Dear Sir or Madam
I would like to complain about you telephone banking service.
Having recently lost access to a computer on which to use internet banking, I have had to rely on telephone banking to make enquiries and payments relating to my account.
In the past when I used this service I found it reliable and easy to use, and was happy to make the calls. Now I find it stressful and difficult and I worry about having to make the calls. I often find that I don’t complete all the transactions or ask all the questions I intend to because I lose patience.
The reason for this is that you now have call centres in India and NONE of your staff understand enough English to be able to carry out a helpful, friendly or useful service. I find myself struggling to understand what they are saying and in turn they don’t appear to know what I am saying to them – it is often a waste of time. I find this extremely frustrating and it is unacceptable – why are you sacrificing good customer relations for cheap labour?
I have been with HSBC for over 22 years and in the past considered changing banks when you closed all of the branches that were convenient for me to use. I am once again thinking of closing my account with you and switching to a bank with British call centres and local branches.
I would like to know if you intend to bring your call centres back to the UK in the near future.
I look forward to hearing from you soon
Yours faithfully
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Did you get any response from them? Do you think that even gets through to anyone? or will it just land on one of the desks of someone in a call centre in India?
i’m about to send a letter to complain about a charge they’re planning to slam on me for a failed transaction which is the result of having followed their instructions exactly on a form submission. (i don’t even want to talk about that 45min phonecall with someone unintelligible who was trying to argue and talk over me the entire time i was attempting to get answers)
What i can’t understand is since they’d been able to set up a local call centre for First Direct UK, why is it anymore expensive to do the same for HSBC UK? I know the latter’s bigger but like you say, costs over quality is just silly!