I financed my motorcycle through HSBC. I financed $5000.00 and I made multiple payments that were double what I needed to and once made a 1/4th payment for the month.in November or December 2 payments were electronically deducted from my account (only one was supposed to). I called and the rep refused to return it, said they couldn't.
Then I was told they could "mail me a check" in two weeks. I PAID ELECTRONICALLY! After a lot of yelling the representative went ahead and applied one of my payments to the next month's bill.
Also during this time, my payment was supposedly? Late? So I paid my regular payment plus $35 but did not realize until months later that I was being charged INTEREST for the late payment!
They did not apply the late fee to the late amount, saying that I should have called the next day and? Told them to apply the money to the late fee! EXCUSE ME? I paid through the website.
THEN again 6 months later in May two payments were deducted from my bank! I called and complained but they did not give a damn. On June 2 I finally got Sam fromthe Illinois Call Center to refund my payment. He said I would get it in two weeks.in mid June I still had not receive my check so I requested a payoff amount (by email! - documentation) and received the payoff amount TWO DAYS later (they say they will respond in 24 hours) My payoff amount was dated on the 16th and good through the 30th of June.
My bank issued a check for the full amount and it was mailed, dated June 23rd. On June 26th the website noted a processed payment for $99.00 - 24 days after they said they processed my return -
HA! Well on the website they show that they received my last payment of over $1,417.74 but they should that I now owe $99.00. It is July 5th now and I still have not received the stupid refund - which IF I ever do will be returned to sender. I wonder if they will ATTEMPT to charge interest for that $99.00 that I will never deposit or handle in any way shape or form.By the way - I was a great customer, with good credit (I purchased a home just fine) AND just an FYI, this company is finance outside of the US and run by Indians angencies not American! This is probably why they are so deplorable. And were are these addresses below to, where is Fort, Mumbai 400 001? I mailed complaint letters and they were returned (not enough postage?).
FROM THEIR SITE:
ARE YOU GETTING THE SERVICE YOU DESERVE?
At HSBC, we want to make sure that you get only the very best of service from us, service which you, our valued customer, deserve.
If, at any stage, you feel that our service levels are not upto your expectations, here is what you can do:
1. Please write a letter to the Manager of the Branch / Division explaining the details of the issues concerned. You will receive a response within a period of 14 working days of the Branch Manager receiving the letter.
2. If you do not hear from the Branch Manager within 14 working days, or if you are not satisfied with the response, please write to:
Mr. Nicholas Winsor,
Country Head, Personal Financial Services,
HSBC,
52/ 60, MG Road,
Fort, Mumbai 400 001.
You will receive a response within a period of 14 working days of Mr. Winsor receiving the letter.
3. If you do not hear from Mr. Winsor within 14 working days, or if you are not satisfied with the response, please write to:
Ms. Naina Lal Kidwai,
Chief Executive Officer, India,
HSBC,
52/ 60, MG Road,
Fort,
Mumbai 400 001.
You will receive a response within a period of 14 working days of Ms. Kidwai receiving the letter.
4. If you do not hear from Ms. Kidwai within 14 working days, or if you are not satisfied with the response, please write to the Banking Ombudsman, a statutory body appointed by the Reserve Bank of India to look into the provision of satisfactory service by banks. Brief details of the scheme are as follows:
The Reserve Bank of India has appointed an Ombudsman, who can be approached for redressing customer grievances if they have not already been redressed by HSBC. The salient features of the Scheme are as follows, and the following conditions will apply before the Ombudsman can be approached:
1. The complainant, before making a complaint to the Ombudsman, had made a written representation to HSBC, and the Bank had either rejected the complaint, or the complainant had not received a reply within a period of one month after the complaint was received by the Bank, or the complainant was not satisfied with the reply given by the Bank.
2. The complaint is made not later than one year after the complainant has received HSBC's reply to his/her representation or, where no reply is received, not later than one year and one month after the date of the representation to HSBC.
3. The complaint has not been settled by the Ombudsman in any previous proceedings.
4. The complaint is not the subject matter of proceedings before any court, tribunal, arbitrator or any other forum.
5. The complaint is not frivolous or vexatious in nature.
6. The complaint is made before the expiry of the period of limitation prescribed under the Indian Limitation Act, 1963 for such claims.
If you have any issue, which you wish to take up at this forum, please contact your Branch who will advise you in this regard.
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