Consumer complaint received 2019-08-15
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
FACTS On XX/XX/2019 I contacted the HSBC fraud department to communicate issues with suspicious and unrecognized activity on my card. The fraud department indicated that they could cancel the card and issue a new card in six business days. I emphasized the importance of receiving this replacement card in a timely manner. I was reassured that a replacement card would be issued in six business days. Unfortunately, HSBC failed to deliver the replacement card in a timely manner. This letter documents my bad experience with your customer service team when I called on Tuesday XX/XX/2019. 

CONCERNS IS CUSTOMER GOODWILL WORTH XXXX DOLLARS? 
The HSBC customer service representative in the XXXX did not show any empathy when I explained my frustration with not having the HSBC Mastercard. I rely on the credit card to make timely payments to different vendors. Not having the credit card caused me significant inconveniences where timely payment was not possible. The customer service representative conceded that the company failed to provide a replacement card in a timely manner. However, the customer service representative explained that there was no way to expedite the process. 

Merely saying that you are sorry seems like a platitude where is no corresponding action to compensate the other party for the hardship. After considerable debate, the customer service representative offered me XXXX bonus points for my troubles. The representative was extremely reluctant to admit that XXXX bonus points was only {$5.00}. Essentially, HSBC did not appreciate any of the difficulties that I had endured as a result on not having access to a credit card. The company seems to indicate that my time is only worth XXXX dollars. Despite asking the question several times, the XXXX representative could not name a single item that I could actually buy with my XXXX dollar credit. 

It seems insincere to apologize for the delay in providing a replacement credit card with XXXX bonus points. Even worse, your customer service representatives acted in a manipulative way to imply that XXXX bonus points was a significant concession. I am guessing that a XXXX dollar credit is not a significant investment in customer goodwill by a large multinational financial institution. 

CONCERNS RUDE CUSTOMER SERVICE REPRESENTATIVES I spoke with three different representatives over a two hour period on Tuesday XX/XX/XXXX. In the course of these conversations, I incurred the following unprofessional behavior : 1 ) IGNORE THE QUESTION The customer service representatives would merely ignore difficult questions and simply read from a script. I do not like being treated like a child or an XXXX who can be ignored. I expect to be treated with respect. I am not an Alzheimers patient who will forget that no one answered my question. 

2 ) PLACING ME ON MUTE AND IGNORING ME I was intentionally placed on mute and a customer service supervisor did not even listen to my concerns. She denied this unprofessional behavior. However, she could not repeat any aspect of my concerns when I asked her to prove that she was listening. 

3 ) EXTENDED HOLD TIME After speaking to two customer service representatives, I was placed on hold for over 30 minutes before a manager eventually answered the line. No one ever provided an update during the 30 minutes on hold. No one ever apologized or attempted to clarify the unreasonable wait time. It seems like HSBC merely wants to frustrate customers with bad customer service so they eventually hang up. 

4 ) LIES I was promised that someone from HSBC would contact me the following day. Unfortunately, no one from your company contacted me on Wednesday XX/XX/XXXX. 

5 ) HANG UP My attempt to resolve this issue with HSBC was eventually terminated when a customer service representative hung up on me. Good customer service involves a certain level of patience and understanding. Unfortunately, customer service representatives who are easily frustrated and lose their patience is not acceptable.

Company response to consumer: Closed with explanation