People Should Run Systems NOT Systems Run People is What HSBC and other BANKS MUST UNDERSTAND
The System Won't Let Me Help says HSBC Call Centre.
How many times when you ask for a logical change to something or an action you get told, sorry the system won't let me do that.
Having just found a lost HSBC Advance DEBIT CARD on a Sunday afternoon in the UK I thought it would be easy to call their Card Centre and let them know the details so they could call their customer, who had obviously just lost it, and let her know her card was safe.
I knew it had just been lost because it had been raining about 10 minutes before I found it and the card was dry lying on the ground.
Having explained to the operator about finding the Card and giving them the full details from the Card I then asked if they could get someone to telephone the customer named on the card, whose full details they had, but the answer was NO as this was an inbound service.
I said surely someone could just pick up a telephone and as one human being to another they could call the customer and thus put her mind at rest but sadly again I was told NO again as that would be a breach of the HSBC System.
The fact their branches can launder billions of pounds of Drug Monies no one at their CALL CENTRE CAN HELP a customer because the System won't let them. Oh and I expect news re LIBOR Fixing in the System may well come out in due course.
And what about the Systems that Miss-Sold PPI and Interest Rate Swaps in the Banks, seems the System only works in their favour !!!
Seems the System works but Humans cannot change it to give good customer service, which is all that was asked of the Call Centre.
I do hope they play the tape recording to all their Managers and Staff and they take heed of what was asked and what the reply was.