Today I meant to share my experience of an online car rental booking engine which I used a couple of weeks ago but, with what happened to me today, I decide to post this first and share this other story with you next time 
So, let me begin ….. I’m an HSBC customer and lately I used my VISA Debit card online. It wasn’t the first time but I haven’t used this card online, not through paypal, for some time. Apparently, Debit cards are being screened and given extra security to safeguard the client, which I definitely agree with. The problem arose after I didn’t register for this this extra security; I also saw a note saying that if this is not done I might not be able to use the card online another time ……. that is what eventually happened! I needed to use the card again today and the transaction was declined!
I immediately called HSBC Call Centre in the UK, being a UK card, and told them what my issue was. After they asked me loads of questions, to make sure I’m really the card holder, they immediately confirmed that the card has been stopped until they reconfirm the authenticity of the user and have me registered for this extra Security, known as Verified by VISA. Getting through to HSBC Customer Service didn’t take much time but to get the issue solved was quite a hassle.
After spending around 40 minutes talking with 3 customer service agents, one from authentication, one from customer service and one from the fraud section I was told go to an HSBC branch, with my card and some kind of identification, and ask someone from the same HSBC branch to contact them back as to than continue this never ending proceedure to release the blockage I have on my card and solve this VISA verification issue! I clearly made it a point that I was in Malta and the card account is in the UK. This service agent told me that that was ok, just go to an HSBC branch and that will be ok.
Anyway, grabbed my card, my identity card and went to an HSBC branch as requested. The manager of this branch called customer service again and when inputting my details to get hold of one of the customer service agents we realised that even the entry level codes have been blocked. Anyway, when we finally got hold to an agent, not knowing whether we got in touch with the call centre in Malta, UK, India or in some other country, they again asked loads of details to confirm that the person calling was in fact a true HSBC staff calling from an official branch and after loads of questions, they informed us that an ID Card is not a valid form of Identification for them!!! Yeah, could not believe that! Also, at one time, when the call centre was having fun passing their same colleagues from one department to another, we came across a customer service agent asking the manager where exactly is Malta!!!! This person said “is Malta in the UK?” OMG!!!! Who the hell are these customer service agents? They don’t even know where HSBC have branches? This confirms the theory that HSBC is employing people from 3rd world countries to somehow help its customers but at the same time paying miserable wages!!!!!!
To cut it short, after some arguments, and after having to call them back around 3 times, always from an HSBC branch in Malta, they accepted what we gave them and begin taking care of the issue. Just few minutes after, this agent informed us that they’ve cleared this fraud alert on the card and that I could use the card in just 2 minutes! Wow ….. yeah, that was my reaction! They hang up and the Verification by VISA issue wasn’t solved ….. to be precise it wasn’t even mentioned!!! Yes, incredible and believe me, it was a nightmare! Anyway, not to bother more the manager, I decided to leave the branch, go back and call them to solve this myself.
Arrived back, tried to log on to my internet banking and ….. what do you think happened? My internet banking was stopped too!!! Oh, yes, they’ve resetted all including my access! I called them again and instead of having to solve only the Verified by VISA issue I then had to almost begin all from scratch. After numerous questions to verify again my identification, I again began explaining the story from the very beginning with the hope that at some point in time this would come to an end. If I didn’t specify that I was using the internet banking just a couple hours before, this guy was constantly saying that I need to register for the internet banking!!! What the hell are they employed for? Are they there just to say that HSBC have some idiot customer service personnel in their call centres or they’re there to help their customers? I believe that the answer is the first one!!! I’m sorry to say this but this is the impression I was given today. I’m not saying that everyone is the same but, from the ones I spoke to today, I would say 1 or max 2 knew what they were doing!
Finally, we sorted out the internet banking issue and managed to log on. Next, this agent said that I now need to be transferred on to the fraud department. I’ve informed him that I’ve been in contact with them already 3-4 times and all authentications have been done. Again, this guy said “Sorry Sir, but this is the proceedure!”. Ok, waited for some time and then got back to me saying that the Fraud Department informed him that from their end it was ok and to pass on to the next issue, the VISA Verification thing!
From the UK, or from some other cheap labour country, I was then redirected to Malta and took my call a local girl. Believe me, I was never so happy to hear a familiar voice ……. someone I could clearly understand what she was saying and making you feel you’re literally talking to a customer service agent! This girl checked out a couple of things, went through this verification with me and stayed with me on the phone until I used successfully the card online again!
Nah, don’t know what to say but I have never been disappointed by HSBC as much as I was disappointed today! Sometimes I also think of getting out all my money from them and use some other bank! It was really a disaster …… to know what a disastrous customer service this was let me tell you that even the manager of the branch couldn’t believe what she was going through. This issue took me almost 3hrs to be solved, started around 15:30 / 15:45 and was only sorted around 18:30!!! Unbelievable but true, one would expect that from a bank like HSBC one will get a much better service. I’m not moaning about the staff at the local branch but the call centre staff I was so unlucky to be in touch with were a complete disaster, a pure disappointment. For me they’ve lost all the credibility, they are just looking at making millions at the end of the year and not taking note of their customers! The world might be in a bad situation lately but these big companies are not helping it to get better …. shame on them!