HSBC Customer Service

User Reviews, Ratings and Comments

HSBC customer service is ranked #911 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 20.76 out of a possible 200 based upon 568 ratings. This score rates HSBC customer service and customer support as Terrible.

NEGATIVE Comments

558 Negative Comments out of 568 Total Comments is 98.24%.

POSITIVE Comments

10 Positive Comments out of 568 Total Comments is 1.76%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • HSBC

    Customer Service Scoreboard

    • 20.76 Overall Rating
      (out of 200 possible)
    • 558 negative comments (98.24%)
    • 10 positive comments (1.76%)
    • 2 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.4 Issue Resolution
    • 1.8 Reachability
    • 1.5 Cancellation
    • 2.8 Friendliness
    • 2.0 Product Knowledge

Add your review!

Posted by Matt


Phone support is somewhat helpful, but the Customer Service department refuses to speak with me, answer my multiple emails, and hide behind thier frontline staff. They require emails but refuse to respond in kind, or call. They have all the details and contact information, voided checks, account numbers - EVERYTHING - but refuse to do their job and SUPPORT CUSTOMERS!!! Why are they even paid, unless perhaps it's all AI now? Avoid this bank at all costs

Posted by Ian Francis


Deplorable service ...call centre employees need more training and better resources .On the last 2 occaisions the phone went dead.The transaction ,a simple change of date never happened .Secondly when i tried to arrange foreign currency ...I was told it wasn't possible .All this on the day HDBC announced record profits .In the end I was given £75

Posted by Degs


There customer support is totally useless,

Posted by Purnima Haria


I am totally enabled to contact hsbc customer service as there is no option on phone to talk to anyone personally.
I am in Australia & I have inquiries about account in Uk. Our account is frozen in Uk & we don't have Uk mobile. We received final notice now that we will loose our money if we don't action . How do we action from Australia? If no one to contact.
Very frustrating

Posted by Anonymous


HSBC failed to fulfilled Shangri-La mooncakes promotion after completing all spending and criteria. Multiple calls made to CS acknowledging to lapse but no outcome since Jul/Aug 2022.

Posted by J


The absolute worst bank and customer service I have ever experienced. Charging random cash advance fees and dynamic currency conversion fees, with vendors that I have used before and no other bank has ever charged me such fees for. Charging me interest for outstanding balances when my balance is always paid off well within the monthly payment deadline. Tried to contact customer service via securemail, chat function, call centre, and email - securemail and mail never get a response, chat function takes three hours to respond and have incompetent untrained reps who provide generic answers that aren't helpful, call centre similarly know nothing and can't action anything. Refund finally agreed, and was promised to be in my account within 3-5 working days, and still haven't appeared after a month. Disgraceful and disgusting how a large bank can treat their customers with no respect and get away with it.

Posted by Anonymous


The worst card I ever had in my life , they send my balance transfer to a different account and been waiting for a month to get refunded . Every time I call their answer is wait 3 to 5 business days . If anyone know a high ranking customer service for HSBC

Posted by Anonymous


I called customer service 2 times.
First time wait for 20 minutes only get answered.
Second time waited for 1 hour also didn't pickup.
I am really stupid waiting for so long. Should cancel the card immediately!

Posted by Anonymous


Worst customer service ever!!!
Been trying the call them one whole day and been put on hold for hours!!!

Terrible terrible..worst customer service ever!!

Posted by Steve


The only 'Help line' is closed before we return from work ( ps this is a NON-Help line )
Don't bother ringing as there is a language barrier and the call centre staff are as good as a chocolate teapot........ every section of the On line help says ring us on the 404 404 number - but they only work 8.00 to 8.00 ....... A human for the current 24/7 banking system would help ...... now its just an App !!! That also does not work until you cal their 'Help ' that is not there.
Moving to another bank next week - as are the wife and both kids - Also moving the Very Large Business account they are happy to take a huge fee from every month.
Bye HSBC - We will not miss your pathetic service.

