Alex C. Posted December 2, 2006 Author Share Posted December 2, 2006 Up until now never had a problem with them - and in principle the gaurentee should cover any problems. Can't do anything about it tomorrow, but going to ring up BACS first thing on Monday and get them to clarify exactly what is meant by the terms. I am fine with it being 48 hours, but I can't understand how they can use the word immediate if it is not so... Link to comment Share on other sites More sharing options...
Cyclone Posted December 2, 2006 Share Posted December 2, 2006 They should have offered a fee and interest free overdraft facility for the extra amount. Make an official complaint to your bank manager in person on Monday. See what happens. Link to comment Share on other sites More sharing options...
savbaby Posted December 2, 2006 Share Posted December 2, 2006 I can fully appreciate where you are coming from, when we do DD indemnitys the money is back into the account within 24 business hours so Hsbc are dragging thier heels a little, i would make a formal complaint to Hsbc and as Andy said, contact tv license regadring any bank charges that are occurred as they have admitted fault. As Andy also said, dont go to the ombusman until you have exhausted all banks procedures as the ombusman will only tell you to go to your bank! Link to comment Share on other sites More sharing options...
Andy Posted December 3, 2006 Share Posted December 3, 2006 edited to add: The imbecile who answered my call also cancelled my current licenses direct debit, leading to another call this morning... That is quite sensible and I would suggest it myself if I was processing an indemnity for a customer. I would suggest that, since the company concerned have proven they can't be trusted, a standing order might be a more appropriate way to pay in future, if they accept it. Link to comment Share on other sites More sharing options...
Alex C. Posted December 3, 2006 Author Share Posted December 3, 2006 The situation was TVL had a license last year, which I cancelled in June - they then set up a new DD instruction in September when I purchased a new license. There was a cancelled DD instruction and a current one - TVL admitted they made the error and were extremely apologetic, it could happen to anyone. I told the woman when she asked if she should cancel it that I didn't want the current one touching, and if the old one hadn't been cancelled correctly then to cancel that. Imbecile was a bit strong, she was only doing her job, but its amazing the fury that speaking to someone at a bank can do Link to comment Share on other sites More sharing options...
Andy Posted December 3, 2006 Share Posted December 3, 2006 Imbecile was a bit strong, she was only doing her job, but its amazing the fury that speaking to someone at a bank can do If you spoke to her in the way you're speaking in this thread then I'm not suprised she didn't help you. Why do people (in general - not specifically you) think that being nasty to someone is going to help them get what they want. If someone's nasty or rude to me, I'll do the absolute minimum I can get away with. If they have a few manners then I'll go out of my way to help. Link to comment Share on other sites More sharing options...
Guest Posted December 3, 2006 Share Posted December 3, 2006 If you spoke to her in the way you're speaking in this thread then I'm not suprised she didn't help you. Why do people (in general - not specifically you) think that being nasty to someone is going to help them get what they want. If someone's nasty or rude to me, I'll do the absolute minimum I can get away with. If they have a few manners then I'll go out of my way to help. i must agree with this working in a call centre myself. the DDR guarantee is supposed to be immediate but must take into account non business days etc so if you put this request in at 5pm on friday, liklihood is it'll take till tues to be in account. Thats because it usually take 1 business day! First step is to call HSBC back, as soon as you speak to someone you need to say that you want to register an official complaint (be calm) they will take the details of your complaint and investigate the matters. You will then recieve a letter within 1 week (usually an apology). Once you get this letter there will be a number on there to call if you're still not happy with their explaination (basically if you want compensation) Call the number explain calmly the stress this mistake by them has caused you and threaten to move your accounts unless they can offer you something to stay. They'll then offer you (prob a small amount) like £15. You could then say make it the total amount of the incorrect DDR and I'll be happy! They'll credit your account with this immediatly and hopefully you'll be happy. I know all this coz I've been through HSBC's complaints procedure so many times - not just because they're accasionaly make a mistake, but because I ALWAYS lodge an official complaint and usually get about £30. In the last year I must have had over £100 credited due to complaints. Good luck! Link to comment Share on other sites More sharing options...
Scutts Posted December 3, 2006 Share Posted December 3, 2006 If you spoke to her in the way you're speaking in this thread then I'm not suprised she didn't help you. Why do people (in general - not specifically you) think that being nasty to someone is going to help them get what they want. If someone's nasty or rude to me, I'll do the absolute minimum I can get away with. If they have a few manners then I'll go out of my way to help. You've obviously never worked in customer services if you think Alex was being nasty or rude in this case From what he says he's been very calm on the phone, despite the hopeless service he's had! I wish more customers who had a problem were like Alex Link to comment Share on other sites More sharing options...
bigchris Posted December 3, 2006 Share Posted December 3, 2006 Contact the banking ombudsman. HSBC are in breach of the law. +1. Nail the ******** to the wall. Link to comment Share on other sites More sharing options...
mr chris Posted December 3, 2006 Share Posted December 3, 2006 Remember that it works on working days, which Saturday/Sunday are not. The money should go back into your account Monday to be updated Tuesday morning. That's how these things work, I'm afraid. Link to comment Share on other sites More sharing options...
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