Anybody know any UK contacts in HSBC ATM/Visa dispute dept?

[tubbystu]

As per title really................

I suffered an ATM failure (card in, pin OK, cash requested, card returned, ATM makes grinding and crunching noises, fails to issue cash and goes into out of service mode) at 20:59 on 15th Feb. It was a Barclays ATM and an HSBC card.

I called to report this on 16th Feb, to be told relevant dept only works 8am - 6pm. I called back on 17th Feb during working hours. The call-centre operative took the details and said it would be dealt with and then went on to try and sell me other services.

I have called back today for an update having noticed nothing has been credited to my account, only to be put through from somebody who could say that English was their 1st and natural language to others who could not say the same thing, in firstly the fraud department, and eventually the visa dispute department.

Unsatisfied with their suggestion that my original notofication did not get to the right department because the line was cut I requested to speak to the relevant supervisor.

They now suggest it will take 5 - 7 working days from today to investigate and credit my account if claim is found to be true.

I have been on the phone (mostly on hold) for more than 40 minutes.

I just need to communicate with somebody who understands clear spoken English and is ideally located in the UK to avoid further distortion of voice comms by whatever links they use between here and the Indian sub-continent.

So if anybody has any useful names/e-mail addresses/direct dial numbers etc all greatly received.

I don't need the personal contact details for the Chief Exec, just somebody who can action this and make me feel confident it is being progressed.

Thanks

[tubbystu]

308mate said:

But I digress. OP, are you a Premier customer per chance? Which is your local branch?

Advance customer.

My account branch is Chalfont St Peter, my local branch to work/home Banstead or Reigate.

[tubbystu]

Cleckheatonlock said:

"having noticed nothing has been credited to my account"

Surely this is a non issue until some funds leave your account, as you say you got your card returned as well

The funds were shown as being taken from the account, they have not been shown as credited back.

[tubbystu]

Neil H said:

so I would wait and see if a debit goes out, it probably won't.

It has, that is the problem.

The ATM thinks it issued the money, when it didn't.

It cannot be that hard for the branch that has the ATM to know they are up.

It cannot also be that an uncommon occurence either.

[tubbystu]

Mike Raffone said:

This will be far quicker than waiting for HSBC to do anything, which I will safely assume is sweet feck all.

Update:

Having ensured that the call centre operator marked the file for this dispute with the statement that I was "most dissatisfied" with HSBC regarding their actions and that I had been on the phone being passed from pillar to post for over 40 minutes, I have just received a call from the call centre supervisor's supervisor confirming these notes.

She started by apologising formally on behalf of HSBC, confirming I will receive written details of the investigation and confirming said investigation is progressing but it will now take 21 working days, crediting me with £15 for the 40+ mins spent on the phone yesterday, temporarily refunding the disputed £200.

I guess, for now, I am happier. I might even have won.

I am not out of pocket and we will see what happens.

Thanks for all your helpful and otherwise suggestions.