Household HSBC Watch

A tenacious reader of our website, and an angry mortgage customer of HSBC sent some good advice. This gentleman is a planner, and he organizes meetings to get the desired results. It is very true that HSBC Finance does not know where a telephone call is coming from. The HSBC guidebook says callers should be handled in specifc ways if they say they are with the attorney general’s office, the Office of the Comptroller, etc.. A recent show of ignorance and stupidity on HSBC’s part proved the point and removed all doubt about the real HSBC Finance behind the mask of sincerity. Here is how it happened:

The man already sent six letters to HSBC, contacted his state attorney general, and a HUD representative. Even though he explained the treatment he received form HSBC Finance, is was difficult to describe the demeaning and degrading manner in which he was treated. He asked for and received permission to meet with his attorney general, the HUD rep, his own attorney, and a stenographer, and members of the attorney general’s staff — all in conference room at the attorney general’s office. Each person called HSBC Finance. Each call was on the speakerphone. Each caller identified themself and attempted to conduct business. There was no requirement to tell HSBC where they were or what they were doing.

By the end of the meeting the attorney general agreed to investigate, as did HUD for HUD violations. HSBC did it to themselves with demeaning and unprofessional customer service that was often argumentative and degrading. The “broken record” technique of continually asking when one is going to pay their bill eventually seemed childish and non-productive. The number of times the callers were transferred, put on hold, or disconnected was pathetic. The number of discrepancies between what was written by HSBC in letters, contrasted with what was said on the phone, was questionable and lacked credibility.

Before London reads this and decides HSBC Finance is not like this at all, and employees start their “Just pay your bills” speech I shall say the people were paying their bills. And - yes, HSBC Finance does behave like described. Here is your proof:

“I have a current account with HSBC, unfortunately, we are going through some financial difficulty. We had previously made payment arrangements with HSBC and they were taking the payments out of checking account and then all of sudden it stopped. Our minimum payment is now $742.00 and we are behind on our bills. I have attempted to explain the situation, but I was only placed in collections so much for my attempt to correct this. The collection company is Corporate receivables and continues to harass me at work after we requested they do not call me at work. She stated she could call me when she wants where she wants.. I have explained our situation to her also, she is so rude and obnoxious. I attempt to make payments and I receive a letter acknowledging my payment then 20 days later I get a nasty letter stating my silence is refusal to pay?? I tried to get a settlement agreement and they are not working with me. I make payments only to be scolded at and told I am NOT allowed to make payments as I was not placed on a payment plan I don’t know what to do. I am trying to work with them and all I get is some nasty Hillary Jones treating me like a child and yelling at me on the phone.”