i'm very very angry and upset big time with hsbc customer service or rather its internet banking department's staff's customer service.
just sent a 2-ponged attack through secured e-mail to the staff concerned as well as a separate e-mail to their general e-mail account so even if the staff's superior tries all ways to hide my problem and still refuse to give me my demanded level of customer service, another department that received the general e-mail will, unless the general e-mail goes through their department. come to think of it, it might. since its all internet related. then i shall have to just write in formally. or check out the Personal Financial Services president's e-mail address and send him an e-mail to his personal account. i definitely have my ways ok!
but for now, i genuinely hope it doesn't have to go to this extent and
she can resolve this for me.
RE : URGENT Complaint - Internet Banking Ms Joey Lee
Hi,
I've sent numerous secure e-mails corresponding with this Ms Joey Lee, however, till date, my problem still remains unsolved. Since she cannot resolved this, I hope someone else can.
I sincerely hope someone can look into this, investigate and assist.
***************************************
Dear Ms Lee,
Please note that your reasons are quite contradictory.
If I'm still with Orchard branch (as shown in the intranet staff directory as per mentioned by Aisha), I would have access to a fax machine at the branch AND I do not even have to send it through normal snail mail or even internal mail as I can literally walk into SOC with my invoice for them to do my disbursement. I would have arrange for the CO to be sent to my own branch for my collection rather then suggesting routing to UBT branch to collect. PLUS since I'm under PFS, I would have been notified of UBT branch closure as its quite a big news to close a HSBC branch out of the only 13 branches HSBC has and not dumbly indicated that I want my CO to be collected there.
This is all common sense.
However, you have choose to ignore and just assume. I did provide you with my handphone number for your further clarifications but I was not even given a call.
Even if my account is still being tagged with staff status, this is of no fault of mine. I cannot go and change my own status right?
I'm officially a customer of HSBC since May 2004 and I do expect a great customer service experience that is expected of a foreign bank.
Even, if I'm still a staff, there is such a thing call Internal Customers as well. I strived to provide the best customer service as I can when I was with HSBC and since now I'm no longer with the bank (which is an YEAR ago), I do demand on an equal level service that I had provided. I know what is bad, poor, good and excellent customer service (I've attended HSBC trainings on customer service and managing dissatisfied customers) and I'm sad to sad that this is in a very bad customer service category.
I'm genuinely traumatised.
Please get your superior or whoever that can handle this since it is out of your boundary to contact me. I repeat my handphone number for the umpteen times : 9xxxxxxx.
Thank you and I look forward to someone whom can resolve my problem to give me a call as soon as possible.
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Dear Ms Chua,
Thank you for using online@hsbc.
We advise that at the time of your enquiry, your accounts were still placed under the staff status thus the credit department had suggested that we provide you with the suggestion of submitting the invoice directly to them on Level 3 of The Atrium@Orchard by emailing you through Lotus Notes. This was suggested since you mentioned that you do not have a fax machine and do not wish to send the invoice to them by post. As at that point in time, the L-note was sent successfully thus giving the impression that you were still with the Bank. We had also mentioned clearly in that L-note whereby Bukit Timah Branch was already closed since Feb 05 and asked for an alternative branch to hold your cashier's order or mail it to your address. However, we note that you were unable to read this information prior to your teleconversation with Aisha.
As mentioned in our previous email, we had consulted the credit department on your request to draw down the amount of SGD x but we regret to inform that they are unable to accede to this. Thus, we seek your understanding in this matter.
Should you have other enquiries, please feel free to contact our 24-hr Customer Service Hotline at 1800 227 8888. We will be pleased to assist you.
Best Regards,
Joey Lee (Ms)
Internet Banking
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Though I know my amount involved is small, my issue may seem insignificant to a esteemed and foreign bank that is handling millions or billions a day, but I'm really feeling very stressful by the turn of events due to an oversight or senseless assumption of a staff to no fault of mine, a small-time customer.
I look forward to hearing from someone soonest as my credit card bill for that amount will be due soon (I've signed for it first).
Thank you.
Warmest Regards,
Linda
*sighs* sounds so drama right?
anyways, on a lighter note, i've finally completed writing my marketing notes. yay~ i'm so happy. it took me 1 and 1/2 weeks, which i think can be considered pretty efficient. hee...
so tomorrow i shall start on my bank treasury management. i totally do not have a single clue on what's that all about so i predict that would be going to take me a longer time to finish writing up the notes. because i'm retaking marketing so its not at all new to me.
i need to write notes in order to absorb the gease of it. i can never just read the lecturer's notes or textbook. it never goes into my head at all. so its rather time-consuming as some friends memorise straight and thus saves some time.
3 more weeks to my exams. getting more stressed though i've completed one module's half revision. haven't go 'si ma lu' pray yet. will go probably this weekend.
ok, got to go sleep now. so worn out. feeling even more drained after the exchange with hsbc. nite nites!
