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David & Carolyn Houlston

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Review of the HSBC Kinetic, Business account:

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Customer service disaster

I was enthusiastic to apply for such an innovative sounding account which promised so much and, on a positive note I like using a banking app with the convenience of face recognition. The online chat feature has also been useful when I've needed support with something minor. That's it really, hence one star. On the other hand I've had enough of the problems I've experienced and lack of delivery of promised or expected features. Early on after being approved for the account I changed the name of my company slightly and despite officially registering this easily with Company's House (and being of the understanding the Kinetic account was to be wholly managed online) I was told I could only do this by driving to my nearest branch (an hour round trip) to endure an unreasonably long interview (an hour) and provide relevant documentation. HSBC branch staff seemed uneducated about the Kinetic account. There have been issues with both sending and receiving international payments. On more than one occasion when paying a new supplier I have been driven to distraction by a robotic, (frankly idiotic), patronising anti-fraud department who don't have any ability to listen but just read doggedly from a script (I think the recordings of my calls are an education in how not to treat a valued customer) and then still blocked my payments after I have been assured they would go through. My time has been wasted by the lack of synchronicity with Xero and to sum up, all of these problems have interfered with my ability to offer my own clients the superior service I strive for. I have therefore opened an account with another provider for my business banking and will be closing the HSBC Kinetic account as soon as I am ready to. What a shame the whole fiasco has been. Reviewed on: 31st March 2022

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