HSBC Platinum Mastercard Complaint - Payment Fiasco With Website And Customer Service
HSBC is one of those companies where your payment arrangement has to be made 36-48hrs in advance on their website. After the login I chose to edit bank account information same bank different account, I get to the confirm page and the routing number box is highlighted in red with a warning stating my bank changed the routing number. I knew this not to be true, but I called to check with them anyway they confirmed it was the same number. I then called the number on the back of my card and was transferred to some technical support number. To my delight she spoke English, she then tells me my bank changed the number I tell her they didn't, she says citizen's bank informed a third party the number and if it was incorrect then it was citizen's fault and they would have to straighten it out with the third party.
At this time I explained to this so called customer representative that in my state the bank is named Charter One and no representative you speak with will have access to this third party. A refusal to take my payment over the phone fee free followed and advice for me to contact the ACH department of my bank. So I placed a second call to my bank this time with the changed rounting number, they are not allowed to speak to customers directly but a very nice customer representative played middle man. They told me the new routing number was for the state of New York, I live in Illinois!
It was no big surprise to me, called the technical support number again to HSBC different person different result explained earlier problems took payment fee free and didn't threaten me like previous representative saying I would get extra fees if it bounced out of the system. The first HSBC representative wanted me to pay $15 to take a payment over the phone that could possibly get kicked back because of this new routing number they claimed they were issued by my bank. If that had happened I would have had to pay $15 for payment, $29 for nsf, and $29 for late payment. HSBC has poor customer service they need to start employing people with common sense and stop trying to put off on the customer things they screw up and blaming someone else. I feel the first customer representative knew full well banks don't allow the ACH department to speak to customers, she tried anything to get rid of me.
Couldn't give out the third party information whom she claimed received the new routing number from my financial institution. The entire product and services offered by HSBC seems to be criminal.