I recently refinanced my car with HSBC Auto. I signed up to do my first payment with them online on 2/18. I received a confirmation almost immediately. Five days later, I received the following email:
Transaction: (Blocked for security) Return Code: XXX (No Account/Unable to locate account) - Your request for payment has been returned by your bank as Unable to Locate Account. Please verify your bank information and change/edit the information prior to submitting another transaction. If the information is found to be correct, your bank must fax a letter of indemnity to FKNC's ACH Department in order to reinstate account activity. The ACH Dept fax number is 270-737-4882. Thank you for using HSBC's payment site.
I went to their site to attempt to log on and see where the error lie. I tried repeatedly to log on, to no avail. So, I called 1-800-418-1888, as directed on the error message. I got a woman that spoke with a thick accent and informed me that I had to make a payment on the phone since I was late. I told her I wanted to straighten up my online information first. She said she couldn't help me with my internet account. I asked her who could. She said, "No one, try calling back later." I decided to take care of my payment and try back later to see if someone else could help, since she was taking me in circles. So, she started taking my information, then I thought to ask if there was a fee. She said it was $10. Nice to tell me that earlier. I had to make my payment, tho, as it was now late.
I called back a few minutes later, hoping for someone that could help and got another woman, who I advised of my internet issue. She said try logging in next month when I make my payment. I told her that I did not want to deal with it next month, but I wanted to resolve the issue now. Especially regarding my bank account information. She said nothing could be done. I asked for a manager. She told me they'd say the same thing. I asked for the department in charge of their website. She said no one was in charge of it. I said, "You've got to be kidding me." She then asked if I wanted customer service. I told her to please transfer me.
The gentleman in customer service said he'd transfer me to their web manager.
I was then transferred to a woman who laughed when I told her what happened. She said they handled accounts for several companies but not websites, and that HSBC keeps transferring website problems to them, even though they've been told that they had nothing to do with their website. She said she gets daily complaints about them and wonders how they manage to stay in business with the horrible customer service they offer. She tried to think of ways to resolve my internet issue, to no avail.
I am horribly disappointed in the lack of assistance and knowledge of where to send someone for assistance. What a nice way to keep the customers paying the $10 telephone payment fee and possibly late fees. Boy, one month/one payment, and I can't wait to switch my loan to another company!
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