Sep 30, 2013 09:39 PM
11725 Views
I was offered a co branded platinum credit card (HSBC-MakeMytrip) by MakeMytrip. Since the offer looked good and I liked the service of MakeMytrip, I decided to go for it. The gifts that I would receive along with the card were two Indigo domestic flight vouchers which can be used for the waiver of base fare, International holiday coupons, domestic holiday coupons and a small discount on international air ticket. My target was to utilize the domestic coupons.
The delivery of the card was promised in two weeks but it took a month with follow up with HSBC to get it delivered finally in June 2013. After delivery, when I called the call center to get my gifts and coupons, they told me that I will have to wait till my first statement. And they would deliver the gifts 30 days after the first statement! So I waited. After 30 days of the first statement as I did not receive the gifts, I called to check on the status. Now I get another shock.
The call center staff informs that I did not use my card and hence the gift was not dispatched. Now I tell her that this is not mentioned in the terms and conditions and if this is the story, then I would go for cancellation. I made sure I got to speak to her manager. The threat worked. He promised that it would be delivered in 04 days. After 04 days when it did not happen, I called again to find the status that it will be delivered in 12 days. I registered one more complaint against the manager for false promise.
With both the complaint numbers I emailed the grievance cell. They responded with a call and promised resolution in 10 days. I constantly followed up to see that they do not cross the deadline. They finally told that the gifts were dispatched. When I asked for the courier name and shipment no., they told that it is only ready for dispatch. But it did not reach me even after the promised 10 days.
By this time 61 days had passed since I received the card. So I escalated the issue to the Nodal officer. The Nodal officer now promised to resolve the issue in 10 days. Finally on the 72nd day, I received the gifts. This was after numerous calls and at least 10 mails sent. But the flight vouchers were not delivered. This was supposed to come as a reply SMS whenever I SMSed for the vouchers. But when I tried, the voucher codes. I registered a complaint again. Then finally on September 11th, almost 3 months later, they provided the voucher codes.
Now on September 29th when I tried booking Indigo tickets using the voucher codes which should have given me a base fare waiver, Indigo staff informed me that the voucher codes entitle me to only Rs 500/- discount on the total fare! They told me that the codes for the base fare waiver is a different type. So HSBC cheated me by providing the wrong codes after so much of delay and number of complaints.
Now I have taken up the matter with the HSBC Nodal officer who has promised to look into this. I clearly told that I have to receive the codes by Sep 30th as I have to make a booking for a travel on Oct 21 (as per the terms and conditions the booking has to be done 21 days prior). Finally after one more mail and 2 calls today, they informed me that they will resolve this in 10 days! Cheats!! I will have no use of this after 21 days.
I trusted HSBC with the codes and believed that I could book a ticket and get a base fare waiver even if the ticket prices are high. Now I will have to book tickets at the original price due to which I will have to shell out Rs 3200/- extra. All because HSBC works more or less like a government organization and cares less about customer needs. And they do not give customers what they advertise and promise. With all the banks I dealt with the worst experience was definitely with HSBC. Not once or twice, it is going on and on.
I am disappointed with the working culture and service quality of this bank. So my advice to anyone looking to associate with this bank, please keep away!
