HSBC policy is not to inform customers of bank account problems

TD in Ohio said: “I opened a Best Buy account. I signed up for online billing and went to pay the bill the day it was due. I found out it cost and extra $15 to pay it that day. I reluctantly paid the $15 (on a $10 minimum due). I got online to pay the next month 20 days later and found a bounced check fee on my statement. I checked my bank and I had $2K in my acct and no indication of any bounced check. When I called HSBC they said I must have put the bank info in wrong. Twice. With the same mistake both times. But for some mysterious reason it was right in the system when I read it to them over the phone.

One person at HSBC said I wasn’t going to be able to make a payment for 30 days. Another said the payment I had just submitted online had been recorded. Both said it was HSBC’s policy to not inform customers if there was a problem with their bank account. They didn’t have the funds. I pointed out they charged $15 for same day payments, $25 for bounced check fees and 20.99% interest. They could afford an automated email.

Mostly what I wanted to know was what went wrong, how to fix it and how to make sure it didn’t happen again. All the CS person focused on was a refusal to waive the fees. I have no idea what’s going to happen now because neither of the HSBC customer service people seemed to have a clue as to how their system worked.

I know HSBC is not Best Buy, but I have a very negative feeling towards Best Buy going into the Christmas season now. Even if it costs a few dollars more by missing the sales, I’m buying my electronic presents from Amazon.”