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Thursday, 31 July 2014

Saturday, 8 March 2014

Deluge of letters from HSBC

A few days ago I went to my local branch of HSBC to ask if they could send me PDFs of my past statements, since they withdrew my on-line banking facilities before I could finish downloading them.

The staff member told me that they couldn't send me PDFs, but they would put them in the post.

Which century are we in, remind me?

This morning, I received a deluge of seventeen letters from HSBC containing the statements I'd ordered.

I sure am glad I changed banks.



Friday, 21 February 2014

End of the road: reply from the Financial Ombudsman


Dear Mr Roberts

…Based on the information provided, I can see that HSBC has made a commercial decision to close your accounts in line with the terms and conditions of the account. I can understand that after being a customer for a long time, you would be disappointed to find this out. While I do appreciate that this distress was genuine, this was not ultimately caused by the bank making an error… I appreciate that it did not give a reason and I understand that this is inherently unsatisfactory for you, but HSBC is not obliged to give a reason, and our service cannot require it to do so…

Yours Sincerely

Scott Walker

Adjudicator

Thursday, 6 February 2014

HSBC and the Financial Ombudsman

A phone call from the Financial Ombudsman this morning, in response to the complaint I filed with them. Wanted to establish contact and find out more details about my case. He's going to contact HSBC and get back to me.

Wednesday, 22 January 2014

Reply from Sarah Newton MP

Dear Mr Roberts

I have now heard back from the Area Director of HSBC in reply to my recent letter on your behalf. While I understand that this will be disappointing for you, HSBC state that they have followed their processes correctly, and because of this their decision is final and not reversible.

Yours Sincerely

Mrs Sarah Newton MP

Friday, 3 January 2014

Radio 4 MoneyBox - what happened?

All of you who listened into MoneyBox last Saturday deserve an explanation about why you didn't hear my interview.

I just phoned Lesley McAlpine, the program producer. She said they had to edit me out because they had too much material, and apologised for not informing me beforehand.

So MoneyBox drop people without warning or explanation: Just like HSBC.

Friday, 27 December 2013

Interview on Radio 4 Moneybox

Don't forget to tune into Radio 4 Money box tomorrow (Saturday 28 December) at noon to hear my interview about HSBC's decision to close my accounts without explanation.

Tuesday, 24 December 2013

HSBC's incompetent customer service

Today I received a letter from HSBC about the transfer of my account to NatWest. Most of it is just blurb selfishly protecting themselves from the possibility of me leaving a red balance when I exit. But then the letter ends with this astonishing statement:

"...We are sorry you have chosen to move your account. If we can help you with any future banking or financial needs, please do not hesitate to call us. Yours sincerely etc."

??!!, I mean, ??!! 

Let's make this clear, HSBC: I did not choose to move my account, you chose to close it. This letter is final proof that you do not know the meaning of personalised customer service. If you did, you wouldn't have sent it to an angry blogger. 

I won't be calling you because you are definitely not the kind of bank I want to do business with.


Tuesday, 17 December 2013

Today's mixed messages from HSBC


Just got this letter from HSBC this morning, so I thought I'd have some fun with it.

Subject:We've got you covered

Well, yes, that's one way of putting it.
Date:15 Dec 2013
Message:
We understand how busy things can be at this time of year. So we thought we'd remind you of a couple of ways you can keep in touch with your HSBC accounts whenever it suits you.
Really? OK: it suits me to keep in touch with my HSBC accounts after 20 January when you are going to close them.
Our friendly Telephone Banking team are available on 08457 404 404* to help with a range of requests - from bill payments and transfers, to general questions - between 8am and 10pm every day, except for Christmas Day, Boxing Day and New Year's Day.
That's nice, but the range of questions your friendly team are prepared to answer doesn't include why you are going to close my accounts without explanation.
We also have a 24-hour automated helpline, which is available throughout the festive period, so you can make transfers, pay bills and check your account whenever you like. Set up your details today by calling 08457 400 004*.
Why would I set up the details today when you're going to close my accounts in 33 days time?

Best wishes for the festive season, from all at HSBC
Errr, let me get this right, HSBC is sending me best wishes? How confusing is that?!

Monday, 16 December 2013

Interview with BBC Radio 4 Money Box

Today I was interviewed by the presenters of BBC Radio 4 Money Box, Paul Lewis and Lesley McAlpine, about HSBC's decision to close my accounts with no explanation.

Before the interview, Lesley McAlpine wrote to me: "I have just received a statement from HSBC on your case... they say precisely nothing. Which proves your point."

The program will be broadcast on BBC Radio 4 on Saturday 28 December at 12 noon, and will also be available as a podcast.

Listen in!

Saturday, 14 December 2013

My MP's letter to HSBC

House of Commons, 13 December 2013

Mr Stuart Gulliver
Group Chief Executive
HSBC, 8 Canada Square
London E14 5HQ

Dear Mr Gulliver

I am writing on behalf of my constituent, Mr Roberts.

As you can see from the enclosed correspondence, Mr Roberts is concerned by the recent decision to close the account he held at HSBC.

I would be most grateful for your clarification regarding the closures, assurance that Mr Roberts' concerns have been fully considered, and for your comments on the case.

Thank you for your assistance in this matter, I look forward to your response.

Yours sincerely

Mrs Sarah Newton MP