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.
I got an unexpected problem. It happened in Indonesia, my home country. My Wallet was stolen. One of the lost things inside my wallet is my HSBC Credit Card.
When I realized my wallet was stolen, I was starting to call my sister to pick me from train station and called HSBC customer center to freeze my credit card account.
Apparently, the thief has used my HSBC Credit card to purchase some goods such as television, shoes, etc. amounted around USD 1000
I have repeatedly called HSBC to explain that those transaction are illegal do not have my authorization. I enclosed a statement letter from Police Department on my objection letters to HSBC but it seems HSBC does not take account about it. On its reply, HSBC said that the credit card holder must responsible even for illegal transaction that the credit card holder does not authorize.
I am, as a victim of theft and identity forgery, seeking for justice, feeling of secure in using credit card which I feel I cannot get it now. HSBC seems just thinking of profit and does not care to credit card holder. Moreover, the Marketing staff of HSBC even offered me cash facilities and some merchant discounts. Not only that, HSBC also texting me with some merchant discounts even though I have dispute on unauthorized use of my HSBC credit card.
The similar situation does not happen in United States where the Government has rules to protect its citizen from being overly charged as a victim of identity theft. Limits on Financial Losses from Identity Theft according to FTC rules is USD 50, as I quote: â??Your liability for unauthorized use of your credit card is limited to $50. If you report the loss to the credit card company before your credit card is used, you are not responsible for any unauthorized use.â??
I am hoping someone suggest me what I should do.
I have been with this bank for 15 years! Longest relationship ever of any kind surely for me. Their customer service and nickle and diming has gotten so bad for an average Joe like myself that after 15 years I have decided to take my business elsewhere. Not to mention their online banking is the WORST! why does it take days to update an account? The nail in the coffin came for me when I deposited another bank issued check into my account and it took HSBC 10+ days to clear. It was not a personal check mind you, it was a check from another reputable bank. So needless to say my account got over drafted and the fees that came with it. Apparently that's the "norm" when i called to see if i could get all my over draft fees down and of course the answer was a no. This bank is definitely not for an average American with an average paycheck. Use to be a great bank with nice perks like no overdraft fee if you qualified for their select credit line so long you paid it off before the cycle ended. Well. Good bye HSBC.