Report: #397559

Complaint Review: Retail Services ,HSBC For Costco Wholesale

  • Submitted: Wed, December 03, 2008
  • Updated: Mon, December 29, 2008
  • Reported By: Seabeck Washington
  • Retail Services ,HSBC For Costco Wholesale
    PO Box 60148
    City Of Industry, California

Retail Services (HSBC) For Costco Wholesale Unethical "Late Fee" practices; no customer service via 800 #; unable to reach PO Box 15521 Wilmington, Delaware City Of Industry California

*Author of original report: Retail Services (HSBC) For Costco 1-800-220-8592

*Author of original report: Costco directs HSBC Retail Services to credit me $25 and Update my account address

Show customers why they should trust your business over your competitors...

I have been a Costco customer since JAN 1994, and post this as a WARNING to Costco members.

Costco Wholesale runs a tight ship, and quite frankly, my beef is not totally with them. Costco has arranged "HSBC" of City of Industry, CA to manage, or mismanage, the Costco credit card program.

Costco members receive bills from "Retail Services". Costco's Retail Services is managed by HSBC.

I have impeccable credit, and yet I have received multiple 'Late Fees' from HSBC over the last 3-4 years. I receive a bill, and pay it immediately. I can mail my bill out, and it will take as many as 17 days to travel from Washington state to California.

At first, I was mad; but I called them, and called, and called. Then I became pissed.

Why am I spending so much time trying to fix this? It gets to the point where you say screw it, I've got better things to do. That's what they want.

I persevered, and I finally got through after nearly an hour wait on the phone.

The individual on the phone was not sympathetic to the situation, and told me there was nothing I could do. I asked for an address to push my complaint up higher. My credit card, on one, and only one late charge was credited half the money back.

The funny thing is, I haven't had a late charge since.

These folks have either a scam going, or they are just incompetent.

I moved in September of this year, and changed my address through the US Post Office.

I attempted to change my address via a phone call in October of this year to HSBC, via the 1-800-220-8592 on my HSBC Costco bill. I spent 35 minutes on the phone and no one ever answered the phone call.

I received my October bill, and then attempted to change my address by simply updating the bill payment stub. I affixed the post office change of address label, and highlighted my new address.

My November bill came to the old address, and was forwarded to me. I repeated the process trying to update my address, but to no avail.

Yesterday I received my December bill, which was forwarded from the old address.

I called HSBC and waited for 25 minutes on hold listening to the same message, repeating in a loop.

Bottomline: Where is the customer service and why should I as a customer have to spend hours of my time calling to update an address? The system is broken.

So, what should a consumer do?

I wrote the CEO of Costco, James Sinegal, on 03DEC08 asking for help. His address is PO Box 34331, Seattle, WA 98124.

If he can't fix HSBC, then I'll be canceling my Costco account because I don't know how to get my bill in the future. You see, the US Post Office only forwards first class mail for about 45 days.

I am asking for help, that's it. I want no more, no less then to be treated fairly.

I'll upate this site on whether Mr. Sinegal was able to help me.

Good luck out there,

Seabeck, Washington
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This report was posted on Ripoff Report on 12/03/2008 05:45 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 Author of original report

Retail Services (HSBC) For Costco 1-800-220-8592

AUTHOR: James - (U.S.A.)

On 29DEC08, I randomly called Retail Services (HSBC) For Costco's 1-800-220-8592, and it only took 9 minutes to answer my call. It is better, but needs work.

Costco mailed me a letter apologizing for the long wait time, and directed Retail Services (HSBC) to credit my account $25 since I am a valued customer!! I'm looking forward to my next bill to see if I actually get it mailed to the new address, and if I have a $25 credit.

Retail Services (HSBC) sent me a letter stating that they too apologize for the issues I had with their 800 #, and that they are investigating into it. In addition, they said they were crediting my account $25.

More to follow later.
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#2 Author of original report

Costco directs HSBC Retail Services to credit me $25 and Update my account address

AUTHOR: James - (U.S.A.)

11DEC08, Mona of Retail Services (HSBC) left a message at my house requesting I contact her.

12DEC08, I contacted Mona and she told me that Costco had requested my account me credited $25 for my troubles with the phone calls to Retail Services (HSBC), and that I was a valued customer. I verified that my address was corrected (that's all I was originally looking for). I seized the moment to request that HSBC investigate A) Chronic wait times with their 800 # posted on their Costco bills (1-800-220-8592), Mona assured me that they were looking into it; and B) Late Charge Policy (Processing @ HSBC Retail Services) of customer billing, Mona stated she'd pass this to her supervisors as well. I also asked her to credit the money back to me for the two "Late Charge Assessments" that I was charged in 2006. She said that they would credit me $29 for one of the two incidents. I'll let you know how that goes.

The moral to the story, if you are getting the run around, write to the head person in charge and speak common sense. Chances are, they'll listen.

HSBC Costco problems, call Mona @ 1-800-882-9700, x78447. It took the CEO of Costco to resolve my problem, and alot of patience on my end.
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