Hi,
This is regarding unexpected charges on my credit card which were committed by HSBC customer care to be reversed but it has not happened since last three months.
I got my renewed card and subsequently Statement in April. There were annual charges in statement which were not supposed to be there and I immediately called up customer care to clarify. I was confirmed that:
- The charges were mistake and they would be reversed in next month's statement
- Also I explicitly confirmed that I don't have to make any payment, I double checked this and response was I don't have to pay anything.
However I was surprised to see statement for month of May - the charges were not reversed and on top there were finance charges.
Following are the details of my subsequent calls after April to customer care.
(i) 15th May (Same response as in April, apology and that charges would get reversed)
(ii) 5th June (Big Apology and same response. She Repeated that it is mistake, I don't have to pay anything and charges will get reversed in Next 4 working days). I was also sold policy from TATA-AIG. I highlighted that I am feeling harassed and don't want to transact until my charges issues is resolved. She insisted that "I don't need to worry now, charges would definitely get reversed." Such things would not be repeated and in good faith I can go ahead with this policy.
(iii) 3rd July (Apology and Same response - Will get reversed in 4 days); This time I insisted and got request number
(iv) 7th july : (Charges will get reversed in 4 days and got New complain number 2007550966!!!)
It has been 3 months and have made several calls. Every time I have to go through long complete cycle and then get same response that it was mistake, sorry, I don't have to pay anything and charges will get reversed.
This has now become big harassment for me - I have wasted lot of my valuable time; charges on unnecessary phone calls and mental stress.
On top of that I am now receiving unnecessary calls from HSBC collection and they are in very Bad taste. While HSBC customer care put up apology (at least they are polite), the collection folks just start rudely blaming.
I got a call today. I told there is resolution pending since last three month and complaint number. He checked but then insisted on me to pay initially the amount, when I asked why should I pay - he came down to minimum payment of couple of hundreds.
When I asked him to explain Why should I pay for expenses I have not done, the inaction is on HSBC and would he give me this in writing - he just started threatening that I would get blacklisted and regarding my complaint it is not there botheration and I should check with customer care.
They talk very illogically - like you must have spent if there are charges instead of checking the facts which I have explained several times. OR
Why is your charge reversal issue not settled for 3 months - now common this is my complaint which bank has to respond to
First for 3 months and several calls they have not handles the problem and every time accepted it is Bank's mistake and in few days will be taken care, then they are now harassing me with daily calls during my office time for the Mistake done and Inaction on Bank's part.
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