Having been a banking customer with HSBC for the past 5 years I have experienced nothing but very poor customer service.
To begin with their customer service staff members seem to be inadequately trained. This poses a real issue as their main customer service method is via telephone as they have limited US banking locations. Though the bank claims to be a â??premierâ?? international institution their customer service agents follow a very generic second-tier bank process. The interactions I have experienced are always unpleasant. The agents I have dealt with seem rushed, annoyed or bothered to deal with my questions or concerns. They rarely listen to any direction I provide and appear to read from a SOP or script. Consequently, their responses are vague, general and unhelpful.
Though the agents at the physical banks tend to be pleasant they are not all to helpful when it comes to reviewing you individual account details and often need to call into their own customer service hotline to investigate issues.
I have banked, or currently bank with, Charles Schwab, Bank of America, Wachovia, Barclays and Sun Trust all of which have offered superior service. I would rank Schwab and Barclays at the very top of customer service and suggest that if anyone is considering HSBC they first review the products these banks offer and know that their customer service is light years beyond the competitor HSBC. Both banks operate under a similar model as HSBC (limited locations and many online product offerings) yet fare much better in comparison.
As with all things great service is a sign of a quality firm and speaks volumes of the level of security one feels afforded; and for you money that is paramount. Thus why I eventually withdrew and closed my account, moving on to a new agent.
Long phone wait, incompetent lying customer service rep. First they cancel my ATM card, then declare account 'dormant' (whatever that means) and cut off my online access. I called twice, spent an hour each going through the menus and dictating spellings to customer service reps.
They do not keep track of customer calls.
They lie about services. First they said I can fill out "dormancy" form via email, and they'll send it by email. Nothing showed up.
Then they said it'll take 24 to 48 hrs, because HSBC uses some back-office (rear end?) version of email.
Then it turned out they send a paper form and that takes 10 business days.
Then I was told to talk to internet department to restore access to the account online. And, viola!, after spending another half hour of my life talking to more incompetent liars, I was told that I first need to wait for the dormancy form. Which at this rate is likely to arrive about never.
I had some money left over in my checking account, and it's proving very difficult to retrieve them from these thieves.
I'm a bookkeeper for a company that has 21 retail locations. In total we have 25 businesses that have accounts with HSBC and each business has about 3 checking accounts. We're not a small business and the service we get from HSBC is beyond terrible. The relationship manager, Victoria Karamanci totally ignores my calls and e-mails now. They switched from their faulty HSBC Business Banking website to the HSBCNet.com site, which is not user friendly at all and when you call customer service they don't know what they are doing, they give you wrong info and it's a total disaster! Can't wait to switch banks, which will happen soon! We've had it.