hsbc complaint

[dodgykebab]

im currently having a few issues with hsbc. i have recently wrote a letter of complaint to hsbc .this describes by situation and the way ive been treated, sorry if its lengthy...

I would like to express my concern over the way i have been treated while trying to resolve my financial difficulties with my hsbc accounts.


In recent weeks i have been having disscussions with the hsbc financial guidance team regarding my personal loan, credit card, and bank account.

Due to employment i was unable to keep up payments on my personal loan and credit card. At this time i was in constant contact with hsbc.


I then was referred to the financial guidance team where after a few conversations an offer i made was accepted to settle my three accounts with a lump sum a family member had gone out and took a loan out for. This was all arranged by xx.


All i asked for was a letter confirming that hsbc were accepting my offer on the three accounts. I recived a letter but it only stated the money would go towards my personal loan account and there was no mention of my credit card or bank account.


Obviously there were key details missing from the letter i.e. the mention that some of the money would be paying my credit card and overdraft. I then rang the financial guidance team back and requested a new letter to be sent out with i was told would be done straight away.


No letter arrived.


I then recieved a letter saying my loan account had been passed to metropoliton your DCA.


I rang the financial guidance team back concerned over the passing of the debt to the DCA. I was told not to worry about this as it can be recalled.
I was then contacted by xxxx who said it cant be recalled, who was lying to me? and where did i stand?


Then while speaking to xxxx i raised the issue of the letter containtaining missing information where it was discovered the letter that was on the Hsbc system was different to the one i recieved. I was made to feel as i was lying about what was in my letter and that it was impossible for me to have anything different than the one on Hsbcs system.


I was told to send a copy of the letter to the Birmingham office which i did by recorded delivery. The letter was signed for and delivered on the 3/5/11.


I spoke to xxxx on the 4/5/11 and there was no sign of the letter. I was expecting a call on the 5/5/11 from her as i was told it could take a couple of days for the letter to be scanned onto the system. NO phone call.
I will not be ringing them anymore as through all the calls made to them my phone bill has gone through the roof due to the dealings of the financial guidance team.


This situation has been stressfull to myself and more importantly to my family. We saw an end to some of our financial difficulties and its just got worse as ive been made aware my loan account will now be passed to a DCA.


I am disgusted at the way ive been treated , at times to be made a liar and in parts been lied to and told wrong information by Hsbcs collegues.


I look forward to resolution and response to this matter.

[pompeyfaith]

Re: hsbc complaint

Due to employment i was unable to keep up payments on my personal loan and credit card. At this time i was in constant contact with hsbc.

Should that be unemployment?

[Celestine]

Re: hsbc complaint

I then was referred to the financial guidance team where after a few conversations an offer i made was accepted to settle my three accounts with a lump sum a family member had gone out and took a loan out for. This was all arranged by xx.


All i asked for was a letter confirming that hsbc were accepting my offer on the three accounts. I recived a letter but it only stated the money would go towards my personal loan account and there was no mention of my credit card or bank account.

Never deal with such critical negotiations over the phone.
Clearly the person who was dealing with you on the phone was less than honest about what he/she intended to do with your lump sum settlement.

You need to write clarifying your offer is against the 3 accounts. If they do not accept that in...you will need to continue negotiating in writing. (or email)

They have passed part of your debts to a DCA. But continue to deal with your original creditor in writing. That will be the only way you can achieve clarity.

When your creditor realises you have nothing more than this lump sum to offer, they may be more reasonable.

[WendyB]

Re: hsbc complaint

So, what exactly have they done with your lump sum settlement? When did you send the letter to HSBC and which department did you send it to? Have you had any reply as yet?

You will probably need to escalate this as a formal complaint, but when you do that will depend on the responses to the above.

Remember that all their phonecalls are more than likely recorded, so if it comes to it you can send an SAR and request copies of those recordings which you can use as evidence to back up your complaint.
Also, if you do decide to ring them again (which isn't always advisable) then go to http://www.saynoto0870.com and you will probably be able to find a landline number to call them on. You can also set up your own recording of calls, for free. PM Garlok, he's a mine of information about that sort of thing.

