Yesterday I got a message to please contact the HSBC call center which I guessed had to be over the outstanding amount on my credit card. I kept the small amount open with the hope I was going to get another credit card and since the bank account is now closed there is no point.
When HSBC was messing about sending cheques which I have never received even though it was cancelled roughly 1 month after it was sent. The bank thankfully did a transfer of my funds to my new Revolut bank account. The instructions I received was that they would pay the credit card outstanding amount in full and send me the remaining balance. This I was happy with yet they failed to pay the credit card which is just another step I have to do. They are just so incompetent it beggars belief how they have any customers.
I phoned the call center like I was asked to do and verified myself through the "my voice is my password" security process and all was good until there was human intervention. I spoke with the first gentleman who wanted to check why I had been asked to phone in and could find no information on file.
I explained what I thought it might be and he transferred me to a lady dealing with credit cards. I had to tell her and explain the problem and that I would like to make a payment settling the entire balance. I just needed the information on how to do this plus I also needed the total balance that needed paying. This is not obvious as I can no longer log in and see the balance and do not want to over pay or under pay.
This lady called Angie then asked me to do a security question clearance such as date of birth and your full postal address. This I failed so it tells me they have not updated their system with the address part and she can no longer talk to me. The idiocrasy is I am verified getting through one section of the call center and then blocked when through to another.
How bad is their set up that this is even possible and the call center experience is beyond shocking. Luckily I have been avoiding the call center going through another lady working in the CEO's team who handle the escalated complaints department and let her know what was taking place. She apologized again for the call center and explained what I needed to do and supplied the outstanding credit card balance.
We did a test run this morning and once cleared having gone through will do the remainder in the coming days and then I am finally free of dealing with idiots. This I found hard to fathom that here is a client that is trying to pay your company money and you say you cannot speak to him even though he would have had to pass security checks to land up on your desk. At least they had the voice is your password active which I registered with years ago because without this I could not speak to anyone. They normally ask you for your account number and now that mine is closed I could not get past the automated check in which happened a few months ago and what I found infuriating and frustrating.
Over the next few days I will finally be rid of this bank and it could not happen soon enough. They have some very good staff if you are lucky enough to find them and unfortunately the outsourced call center in some foreign land is not fit for purpose.