HSBC Bank — Attraction in Irvine

Absolutely horrid customer service and show no respect to customers who bring money to HSBC. I want to open a premier checking account, a global account with different currency reserves, and I want to apply for the HSBC Cash Rewards credit card as well as the HSBC Gold Mastercard.

I drove for 40 miles to this branch on Saturday as I have to work 9-5 from Mon to Fri and this is the only branch nearby that is opened on Saturday. I came in at noon, which is an hour before the HSBC Irvine branch closing time as this branch opens from 9 am to 1 pm. There were 3 people waiting in the lobby. Then, I approached the front desk receptionist. She said that she had told a couple of clients who walked in before me that HSBC would be closed at 1 pm, and she was afraid that I might not have a chance to talk to at least one of the HSBC bankers as HSBC only opens for one more hour.

"She was very nice to me and being honest. I appreciate her honesty and courtesy." However, I don't like HSBC Irvine's operation strategy. I'd recommend HSBC Irvine to have at least three more personal bankers on Saturday and should only open their branch from 11 am till 4 pm because that's the time that most customers will visit. No one will come at 9 or 10 am in the morning! Don't close at 12 pm when you say your closing time is at 1 pm. No one has the time to visit your branch 9-5 from Mon to Fri because every professional/businessperson work during that period. So, the only option for these professional people to visit your branch is on Saturday and they might have something going on in their morning and can only come to the branch between 11 am and 4 pm. So please do not close at 1 pm or 12 pm. Also, improve your telephone rep customer service system. It takes me two hours wait to talk to a phone customer rep and the waiting line is unimaginably long. I applied on the phone and signed the eDocument agreement form, but my card never arrived at my house's mailbox. That's the reason why I want to come to the the brick-and-mortar bank branch to talk to a real human face to face and apply for a credit card on the same day.

Today, HSBC loses a very valuable customer. I guess if you want to continue your retail business, you should improve your strategy, especially you need to adjust your opening and closing time to your...

We visited this branch today with a check to cash from a premier account which maintains a significant balance. The check was almost $5k and was a loan between family members offered as a Christmas gift. It took almost 40 minutes at the teller to achieve this. Not only was no apology offered for the long delay, but when asked that the $5 fee for non-customer check-cashing be waived as a courtesy, that request was denied by the manager, Steven. This was a very specific amount to help pay off a specific loan, given to a family member with the same last name and address. Steven even had the audacity to say, "well, anyone can have the same last name" implying that we were lying; we were not. The account holder personally spoke to them on the phone, but they said that the only way to avoid them getting their $5 cut was for the account holder to make the withdrawal in-person. This is an account on which HSBC probably make $5 every couple of hours due to investing the holdings. Of course, the amount is not the issue; it's the fact that a specific loan amount given to help a family member was reduced because HSBC would rather make a significant client drive to their branch before offering a $5 courtesy. Nickel and dime'ing clients who trust you with significant holdings is not a good way to generate loyalty and reflects very badly on HSBC's brand identity. I suggest you take your business elsewhere, and certainly avoid this branch, who apparently don't know the first thing about customer service. Slow, rude, unreasonable, and generally...

Never go to this branch, never use this bank! Opened an account after receiving a bonus offer. But was surprised by their bad service and the dated App. Only deal with them for two times, both they made terrible mistake. First one: The specialist made us miss an offer. Because we didn't bring enough documents at first and they were going to close that day, so the specialist booked another time for us. When we went back a week later as appointed, the offer had been ended! Yet the specialist didn't feel sorry at all! He insisted that he never told us after a week the offer would still be valid, it's our mistake.(In fact I confirmed with him twice if the offer would still be valid). The only thing we need was just a simple appology, but he was too arrogant to do so.

Second: They didn't close our account as we requested. We went to this branch in person, submitted all the docs they required and transferred all our money to other bank. A month later, we received a Email told us that since our balance was below threshold, HSBC will charge us $25/month as account management fee. What the XXXXX!!!

I couldn't think of another bank that is so messy like HSBC. I don't know what else I can do to ensure my request will be handled. They wasted my time again and again. Simple advice: stay away...