Dear Sir or Madam
I would like to complain about you telephone banking service.
Having recently lost access to a computer on which to use internet banking, I have had to rely on telephone banking to make enquiries and payments relating to my account.
In the past when I used this service I found it reliable and easy to use, and was happy to make the calls. Now I find it stressful and difficult and I worry about having to make the calls. I often find that I don’t complete all the transactions or ask all the questions I intend to because I lose patience.
The reason for this is that you now have call centres in India and NONE of your staff understand enough English to be able to carry out a helpful, friendly or useful service. I find myself struggling to understand what they are saying and in turn they don’t appear to know what I am saying to them – it is often a waste of time. I find this extremely frustrating and it is unacceptable – why are you sacrificing good customer relations for cheap labour?
I have been with HSBC for over 22 years and in the past considered changing banks when you closed all of the branches that were convenient for me to use. I am once again thinking of closing my account with you and switching to a bank with British call centres and local branches.
I would like to know if you intend to bring your call centres back to the UK in the near future.
I look forward to hearing from you soon
Yours faithfully
Did you get any response from them? Do you think that even gets through to anyone? or will it just land on one of the desks of someone in a call centre in India? 🙁 i’m about to send a letter to complain about a charge they’re planning to slam on me for a failed transaction which is the result of having followed their instructions exactly on a form submission. (i don’t even want to talk about that 45min phonecall with someone unintelligible who was trying to argue and talk over me the entire time i was attempting to get answers)
What i can’t understand is since they’d been able to set up a local call centre for First Direct UK, why is it anymore expensive to do the same for HSBC UK? I know the latter’s bigger but like you say, costs over quality is just silly!