The help desk manager that was so elusive

On Sunday, I attempted to make a global transfer using the HSBC online service. The system failed with an error code and told me to “try later”. I waited a couple of hours and tried again with the same result. So I decided to contact my “Premier help...

On Sunday, I attempted to make a global transfer using the HSBC online service. The system failed with an error code and told me to “try later”. I waited a couple of hours and tried again with the same result. So I decided to contact my “Premier help desk manager” by phone. I was initially informed that “they are all busy, please hold” – on Sunday there will presumably only be one poor soul tending to everyone’s problems. So I held for 20 minutes with no reply.

Then I called 2380 2380 – the HSBC website states that internet help is available 24/7. When I entered my credit card number I was directed to the Premier help desk again where I waited another 10 minutes before disconnecting. I called 2380 2380 again and this time did not enter a card number. The telephone system asked me what I required, I keyed in 0 to speak to someone and was informed that this service is not available – please call back during business hours!

Why do they promise 24/7 internet banking help if it’s not available? HSBC’s “Premier” service leaves a lot to be desired. I understand that computers encounter occasional glitches but if there is a general problem then someone should immediately record a message for all customers to hear, informing them of this and not leave them rather frustrated. Is this really the best HSBC can do?

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