I've been a customer of HSBC Mastercard for over 10 years and recently bought Microsoft Office software from a company online, softwaresupportcenter.com, that was very highly rate. The software came via email link and web key. Neither ever worked and what did download on my laptop was corrupted (have to have Dell repair it) bits of software. I contacted software seller by phone and online chat support to no avail, then asked for my money back and after no response I filed a dispute with HSBC, after getting nowhere with the software company, HSBC not only made me provide copious "proof" of purchase, run around trying to get what they deemed valid outside party letter of proof that my laptop was indeed without the said software (those companies all wanted money, of course, to write said letter), and after all that today I find an email in my spam box saying they refuse to refund my money! They said I didn't provide enough proof. And funny thing is on 12/21, late afternoon someone from HSBC (didn't leave intelligeble name or contact info) said to call the number on the back of my credit card as they needed more information with regards to my dispute. I called repeatedly on 12/26 since I was gone for Christmas when the call came in but never could reach a live person, then sent a fax to dispute department asking them to please call me so I could find out what they needed and yet again, no call back from them.
I have now reached out to the new owner of HSBC, Capital One, and they were extremely shocked by this poor treatment and are working to help turn this around. I've had 2 major accounts with Capital One for more than 17 years.
I am closing my HSBC account even though it is no longer truly HSBC just because of the horrible experience. Now a days it seems the customer is no longer valued by online companies... They hide behind distance and computers. One more reason to buy local no matter what. The little bit extra you spend is a better guarantee that if something does go wrong someone is nearby to be held accountable.
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