HSBC Customer Service Misled Me About Credit Card Application Process

On September 16, 2023, around 3:40 p.m., I called HSBC phone banking customer service to apply for a new credit card. As a Premier customer, I expected a more professional level of service. However, the representative told me that my address was not up to date, and therefore the card could not be delivered. They also said I would need to go to the population registry office to update my address.

In reality, my address was already updated on e-Government (e-Devlet). Instead of giving me misleading information, the representative could have simply told me that I could update my address easily through online banking. To confirm, I called the Ankara/Bahçelievler branch manager, who confirmed that address updates can indeed be done directly through internet banking.

It was very disappointing that a prestigious bank like HSBC gave false information to a Premier client. Had I not contacted my branch manager, I would have wasted time visiting a government office unnecessarily. Such misinformation damages customer trust and undermines the bank’s professionalism.

I expect a formal apology from the bank for this incident. I also request that customer service staff receive better training to prevent similar situations in the future and to ensure that clients receive accurate and reliable information.