I’ve been with HSBC for years. I CBA honing them for any queries and so use the chat function on my app. It’s a nightmare too - the assistants can’t communicate in English very well, take 40 mins to answer a simple query. I once told the assistant I was disappointed with the service. She apologized and asked if she could credit my account with 25 quid. I said (as a punt), I’d be happy with 50. She said ok.
Yesterday, I received more shit service. I asked to make a formal complaint. I received a phone call from the complaints team who looked through the convo. I was credited with another 50 quid again!
It pays to complain!