HSBC Cheltenham

[Cheltenham Shrimper]

Today I experienced the worst customer service ever given to me. I walk into HSBC in Cheltenham and wanted to see someone about closing my account. They write my name down an tell me to take a seat....10 mins later, one of the managers took me upstairs, asked me why I was closing the account etc etc and then said that they have much better service than any other bank etc. He then said he'd get someone to see me.....40 mins later one guy asks me am I being served and I said I dont think so. He gives me a blank look, and I said 'I've been in this bank for the past 50 mins, and no one is looking after me.'

At this point, I was a bit cheesed off. Someone in the end saw me and the whole process of closing my account took less than 10 mins. Basically, I was very ****ed off as I had other things to do by half 4. I dont think i'll be going back to that place in a long time. Not Cheltenham, HSBC.

Have you had similar problems to me in a bank?

 

[Crabby Shrimper]

I've done "mystery shops" before in both Barclays, and Lloyds, and tbh every time I've been seen quickly, treated well, and even if i've aited for 5 minutes received an apology. Sounds like you got unlucky there

 

[Mr. Benedict]

Never been left waiting like that, but I do get fed up with Lloyds asking me to do an 'account review' (aka their chance to try and sell me some other service) every time I go in to pay a bill or deposit some cash. How many times do you have to say no to these people?!?

 

[J]

You should bank with RBS and the Natwest group darlin'... there is another way you know.

 

[Southend_Lady]

HSBC is without a doubt the most hated organisation by myself. I have had a lot of problems with them, esp since I claimed back my bank charges, I sent them the following email through my Internet Banking Page last week, needless to say I am yet to receive a reply!


I have just called your customer service number to enquire about extending my overdraft from £50 to £150 and have been told that it will cost me £25. When I was initially given the £50 overdraft I was not aware it would cost me £25 if I wanted to increase it again in the next 6 month. If I had been told that I would most likley have set it at a higher amount in the first place.

I am finding that your charges are starting to creep on to my account left right and centre. Every time I try to change something on my account I find that there is a charge for this or for that. I am fed up with these money making schemes. Its unfortunate for all the bigwigs at HSBC that people have been claiming their overdraft charges back, their christmas bonuses must have dwindled thanks to all these money hungry customers. So as a result we all seem to be having these charges slapped on to our accounts.

I am furious that once again, just when I think I can rely on the bank that I have held an account with for 5 years, to meet my borrowing needs, albeit very small, I have been failed yet again by demands of money.

All HSBC seem interested in thesedays is taking as much money from the customer as possible. I cannot remember the last time I was called up to see if there was anything that could be done to help me out with anything....in fact not once do I recall such a time. You seem to have massive interest rates on loans and credit cards which is precisely why I cleared up my loan with another from a lender that saved me £1600.

I have stayed with HSBC up until now merely due to sheer convenience and the hassle of moving banks. I am now seriously considering taking out an account elsewhere with call centres that have people capable of speaking a decent level of English and one that will not be charging me for everything they possibly can. Its only a matter of time before you start charging me for my own oxygen.

A very dissatisfied customer.

 

[Pubey]

is that true about cost 25quid to increase an overdraft within 6months? bugger

 

[Southend_Lady]

is that true about cost 25quid to increase an overdraft within 6months? bugger

Yeah they called me out of the blue once to ask if I wanted an overdraft and I said yes but just £50 please. They had previously tried tp chrage me £25 before so I made sure that this was not the case and she assured me it wouldnt be charged, and it wasnt. But when I wanted to up my overdraft a few months later I was told it would costs me £25! What I didnt understand was the fact I was already paying interest on the money that I borrowed. Do you think they could give me an actual reason for the £25 charge? No, nothing even close to an answer!

 

[Pubey]

damn.. i was hoping to increase my overdraft again but might skip it if it's going to cost 25quid

 

[Southend_Lady]

damn.. i was hoping to increase my overdraft again but might skip it if it's going to cost 25quid

Well you may aswell try it. I find that their policies seem to change from one week to the next. It just depends who you get on the other end of the phone, I swear each employee in them call centres has their own set of rules!

 

[Napster]

the less I talk about RBS I happier I am. Incompetent fools.

:mad:

 

[Cheltenham Shrimper]

I'm with Halifax properly. The staff in Cheltenham would bend over backwards for you, unlike the staff in the Basildon branch, who really couldnt give a monkeys. Then I did go to college with one dozy bint who works in there.

 

[davewebbsbrain]

HSBC are pants.. 1 counter to serve hundreds of customers, but loads of little cubby holes where snooty customer services reps sit and tell you to get in the queue, whatever question you ask them.

To$$ers

 

[Reg Martin]

I used to be driven mad by my local branch of NatWest - whenever I went in there on a lunchtime to join the lengthy queues I used to be passed by the bank employees heading in the opposite direction to go on their lunch breaks.

I wouldn't bank with any of the big 4 banks now (I think HSBC are still one of these) as current account interest rate is non-existent ie 0.1%. Some of the former Building Societies pay between 5% and 8% - though unfortunately customer service isn't always any better.

 

[Groyne Strain]

I'm with Halifax properly. The staff in Cheltenham would bend over backwards for you

If the women in there are fit, it might be worth us paying a visit when we play Cheltenham and Bristol Rovers if they'll do that for us. Then again, they don't even need to be fit as they'll be bent backwards so you won't see their face.

I gather the Basildon branch did their customer service training at a local Tesco store. If they're anything like the garage girls I share your frustration Hils.

 

[Ron Manager]

If as a customer you had that experience in one of the three branches (not HSBC I hasten to add) that I am responsible for then I would have given the staff responsible a right rollocking.

Customer service in the major banks can be totally shocking, they all have their moments to tell the truth, and it is very wrong.

