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Horrible customer service and a buggy system
I've been on the phone for at least 3 hours today over multiple calls trying to just set up an account. Apparently a fault in the system occurred and my registration didn't work properly. I've been transferred, put on hold and hung up on way too many times. And 95% of my actual human conversations have just been repeating the same things over and over.
I've begged them to ensure I wouldn't be hung up on the 3rd time and yet it still happened.
Extremely disappointed. Horrible first impression. I'm glad this happened early on so I know to avoid them.
Would not recommend to anyone to transfer to HSBC
i have been waiting for ages on hold, then they ask me 20 questions, then i said i would like to close my account , they said oh I will just place you on hold for 2-3 min whilst i check you account, 50 min later im still on hold and they hung up.. for the person who said that people whinge etc, reality check that this site is for REVIEWS!!!!! so others dont have the same experience as yourself, lets get right!.. Anyways each to their own. If I had known this or had the reveiws before i joined many years ago, i probably would have gone somewhere else, which is what Im going to do now.
Terrible customer service
HSBC online customer service is woeful. I have a UK bank account, but live in Australia. I upgraded my phone and all other banking apps transferred seamlessly except for my HSBC uk one. Really difficult questions to verify identify over the phone, after waiting an hour to get through (none of which were the questions is used to set up the account). I really don’t remember the date I set up my bank account over 30 years ago! They advised that I need to go into a UK branch to set up telephone banking to setup my mobile banking app, but I live ...in Australia. They said go into AU branch. I did that but they said it was incorrect advice and they can’t help. Asked to close account, but can’t without telephone banking app. Being a “Global Bank” does not seem to be working.
Absolutely woeful.. please read the review in full.
I feel so sorry for the staff that work for HSBC and are required to inforce the absolute worst banking policies which are pretty much akin to garbage. The insane relentless repetitive questions just to confirm your identity and then once that's confirmed you'll still have to endure a game of cat and mouse about your current contact information and wether it's upto date. Even though you spoke to them twice less then 7 days prior. Forget trying to add the ability of a simple currency conversion to your account it'll take 30mins of listening to i...nformation about your current account (which you opened a year prior) even though nothing has changed. To be honest I don't expect anything less in terms of customer service from this institute. Every single interaction I've had with this bank wants to make me dig my eyes out with a spoon. Also very unreliable, they don't call you back when promised which could potentially be very devastating if you were holding your breath.
On Principle closing my account ASAP!!
On hold for hours to find out my online account has been blocked because my post want picked up and returned to sender 1 TIME! I am in Australia and cannot get access again until I send a verified proof of address to Leicester and have to wait a further 10days! I explained I was in Australia for another 2 months and I was met with a shrug and contempt. I don’t know why I have stayed with this disgrace of a bank for so many years. No longer! I’m out.
On HOLD for HOURS
Zero stars for treating customers with utter contempt. Zero respect for people. Go to UBank for better rates and service. I was on hold for hours with no chance of any timely service. I wish I had checked this site first. You've been warned!!
Worst customer service
I've called them to close my personal loan account for 6 times and every time I waited for over 90 minutes and still could not get the right person to talk to.
Every time someone pick up the phone and transfer My call to another department
Just awful - dont recommend!
Just signed up for an account, the initial online piece was easy, but then for some unknown reason, you need to call in, give exactly the same info you gave on the app to obtain a passcode, terrible process, and the call center staff asked questions like what was your last purchase ?!?!?!? - seriously disappointing, then we come to the main piece the website for customers is a shambles, its clunky and hard to use, and the app is featureless - take a look at barclays UK for how to do it properly.... needless to say this account is getting closed instantly...
All the reviews you read here about how terrible HSBC is, is very much true!
I have never written an online review in my entire life, but I felt so strongly about how bad HSBC Australia is that it got me motivated to take the time. Their entire operation is so disjointed that you will end up speaking with 10+ people to get a simple account opened, and yet after a month, nothing has really happened and you've wasted your precious time. And given that their average rating here is 1.0 out of 5.0 from 500++ reviews, it doesn't take a rocket scientist to figure out that HSBC really just doesn't give a darn about its customers.
