who to contact at HSBC: they've lost our payment

pigeonpie

My OH has a new HSBC card with 0% interest on purchases for 10 months.
He's used it to pay his fees so there's quite a balance outstanding. End of April he paid off a bit (more than the min amount due) by online bank transfer. We have proof of payment from the bank that we've printed out and the HSBC bank details are correct. However HSBC have no record of the payment and are claiming:
1. we have to set up a direct debit. We have said that this would not solve the problem of them losing the first payment;
2. they are charging us interest (backdated) on the full amount owing and also a £12 late payment fee.
3. We must repay. OH told them no, as they can't find the original payment!

Their Indian call centre has now called twice and is no nearer to sorting it out. They refuse to believe us when we say it's been paid. What's the best thing to do please? OH thinks he could go into a branch of HSBC bank and try to sort it out, but we need to get someone senior to talk to, not the Indian call centre kids.
thanks for any help. another day, another admin problem :mad:

alared

HSBC Card Services 0121 214 5648

CLAPTON

which bank did you use to make the payment... ask them to put a trace on where the money went.

pigeonpie

I've printed the payment from my online bank (they weren't helpful) and posted it to HSBC. We got a letter yesterday saying they'd noted our complaint and would deal with it in due course. In the meantime, the interest is mounting. I hope we can reclaim it. As the details are 100% correct for the payment, I'm worried about it happening again.
Has anyone else had a lost payment with HSBC?