D in Tennessee sent this detailed report about HSBC Finance and HSBC Auto:
“Sent in an overnight auto payoff to the overnight address listed on my invoice. Included a letter requesting specific instructions be followed like; overpayment is included so please overnight my Title once it is prepared. Overnighted my payment on the 3rd and called on the 8th. They had no record of my payment.
The CSR assured us they would find it and post it as of the 6th, the day showed as received on our copy of the post return receipt. On the 9th they found and posted our payment but on the 8th, not the 6th as received. CSR nor managers would back date and post the payment to the 6th. Asked them to please follow our instructions and use the extra money we paid to overnight the title as soon as it was ready. On the 12 HSBC sent me a DHL shipment and 5 hours later cancelled it. I received these shipment and cancel notifications from DHL through e-mail. I suspect they were shipping my title overnight (as requested and paid for) and then cancelled for some reason. Several days later I made inquiry again and was told that my title was mailed by regular US mail with NO regard for my request. Decided to escalate the issue and asked for the CSR’s manager. Of-course his english was terrible but we were able to communicate.
I explained the entire issue as related above and when it was his turn he blamed it all on me. He stated the payment was never lost and was applied as supposed to be no matter what the previous CSR stated nor the fact that I had proof of payment to the proper address on the 6th. He said that I should have indicated on the envelope “Overnight Payoff Payment” even though the back of my invoice stated nothing about adding this information to the front of the envelope. Regarding my included written request to overnight my title when available and to use my overpayment of funds to overnight it, the manager stated that instead of sending a letter I should have called.
He says they are told to NOT pay any attention to written instructions included in payments. Not happy to be hearing his response to my complaints of service I asked him for the phone number to the customer complaint section. His response was that I could not telephone them but rather I had to write. Explaining to them that my written words seem to be ignored by HSBC, I again requested a phone number. He refused so I stated fine I would call corporate instead. He then hung up on me.
I called HSBC corporate and spoke with a secretary who asked how my complaint should be directed, I stated it was with Finance, Titles, Customer Service and Payment Section. She then transferred me to HSBC auto that, of-course, did not answer and required a message be left. I left an urgent call back message without stating that it was a complaint request and of-course they never returned my call.
After about 25 days I started worrying about the refund they owed me since they did not utilize my refund monies as requested. I called on the 29th and was told my refund would be issued 30 days after final payment date. After all they had now put me through including a manger hanging up on me, I find they are adding insult to injury by keeping my money for 30 days with no interest payment. They do not mail a title until they have a complete payoff payment so why hang onto any overage money for 30 days? I called again the following month on the 5th. They said overage payment would be mailed on the 8th, exactly 30 days after last payment. I called again on the 11th and they said that it was mailed out on the 10th, 32 days after final payment. I am still awaiting my over payment.
The irony lies in their customer service phone number message that says they provide “World Class Service.” Yes, as you can see from this post, you will receive world class service from HSBC auto, but it will be service that is considered OUT of this world!”
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