Shirley Yanez / 27 November 2024 / Categories: City, Services, Product and Brands, Brands, High Street Brands, Corporate Brands, Opinions

HSBC Complaints and Customer Service

Banking

The age-old battle of man versus machine when it comes to customer service in the banking world! Sometimes, you just need a warm, human touch to cut through the cold, robotic barriers that seemingly stand between you and the resolution of your issues.

Recently I had an issue with HSBC, my bank of 20 years and found my self stuck in the labyrinth of an automated phone menu, as my blood pressure was rising with every "Your call is important to us, please hold for the next available representative" message that plays on a loop. I had my handbag snatched with all my details plus my phone, so had nothing with me to identify myself and cancel my cards.

I had no choice but to play the game of "Hang in There" with the hold music, but then, a stroke of genius hits you like a ray of sunshine through the clouds! Why not demand to speak to a real, flesh-and-blood human being who can actually feel your pain and, more importantly, fix your problem?

So, you start pressing 0, the universal code for "I need a human!" But the system, ever the stubborn opponent, keeps redirecting you to the same maze of options. But you're not one to be deterred! You keep pressing, and after what feels like an eternity, you finally hear a faint crack in the digital armour - a real voice, a beacon of hope in the sea of automation.

The human on the other end of the line sounds surprised, as if they've just been roused from a deep slumber by a mythical creature that's not in their training manual. You explain your situation, the frustration in your voice palpable, and they wake up faster than a barista on a Monday morning. They listen, they empathize, and they understand that you're not just another case number - you're a person with a story and a very real need for help.

I wont go into the story of what happened to me because I have already done that on another snoop, this post is about what happens when they finally acknowledge they are in the wrong, in your moment of crisis. I made a serious complaint to HSBC customer services team about what happened to me when my cards were stolen and I needed to cancel my cards. I must admit, the problem was acknowledge and dealt with brilliantly and swiftly. They listened to the call recordings made on the day of the issue and threw themselves on their sword, telling me, what happened to me was appalling and NOT acceptable. They did offer financial compensation for the pain I suffered and I accepted but to me what was more important, was how swiftly my complaint was dealt with and the genuine acknowledgment of error on their part, faced.

The moral of the story? Sometimes, you've got to be a little persistent, a touch creative, and a whole lot determined to get what you need from the banking system. And remember, all calls are recorded, so if you do end up in a David and Goliath situation, you've got the digital equivalent of a time-stamped diary entry to back you up. Keep fighting the good fight, and may your future banking interactions be as smooth as a jazz saxophone solo.