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  • FIRST POST
    • Snowedunder
    • By Snowedunder 7th Aug 18, 8:08 PM
    • 178Posts
    • 39Thanks
    Snowedunder
    Paying HSBC a Nightmare!
    • #1
    • 7th Aug 18, 8:08 PM
    Paying HSBC a Nightmare! 7th Aug 18 at 8:08 PM
    OK, so a banking error, not of my making, meant that my monthly DD to HSBC Credit Card was not made on Monday.

    I contacted their customer service to make a payment, and they informed me that I can only make a payment from another HSBC account?

    She was so rude, when I said I do not have online or telephone banking, as I tried to set this up several times and each time they tell me it is all done, next time I try to get contact it does not work, telling me the details are incorrect.

    So, any ideas where I go to from here, she told me to visit my branch of HSBC, and when I said I did not have one, she told me to go to Santander branch (was trying to pay with Debit Card) and again, I do not have one.

    Is it really this difficult in this day and age to pay an account, if I was committing fraud, I can understand, but I just want to make a payment!!
Page 1
    • agrinnall
    • By agrinnall 7th Aug 18, 8:18 PM
    • 21,224 Posts
    • 17,047 Thanks
    agrinnall
    • #2
    • 7th Aug 18, 8:18 PM
    • #2
    • 7th Aug 18, 8:18 PM
    What was the banking error that caused your DD not to be made, and why are you not pursuing whoever's fault that was to resolve the issue?
    • Snowedunder
    • By Snowedunder 7th Aug 18, 11:42 PM
    • 178 Posts
    • 39 Thanks
    Snowedunder
    • #3
    • 7th Aug 18, 11:42 PM
    • #3
    • 7th Aug 18, 11:42 PM
    I am pursing that, but thought it more important to make the payment as quickly as I can, hence my post, the other information is only relevant as to cause of missed payment, but if you really need to know, I made a fast transfer on 4th August which did not post until 7th August, thus insufficient funds available on 6th August to process DD. I AM pursing that too, but as said previously, making the missed payment was the more important issue.
    • Snowedunder
    • By Snowedunder 7th Aug 18, 11:47 PM
    • 178 Posts
    • 39 Thanks
    Snowedunder
    • #4
    • 7th Aug 18, 11:47 PM
    • #4
    • 7th Aug 18, 11:47 PM
    Just received the following whilst trying to contact HSBC- as previously said it is unbelievable that I cannot now e - mail them either at the address they publish online!!!!!!

    Requested rejected your message to the following email addresses:

    customercareteam@HSBC.com (customercareteam@HSBC.com)
    Your message couldn't be delivered because the recipient's email server (outside Office 365) rejected your message because it appears to violate a policy setting the recipient's email admin has set up. Commonly this is because the email server suspected your message is spam, either because of its content or because email from your email domain (the text after the "@" symbol in your email address) is being blocked. To fix this, try to modify your message, or change how you're sending the message, using the guidance in this article: E-mailing Best Practices for Senders. Then resend your message. If you continue to experience the problem, contact the recipient by some other means (by phone, for example) and ask them to ask their email admin to help fix the issue. Ask them to add your email address or your domain name to their allowed senders list.

    What on earth is going on
    • gt94sss2
    • By gt94sss2 8th Aug 18, 12:48 AM
    • 4,073 Posts
    • 1,895 Thanks
    gt94sss2
    • #5
    • 8th Aug 18, 12:48 AM
    • #5
    • 8th Aug 18, 12:48 AM
    Just received the following whilst trying to contact HSBC- as previously said it is unbelievable that I cannot now e - mail them either at the address they publish online!!!!!!
    Originally posted by Snowedunder
    Did you include the full stops? Their website says the address is customer.care.team@hsbc.com

    If you bank with Santander, you would be better of talking to their telephone banking service and asking them to make a faster payment to HSBC - they wll have details of the bank account they need to transfer payments for HSBC cards to on their systems.

    I suspect HSBC are not geared to accept debit card payments for their credit cards by telephone - and can obviously only transfer money from HSBC bank accounts... They will not be alone - many banks will be unable to accept debit card payments in this fashion.

