HSBC Bank

I have a current account at Romford branch. I visited with my wife to change the account to joint. They my wife's passport name doesn't match with the Proof of address. So in about 2 weeks time I got the name corrected and visited the branch and I was told they can't do it and the reason they said no staff. The Manager I spoke to didn't give me an appointment for another day I called the customer service and they said can't do anything. No option. I was there for nearly 30 minutes and I see Manager folding his hands and chatting with a staff doing nothing. Very poor service!!! I came home called customer service next day they said that form will be posted to me to fill and return with documents. Form came and I returned with documents last week. Today I got a call from HSBC Hornchurch asking me to come and they can do it while I wait and ask to come to the branch. See the time waisted because of the rude Manager in Romford branch.

HSBC must be the worst bank out there. This Romford Branch is not entirely what this review is about but it's a contribution to the issues I've had with HSBC. 20nd Oct - Opened a credit card with HSBC (never had account with them before, new customer) 20 Oct - Activated card and went to the branch to register for Mobile Banking/Telephone banking. (Romford) Good experience so far. 21 Oct - Try to make a payment with credit card, card declined. (Online standard purchase well below limit) Proceed to make approximately 10 calls to HSBC and get constantly redirected from Customer Service team to Fraud Response Team. Informed that there is a credit card block but don't worry, let me transfer you to a team that can help I was then transferred constantly between customer service team and fraud response team as none of the teams have 'access' to lift the block and putting blame on each other that the other team is giving false information and does have access. Fraud team asking for sort code/account number or they can't help. I only have credit card number. Eventually informed that I must go to the bank with a proof of identification to lift the fraud (Customer Service advise) 26 Oct - Attend Romford Branch with ID and get assistance from front of house staff. Proceed to tell me that there is nothing they can do and that I must phone them to get it unblocked............After expressing frustration and hopefully saving myself another 10 calls (I hoped so) she takes copy of my ID card and uploads it to my 'CC account' She then says she will need to phone a telephone customer service team and that lift should be lifted in 24 hours. 72 hours later - 28 Oct - Call customer service to check status of my block, it is still in place and they decide to direct me to Fraud Response Team (lol) 29 Oct - Customer service person calls Fraud team on my behalf and confirms that it is a credit block that Fraud response indeed can't remove. I am then provided with extension of 76273292 internally and I must ask to call again during that specific team opening hours as they are the ones who placed the block and can remove it. I call them up and they say 'Sorry we can't remove the block, the procedure is that you have to go to the branch with photo ID to be able to help you.....(even if I mentioned multiple times that my ID is already photocopied on the account) I asked for escalation to management but due to Covid and home working, she will have to write him email to get back to me (72 hours passed, nothing) 30 Oct - Proceed to go to Romford Branch to follow up with the front of house staff who photo copied my ID to see how we are getting on. She said she will send email today to follow up but there is nothing she can do as the team that escalated the query to 'Are not customer facing team and they have to complete their checks' After asking what's their service level agreement I get no response and end up leaving the branch . This must have been the worst experience and I am so glad that I do not have account with the HSBC. Everything about the bank is awful from mobile banking app (slow, unnecessary over-done security, hard to use) I will now wait to see how long this credit card block will be lifted and will probably end up cancelling my credit card and go with a different provider. Just absolutely worst customer service (multiple calls put on hold and hanged up) and I am not the person to shout at someone over the phone as I understand the person I am speaking with is not the one that caused me an issue or irritation but they just don't seem to be interested to help me and decide to drop the call and move to someone 'easier to fix/assist' Save yourself some trouble and go with a different provider. It is extremely funny how they have to do 'extensive fraud checks' after I attempted to simply buy car insurance policy on the credit card so I can save interest costs and spread it over monthly repayments. Nothing else that could be considered suspicious and nothing was taken from the account.

Completely disregarded my inquiry. Been a member of HSBC since 2002. Worst service I've ever recieved. Its the worst branch I've come across in the past 18 years. Luckily Nationwide was close by and helped me with my query.. only been a member of nationwide for a year!

We are in the middle of a worldwide panademic ..I asked politely if they do different times for customers that are old or vulnerable ,to be told "we are not an emergency services" ...from a rude male member of staff who was boosting 5 mins before how standing outside doing nothing is best part of there job ! Yes ur not emergency services ..but then nor is every other shop,supermarket or bank !! But they care for there customers health ! Rude, inexperienced jumped up staff !

1st class service this morning in romford hsbc by Vicki and shahene they were so efficient and very helpful to me...the best customer service