Alexis J.

I needed to speak to HSBC urgently having been made redundant to discuss mortgage options. I was placed in hold for a queue time reported as 25 minutes. 2 hours 25 minutes later still on hold the line went dead. This occurred 3 times over the next 5 days for times caring from 90-145 minutes. Eventually I e-nailed a complaint to my local MP (Who just happens to be head of the BBA) and someone at HSBC then called me being very helpful. I wrote a complaint to HSBC and the response was that if I chose to call HSBC then that was my issue as I could fill out the mortgage holiday form online and therefore like always they could not be held accountable. I wrote a further response to this highlighting I did not want a mortgage holiday and even if I did the call option was a service HSBC offer and therefore they are obligated to offer it in a transparent and fair way. At this point they gave the normal nonsense about them adding to statistics to improve customer service. As this is one of many issue with HSBC arrogant attitude to customers I pushed this no further and have now opened an account elsewhere while I shut down my HSBC accounts. I suggest everyone else do the same if you want any form of customer service and competent services at that too.