    PS: Making a faster payment on the 4th and having it posted on the 7th is within the rules of the faster payments system - which gives them two working days to credit such transfers.
    • Snowedunder
    • By Snowedunder 8th Aug 18, 11:52 AM
    • 178 Posts
    • 39 Thanks
    Snowedunder
    • #6
    • 8th Aug 18, 11:52 AM
    • #6
    • 8th Aug 18, 11:52 AM
    Thank you, I just came out of hospital after major surgery last week, so it really was not the best time for things that had been running smoothly to go wrong. I do wish that overseas call centres were more aware of the 'local branch' situation in the UK. Living on an off shore island means taking a costly ferry to reach the mainland and any local branches that are still open. Being in my dotage, and legally deaf it is impossible to use the telephone, my call to HSBC was made by a neighbourj) and there really is no help out there unless you are 'techy'. I still think that in this day and age to make it so difficult to pay into an account is ridiculous, of course I understand that there is much security available and necessary, but making a debit card payment is not a risk, or is it? Only to the bank on the debit card, surely not the receiving account, which takes its' DD's from the Bank, the owner of the debit Card.

    I really think life has moved on so fast, that it has over-complicated the improvements these inventions are meant to 'improve'.

    Any way, I now have to go into town by taxi as I need to renew my Blue Badge which I have had for nearly 20 years and I still have to produce all the paper documents that I use to prove I am me and entitled as I have used over these past 20years, and the techie improvements have on file, but still need to see, even though I have lived at my address for over 30 years. ; Life was so much easier when this had to be done because there was no other way, and I did not need to waste hours of my life on the computer, only to be told to do it the old fashion way anyway, to prove I was not making a fraudulent claim!! so why bother with the computer at all?
    • SuperHan
    • By SuperHan 8th Aug 18, 12:08 PM
    • 2,107 Posts
    • 1,253 Thanks
    SuperHan
    • #7
    • 8th Aug 18, 12:08 PM
    • #7
    • 8th Aug 18, 12:08 PM
    Does your credit card statement provide the information you need to pay the credit card by faster payment?


    It's not unusual not to be able to make a credit card payment by ringing the credit card provider - they don't all accept debit card payments.


    Instead you need to push to money to them (rather than asking them to pull it), so set up a faster payment to the sort code and account number on your statement using your card number as the reference.


    (A bit of googling suggests it may be the following details: Sort code 40-42-46 Account - 09003649, but do check your statement before making a payment).


    Going to branch - either HSBC or Santander - is unlikely to help much.


    And, as an aside, it was your fault that the DD bounced. You should have cleared funds in the account to pay a DD at close of play the business day before the DD is due to be paid.
    • Snowedunder
    • By Snowedunder 8th Aug 18, 12:29 PM
    • 178 Posts
    • 39 Thanks
    Snowedunder
    • #8
    • 8th Aug 18, 12:29 PM
    • #8
    • 8th Aug 18, 12:29 PM
    Tried to set up online and and telephone banking, I have been on the phone nearly an hour, and was told it was all done, but said she would transfer me to a department to take my payment. After a while on hold she came back and told me it could not be done - same reasons as above. I wrote all the details down for logging in, and she confirmed back to me. So I have just tried to login, and no it is not working, telling me I am in-puting incorrect information!

    I am going to stop now as my head will explode.

    Does anyone have an address that I can direct a formal complaint the HSBC.

    Many thanks
    • Snowedunder
    • By Snowedunder 8th Aug 18, 12:34 PM
    • 178 Posts
    • 39 Thanks
    Snowedunder
    • #9
    • 8th Aug 18, 12:34 PM
    • #9
    • 8th Aug 18, 12:34 PM
    SuperHan

    I am not trying to apportion blame here, I am well aware that I am human not superhuman and do make one or two mistakes in my lifetime (living from week to week on a State Pension does not always allow me to be as clever as those of you who love to apportion blame, and have never made a mistake in life.)

    I am not asking to be judged, purely requesting assistance as to how to make the payment I have caused to be missed by my total inability to perfectly manage my life and finances, as, I presume you do. I am not a superhero, just a normal human being.

    Thank you so much for your very helpful response to my request for help. I will not be giving you the satisfaction of insulting me again.
    • agrinnall
    • By agrinnall 8th Aug 18, 1:09 PM
    • 21,224 Posts
    • 17,047 Thanks
    agrinnall
    Does anyone have an address that I can direct a formal complaint the HSBC.
    Originally posted by Snowedunder

    Full details here of how to complain, including a postal address.


    https://www.hsbc.co.uk/help/feedback-and-complaints/
    • Vegainer
    • By Vegainer 9th Aug 18, 12:11 PM
    • 23 Posts
    • 36 Thanks
    Vegainer
    You can make payments from non-HSBC current accounts, I do all the time! Look on the back of your statements for the correct account no. / sort code to use, and make sure your card number is the reference for the transaction. It normally takes 3 days to go through from my Natwest current account, but works every time.


    Hope that helps
    Starting Debt: 6344.23 (Dec 2017)
    Current Debt: 6110
    Saving for Christmas 2018: 62/365
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