HSBC Watch News Release Forum Index
Forum Name: - HSBC Customer Service
Topic Title: Slow lien release loses sale for HSBC customer
Tue May 16, 2006 7:54 am
Steve in Maryland said this about slow lien releases and seller frustration:
My account with Kawasaki recently has been paid off. At the same time I made the decision to sell the Jet Ski that the account was opened for. Previous to mailing my final payment I contacted customer service at 1-800-423-5470 to confirm the procedure for having a lien released. I was told a check would be put on hold for 12 days before a notarized lien release would be mailed. After the 12 days I was told a copy of the lien release would be faxed upon my request. In addition that at this time the notarized release would be mailed out. The fax would assure my buyer of the Jet Ski, that progress was being made. On the 12th day I contacted Customer Service to confirm that the lien had been released. I was told it would be put on hold for an additional 3 days with no explanation.
At this point I have now exceeded the schedule passed on to my buyer based upon the information stated by customer service representatives. With out confrontation I was told to call back on May 15 2006, to again confirm that the lien had been released. When I called in on the 15th I was told that the release was still not processed. The representative then mentioned that it takes 45 days for the process of the lien release. This was the first mention a 45-day period. Now I became upset that I was not given all or the correct information in my initial inquiry. Yet I was vary clear about my situation and the process I was dealing with as a seller.
Immediately I requested to speak to a supervisor. I explained my situation and he then repeated his understanding of a 30-day process. Seems to me you have a lot of people with a lot of different information and none of it is solid. Yet each individual presents their understanding with conviction. I hope you can see how quickly a customer can become frustrated and annoyed. Supervisor Justin (Employees number #QX3) assured me he had no means to meet the original processing timeline presented to me during my first inquiry. He then told me it would be up to 48 hours before I received a fax and could not tell me when the notarized release would be made out. In addition he had no resources or power to move this process along even thought I expressed my situation with a buyer whom I've been stringing along due to the inaccurate and inconsistent information given to me by your customer service department.
Clearly there are some issues. I suggest you investigate within your procedure and service department. I am extremely upset and still waiting! I just hope I don't lose a buyer because of all this!
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum
Thinking of making a debt settlement offer? See common 
We monitor customer trends for possible violations of Regulation Z and other possible illegal actions.