HSBC Platinum 60,000 $199 fee

[Lawrage]

Its been more than 2 months since I met my spend as well. Have blasted off a message in online banking.

If I hear anything il let everyone know.

 

[Dr Ralph]

Its been more than 2 months since I met my spend as well. Have blasted off a message in online banking.

If I hear anything il let everyone know.

I followed up with another letter. And just now I've posted several negative comments on their Facebook page.

They have another 10 days and then I'm contacting the FOS.

 

[Lawrage]

I followed up with another letter. And just now I've posted several negative comments on their Facebook page.

Good call, Facebook often gets someone looking at it a bit closer.

Hope I don't have to go through this with Mrs Lawrage card in a months time.

 

[Dr Ralph]

Good call, Facebook often gets someone looking at it a bit closer.

Hope I don't have to go through this with Mrs Lawrage card in a months time.

In my experience Citibank is the worst to deal with. Incompetent is too kind a word for Citibank. I'll never deal with them again.

But my first experience with HSBC may also be my last.

 

[Dave G]

Met spend criteria in early Nov -
Wont be holding my breath by the sound of it...

 

[Dr Ralph]

Got a response from HSBC via Facebook within 12 hours.

Strongly suggest that others post something to the HSBC Australia Facebook site and make this as public as possible.

 

[Dr Ralph]

Got a response from HSBC via Facebook within 12 hours.

Strongly suggest that others post something to the HSBC Australia Facebook site and make this as public as possible.

HSBC called me, despite me telling them to respond in writing.

They tell me that the reward points were to be paid at the end of a billing cycle AFTER reaching the minimum spend, not at the end of reaching the spend.

I quoted the relevant clause of the contract to them, which is inconsistent with what they were telling me.

They failed to admit that they were in error.

They've said that the points would be awarded at the end of the next cycle, which is in about 5 days for me.

I pressed them for compensation for breaching the contract and have had the issue of refunding my annual fee referred to a complaints team.

 

[Lawrage]

Glad you going to get your points soon, will be interesting to see if you can get the fee waived.

Not sure how they are getting this confused, seems pretty straight forward to me

"Bonus points will be credited within 2 months of eligible spend criteria being met."

 

[Dr Ralph]

Glad you going to get your points soon, will be interesting to see if you can get the fee waived.

I will be getting the fee refunded. If that doesn't happen I'll be issuing a letter of demand for a breach of contract and billing them for my time at my professional rates.

Not sure how they are getting this confused, seems pretty straight forward to me

"Bonus points will be credited within 2 months of eligible spend criteria being met."

Indeed. They cannot possibly interpret that as occurring at the end of a billing cycle. This is a significant mistake which impacts every customer.

I suggest everyone contact HSBC about it the moment their bonus points do not post in accordance with the terms of the offer.

 

[big_RED]

My 2 months since 3k spend is Dec 16, which when I called the call centre previously I believe this is what he quoted me as well.
However he also said originally that the 3k I spent was $2.5k at 1:1 points, and then $500 at 0.5:1 so therefore I hadn't spent $3k... which he meant I hadn't received 3k of points, but he was terribly confused.
So after explaining the deal 3 times to him he finally came around and realised I could spend $3k, and DIDN'T need to earn 3k points to be eligible for the bonus points.

I feel the call centre have absolutely no idea at all.

 

[Dr Ralph]

My 2 months since 3k spend is Dec 16, which when I called the call centre previously I believe this is what he quoted me as well.
However he also said originally that the 3k I spent was $2.5k at 1:1 points, and then $500 at 0.5:1 so therefore I hadn't spent $3k... which he meant I hadn't received 3k of points, but he was terribly confused.
So after explaining the deal 3 times to him he finally came around and realised I could spend $3k, and DIDN'T need to earn 3k points to be eligible for the bonus points.

I feel the call centre have absolutely no idea at all.

Recommend you send a letter of complaint to them detailing your experiences and requesting a refund of the annual fee. HSBC are only going to learn if people take action. You don't have to accept cough service and breaches of contract. Ask yourself would HSBC not enforce the contract against your if you missed your payment deadline?

