Looks better than it is.
MAYU has a blog post detailing the exact same problem I’m having with HSBC. His card stopped working and they simply haven’t issued a new one in the quoted seven working days. I lost mine and they haven’t sent a new card to me either. Worst of all, to monolithic HSBC, this doesn’t even register as much of a problem.
Here was my process to just report the problem, not even resolve it.
16:37 – Call, go through menus, give ID info to guy. He says I’ve reached the credit department, which I didn’t select. Exact same problem MAYU had
16:42 – HSBC system hangs up on me
16:43 – I call back. I’m getting gooder at this, the menu presses are 11#0. They said they gave the courier the card but they haven’t delivered it yet. They can’t reach the courier but they’ll send them a note to… do what they’re supposed to do. Whatevs. OK
16:54 – I have some hazier idea of what’s going on. Still no card nor real assurance of one.
So, that took about 20 minutes of my time, and it wasn’t pleasant. Here’s MAYU’s experience:
Later I placed a request for a new card as I won’t’ be able to survive without an ATM/Debit card. Again the smart (most of them are self-declared) call center agent told me that it’d take 7 working days.
You might imagine my hard time during end of the month without debit card and during weekend banks also closed. Last week I called them and the lady on the other side said they’ve given the card to courier service.
I decided to take up all pain and hold up for 7 working days. In the other hand I was happy as I received my ATM pin number last week.
After all the hard time, today I called the smart customer care call center and it took about 15 minutes for them to answer the call. Then the lady on the other side said, sir you have called Credit card center. I’ll transfer the call sir! (Though the menu says its personal banking). After waiting another 5 minutes someone else answer the call. After verifying my details she told me the funniest thing I ever heard very recently.
“Sir! You have not placed a request for a replacement ATM card. You have placed a request for an ATM pin reset” duh!!! Seriously!!!!! (Unprofessionalism of HSBC in Sri Lanka)
Not having a bank card really sucks, I have to keep going to HSBC branches when they’re open, which is rarely, they close at 3PM and only a few branches are open on weekends, none on poyas. I’ve had a card stop working in China and the main irritating thing about HSBC is that they are so far removed from the average customer that they do not care. In that case they told me to wait till a replacement PIN was sent via mail. But I was in China, with no access to cash. Regardless of what they can do, there’s no empathy with the customer, you’re just part of some big machine.
That said, I tried another bank (Nations Trust) and they’re just as bad with horrible Internet Banking (not transfers or anything useful). Are there any actually good banks in SL?