[leclerc]

Re: hsbc complaint

I would write a letter so that your receive a written response with all the details of what was agreed, the name of the person you spoke to etc., etc.
I would also mention that you are disappointed that the bank have chosen simply to agree one thing and then backtrack on it. If a DCA does come a hunting then they can go whistle dixie.

[WendyB]

Re: hsbc complaint

Actually, I was wrong, it's The Debt Star who can fill you in about the free recording device.

[dodgykebab]

Re: hsbc complaint

thanks guys. i have already requested the sar so got the month or so to wait. i am also waiting on the results of the investigation of my complaint which i should hopefully have an answer on friday or monday at the latest. its obvious to me that if i had paid this settlement then hsbc had all the intentions in the world to at some point chase the remainder of the debt.

their financial guidance team dont understand why i was requesting the aggrement to be put in writing before i paid up???

ive had metropolitan in contact with me and ive explained the situation and they are happy for my complaint to be investigated first. they are willing to accept less than i originally offered hsbc for my credit card though which i find amusing with what they say a proper aggrement first?

[leclerc]

Re: hsbc complaint

I wanted to add the Metropolitan Debt Collection Agency is actually HSBC DCA in house debt collectors.

[MIKE770]

Re: hsbc complaint

I wanted to add the Metropolitan Debt Collection Agency is actually HSBC DCA in house debt collectors.

So is D.G. Solicitors, HSBC!s in house people.

[dodgykebab]

Re: hsbc complaint

so when they say they cant take the debt back they are lying. i guess theyve had enough of talking to me.

[CleverClogs]

Re: hsbc complaint

I am disgusted at the way ive been treated , at times to be made a liar and in parts been lied to and told wrong information by Hsbcs collegues.

Do try not to take this personally, as such shabby treatment is a service HSBC will gladly extend to their loyal customers.

Indeed, the more loyal a customer has been, the shabbier their treatment is likely to be.

[The Debt Star]

Re: hsbc complaint

I've had a LOT of dealings with HSBC and in particular with regard to a Default they slammed on my wife's credit files after closing her bank account last year. After a war of attrition lasting as long as WWI I totally thrashed 'em with the help of the Financial Ombudsman. Default removed; account reinstated and hundreds in compensation.

I suggest that this really is something that the FOS can help you with; (a) they are treating you unfairly; (b) this is still presumably a question of the mis-handling of your fianncial distress in the way they manage your offer (as it impacts on your ability to settle other debts at a tough time for you personally); and (c) they are failing on every level of customer care in respect of both the Lending Code and the OFT guidelines.

Don't bother with the LSB, they are as useful as a vote for AV.

Wendy refers to a free 'phone recording service. What it actually is an email only service that notifies you by email who has called, when and allows a voice mail service that you can listen to on your computer. There is no actual 'phone line or telephoine required, its 100% email driven. Its also free and you earn money from all those DCA calls in commission (not much I might add, its token commission and not worth getting excited about, but it does leave you with a tingly feeling of goodwill to know the DCAs are giving YOU some of their money!).

Of course if the DCAs don't leave a message then you won't get the message, but you will know who has called you and when.

look for my thread on Flextel and then go onto their website and sign up for a free 0871 number. you will need to download the voice mail messaging software and then pre-record your greeting message.

the only downside is that the Flextel webpage isn't very easy to follow imo and you need to avoid the numbers they are selling (which is most of them but they do havfe free numbers and their contact people respond very well to enquiries).

[CleverClogs]

Re: hsbc complaint

look for my thread on Flextel and then go onto their website and sign up for a free 0871 number.

I looked last night and all the free 0871 numbers seem to have been taken.

[The Debt Star]

Re: hsbc complaint

well, sorry to hear that. Looks like quite a few peeps have finally caught on and flextel have limited the number of their free accounts.

there are accounts that can be purchased.

[MIKE770]

Re: hsbc complaint

well, sorry to hear that. Looks like quite a few peeps have finally caught on and flextel have limited the number of their free accounts.

there are accounts that can be purchased.

And some for around £5.