Dear Mr. Kumar,
Re - Your HSBC Credit Card 4384 xxxx xxxx 3517
Reference 2909417692
We refer to your recent article in Mouth Shut.com, regarding the above mentioned credit card.
At the outset, we regret to note that we have given you a cause to complain on our services. As a relationship bank, we sincerely believe that every customer of ours should have a wonderful customer experience during his/ her association with us and continue to patronize our services, year after year. However, you recent interactions may have led you to believe otherwise. We assure you that we have taken cognizance of your feedback.
Regarding the issues on the annual fee, our records do not reflect that the card was issued free for life. The annual fee is a basic product price to avail the services of the bank. Hence, annual fee of INR 2000.00 was debited towards your above mentioned credit card on 11 February 2008
We note that you had not effected payment towards the annual fee, hence late payment fees and charges were accumulated. Our Debt Management Team had contacted you to amicably resolve your card dues and we understand that you had accepted for settlement for INR 1965.00. On receipt of your payment of INR 1965.00 on 30 August 2008, we had arranged to reverse the remaining outstanding balance and there was no dues payable by you.
Nevertheless, we understand that you were not satisfied with the resolution and had posted a comment on Mouth Shut.com. We had received a notification from Mouthshut.com on your concerns and we have taken strict action against the practices of the bank. Please note that our sales policy is built in customer confidence and long term relationship. Based on your consent for the Terms and Conditions, the credit card application was processed. However, we note that you have been put to inconvenience with regard to the above mentioned credit card. Should this have caused you inconvenience, please accept our unreserved apologies.
We have now reversed the amount of INR 1965.00 which pertains to annual fee and have arranged to dispatch the Demand Draft to your mailing address. We request you to confirm receipt of the Demand Draft.
Further, we state that the card account is invalidated in our records with effect from 11 August 2008 and as on date there is no outstanding balance payable by you.
In addition to this, we confirm that “As per Reserve Bank of India guidelines, we provide credit information relating to our Credit Cardholders to Credit Information Bureau (India) Limited (CIBIL) on a monthly basis. The information provided reflects the status as at the previous month-end and includes information regarding whether the Credit Card account is regular or delinquent. Please note that the data in CIBIL is historic in nature and contains both the positive and negative feedback relating to any specific card account. Therefore, the details regarding the dues which remained unpaid for a certain period and the subsequent payment made on your card account and the reversals provided in the card account would also reflect therein. However, we confirm that the nil outstanding on the card account as on date would also reflect in CIBIL accordingly in the next update.
We at HSBC aim to provide the highest levels of customer service and it is constructive feedback from customers like you, which goes a long way towards helping us meet this goal.
Mr. Kumar, we trust the above clarifies your concerns and the Bank’s position in this regard. Please write to us for any further clarifications at sudhasadhanandhan@hsbc.co.in.
Assuring you of our best services always,
Yours sincerely,
A S Sudha
Asst Vice President– Customer Service
