That’s the question Twitter asks me, as do a few other social networking sites/services … what are you doing?
My last Twitter (prior to this post) pretty much summed up my day:
I hate hate HATE hsbc auto, I swear this company employs the most moronic imbeciles on the face of this planet.
Over the past 3 months, I have tried to get my name and contact information corrected on my account with HSBC. They have had our email addresses and phone numbers wrong ever since we bought Jim’s car. I put off correcting that information because I knew I’d have to get my name changed after the wedding.
November: I called and requested the procedure for getting my name and other account information corrected. I was told to mail in a copy of our marriage license and an outline of what I wanted changed, and sign and date it, and a confirmation letter would be sent to me when the account is updated. So I did. A month later, nothing updated in my account, no letter from HSBC. So I called, and was told that they must not have received my letter. So I sent another with another copy of our marriage license, even included a screenshot and highlighted the information that I wanted changed. I waited another month, heard nothing, account still not updated.
I called in just after the new year. I was told that “something was received” but there were no changes to the account and the CSR couldn’t tell what had been sent in. I explained my frustration, and was transfered to the clerical department. I was then asked to fax in a copy of the letter that I had already sent in TWICE and wait another week to check back on my account.
So a week ago, I faxed it in. I checked my account this morning and my name was finally changed, but NOTHING else had been touched. At this point, I was beyond aggravated. I called HSBC Customer Service. I explained why I was calling and quickly summed up my previous efforts to get my account updated. The first person I spoke with was not helpful in any way. She told me that my account had previously been updated, I asked why the updates were not reflected in my account online. She said she didn’t know. I also asked why I didn’t receive a confirmation letter stating that my account had been updated. She told me that they don’t do that. When I asked to speak to a supervisor next, she wanted to know why I wanted to speak to her supervisor.
Why the hell do you think?
I told her that I had a grievance and wanted to speak with someone who could help me. It wasn’t my intention to complain about her, but that didn’t stop her from putting me on hold and transferring me back to their AUTOMATED MENU SYSTEM. I was furious. I called back, and got her again. When I told her that I was still waiting to speak with a supervisor, she hung up on me.
At this point, I was livid. It was bad enough I had to keep calling back, and each time I had to hunt through their automated menu system to find an option that would get me through to a real person — they removed their “speak to a customer service agent” option some time ago. I have not spoken to a CSR that actually SPOKE ENGLISH in over a year. On top of that, that pinhead was not only being non-helpful in the worst way, she was PISSING ME OFF!
I called back again and finally got through to a CSR. I explained who I was and why I was calling and that I needed to speak with a supervisor. I finally get through to a supervisor and of course his English is broken. I explained why I was calling and the trouble I had been having trying to get my account updated. I think I frustrated him as much as I was frustrated by the previous CSR because I had a hard time understanding him and kept having to ask him to repeat himself.
In the end, he agreed to get a letter out to me confirming the account updates. I’ll tell you this much, I will not ever again use them as a financing institution. I get letters all the time from them for things like auto insurance promos, offers for home insurance quotes, and so on. They won’t get any more of my business — as soon as we’re able, I’ll be re-financing with someone else.