 

[BettyB]

Have taken your advice DrRalph and sent a letter of complaint today.

Hope you don't mind but I based my letter on the one you set out in #65

 

[Dr Ralph]

Have taken your advice DrRalph and sent a letter of complaint today.

Hope you don't mind but I based my letter on the one you set out in #65

That's fine BettyB - I wont even send you a bill

I provided my letter to show people what I was doing and so anyone could use it in full or in part if that wanted to.

I hope HSBC gets hundreds of similar letters.

Good luck.

 

[big_RED]

Recommend you send a letter of complaint to them detailing your experiences and requesting a refund of the annual fee. HSBC are only going to learn if people take action.

If I don't get the points on the 16th of December which is the 2 months I'l email them. Their complaint URL is here if anyone wants it.
Will also use your letter Dr Ralph but will adapt it so they don't think a whole heap of people are just copying + pasting it.

 

[Dr Ralph]

If I don't get the points on the 16th of December which is the 2 months I'l email them. Their complaint URL is here if anyone wants it.
Will also use your letter Dr Ralph but will adapt it so they don't think a whole heap of people are just copying + pasting it.

Go for it. But make sure you do it immediately (Dec 17). And keep a record of everything.


60,000 points for $0 is worth the effort!

 

[BettyB]

That's fine BettyB - I wont even send you a bill

I provided my letter to show people what I was doing and so anyone could use it in full or in part if that wanted to.

I hope HSBC gets hundreds of similar letters.

Good luck.

Thanks DrRalph. Not sure I could afford your rates

What was the second letter you sent that you mentioned in an earlier message?

 

[Dr Ralph]

Thanks DrRalph. Not sure I could afford your rates

What was the second letter you sent that you mentioned in an earlier message?

A follow up to the one I sent on Nov 28.

Part of it stated:

'You have 14 days from the date of this letter to award the bonus points or the matter will be directly referred to the Financial Ombudsman Service.'

I can PM it to you if you really want to see it.

 

[Dr Ralph]

Received a standard email from HSBC today:

'Dear Dr Ralph

Thank you for your complaint in relation to the bonus Qantas Frequent Flyer points.

At HSBC, we are serious about customer satisfaction and we work hard to get to the bottom of a customer complaint. We can assure you we will complete a full investigation into your complaint.

We will be in contact with you shortly to address your concerns and provide the best available solution to resolve the issue as soon as possible.

Further information in relation to HSBC’s complaint handling procedures is included in the enclosed Handling Your Complaints and Feedback brochure.

Please accept our sincerest apology for the inconvenience this may have caused you. We appreciate you taking the time to lodge this complaint and look forward to discussing this further with you.



Kind Regards,

Customer Relations Australia
HSBC Bank Australia Limited
Level 39, Tower 1, International Towers Sydney
100 Barangaroo Avenue
SYDNEY NSW 2000 AUSTRALIA'


I've no doubt that the bonus points will be awarded BEFORE the complaint investigation is finalised, so the focus will be on getting the annual fee refunded.

If you haven't already lodged a complaint where your points have not been awarded in the stated time frame I urge you to do it immediately.

 

[hb13]

I applied for this card yesterday and got instantly rejected. And I'm not sure why. I had no other issues getting the ANZ Black card, NAB Premium, Westpac Black. Is it worth going into a branch and possibly trying there? Has anyone tried that method.

Apologies if that is a stupid question, but I was wondering if it is a possibility.

 

[Dr Ralph]

I applied for this card yesterday and got instantly rejected. And I'm not sure why. I had no other issues getting the ANZ Black card, NAB Premium, Westpac Black. Is it worth going into a branch and possibly trying there? Has anyone tried that method.

Apologies if that is a stupid question, but I was wondering if it is a possibility.

Given no one has ever got the points for this deal, I'd recommend you walk away now.

There are plenty of other deals out there from banks that don't make you work so hard.