Overdue refund
Due to an error in charges placed on foreign transactions within HSBC, I was issued a credit of Dh811.06 on my credit card. However, I had ceased using my HSBC card for over five years and so, I contacted them on June 8 to ask how I could go about getting my refund. The person with whom I spoke, indicated that I would have to get the money transferred to my account with ADCB, and he took the details of my ADCB account.
Since then, I have phoned HSBC seven times (on their toll-free number) and have spoken with various people, but the refund never materialises.
On July 22, I spoke with their representative and explained how angry I was, at this being my seventh call to follow up on money due to me. She said that she could see in the system that the cheque was raised for issue to me on July 16, and with it being Eid, this was probably the reason I had not received it. She assured me I would have my cheque by July 25.
On July 26, she contacted me to discuss my refund. Due to the security questions being asked, which I was not able to answer (all related to my credit card transactions/payments, which I ceased using five years ago), I was passed around to various agents, ending up with another representative dealing with my issue. Once I confirmed that I still hadn’t received my refund, she told me that my complaint had been raised to the highest authority and that I would receive a call back within two hours.
It is now August 10, I have yet to receive the call back and I have not received my refund either.
From Ms S. Breen
Dubai
The management of HSBC responds:
I would like to take this opportunity to thank you for bringing this matter to our attention.
This is to confirm that the customer’s issue has already been resolved to her satisfaction. Thank you once again for bringing this matter to our attention.
Ms Breen responds:
Following Gulf News’ intervention, this matter was swiftly addressed by HSBC. Many thanks.
(Process initiation: August 11. Response from organisation: August 31. Reader confirmation: August 31.)
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.
