- Posts: 1
- Joined: Fri Apr 20, 2012 9:51 am
- Location: Omaha, NE
After a few particularly frustrating conversations with HSBC, I have a few grievances to air.
First, I never had any issues prior to this week on my Saks Mastercard, at least not beyond the unattractive private label interest rate. This issue started with Orbitz (with whom I've also had had previous issues), when I started but did not complete a transaction which resulted in no travel bookings but locked up $800 of availability on the HSBC card in the form of a "pre-authorization".
After several hours and multiple representatives from both Orbitz and HSBC (2 agents, a supervisor and a manager from HSBC), I am inclined to lay more of the blame on the bank than the merchant for the fact that I still have this non-transaction eating up availability on the card. Orbitz goofed on this originally, but HSBC is the one that refuses to remove the transaction citing that there's nothing they can do while it's still pending.
The only recommendation they have is for me to get Orbitz to contact their merchant services to reverse the transaction (which Orbitz cannot identify in their system) or wait 5 more days until the pending transaction cancels out naturally. Honestly, even if Orbitz could find a record of the transaction, I'd be more likely to take my next vacation on the moon than to get them to resolve this with their merchant bank. It really should be much easier for HSBC to cancel their own transaction since this is the nature of their business. I can understand some difficulty caused from the nature of their system, but I can't understand how they maintain that I have to wait another 4 or 5 days to remove a transaction that didn't happen when both the merchant and I attest that this should be removed.
To the HSBC's customer service out in Las Vegas, I recommend you take more initiative and stop hiding behind policy when it comes to customer issues. I'm confident that there is a creative solution in there if they cared enough about their customers to look for it.