Posted by Anonymous


Had some coins to pay in today ( Saturday) so visited our local branch only to find it closed. Decided to take the trip into town ( Sutton Coldfield) as I thought this was sure to be open. Thankfully it was however on approaching the paying in desk found this to be closed. I was approached by a member of staff ( one of several who were wondering around watching customers using self service machines) who told me the paying in desk was only staffed Mon - Fri and I would have to come back on one of those days. I told her that this was very difficult for me due to work commitments and as I was off on holiday in the next few days I needed to pay the cash in. Her only recommendation was to try the bank in central Birmingham ( have you ever tried getting in and out of there on a Saturday ? ) or to use as paying in machines in a supermarket where commission is charged. I returned home with the cash having paid a parking charge of £1.40 so you can imagine how I feel about the bank right now. Come on HSBC - if you are going to open your doors on a Saturday a facility to pay in coinage is a basic requirement. My advice is to take one of the staff off the entrance lobby as most of the time they are chatting to each other or the customers or standing watching them and put someone on that desk. That way you might get a decent rating for giving customers the service they are looking for.

Posted by HSBC's Nightmare


I could probably write a whole book of complaints against HSBC's bad service for being with them up till now after a decade+. Yes I will definitely close my account/s with them as soon as my autopayments with HSBC gets completed this October. For the most part their incompetence is beyond me. They seem to be trained to get the customer to do their jobs for them so that their lives/jobs will be easier. They excel at making sure the customer gets so angry before they do what they are supposed to do. My recent one with them is the delivery of my phone banking pin to an HSBC branch from Philippines to China. Of course they would insist that it's their security rules to deliver to their Branch instead of directly to my address they have on me in their files. Funny thing is they said that I should give them their HSBC Branch address her that it should be delivered to. Whats the security there? Shouldn't it be the other way round? So then after more than a month of following it up someone called me finally. To my surprise it was the Courier service delivery guy not the HSBC Branch. He was asking which floor I was in the HSBC building. It was hilarious at first and told him I am a customer not an HSBC employee. I directed him to just deliver it to them and tell them to give me a call when to pick it up. But he said they don't want to accept it because they do not know me. At that point it wasn't funny anymore. Specially when I tried to inform/remind the HSBC officer that it was they their SOP/rules to have documents like these delivered to their branch and they should accept it and tell me when I can pick it up. But she replies to me oooh sorry I am not HSBC HR I do not know the rules. Wow... just wow!

Posted by Anonymous


There customer service centre is always busy. Trying to reach them since past 1 week. Worst bank experience i ever had!!!!

Posted by Dissapointed


Worst bank i have come across. I went to one of their branch in malaysia to open a basic saving accounts as i need to deposit hsbc cheque issued to me. What a shock when they refuse to allow me.open the account. The way treated me is like i stole a cheque n trying to deposit it. Really sucks. I have account in maybank n their service is excellent n they know how to treat their clients. Hsbc should have well trained n polite staffs.

Posted by Pissed Customer


Incompetent and disgusting bank.
89% excellent customer service? Eat a bag of coal.

Signed up for a credit card and a 5k loan approval. Got the credit card but man was the 5k difficult.

1st week: "We've approved your loan. Expect the money by next week."
2nd week: "Experiencing problems with the system. You should get the money by this week. Recheck often to confirm."
3rd week: "Expect the money at the end of this week."
4th week: "Your loan of 5k was declined. Please try again in 3 more months. Would you like anything else?"

Yes. Please shove your poor customer service up where the sun doesn't shine. I'd rather use Maybank. I'm cancelling the credit card soon as well because nope.

Posted by SICKENING HSBC SINGAPORE


Disgusting Bank.

Hsbc Singapore Do Not Honour The Commitment Of Its Agent, Customer Service Officers. How To Trust Further Conversation And Promise By Its Customer Service Officer. It Make You Wait For More Than 3 Months. Upon Complaint, Have To Wait For More Than 2 Weeks.
The Customer Service Officer Does Not Know Who Its Ceo Is.
They Do Not Know Reveal The Contact Tel Of The Custoer Service Managers.
What Nonsense Are They Are Taling About Meeting Customer Service Commitment And Achieving Service Excellence.

