and then through online banking, both to no avail as I no longer had a current account with them and could not pay them via another bank.

I visited my local branch of HSBC and explained the situation and just wanted to settle my credit card bill, I was informed that it could not be done in branch and that I needed to contact their credit card department.

I contacted HSBC credit card and was informed that I would need to set up the payment with my bank and gave me the sort code and account number to pay into.

The account I was using to pay the bill was my Chase current account. I completed all the relevant details and tried to pay the bill, it was rejected two times and on both occasions I was asked to contact their fraud department. I did this twice explaining it was me trying to make the payment and not a scam, but this was all to no avail.

Due to my frustration at trying to complete what should be a simple task, I then transferred the money from my Chase account into my NatWest current account and tried again. I received a call from the NatWest fraud department as they had put the payment on hold.
I answered all of their security questions and was then informed that the money had been put back into my NatWest account and for me to make the payment again

I did everything again, double checking to ensure I had not made any mistakes and made the payment to HSBC.

About a minute after making the payment I received another call from NatWest fraud department telling me they had put the payment on hold again.
Once again I answered all of their security questions and confirmed that I was not being pressurised by anyone to make the payment and that it was my credit card statement I was trying to pay.

I was then asked about the device I was using to complete the transaction and explained that it was my new Mac book. I was then informed that the money was going back to my NatWest account as they did not recognise the device I was using.

I had now lost the will to live and gave up for the day, with the intention of visiting my NatWest branch tomorrow, which should be fun.

I just wondered if anyone else on here has had trouble paying their HSBC credit card from another bank because this is certainly a first and last for me as their card is history once I do manage to clear my bill.

Shakin_Steve

If you can see your credit card details in the HSBC app, can you not go into the 'manage direct debit' section, or whatever it it called with HSBC, and change the account details to one at another bank?

lr1277

Can't answer your question.

But if you have the time and a chequebook, can you pay by cheque?

EarthBoy

I pay my HSBC credit card from my Starling account without any problem. 

tenko

Thanks for the feedback, I have tried everything in the HSBC app to no avail and they suggested that I pay from my other account using the sort code and account number they provided which should work, the problem now is that both Chase and NatWest keep blocking the payment and their fraud team contact me. I have explained the situation until I am blue in the face and answered all their security questions but still no joy, they sound as if they are reading from a script and common sense does not apply. The last guy I spoke to said to use my NatWest app, I explained that for the amount involved I had to use online banking, but because I have a new Mac they would not trust it and declined the transaction. Regarding paying via cheque I could do that but it is the twenty-first century and the payment is due by the 25th. hopefully I will speak to someone sensible in branch tomorrow.

Shakin_Steve

Thank goodness for branches, eh? 🫢

[Deleted User]

The bill payment function in NatWest internet banking should be relatively straight forward to use and pre-populated for most HSBC credit card types - you literally enter the sixteen digit card number, the value and pick a date.

kimwp

Can't advise on how to resolve, but I sympathise - I've had similar situations. I can't remember the details, but once it involved a new MacBook too (or a new login from my MacBook), once was when I didn't recognise a payment (the company traded under a very different name). Each time, something minor ended up becoming a series of issues to resolve. Thankfully nothing as extended as yourself, but frustrating to have to resolve nonetheless.

penners324

Sort Code, account number, 16 digit card number as the reference. Account Name will be HSBc.

Shouldn't be a problem.

penners324

tenko said:

Thanks for the feedback, I have tried everything in the HSBC app to no avail and they suggested that I pay from my other account using the sort code and account number they provided which should work, the problem now is that both Chase and NatWest keep blocking the payment and their fraud team contact me. I have explained the situation until I am blue in the face and answered all their security questions but still no joy, they sound as if they are reading from a script and common sense does not apply. The last guy I spoke to said to use my NatWest app, I explained that for the amount involved I had to use online banking, but because I have a new Mac they would not trust it and declined the transaction. Regarding paying via cheque I could do that but it is the twenty-first century and the payment is due by the 25th. hopefully I will speak to someone sensible in branch tomorrow.

Sounds like a payment set up error.

xylophone

I just wondered if anyone else on here has had trouble paying their HSBC credit card from another bank because this is certainly a first and last for me as their card is history once I do manage to clear my bill.

Paid by direct debit from Santander account with no problem.

I thought I'd heard it all but your story really does beat the band! 

Is there a payment slip at the bottom of your statement? 

I hope that you will be making a formal complaint to both Natwest and Chase.