Late payment issue

Late payment issue

Gulf News has been doing a great job in providing resolutions from different banks, be it for finance charges or late payment fees.

I have an HSBC Gold card and have been using it for four years now, without any complaints, late payment or finance charges.

I live in Al Ain. In June, my due date was the 19th, but I made the payment on the 20th, due to HSBC closing down its Al Ain branch suddenly, without notice.

I had to travel over the weekend to make the payment, at their branch in Sharjah. The problem is, their contact centre is one of the worst I have come across — they do not know what one-time resolution is, or how to provide the right details to the customer.

Furthermore, I never received an email or SMS from them, telling me about the due date for the card. It was I who enquired with them on a regular basis. Additionally, my email address is wrongly mentioned in their records, with one letter changing the whole address.

I was charged Dh580 late payment and finance charges on my Dh8,000 outstanding, which I cleared in full. I will never pay this amount, as they only have eight branches and add to that, call centre agents who do not know where Al Ain is, in the UAE.

I hope HSBC takes my request into serious consideration and works on the issue.

From Mr Tarek Suhail

Al Ain

The management of HSBC responds:

We would like to take this opportunity to thank you for bringing this matter to our attention.

Please note that we have contacted the customer and an agreed solution has been reached to his satisfaction.

Please let us know if the customer requires any further help.

(Process initiation: July 27. Response from organisation: July 29. Process completion: August 24.)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.