HSBC Bank
Issue of second debit card without any request from the custome

In April HSBC sent me a Debit Card with the instructions that I should use the old PIN with the new Debit Card and destroy the old debit card. When I tried to use the card it wouldnt work with the old PIN. I went to the Branch where I have the A/c and informed them about this. This was way back around the time I received the card. Except for promises that the "matter was under investigation and they would revert to me", nothing happened. Nver did they call me up to inform me about the progress, if any, on the issue. It was always I who had to go to the Bank or keep calling the Bank. Despite having a Power Vantage account and having a dedicated Relationship Manager, not once has the Relationship Manager ever bothered to contact me or even attend to this problem. When I tried to speak to the Branch Manager I was prevented from doing so. No one at the Branch, including the Vice President, Power Vantage has resolved the problem till date.

Finally, having run out of patience, I wrote to the Nodal Officer at Chennai. The Nodal Officer's name is proudly given on the website to give the impression that she personally attends to complaints made to her. That is an illusion. In reality, she has a host of executives, officers and "senior" officers who are experts in delaying tactics to hide their inefficiency and incompetency. Try to get through to the Nodal Officer or to a senior to complain about their service and attitude and they will stonewall you with official sounding words like "vank norms prevent us", etc. So neither will they resolve your problem, they will not even provide you the email address of their superiors or the Nodal Officer. If a customer cannot write to the Nodal Officer directly then why is the Nodal Officer's name given on the website? If a customer needs to complain about the staff at the Nodal Office to whom does he write?

A wonderful tactic that HSBC uses to delay and frustrate the customer till he gives up is this:

You write to the Nodal Officer, you receive an automated reply informing you that you will recive a reply within 5 days. Then you will be asked for information, or given information - a bit at a time. Why? Because when they give you part of the info or ask you for some info, and you reply, each time you reply you will receive an email from them thanking you for writing and informing you that the info will be provided to you in 5 days. So simple, yet so effective. This way they can keep delaying the customer endlessly.

It is time the Nodal Officer, the Banking Ombudsman and the RBI take note of the manner in which HSBC is pretending to adhere to RBI quality norms but is in fact cocking a snook at them.

Company: HSBC Bank
Country: India

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