I've been dealing with Direct Debit indemnities with HSBC for nearly a year.
To cut a long story short, the DD situation was complicated but there's no question that it falls under the terms of the guarantee. The situation went to court last year, and all documents were provided to HSBC, who was amazing at first... but there is still about £1.5k outstanding.
In March they were having trouble finding those payments. They made me two compensation payments (£50 and £100) when I complained to their executive team, and in September finally re-raised the claims correctly... but then they had an unprecedented delay of six weeks for processing. That lead us to Christmas, and we're now at twelve weeks after they were re-raised, and I'm being ignored by everyone.
I called the executive team lady again before Christmas who didn't reply but must have raised it with someone, as the original man dealing with it from February got back in touch and said he was investigating as quickly as he could, and I was then paid about £900 from one of the claims.
I've emailed five times since, called and been told the team can't see the investigation and have no news but will call me when they do, and emailed the executive team and the CEO again... but nothing seems to be working. Twitter have promised me endless callbacks that don't happen. Yesterday I sat in a branch for two hours but eventually the manager said he appreciated my frustration but the team wouldn't talk to him and didn't care that I was there, so it wouldn't help.
Any other ideas on what I can do? This has cost me a fortune in legal fees and time spent chasing, as the case doesn't officially 'close' until I tell them the payments are refunded.