HSBC call centre oh dear!

etccarmageddon · 21-04-2006, 17:08

I have an HSBC credit card and have set up a direct debit - I noticed my card number reference 5434 nnnn nnnn nnnn on my card is different to the one showing on my home banking so I rang their call centre today. The call went like this:-

I would like to speak to someone about the direct debit on my bank account for the credit card

"ok, can I just put you on hold.... 3 mins later - hello mr xxxx I will send you a direct debit mandate so you can set this up for your credit card"

why are you doing that?

"because you dont have a bank account with us - so you will need a direct debit mandate"

I dont want one, why would I want one?

"ok, would you like to open an account with us?"

no, I want to speak to someone about the direct debit that already exists on my account.

"I can send you one"

I would like to speak to someone about the direct debit already on my account as I have a concern regarding it when I look at my bank account

"are you looking at it now?"

yes I am

"browsing the HSBC web site"

no, I am looking at my home banking and the reference number on it differs from my credit card

"that's your bank account and sort code"

can you see a reference field?

"yes, it's (she reads out my sort code)"

no, can you see a reference field?

"again reads out bank account number"

ok, can you see this number 5434 nnnn nnnn nnnn - why is that different to my card number?

"that's our own internal system number which is always different to your card number"

erm ok, do you record calls?

"yes"

good and what is your name

"(strange name) and I'm in the pylapeens call centre"

thank you.

Shaun · 21-04-2006, 17:14

Their UK ones aren't much better mate.

Saying that I've not come accross a UK bank that has a good call centre set-up.

I wasn't that confident in the Natwest set-up when I worked there but it's was a million times better than what I've come accross since I left!

etccarmageddon · 21-04-2006, 17:14

I have dug around for a complaints number - I had to ring the new accounts line and they gave me this number - 0800 881155 - sadly the complains office isn't open right now.

Xaccers · 21-04-2006, 17:17

I needed to change my address to Leighton Buzzard, Bedfordshire, and used the phone in the MK branch as the queues to see someone were too long.
The woman I spoke with insisted on inserting London into my address willy nilly and it took about 30 minutes to convince her that London should not appear in my address.

etccarmageddon · 21-04-2006, 17:19

what a farce!

Neil · 21-04-2006, 17:20

Quote:

Originally Posted by Shaun

Their UK ones aren't much better mate.

Saying that I've not come accross a UK bank that has a good call centre set-up.

Then you obviously haven't ever dealt with First Direct.

Florence · 21-04-2006, 18:19

Quote:

Originally Posted by Neil

Then you obviously haven't ever dealt with First Direct.

oh yes I have... maybe we need a thread that rates callcentres so those who use them can review their banks call centre.

---------- Post added at 19:19 ---------- Previous post was at 18:55 ----------

Quote:

Originally Posted by Neil

Then you obviously haven't ever dealt with First Direct.

oh yes I have... maybe we need a thread that rates callcentres so those who use them can review their banks call centre.

Shaun · 22-04-2006, 13:09

Quote:

Originally Posted by Neil

Then you obviously haven't ever dealt with First Direct.

No, was under the impression they were run from the same call centre as the normal HSBC service, both seem to be in Scotland.

**Russ** · 22-04-2006, 13:42

HSBC's Indian callcentre is rubbish anyway. The day I called them to report an authorised transaction on my debit card only told be told by the idiot on the phone that "I am sorry Mr Russ but I am not sure of UK law so I am not able to report it as a fraudulent transaction" was the day I closed my account and moved to Nationwide and their UK callcentres.

cnewton2k · 23-04-2006, 12:03

Quote:

Originally Posted by Shaun

No, was under the impression they were run from the same call centre as the normal HSBC service, both seem to be in Scotland.

The first direct call centre is based in Leeds, fantastic customer service, poss the best in the country

**Stuart** · 23-04-2006, 12:35

They sound as good as the call centre that Abbey National use for their direct saver accounts.

My mum had an account there. When she died, I was going through the finances, and had requested up to date statements for all her accounts. When I got to the Direct Saver account, I noticed a large withdrawal that had (apparently) been made after she died.

So, I went into my local branch and asked them about it. They said they couldn't deal with it as it was a direct saver account. I would need to phone.

So, I did. The frankly very rude indian man on the other end of the line said that he couldn't deal with it, and I would need to go to my local branch. I said that they couldn't deal with it, and he said he couldn't.

After a short conversation during which I asked what exactly I was supposed to do if I believed someone had fradulently withdrawn money from my dead mother's account (which *should* have been frozen, as the Abbey had been notified of my mother's death). He hung up.

Then I went into my local branch, talked to a supervisor, who phoned someone else, and checked what had happened. What had actually happened is that the statement I had didn't include the year, and my mum had withdrawn the money before she died.

Tuftus · 23-04-2006, 14:56

Quote:

Originally Posted by Russ D

HSBC's Indian callcentre is rubbish anyway. The day I called them to report an authorised transaction on my debit card only told be told by the idiot on the phone that "I am sorry Mr Russ but I am not sure of UK law so I am not able to report it as a fraudulent transaction" was the day I closed my account and moved to Nationwide and their UK callcentres.

Who whenever I call them tell me i need to go to a branch to do stuff, allthough thier online banking seems to be pretty good though.

Druchii · 23-04-2006, 14:57

Quote:

Originally Posted by Tuftus

Who whenever I call them tell me i need to go to a branch to do stuff, allthough thier online banking seems to be pretty good though.

Have to agree here, if you want anything doing go in branch. Helps alot, and of course you deal with real people, not call centre zombies...

The online banking is great too