I seriously need to complain because because, THIS HAS PLAGUED ME SO AND MADE MY LIFE SO ANNOYINGLY MISERABLE!!
RAWR!!
My unfortunate relationship with HSBC all began when I had to go to NY, being under 21, I couldn’t easily open my own bank account so I figured, I’ll open one in Singapore that I can use overseas! Between Citibank and HSBC, I chose HSBC for one very stupid reason. Amongst the banks lined up at Holland Village, HSBC was nearer to where I was.
So, my mom and I went, opened an account, the paper work was standard, all was good, until….the cards came.
We signed up as premiere members so we had these pretty red cards (I personally prefer my UOB debit card but what the heck) that are debit cards which doubles as an ATM card, standard stuff. Then we had to activate the card. See, the last time I activated a card was my UOB card and all that took was taking the pin to an ATM machine and key in the code! This time, HSBC decided that they needed to be more advanced, more secure and so they invented the soon to be condemned contraption known as phone banking.
I don’t know who thought that it was a good idea to make people key in long numbers on the telephone while listening to the disgustingly long instructions repeated by a recorder, but it DOESN’T WORK. As my mom and I had a shared account, we have 2 cards to activate, so logic dictates that we activate her card first. Turns out logic was having a hang over that day cause it didn’t matter whose card we tried to activate, they just COULDN’T BE ACTIVATED.
It started like this, we dialed the number on the back of our cards, pressed the appropriate buttons, keyed in our birthdates, passwords etc. and activated phone banking. YAY! So it was all going smoothly, next step is to activate our card THROUGH phone banking, so we called again, pressed the buttons as instructed to activate your card, input our phonebanking password, our card number and at the final stage (after you key in your card number), instead of going “Congratulations your hard has been activated”, it instead said “please hold while you connect you to our customer service assistant” followed by beeping.
….
We were all terribly confused at that point. So the customer service guy just told us to TRY AGAIN. And the banker who was designated to service us told us to try again as well, this time with MY CARD! So we repeated the process and got connected to customer service again. Our designated banker was getting a little concerned at this point, I mean we can’t be such IMBECILES that we can’t even follow simple instructions like punching in buttons on a phone right? So after being connected to 2 different customer service agents, she decided SHE WILL DO IT! So she used the bank’s phone and began the process.
Once again, we were connected to customer service. So our banker spoke to the customer service guy, told him her name, her branch and the problem we were having and the customer service guy said that he will conference call with us WHILE we go through the card activation process. We tried again, he was cut off after our banker keyed in the card number and….WE WERE ONCE AGAIN PUT TO CUSTOMER SERVICE. My banker was going crazy, and this process repeated itself around 5 more times (it’s been almost 2 hours), her colleague comes in to tell her that her next appointment needs her and he will take over. So this new guy takes over and tries to call phone banking to activate our cards.
My mom was fed up, I was just dying from boredom so I figured, we can do this BOTH WAYS. He’ll try to activate my mom’s card with the office phone and I’ll do it with my hand phone. So we did. Another 4 more tries later, STILL NOTHING. Even this new guy is getting fed up. So asks the customer service guy to just ACTIVATE OUR CARDS with his administration powers. The customer service guy says NO, you must be doing something wrong, he will (AGAIN), conference call and walk us through the steps.
And my mom snaps.
She grabs the phone, demands that he activate the card, and scolds the customer service guy for bad service. After 15 minutes, the customer service guy relented and activated our cards. That was 3 hours later.
The HSBC banker apologized profusely and complained himself that this phone banking shit was wonky and stupid, I won’t blame him, he had to listen to the SAME recorded voice over and over again for almost 1.5 hours pressing the SAME NUMBERS over and over again. So 3 hours and cards were finally activated. We stayed till the bank closed, and we went there RIGHT AFTER LUNCH (round 1pm).
And if HSBC hell ended here then all would have been well.
So I came back to Singapore. And since in NY I was living off my HSBC card, my mom decided that I can continue to do so. And then my hell started.
