Zvi sent a message to Stuart Gulliver Group CEO, HSBC Holdings PLC – email address that said:
Mr. Gulliver,
Once again, HSBC Philippines is (not) conducting business in any way or form as acceptable. Once again my wife sent a wire transfer from her HSBC account in Hong Kong to her HSBA Philippines account. She sent it as an RTGS transfer and of course paid the higher fees associated with the REAL TIME service. And again, 2 HOURS later, the transfer has still not been credited to her account in the Philippines. For me, “real time” cannot be 2 hours and while I understand that there may be certain checking procedure in place to prevent fraud, (which I agree should be in place), those procedures can be done in MINUTES and not in HOURS or worse as happened with the last transfer, DAYS!
What is even more vexing is that I have received emails from HSBC Philippines giving me the phone number of your “Customer Experience” department headed (so I’m told) by a Mr. Ocampo. A couple of weeks ago when my wife’s transfer did not arrive, we tried in vain to call your office but as has been my experience over four plus years, HSBC in the Philippines do not put any responsibility or care to answer the phone. It just rings and rings. When I brought this sore point up to someone named Lance a couple of weeks ago, he was a very loyal employee and explained that exactly at the time I called, Mr. Ocampo was in an “important” meeting. Not a good explanation for a bank where we all know there should be backup systems but I guess Mr. Ocampo is so important that HSBC Philippines cannot find someone as competent as Mr. Ocampo to answer the phone. So just now, before I started writing this ranting email, I called Mr. Ocampo and GUESS WHAT??? he (or anyone else) still doesn’t answer. I suppose another “important” meeting? Or maybe Mr. Ocampo was sent to a special class teaching how to operate a telephone.
So not only am I distressed that ONCE AGAIN, the transfer has not been credited, but to add insult to injury, there is no one at HSBC Philippines to take a phone call.
Therefore, I am copying HSBC London Press Office (I think) and hopefully this mail will also reach Stuart Gulliver – because as we all know, the buck stops with the CEO. I would hope that Mr. Gulliver will just try to call and also experience Mr. Ocampo’s version of “Customer Experience” and hopefully just send out a sacking notice to Mr. Ocampo. He is a disgrace to HSBC and any banking institution. If he worked for me, I would definitely sack him.
In addition, I know that (unfortunately) BIG BANKS like HSBC (who claim in their false advertising to be the world’s LOCAL Bank), only seem to fix inadequacies or other nefarious activities after being hit with huge fines that impact their bottom line. I intend to explore all legal avenues both in the Philippines and in Hong Kong, and if necessary in UK to bring charges of negligence, improper banking practices, false advertising against HSBC. I will also have conversations with the new, incoming President of the Philippines on the need to better regulate banks such as HSBC who take advantage of their small customers by not even providing a minimum of customer service.
As I have said numerous times, I know my wife’s account is very, very small potatoes to HSBC and they would probably be happy if she just closed her account and went to another bank. That will not happen! Either HSBC Philippines cleans up their act (and it really seems like a BAD ACT), or the publicity I will generate, will make any serious client think twice before putting any money in HSBA Philippines. And amongst other things, as a best selling author, I do know how to generate press and social media coverage.
Sincerely,
Zvi