El Hemaly Group / HSBC has a very bad services
My Debit card was taken by
Khair Zaman Supermarket machine on Saturday, March 22, 2014.
I have contacted customer
services & after long discussion giving her the machine number and time…
She told me that they shall keep my credit card in Madinet Nasr for 2 working
days then card stay in my branch for 5 days, means till Thursday April 3, 2014.
I have asked the employee; that please keeps it only one extra working day in
Maadi Grand Mall branch till my return from Spain & I will go on Sunday
April 6, 2014. To pick-it-up
I went today & found it
I have asked Walid from
customer service why? While I have informed the customer services and they sent
an email to the branch. He told me this is the process.
The process if I did not
call & spend time to pass all info to bank & ask for one day only till
my return from Spain..
I have contacted again
customer services to know what’s happened, but as usual either phone busy
because system is down or no answer.
This is not my only
complaint… In general the management of Maadi grand mall branch & the services
for HSBC became very bad: when you go for customer services, you find about all
employees having personal calls, or praying, or having lunch and 2 only serving
the customers. And tellers all windows are closed and 2 only serving the
customers… And all customers are complaining and big row waiting..
My sister got her debit
card and tried to activate it before her travel on the 22nd and 23rd
of March, but the system was down.
She went to customer
services in bank to activate it, they told her it must be through phone banking…
and she travelled without activating the card and no one helped her
What happened to HSBC…
Customer services are very careless, tellers careless, and of course they do
not have strong, professional management to control them
If these problems shall not
be solved in Maadi Grand Mall Branch & all other branches, I shall send my
complaints to the Central bank of Egypt & HSBC Main branch abroad
Train your managers, customer services, tellers,
and call centre employees that receive calls .. very well ..and improve the process
between them, to let customers complaints reach the upper management and serve
your customers better.