The first thing I tried to do was to pay for stuff by NETS with this card, it’s an ATM card and a debit card, that’s JUST like my UOB debit card, which also can be used for NETS! So I assumed it could pay NETS, I was wrong. Fine nevermind, it works as a VISA card just fine. Or so I thought.
So I was signing up for classes online and had to pay for stuff, since my paypal was linked to my UOB card which had no money, I figured I could use the HSBC card instead and pay using VISA instead of paypal. I obviously figured wrong because IT DIDN’T WORK. I keyed in the number over and over and over and over again BUT IT JUST WON’T GO THROUGH. They keep telling me that my card number was wrong. Now I really don’t think I can type my card number wrong 5 times in a row, especially not after that phone banking escapade where I typed my card number so many times that I practically memorized it. I gave up and just used Amex instead.
I thought that it could be that my school’s choice of internet payment had a glitch, so the next time I tried to buy my 2NE1 concert tickets I used my HSBC card again. I nearly LOST my seats because I had to rebook it TWICE, only succeeding when I switched to my UOB card.
Right, so how did my UOB account have money in it? Because I transferred money from my HSBC account to UOB account. But the word ‘transfer’ is really just euphemism. At first I thought, it’s the 21st century, we can do this over internet banking, so I logged on and tried to transfer money, but then the lovely website had to inform me than transferring to another bank would involve transaction fees (that I was prepared to pay) and take THREE WORKING DAYS. Have you tried transferring money using DBS or UOB? It takes maximum of two days unless you did it over the weekend, but usually transfers are done within 24 hours.
So I got fed up and decided to get my ass out of the house, go to a HSBC ATM, withdraw the cash and deposit in my UOB account manually. So I googled for a HSBC ATM, according to the HSBC website, the NEAREST ATM was at outram park MRT station. But it wasn’t even an actual HSBC ATM, it was something called atm5 network whereby HSBC and a few other banks (citibank, maybank, ANZ etc.) decided to share their ATMs so that you can use your card at a partnering bank’s machine and withdraw money. So I walked out of my house, got my ass to outram park and used the atm. First try it said transaction denied, I thought my account had no money (which was impossible because on the internet it said IT HAD MONEY!), so I tried again, the poor citibank atm could only tell me that transaction not approved and that I can’t withdraw cash. I thought that maybe it’s cause the stupid machine was out of cash.
Then I took the train to Dhoby Gaut, and at Plaza Sing decided to try my luck with a Maybank ATM that ALSO had the ATM5 sign, with the HSBC logo on it as well. Once again the same problem happened. Now really, two machines? This has to be an official problem. Thankfully the WHOLE reason why I even took the train to Dhoby Gaut is cause I was aiming to get my ass to the HSBC ATM machine at Orchard MRT station. I went there withdrew my cash and the stupid machine won’t print my receipt even when I pressed the print advice button, TWICE.
The card briefly redeemed itself when my mom and I went to Taiwan and went to HSBC ATM there. Morale of the story, ALWAYS use a HSBC ATM when using a HSBC card.
But then it proved to annoy me again. I should have known from the internet payment thing that HSBC and the internet don’t play well together. First, the HSBC branch locator is seriously screwed up because it turns out that there was HSBC ATM at the basement of Vivo City, which is walking distance from my house, tucked away in a small inconspicuous corner. Now my dear branch locator, WHY DID YOU SAY THAT THERE IS NO ATM IN THE HARBORFRONT AREA! You could have saved me so much grief. Second. I just logged onto my HSBC account today to check how much money I have and in the transaction history, it said “December 3 2012, Marche, $37”. It’s december 2 today, so I don’t know how the internet banking can state a trasncation history of the future. The BEST part is I went to Marche for lunch on THURSDAY (29th Nov). The money that I DID spend today at Chillis however didn’t even show up on the transaction history. Please tell me how am I supposed to trust this thing to check my bank balance AT ALL. It shows dates that hasn’t even happened and doesn’t show money that I have already spent, at least no in real time.
HSBC, why do you have to make my life so annoying?