As an HSBC Credit Account holder, I received notice my card was cancelled due to inactivity. No notice was given or warning which would have prompted myself and hundreds of others to use the card. When I called to get an explanation, I was challenged by the rep. She wouldn't answer my questions and wouldn't listen to my concerns. I asked how long the 'inactivity' period was (which should be a standard term within the corporation) and not only could she not tell me the answer, but with an attitude replied with trivial and challenging questions and a condescending tone. I asked where I could find the information (as in a pamphlet/card holder agreement) and she kept saying "well you have to read the letter you got." That was not the question or concern.
She was clearly having a bad day; however, it is NEVER okay to challenge customers and answer their questions with an answer not relevant to the question. I kept clearly restating my question, then she told me it wasn't my information to have since my account was closed. This is the public information on a publicly traded company, that any and all consumers, current and prospective, have the right to read before deciding to do business with. I calmly stated, surely you must have some information for the hundreds of people like me calling upset about this. I am sure many people are calling upset and all we want is an explanation in the form of a corporate policy. Rudely she replied with a giggle, "Actually, most people [calling] are quite happy about this and are relieved..." Any intelligent educated person can say a few things: 1) this comment was intended to be snide, 2) customers are NOT calling to say 'thank you', 3) people are not happy.
The rep should have had a better attitude, should be able to educate me on the policy, and should be able to tell me what pamphlet (of the many I have through the years) I can reflect to for the info on the rights HSBC has (including that of closing my account).
HSBC is struggling as a financial institution and is hurting.
Closing inactive accounts is ignorant in this financial time. As customers are hurting financially, they rely on credit in turn giving companies like HSBC business/interest. People will NEVER use HSBC again after this experience. This could have been alleviated with a note or email with: due to inactivity, we will be closing your account in 30 days. In its place, customers get account has been closed. What happened to ethics, better business practices, retention & customer service?
new york, New York