Comments on: HSBC Premier Banking – not the best service around

By: Dr. Khuzaie

Dr. Khuzaie — Wed, 12 Oct 2011 06:35:41 +0000

At least most of you got a service initially, upon opening the account I transferred my funds from the other banks for I was promised higher returns; I still haven’t received the debt cards yet, my PRM isn’t answering; but if I was lucky she will and give me vague misleading information… Their call center is THE worst of all… I called them asking who’s the person in charge of a certain branch for I wasn’t even offered to sit down, and all what I got was “there’s nothing we can do”… All the promised emergency services and proper assistance is just a lie, I have contacted everyone from the regional management to the security guards… No use!

If a so-called premier client gets such a service, I wonder who does the saving account clients are treated!

By: Richard

Richard — Thu, 26 May 2011 21:23:24 +0000

HSBC is awful for customer service. The bank staff know little and only go and look on the website. As for ringing them, well its only a matter of getting through to someone in india reading from scripts. Its awful, you cant have a conversation because they just read stock answers back.

By: Jack

Jack — Wed, 22 Dec 2010 22:13:29 +0000

HSBC car insurance is really a nightmare. Even cancel it need pay 195 pounds without any discussion.

By: MalP

MalP — Mon, 06 Dec 2010 12:05:51 +0000

I tried to claim on the Premier account travel insurance for travel within the UK. Firstly the excess is £50 per person travelling (not per claim): secondly, you are covered if a ferry or airport is closed, but not if your problem is snow and ice on the roads (ie, if you aren’t using a ferry/airport, or if the ferry/airport is open, but you can’t get there.). Probably standard insurance stuff, but best to be aware

By: Ian Cook

Ian Cook — Wed, 23 Jun 2010 09:55:58 +0000

As an ex relationship manager with HSBC, it’s all about how many profitable leads you can generate. All the caring experienced relationship managers are moving out. it’s all about the shareholders but then again it is a public company.

By: Chris Kirtley

Chris Kirtley — Wed, 05 May 2010 23:41:45 +0000

I just closed my Premier accounts. It is a great relief after 2 years of constantly filling in forms and calling people. They advertise it as a global service but really it is just a cobbled together link between individual banks, all of whom have their own rules and idiosyncracies. The electronic banking is dreadful – it feels like 1960s software. As you rightly, say, their customer service is non-existant and they seem to have no interest in getting feedback. All in all, it seems that the only thing you get for your money is a cup of coffee and read of a UK newspaper!

By: Wajid

Wajid — Mon, 25 Jan 2010 16:05:51 +0000

HSBC need to do spot checks on their call centres. It is true, it is a complete disgrace.

By: Nick

Nick — Tue, 08 Sep 2009 06:40:32 +0000

HSBC Premier service is pretty shoddy. I have a PRM, however it has taken them over a month to increase a credit card limit to cover a one-off purchase.

The PRM only replies to e-mails after I have chased for a response and I agree has no interest if your needs do not result in an increased performance target.

I will be moving bank. It is just a shame that my mortgage is fixed in for another 3 years, otherwise that would go with the rest of my banking (deposits, ISAs, share-dealing etc.).

By: Peter

Peter — Thu, 03 Sep 2009 03:31:29 +0000

Not entirely relevant but the customer service in HSBC Canada is incredibly good. I’m not an HSBC Premier customer (yet) but I can still email and call a lady at my branch who knows all about me personally and deals with my requests. It’s really nice we even pass in the street sometimes and say hello.

On the flip side bank charges in Canada are much higher.

Back in the UK (I’m an expat) I bank with HSBC First Direct. Again excellent customer service. However not the individual service I get in Canada.

All in all I really feel you get what you pay for in life. In the UK we don’t realise how lucky we are in a sense in that banking is so fabulously cheap.

Ultimately though I do think it’s a little topsy tery that HSBC Premier’s programe wants to encourage rich customer’s by charging them LESS. I mean normally don’t companies try and identify rich customers and then find ways to charge them more with extra frills etc. ?

Simply stated if they want their customers to be rich better to charge the POOR less so they stand a chance of becoming rich, no?

By: Mr Shah

Mr Shah — Thu, 07 May 2009 07:56:30 +0000

Re: HSBC Bad customer service

I agree with the above article. The level of customer service is disgraceful. I think HSBC think because they are a massive bank they can get away by behaving like they don’t care about their customers.

The only time you will receive any customer service or feedback from anyone, is if they are benefitting from you. For example I wanted to bring 50,000 over and put it into an instant savings account. I needed to open a new savings account with HSBC, so I spoke to customer services who stated someone from my local branch would call me to arrange an appointment. I received a call the next day from a lady at the branch asking if I wanted to switch my mortgage over. I simply answered no; I just want to open a savings account. She advised me that someone would call me the next day to open the account. I am still waiting for a call!!!!

I used to work for Barclays and the sad fact of branch staff is that they are only willing to do something that will benefit them by increasing their points total for their bonuses. I know as soon the lady from my local HSBC branch realised I was not moving my mortgage over to HSBC she was not getting any commission and she did not even have the courtesy to arrange for someone else to call me to open a savings account which was all i required.