As you were closing your account you may not be too bothered about pursuing it further, but if you have time you should fire off a letter of complaint. They are obliged to provide a response and if you don't tell people about bad service they will never change.

 

[Cheltenham Shrimper]

I gather the Basildon branch did their customer service training at a local Tesco store. If they're anything like the garage girls I share your frustration Hils.

Lol!

:hilarious: I'll tell them that next time I go in there, which'll probably be tommoz afternoon. I do occasionally get called a slut or a bitch by one of them though when she serves me. Top quality service in there :D

 

[Cheltenham Shrimper]

If as a customer you had that experience in one of the three branches (not HSBC I hasten to add) that I am responsible for then I would have given the staff responsible a right rollocking.

Customer service in the major banks can be totally shocking, they all have their moments to tell the truth, and it is very wrong.

As you were closing your account you may not be too bothered about pursuing it further, but if you have time you should fire off a letter of complaint. They are obliged to provide a response and if you don't tell people about bad service they will never change.

I'll definately do that tommorow I think. I was just shocked with the way they treated me. Another guy was in the same position. After about 30 mins, he buggered off.

 

[Southend_Lady]

HSBC is without a doubt the most hated organisation by myself. I have had a lot of problems with them, esp since I claimed back my bank charges, I sent them the following email through my Internet Banking Page last week, needless to say I am yet to receive a reply!


I have just called your customer service number to enquire about extending my overdraft from £50 to £150 and have been told that it will cost me £25. When I was initially given the £50 overdraft I was not aware it would cost me £25 if I wanted to increase it again in the next 6 month. If I had been told that I would most likley have set it at a higher amount in the first place.

I am finding that your charges are starting to creep on to my account left right and centre. Every time I try to change something on my account I find that there is a charge for this or for that. I am fed up with these money making schemes. Its unfortunate for all the bigwigs at HSBC that people have been claiming their overdraft charges back, their christmas bonuses must have dwindled thanks to all these money hungry customers. So as a result we all seem to be having these charges slapped on to our accounts.

I am furious that once again, just when I think I can rely on the bank that I have held an account with for 5 years, to meet my borrowing needs, albeit very small, I have been failed yet again by demands of money.

All HSBC seem interested in thesedays is taking as much money from the customer as possible. I cannot remember the last time I was called up to see if there was anything that could be done to help me out with anything....in fact not once do I recall such a time. You seem to have massive interest rates on loans and credit cards which is precisely why I cleared up my loan with another from a lender that saved me £1600.

I have stayed with HSBC up until now merely due to sheer convenience and the hassle of moving banks. I am now seriously considering taking out an account elsewhere with call centres that have people capable of speaking a decent level of English and one that will not be charging me for everything they possibly can. Its only a matter of time before you start charging me for my own oxygen.

A very dissatisfied customer.

I have just logged on to see that I have a reply from these beasts!!


Dear Miss Woolf

Thank you for your e-message dated 17 July 2007.

Whilst I do appreciate your comments on this matter, please be advised that customers can request overdrafts formally or informally.
We may charge an Arrangement Fee for agreeing to overdraft requests. This is a service fee for considering the overdraft request and providing customers with an overdraft.
Customers will only be charged an arrangement fee for each overdraft request we agree to if we have already agreed to another overdraft request from them in the last 6 charging months.

As such we believe it is legal, fair, reasonable, and transparent.

This was explained to you in the revised terms and conditions that were mailed to all of our customers between mid September and end of October 2006.

Yours sincerely

Heidi Daniels
Manager Customer Credit Services

**************************
So I then sent them a reply back!


First I must thank you for the quick reply to my message, although I will say that I am not happy with what I received and your message did not "clarify matters". It was the same jargon I get read out to me on the phone "terms and conditions", "we have the right to do..." etc etc. Customers just dont want to hear that Im afraid.

I am aware of the fact that you are charging me an arrangment fee for the overdraft, in fact it doesnt surprise me for the sheer fact that at HSBC you slap charges on just about everything. However, while you may deem that it is "legal, fair, reasonable, and transparent" - I in fact believe that it is a money making scheme.

I have had an overdraft arrangement on my account for the last 2 years up until a month ago and I had never experienced such a charge for increasing my overdraft. Correct me if I am wrong but I already pay HSBC interest on the money I borrow (my overdraft). So why is it necessary to add yet another charge on to it? I can only assume that it is to make up for the money lost on people rightly claiming back their extortionate bank charges, why else would this suddenly have been imposed since this? Seems like a huge coincidence to me.

To HSBC £25 is a measly amount, the bigwigs at HSBC probably eat more expensive pork pies than that - but to me and a lot of other people it is a lot of money especially when it is not justified. If I was told EXACTLY what that £25 went towards then I would some way towards happiness. I suspect it will be explained as "labour and admin costs" - if so then I suggest you get some new labour in at a cheaper price, at £25 to click a button you are obviously employing top meat, so there is a cost cutting idea right there.

The thing that bothered me the most about the reply was that not once was there any concern over the fact that I may decide to move to another bank. Now I realise that I am probably not the easiest of customers to deal with, but I am still that - a customer and I do not expect to be paying through the nose for things that cannot be justified.

I do not expect this charged to be waived as I accept that it is your policy on overdrafts at HSBC, I just wanted to opporunity to voice my opinion as I am sure that you appreciate feedback, even the negative kind.

Yours sincerely,
Samantha Woolf

 

[Pubey]

the bigwigs at HSBC probably eat more expensive pork pies than that

hahahahahaa:finger:

 

[RobM]

HSBC announce a new counter staffing and opening times policy.

"We will only open when you can't get here. At slack times, 1/2 of counters will be open and at busy times 1/4 will be open. If queues at busy times get long, we will close another one."

Allegedly.