HSBC - falling apart?

HSBC - falling apart?

Author
Discussion

KAgantua

Original Poster:

3,848 posts

130 months

Monday 7th September 2020
quotequote all
Crikey whats happening at HSBC?, now no longer 24x7 support (Automated systems excepted) disputes team not picking up, main number sat on hold for 15 minutes now.

Are all banks like this these days? Pretty poor really, take it all the DR planning they perform was a waste of time?

Terminator X

14,921 posts

203 months

Monday 7th September 2020
quotequote all
CV19 a good excuse to send everyone home and run a poor service perhaps? It is virtually impossible to get hold of [insert name of random finance company] and has been since CV19 kicked off in March; don't answer emails, same for letters, same for the phone, on hold for an hour then clicks the call off etc.

TX.

CostaBrava1972

149 posts

51 months

Monday 7th September 2020
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HSBC = 'Hong Kong & Shanghai Bank'.

You'll find the clue's in its name.

J8 SVG

1,468 posts

129 months

Monday 7th September 2020
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Took me 45 minutes to speak to someone on their mortgage team who told me they couldn't help me and to try their online mortgage application again despite it not working for me the last 10 attempts

Will not be getting a mortgage through them.

danpalmer1993

507 posts

107 months

Monday 7th September 2020
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We moved house with them supplying the mortgage a few weeks ago and everytime I wanted to speak to them it was a minimum of 45 minutes waiting on the phone, sometimes to then be told that I needed another team and they had a 30 min + wait.

Simpo Two

85,147 posts

264 months

Monday 7th September 2020
quotequote all
Move to their subsidiary First Direct. They always answer in seconds and the person who answers actually has the brains to fix most issues.

Louis Balfour

26,271 posts

221 months

Monday 7th September 2020
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Barclays - or at least Barclaycard are as bad.

I called them yesterday and was put on hold. I forgot that I'd left the phone on speaker. An hour later when I returned I was still on hold.

I think, certainly in the case of Barclays, their Indian call centres are closed and the UK branch staff are covering.

KAgantua

Original Poster:

3,848 posts

130 months

Monday 7th September 2020
quotequote all
Think I need to move TBH. I am a premier customer and to be fair they used to be pretty good.

I dont get banks - I used to work at another bank similar size (Not directly - contractor) and they poured loads of resources and cash into DR testing and contingency planning.

How can they *not* cope or did they just plan for very binary 'single building outage' scenarios?

I dont get how a move to a WFH scenario for Customer facing staff can be such a problem in the 21st centrury?

NickCQ

5,392 posts

95 months

Monday 7th September 2020
quotequote all
They almost screwed up my house sale a few weeks ago by failing to produce a completion statement on time.
In the end we completed on the Friday but the money sat in escrow with my solicitors until they could finally repay the mortgage on Tuesday eek

outnumbered

4,067 posts

233 months

Monday 7th September 2020
quotequote all

A relative is having an absolute nightmare with HSBC at the moment.

His current account has been locked by some automatic anti-fraud algorithm, and they are unable to unlock it. He was told by the anti-fraud team to go and visit a branch and get them to call the anti-fraud team to prove his identity, but the person in the branch wouldn't help as they were "too busy". It also takes ages to get through each time he has to call them. So he's extremely unhappy with them.

RSTurboPaul

10,219 posts

257 months

Monday 7th September 2020
quotequote all
Simpo Two said:
Move to their subsidiary First Direct. They always answer in seconds and the person who answers actually has the brains to fix most issues.
FD harvest your voice recognition data, which some people do not like.

Simpo Two

85,147 posts

264 months

Monday 7th September 2020
quotequote all
RSTurboPaul said:
FD harvest your voice recognition data, which some people do not like.
Doesn't bother me, it saves security questions. Most things you say on business lines are recorded anyway so pretty much everybody's voice is stored somewhere.

Maybe they have an option to stick with security questions for those unhappy with their voice?

RSTurboPaul

10,219 posts

257 months

Monday 7th September 2020
quotequote all
Simpo Two said:
RSTurboPaul said:
FD harvest your voice recognition data, which some people do not like.
Doesn't bother me, it saves security questions. Most things you say on business lines are recorded anyway so pretty much everybody's voice is stored somewhere.

Maybe they have an option to stick with security questions for those unhappy with their voice?
You trust a bank based in China to do what they say they are doing? lol

deckster

9,630 posts

254 months

Monday 7th September 2020
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RSTurboPaul said:
You trust a bank based in China to do what they say they are doing? lol
HSBC global head office is in London, HSBC UK is a very separate entity to HSBC China, and almost all the board & senior management are Westerners. But don't let that stop you.

Kent Border Kenny

2,219 posts

59 months

Monday 7th September 2020
quotequote all
RSTurboPaul said:
You trust a bank based in China to do what they say they are doing? lol
They are based in Canada Square, Canary Wharf. Right opposite my flat, as it happens.

Simpo Two

85,147 posts

264 months

Monday 7th September 2020
quotequote all
RSTurboPaul said:
You trust a bank based in China to do what they say they are doing? lol
It's worked perfectly for me for 20 years, hence I took the trouble to recommend it.

What bank are you going to take the trouble to recommend?

RSTurboPaul

10,219 posts

257 months

Monday 7th September 2020
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A recommendation would need to take on board what the OP wants out of a bank.

anxious_ant

2,626 posts

78 months

Monday 7th September 2020
quotequote all
J8 SVG said:
Took me 45 minutes to speak to someone on their mortgage team who told me they couldn't help me and to try their online mortgage application again despite it not working for me the last 10 attempts

Will not be getting a mortgage through them.
I had horreoundous experience with their mortgage application as well.
It's the lowest rate I can find but not worth the aggro. You may find that your credit rating was affected as well.
I went with Santander instead which was much better.

AceOfHearts

5,818 posts

190 months

Tuesday 8th September 2020
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Slightly worried about this as last week I put a mortgage application through to them, hopefully they don't cause any problems!

Louis Balfour

26,271 posts

221 months

Tuesday 8th September 2020
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We are becoming annoyed with a number of them. HSBC, Nat West, Barclays. We have previously binned Yorkshire Bank and CoOp.

I am not sure where to go in order to go for decent service and low risk.

We've discounted Handelsbanken because they are like the local golf club.

Any others worth considering?