Sickening Bank.- Pooor Customer Service, Poor Marketting, Poor Managers And Not Delivering On Promises.

Posted by CHEATED BY BANK IN USAGE OF ITS


Hsbc Singapore. Bank Claimed To Achieve Service Quality. Achieving Service Excellence.
Nonsense. Disgusting Bank.

Waited For More Than 3 Months. Cheated Of Spend With Its Card And Not Honouring Of Giving Its Gift.
Terrible Customerr Service, Terrible Email Service, No Customer Service Manager
Ceo Couldnt Be Bothered.

No Wonder Negative Feedback Of 98%. Bank Need To Learn From Local Banks In Handling Complaints And Even Foreign Bank Like Standard Chartered, Citibank!
Disgusting Hsbc

Posted by DISGUSTED BANK - HSBC.


Hsbc Terrible Service. Bank That Does Not Honour Its Word.
Customer Service Unable To Address. Email To Direct Also Hopeless.
Email To Ceo, No Acknowleggement.
No Customer Service Manager.

Been Cheated By The Bank. Disgusting Bank

Posted by BANK THAT DO NOT HONOUR THEIR AD


Hsbc Do Not Honour What They Advised To Customers On Their Credit Card. At Promotion Advised On Min Spend Of $500. Upon Receipt Of Card, Confirmed. And After Spending Again Confirmed. Told To Wait For Few Months.
When Redemption Not Followed Up, Upon Calling They Went Back On Their Words And Change The Amount To Be Spend. Each Call Need To Wait For Weeks And Still No Outcome. How To Trust A Back Like Hsbc When They Do Not Even Honour Their Words. Their Customer Service Is Horrible. Not Call Back Whatsoever. Asked For Email Id Of Ceo But Cs Unable To Advise And Also Appropriate Person To Talk To
Look At Their Phone Message. Disgusting Back!

Posted by Trish


Ridiculously long waiting time when calling the under paid & clearly under-staffed people at the call centre.
Is HSBC too poor to afford more than the bare minimum skeleton staff?
They should prioritise callers whose payments they block for random fraud checks. I would never choose to call you banksters unless you forced me to.

Posted by Betty


I've called HSBC to issue my stolen ATM card. I was greeted by a person whose English was impossible to understand due to strong accent, who asked me to verify myself using the phone banking pin. He then informed me that the system is not working and he needs to ask me some verification questions:
1) The first question was the expiry date on my card! I told him the reason I call them is, I don't have the card anymore, so he took this as I failed to answer.
2) Second question was if I have any recurring payments on my account and I said yes. Then he asked what account? I was confused and asked him what he means several times and then read my account number again.

Spending 30 mins on the phone trying to make sense of the so irrelevant questions was very frustrating.

Posted by Racerx


i had a personal loan with them and it is impossible, I mean literally impossible to talk to a living person at this place. if and when you get a live person they transfer you to the wrong place or provide incorrect numbers which starts the chase all over again.

DO NOT Take a auto loan from these peopel you will chase them for ever to get your title once paid off.

Posted by Anonymous


My spouse died and trying to get the mortgage squared away has been a nightmare. I have the appropriate documents 4 times already and nothing has been accomplished. They keep putting me off as a possible foreclosure date draws ever nearer.

Posted by Disappointed


For over 5 years I've been trying to close an account with HSBC Canada.....it makes no difference if I visit the branch, phone them or write to them they will not close my account. When I first asked them to close it my balance was around 500 dolllars....it is now down to barely 200 dollars because HSBC keep applying dormant account charges to the account. Meanwhile it's over 5 years since they last sent me cards to use so I can't access the account to use it.
So HSBC is preventing me from using my account but charges me for not using it.
My advice to anyone considering opening an account......DO NOT EVEN CONSIDER HSBC.

