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

[Ozone]

Can you give me the pin number, card number, the 3 digit security number on the back of the card and your mothers maiden name and i'll see what i can do for you

[Petrolhead_Rich]

Have you tried going to your local branch and discussing with them that you are struggling to resolve the issue, ask them to make a call on your behalf?

Are you contacting HSBC or Barclays? Perhaps try both to see if you can get one to poke the other strategically??

Failing that the e-mail address, phone number, Date of birth and home address plus copy of CV of the head of various departments will no doubt shortly appear on this thread!!!

[jagracer]

Try the complaints email address on the HSBC website. It's worked for me in the past although it can take a day or two to get a reply but they seem to work in London and not the Indian call centres.

[Mike Raffone]

Going into an HSBC branch asking for advice is like going into a YMCA bar asking where the strippers are.

The entire bank, especially the branches and all telephone-based support are utterly, totally and completely fking useless.

I hate, with a great deal of passion and experience that this pathetic, worthless, faceless fking incompetent mismanaged and absurd bank is a disgrace to the system, a disgrace to our intelligence and a disgrace to itself.

OP, close your account and move elsewhere.

The customer experience at other banks will be an absolute life changing experience after spending so long dealing with those s at HSBC.

Back on topic, I used to try and obtain results from:

The Manager Service Quality Team
HSBC Bank plc
Arlington Business Centre
MIllshaw Park Lane
Leeds
LS11 0PP

[e-mail]


Don't hold your breath for a resolution, your case is being passed around from team to team.
Expect another good 2-3 hours listening to their st hold music whilst trying to understand very poor and broken english.

Also worth pointing out, they will NEVER - under any circumstances, deviate from their given script.

[308mate]

Mike Raffone said:

Going into an HSBC branch asking for advice is like going into a YMCA bar asking where the strippers are.

The entire bank, especially the branches and all telephone-based support are utterly, totally and completely fking useless.

I hate, with a great deal of passion and experience that this pathetic, worthless, faceless fking incompetent mismanaged and absurd bank is a disgrace to the system, a disgrace to our intelligence and a disgrace to itself.

OP, close your account and move elsewhere.

The customer experience at other banks will be an absolute life changing experience after spending so long dealing with those s at HSBC.

Back on topic, I used to try and obtain results from:

The Manager Service Quality Team
HSBC Bank plc
Arlington Business Centre
MIllshaw Park Lane
Leeds
LS11 0PP

[e-mail]


Don't hold your breath for a resolution, your case is being passed around from team to team.
Expect another good 2-3 hours listening to their st hold music whilst trying to understand very poor and broken english.

Also worth pointing out, they will NEVER - under any circumstances, deviate from their given script.

Thats not really true. Not all of it anyway. However you may not be surprised to learn that they have a fast-track to management program for people who were previously Managers of clothing retail shops and the like. Thats right, you go to talk to your bank manager about your finances who was in fact making sure the shelves at Top Shop were properly stacked with skinny jeans, only 6 weeks before.

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

[Petrolhead_Rich]

Mike Raffone said:

Bad things about HSBC.

I moved to HSBC from (Name Omitted - See Footnote) because of ste customer relations and service (things like not being able to pay a cheque into one of my accounts, charging me £30, then £30 for the £30 charge they didnt tell me about, then £30 for that £30 charge etc etc.

Branch staff rude and telephone help ste, problems with cards not working, etc etc etc

So far I have found HSBC to be very useful, much better with bank charges, better online banking system, helpful branch staff and helpful call centers, replacing cards at the slightest hint of a problem etc etc

But then I'm certain that all banks have good and bad stories of customer service

Almost forgot about the naming and shaming rules, if it really bothers you, the bank shares it's name with a town in the north of england (West Yorkshire) and were utterly useless!

[Engineer1]

HSBC seem to like simple transactions anything out of the ordinary and they cause problems due to haveing virtually no real bank staff in any branch.

[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.

[Cleckheatonlock]

"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

[10 Pence Short]

tubbystu said:

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.

Chalfont sounds nice, but you don't have to call 308mate 'St. Peter', it's not as if he controls the gates of heaven or nuffink.

[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.

[Cleckheatonlock]

tubbystu said:

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.

Oh ok, my mistake, I apologise. Always get debited and credited mixed up

That will be why my bank balance is such a mess

[The Ferret]

Mike Raffone said:

Going into an HSBC branch asking for advice is like going into a YMCA bar asking where the strippers are.

The entire bank, especially the branches and all telephone-based support are utterly, totally and completely fking useless.

I hate, with a great deal of passion and experience that this pathetic, worthless, faceless fking incompetent mismanaged and absurd bank is a disgrace to the system, a disgrace to our intelligence and a disgrace to itself.

OP, close your account and move elsewhere.

Probably the most accurate description of this bank that I've ever seen. I've had the pleasure of their service for 10 years now. Started off with all my finances with them but as things got more complicated I've gradually had to move everything away (when I say more complicated I mean simple stuff like setting up stocks and shares ISA's).

Anything but simple online banking where you do the donkey work seems alien to their staff, so I rate your chances of getting it resolved pretty low.

Not sure how much cash we are talking here, but the time it will take you to resolve it will be huge.

[Reardy Mister]

tubbystu said:

Advance customer.

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

Ah. Took a chance there but can't help you then I'm afraid.

[Neil H]

This happened to me but with Abbey. I didn't faff about phoning people, I went to the branch first thing the next morning and told them I wanted my card back - they went and got it out of the machine and handed it over. Though I hadn't actually got to the stage of requesting money.

ETA: just noticed you got your card back, so I would wait and see if a debit goes out, it probably won't.

Edited by Neil H on Wednesday 23 February 16:57

[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.

[Xenocide]

I've just closed my HSBC accounts. Worthless feckwits.

[CobolMan]

Was it at a Barclays branch? If so, I would go in, explain what happened and ask them to check on whether the ATM failure was escalated. What will complicate matters is that you're dealing with two banks and probably LINK too so don't be surprised if it takes a few days to resolve. Just keep on plugging away at HSBC - threatening to go to the press works as does a letter to the CEO....

[Mike Raffone]

308mate said:

However you may not be surprised to learn that they have a fast-track to management program for people who were previously Managers of clothing retail shops and the like. Thats right, you go to talk to your bank manager about your finances who was in fact making sure the shelves at Top Shop were properly stacked with skinny jeans, only 6 weeks before.

Nail on Head fella: The staff do not know how to operate a financial institution. When speaking with their staff and trying to find a resolution, I continued to receive the "deer in headlights" facial expression.
Sure, some of them were polite - not the sheffield lot, no no. They were bloody useless. But, the folks in Nottingham high street.
However, I don't care for politeness when it revolves around "Sorry?/ Excuse me?/ I'm not certain?/ I will try and find out blah blah blah."

I will never use them again and shall always discourage others from using them.

OP, with this being a Barclays machine it really should be resolved by those.
You can go into the branch and state two cases:

-The ATM count will be high.
-The ATM ought to have logged the crash.

If time allows; request both of these from the branch (on headed paper,) and then notify HSBC via scanned copies.
You can relate your transaction with the logged ATM crash, along with the ATMs total count difference with your ATM request.

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