Is HSBC The Worst Customer Service in Australia?

furyou on 07/02/2024 - 23:49

I'm using HSBC for the two percent cash back. But I'll find the customer service worse than nonexistent.

Firstly the app is mostly broken but you can kind of get the chat. There's no way to send a message like other banks.

So you can start with chat and then go through a few hoops with the robot before it lets you talk to a human.

It asks you to type in your query which I do.

1 hour and 40 minutes later a support agent answers and asks me what I need. Presumably they do not read the query they asked me to type in.

Of course I'm not sitting there for two hours waiting for a reply on the chat. When I get there, I see that the agent has closed the chat because I haven't replied within 10 minutes.

It proceeds to ask me to complete a survey which it doesn't let me type in and send due to some bug in the app.

Looking back at my site history it seems I've done this a few times and I've never reached a person.

Like WTF?

btw My query is that my 2% cash back stopped working for a week and then magically started again.

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Comments

  • foxmulder on 07/02/2024 - 23:57

    A lot of company chat is just not good. Another example is ikea one. Sometimes best to just call them. Anyway 2% cash back only works if you tap your card for any transaction less than $100 and you did your $2k deposit.

  • StevePER on 08/02/2024 - 00:51
    +4

    The last two times I have used online chat with other major banks they have just told me they can't help and I need to call.

    I reckon HSBC customer service is not great, but they're far from the worst.

  • JIMB0 on 08/02/2024 - 07:24

    Don't bother going to one of the few branches. You'll wait in line for 20 minutes only to be told you need an appointment and there's none left that day.

    The appointment booking system is run via email and requires several emails back and forth to secure a time. If it wasn't for the 2% cashback I wouldn't bother with this bank.

    • KaTst3R on 08/02/2024 - 10:33

      That is if you can find one. HSBC closed many of their branches in Sydney. Most inquiries are directly to HQ unless it is the simple account admin fix ups etc.

    • miwahni on 08/02/2024 - 23:47

      I didn't know you needed to make an appointment. I went into the branch in my lunch hour to close my account and it took 45 minutes - and I was the only person in the branch.

  • payless69 on 08/02/2024 - 07:54

    Somebody must have missed whigepool, complains about a major bank and probably loves UP bank?

    Yeah the rtfm's on banks are getting longer.

  • jozsurf on 08/02/2024 - 08:08

    btw My query is that my 2% cash back stopped working for a week and then magically started again.

    You probably hit their $50 per month cashback limit.

    • furyou on 08/02/2024 - 09:58

      That must be it I didn't know there was a limit or that we spent that much…

  • tharlow on 08/02/2024 - 08:31

    HSBC’s backend systems are second to none. You’ve probably been flagged by their state-of-the-art AI customer evaluation algorithm as what is known in professional banking circles as a parasitic customer. Once you start making the bank some money, you can expect better service

  • Sinnerator on 08/02/2024 - 08:50
    +1

    unless you are laundering money then yes

    • tharlow on 08/02/2024 - 08:55

      Have Some Bent Cash?

  • Brick Tamland on 08/02/2024 - 08:54

    Yes, it's bad. Wouldn't use them again for anything

  • burningrage on 08/02/2024 - 09:40
    +1

    They are bailing out in many countries and now with this constant business bashing at the moment (eg: "Right to Disconnect", Supermarket enquiry, Scam Liability Transfer, "Big Profits"), I wouldn't be surprised if they may exit Australia and when that happens, we all lose (think Citibank's fee free for life CC, no fee transaction account, excellent FX).

    Their HSBC Star Alliance and Everyday Global are still I think excellent.

    So be careful of what you wish for.

    • nman4k on 12/03/2024 - 16:08

      Business bashing? Jesus Christ dude

  • jv on 08/02/2024 - 10:13
    +6

    Is HSBC The Worst Customer Service in Australia?

    No, Telstra have patented that…

    • Darayus on 08/02/2024 - 10:27
      +5

      Qantas

      • jv on 08/02/2024 - 10:43
        +1

        I think Qantas do it under licence with Telstra.

  • AnyFurtherDiscount on 08/02/2024 - 11:51
    +1

    If you find HSBC customer services is worst. Try Qantas or Telstra, one of the big group of Australia.

    HSBC is international bank, which is not major bank in Australia so I didn't expect much. Also their sign up process is pain in the arse. Go through 200 steps of securities and noty necessary hassles.

    And close DEBIT CARD account must go to branch or send letter. You cannot do it over the phone or online, web or apps. Imaging you working office hours.

  • MrGarciaA on 08/02/2024 - 12:10
    +1

    Sounds like a typical banking experience in Aus tbh. At least HSBC has online chat services. For comparison CBA markets its online chat to you but it's literally just a chat bot that tells you "Chat to a human" to get your question answered then makes you wait 2+ hours in a phone queue. And if during your 2+ hour wait the clock ticks over 5pm Mon-Fri, you'll get hung up on and be told to call tomorrow during business hours.

  • Bid Sniper on 08/02/2024 - 12:11
    +2

    Depends on how much money you are laundering

  • doctordv8 on 08/02/2024 - 17:43

    "Is HSBC The Worst Customer Service in Australia?"

    Have you dealt with Australia Post Parcel delivery and raised an issue yet?

    Or Trinity Investments?

    They are right up there useless.

  • Ghost47 on 08/02/2024 - 20:45

    Never dealt with them. But I hear they provide very good service if you know the secret handshake and passphrase. Somehow the customer service becomes as efficient as a, let's say, washing machine.

  • Empharand on 08/02/2024 - 20:48

    Of course I'm not sitting there for two hours waiting for a reply on the chat. When I get there, I see that the agent has closed the chat because I haven't replied within 10 minutes.

    Ummmm…. Call them?
    I haven't had a bad experience with them personally, they have always been great (On the phone, I only ever used chat once). Usually get through to someone within about 5 minutes

  • park on 18/02/2024 - 21:53

    Yes I'm four months into my quest to get them to fix an airport lounge charge on my HSBC credit card that was supposed to be a free perk of the card. Mega time-wasting saga and lots of fibs from customer service

  • _tony on 02/03/2024 - 14:51

    I had this problem. All I did was exported the spreadsheet and listed the transactions for them. Shouldn't have to, but resolved the issue much quicker

  • Repposh on 18/03/2024 - 10:55
    +1

    HSBC website/app/chat is one of the worst. Self service features are almost non existent. You can't even request a new card online.
    OTOH the wait time when calling is one of the shortest.

  • furyou on 08/04/2024 - 18:24

    Get this, HSBC is so secure that you cannot transfer money between your own accounts.

    There is this everyday savings account where you cannot transfer to any of your own accounts. That's right you cannot transfer between an HSBC account to another HSBC account that you see right there next to you in your online banking. You can only transfer to a nominated account which you need to sign up using (fax) or walking into the branch.

    Like wtf dude, secure my money from my arch nemesis - me!

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