Horrible experience despite had little expectation to start with
Sent in an application during Easter Weekend to open a bank account, received a SMS advising me to call back because of unable reaching me (with no missed call on my phone)
Called back as per instruction, someone in sales team said it is a service team matter, then sent me to service team (on hold for more than 20 minutes) service team advised me to speak to sales team despite I explained the reason for the transfer. Another how many minutes of wait someone picked up the phone and had another person to speak with me and said I failed the verif...ication questions. I managed to speak to 3 other people during the same phone call and passed the verification! What an afford to (try to) open an account! not even been treated it fairly due to your internal teams pushing work Would recommend everyone to stay away from this bank given my own experience.
Messy internal teams
I have banked with HSBC for past 5 years.
Day to day account, credit card as well as a home loan
I have had to refinance to another bank, and it has been settled. The money has switch over to other bank and 2 days later, HSBC says" your account cannot be discharge" because wrong forms has been submitted. and they had only receive the paper work on 31st march. Such is a nightmare, they actually deducted my money from my day-to-day account.
Applied for a refinance with HSBC - great interest - cashback, etc. However, after 7 months finally got unconditional approval for the full amount applied for and then they dropped the amount with no explanation. Couldn't fully pay out my current mortgage so was told to get a personal loan for the difference. Worst experience ever. I made a complaint and have waited two months for a "nothing" response. Terrible.
Applied for a refinance 7 months ago, and have been answerig heaps of nonsense questions since.
Still waiting for apptoval, unbeliveable!!!
Never recommend them to anyone, this is the worstt bank I've ever worked with
Not happy Jan
I applied for a 2 year fixed rate refinance with HSBC in Jan 2022. At the time the rate they were offering was 2.07% a little lower than my bank. I had talked to HSBC over the phone who had estimated around a month for the refinance.
5 weeks after my application they rose their 2 year fixed rate offering to 2.67% and didn't offer to keep the rate the same as at time of submission, instead offering me to switch to another product if I wanted. At the time I thought this was normal practice but I've since become aware they do lock the rate to tim...e of submission with some customers but didn't with me for some reason. Why the unequal treatment? Then 4 weeks later they finally got to the point of reviewing my loan docs, and asking for further info. So it took them 9 weeks to look at the docs and ask for further info, and during that time fixed rates rose rapidly. I lost confidence in them and fixed again with my current bank, and because of that 9 weeks of delay I had to accept a much higher rate than had I fixed in January (as it was during a time that fixed rates rose rapidly). Hence HSBC actually cost me thousands in higher interest rate costs.
Won’t call back after many calls
Hsbc have the worst customer service of a bank that I’ve ever come across.
For some unknown reason they put restricted access on our account and now we can’t access our account to use our money.
I have called at least half a dozen times and after being on hold for at least 20mins each time they tell me that they either can’t contact the appropriate department or that they are not picking up.
They have told us every time that someone would call us back and they have marked it as urgent.
Not one phone call and it’s been 3 weeks with at least 2 calls from us a week.
We have obviously changed banks but still need them to contact us so we can access our money and move it to the new bank.
They obviously don’t care about their customers.
Questions & Answers
Has anyone had a bad experience exchanging foreign currency with HSBC?
No... I’ve always found HSBC really easy to deal with. I don’t know why all these other people are whinging. Maybe they’re just not good at dealing with stuff...
I opened a Global Currency Account with HSBC for the purpose of sending money to the US + complying with AML policies of the recipient. I found their exchange rate to be top 2 among AU banks (money tr...ansfer services like Transferwise not included). They show the real time exchange rate and for the fees I get charged a flat 8 AUD. From experience, I convert AUD to USD in their app then I send money before 3 pm, it's received the following day. I am happy with HSBC for the situation described.
I have just opened an account and then I read the reviews. I am now thinking twice about transferring some money. What ia the bank going to do to address these issues?
The bank does nothing.
Once it has your account that's all that matters.
No customer service from that point on.
Nothing because people just use this site only to ‘keyboard complain’ rather than contacting the bank directly to address their issues.
Ask the bank but my guess is NOTHING
Is HSBC the worlds global bank
is it the worlds rudest bank?
Definitely the rudest and there are so many better choices out there. From now on I am sticking with the NAB.
The rudest, most inefficient, expensive and most difficult to deal with - and coming from an ex employee. Stick with the local banks with efficient processes and appropriate resources located within Australia.
Rude, costly and incompetent. Hugely frustrating to deal with. A bank getting worse and being left behind.
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