Posted by rachel


I am standing on line at hsbc in Georgetown Brooklyn ny for more than 4 minutes waiting to make a deposit and there are 18 people behind me and 4 in front of me.People argued,complained about the situation.It is only 2 clerks at the counter.Please this is abuse to the customers. Abuse to these 2 employees.please hire more people to work.Hsbc,please stop causing pain ,suffering

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Posted by HSBC - Thank you Surin


Glad to have spoken to Ms Suring Kaur and Balan. They made good effort to address the issue faced by the customer, listening and and making up for the tiring experience of the customer after a long ding-dong of almost 3 weeks.
However communication between the Marketing team and Customer Service need to be much improved. Where Marketing team who made the decision are not answerable to the customers, it leaves the Customer Service at the mercy of the Marketing team and in a dilemma to wait for its response and thereafter convey the decisions of the Marketing team to the customers. More empowerment should be given to the Customer Service team.

Posted by Andrew


Having dealt with a number of 'professionals', on the telephone, - throughout this tough week - speaking to Sajal at HSBC was a breath of fresh air. She was both professional and warm in her approach to dealing with my call and I felt assured I was understood and that she was doing her utmost to assist. With a renewed sense of loyalty in Hsbc business banking. Andrew

Posted by T*KH


Wow, jz within 1 hr I dropped complaint form to HSBC, their customer service representative had called me. Everything were getting done now. Hooray!
I cant pronound the girl name, anyway, thanks for your courtesy n fast action. Luv u...
For those who facing same problem, u may try to contact them by drop them a feedback/complaint/general enquiry form (visit HSBC website). They will response to it.

Posted by Hari


My loan was rejected. Credit Sudhaar was my choice. Initially they were slow. But their counsellors were able to handle all my queries. I will give Credit Sudhaar a positive review

Posted by a happy customer!


Banked with HSBC for years. Never had a customer service problem. Always excellent fast service. Last month handled a problem with check account in under 5 minutes. My hats off to Sarah B.

Posted by A. Smith


I needed to contact a live person to see about having my name removed as an authorized user on my ex-husband's account. This was adversely affecting my credit score. I used the tips on this site to get a live person in new accounts and he transferred me to the appropriate department where I received fast, friendly service and my request was immediately taken care of. The direct number for HSBC credit card accounts and the Capital One accounts that they also manage is 888-385-8916. Hope this helps!

Posted by Kalab


I recently had a problem with my account. Thank you to Dan B. in the Buffalo office for his help. He was great and cleared the problem fast and easy. I appreciate it!

Posted by Anonymous


I have nothing but great things to say about the service I received recently trying to track down a BillPa payment that never got where it was supposed to. True, I had to resort to subterfuge to reach the HSBC Pres. office but once there, a Michael Hainz handled the matter with total professionalism and dispatch.

J. Miller

Posted by Patel


I am shopping frequently at Bergner's in Galesburg, IL. During my shopping I came across following employees:
a) Bridgett Teel
b) Margaret Lindsey
c) Sherry Williams
d) Betsy Clark
These employees made my shopping experience very pleasurable and because of them I am keep coming back to shop at Bergner's. These employees are great and more valuable asset to your company. They have shown real professionalism towards customer expectations. They are more knowledgeable and very helpful. Their customer service and knowledge is impeccable. I highly praise them for their excellent customer service and job well done by them.
I, my self is a business woman and I know how hard it is to get a good employee. You have these four GEMS in your company and they deserve KUDOS for job well done.

Posted by Anonymous


Always very very good

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Posted by Anonymous


Some of the Team Leaders at HSBC Call centre do not know how to treat the sub-ordinates under them.They insult them so badly or even are not concerned about helping the employee itself ,that there is no scope of performance of the employee itself.

Posted by rrraaawww22


i am a customer service rep for HSBC in the UK, and i believe that we are all wrongly labelled as 'useless' etc..
our centre has a fantastic 89% excellent customer service figure...
you should all think twice before slagging us off, we're not all as bad as you say.

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