HSBC Premier Employee Spoke Disrespectfully During Customer Call
On the morning of May 26, 2026, around 9:00 AM, I received a phone call from Gökten Hanım, who works in HSBC Kızıltoprak Branch Premier customer services. During the conversation, her tone of voice, manner, and choice of words were extremely disrespectful and pressuring. In particular, statements such as “Why are you withdrawing your money? Didn’t we talk about this? Interest rates have not even been finalized yet. Don’t withdraw your money. I came to the branch because of you; this is not how we operate as a bank” were expressed in a questioning and intimidating manner, which made me very uncomfortable. In response, I expressed my frustration with this approach by saying, “I simply wanted to. Today is the eve of a holiday, your interest rate has decreased, I found 42.5 elsewhere, and in my opinion, this is not a bank I want to work with.”
I had previously experienced similar disrespectful and pressuring behavior from HSBC Acıbadem Branch Premier services. Because of this, I have started to believe that this is not an isolated incident but rather an approach that has become part of the company culture. It is unacceptable for such a disrespectful communication style toward customers to be normalized, and I believe HSBC should explain why employees feel empowered to speak to customers this way and what justifies this attitude.
Due to similar issues in the past, I have also submitted official complaints to the Banking Regulation and Supervision Agency (BDDK) and CİMER. However, I have not received any response from HSBC regarding these applications. This further strengthens my impression that the bank does not take customer complaints and grievances seriously.
I request that HSBC first review this conversation in detail, take the necessary disciplinary action regarding Gökten Hanım from HSBC Kızıltoprak Branch Premier customer services, and provide me with an official explanation and apology. I also request serious communication training and improvements within Premier banking services, a review of previous complaint processes including my BDDK and CİMER submissions, and I want to clearly state that I do not wish to experience this type of disrespectful tone or pressuring approach again.
