HSBC CARD SERVICES Informative - Saks Fifith Avenue World Elite, HSBC Card and Retail Services, Customer Services/Communications
WILMINGTON, DELAWARE -- I have their premium card product: the Saks Fifth Avenue World Elite MasterCard.
While I don’t have any major horror stories with payments or charges or rates or fees I am very disappointed with the quality of customer service I receive via postal mail, email and telephone.
Long story short without background:
I have sent some 6 postal letters to their Wilmington DE PO Box (Customer Correspondence) – no confirmation of receipt like with Citi or reply to any of my inquires after more than 60 days. Does anyone check that PO BOX? Do they have a dedicated team to reply to Saks MasterCard holders?
I have emailed them via website many times on various issues and in some replies gotten 2 completely different telephone numbers to call for follow-up and further information etc…. none of which were the numbers on the reverse side of my card
The MasterCard account is serviced by HSBC Card Services (and they keep telling me its done by MasterCard) but the emails via the web log-in go to HSBC Retail Services, which manages the Saks Fifth Avenue account. Thus none of the email reps can answer my question and thus tell me to call them for more info and when I do they have no idea about these emails and that this is the wrong number for my account and they don’t offer to transfer me or apologize for bad numbers email reps give. Don’t the systems record each and every correspondence item via all mediums with card holders?
Don’t get me started on their telephone reps. No one is empowered to give me an answer and when I get some information it is often incomplete and false—until I correct them.
I finally got to a supervisor of the Saks First rewards program. She said she would call me back after researching my answer. No calls after 3 weeks. I followed up each week. My persistence paid off as when I finally spoke to her she said she had given my case over to a colleague and that person should contact me. Thanks for calling the customer to let me know! I should not have to follow-up. They should follow-up with me! And even this other more senior person had to consult with people in a different business unit and different state and city to get my answer. She even said she would send me the answer in writing -- I have gotten nothing after more than 30 days.
I got passed around on the telephone even at the senior level! HSBC Retail Services website states the aim for a one contact resolution – meaning the first person you call should answer your questions. I spoke to close to 10 people on just this one issue.
This is their most premium card product and I expect high quality customer service from all representatives of the company. I am upset that I am not valued as a premium card holder.
If they can’t treat their premium customers right, how can they treat their low-end valued customers right?