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HSBC

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HSBC Australia offers a mix of digital and in-person support, combining 24/7 help options with branch service in major cities. You can get assistance through secure live chat in the HSBC AU Mobile Banking app and online banking, as well as phone support for everyday banking, credit cards, and Premier customers.

HSBC is often chosen for its international banking features (like multi-currency and global transfers), but some customers feel the experience can be slower than more modern, digital-only banks - especially when processes require extra verification or manual steps.

To help improve this, HSBC has introduced tools like the “Kaya” chatbot, secure messaging, and Live Share screen support so consultants can guide you through issues step-by-step.

Customers most commonly report a few recurring pain points:

• Long wait times and slow resolutions: Some customers experience extended holds on the phone or delays getting a human agent, particularly during peak periods.
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• Outdated processes: Certain requests may still require forms, branch visits, or additional documentation, which can feel frustrating if you’re expecting a fully digital experience.
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• Online banking and app access problems: Customers sometimes report login errors, Secure Key issues, unexpected lockouts, or difficulties when banking overseas.
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• Communication and follow-up gaps: Some customers feel they receive inconsistent information across different agents, or they have to chase progress after being promised a call-back.
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• International and multi-currency complexity: While HSBC’s global features are a major draw, they can also introduce extra steps when moving money across countries or accounts.
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• Rigid compliance outcomes in edge cases: In rarer situations, customers report account restrictions or closures caused by paperwork, verification steps, or onboarding errors.

Use the channel that best matches your situation:

• Online live chat (24/7): Start chat on the HSBC Australia website or use the secure chat option inside the HSBC AU Mobile Banking app. You’ll usually interact with Kaya first, and you can request a human agent if needed.
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• Phone support (key numbers):
  
  • Personal Banking (general support): 1300 308 008 (Australia) or +61 2 9005 8220 (overseas)
  • Feedback and complaints (Personal Banking): 1300 308 188 (Australia) or +61 2 9005 8181 (overseas)
  • HSBC Premier: 1300 301 168 (Australia) or +61 2 9005 8192 (overseas)
  • Credit cards: 132 152 (Australia)
  • Online banking support (common help line): 1300 306 543
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• In-branch support: Visit an HSBC branch if you need face-to-face help (for example, identity checks, document submission, or complex account requests). Branch support can be especially helpful when you’re stuck in a loop with phone or digital channels.
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• Secure message (non-urgent): If you’re logged into online banking, you can send a secure message for account-specific queries and follow-up.
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• Interpreter support: HSBC can assist with interpreters across a wide range of languages. If you need an interpreter, ask when you call or visit a branch.
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• Escalations and complaints: If you’re not getting traction, use HSBC’s official feedback and complaints process and ask for a reference number so you can track progress.

Refunds and transaction disputes (including chargebacks)

If you notice a transaction you don’t recognise or believe a charge is incorrect, HSBC provides a dispute process for investigating and resolving the issue. For card purchases, HSBC can support chargeback requests where eligible (for example, goods not delivered or services not provided), and outcomes depend on the evidence available and scheme rules.

Cancellations and account closure

HSBC generally allows customers to close products when they no longer need them, but the process can vary by product:

• Transaction and savings accounts may require a call or branch visit, especially if verification is needed.
• Credit cards can typically be closed by contacting card services, as long as the balance is cleared first.
• Home loans and term deposits may have additional steps, notice periods, or break costs depending on the product terms.

Returns (how this applies to banking)

HSBC doesn’t have “returns” like a retailer, but refunds may apply for incorrectly charged fees, or for services/products with specific cooling-off periods (where available). For merchant-related issues, the path is usually a merchant refund first, then a dispute/chargeback if the merchant doesn’t resolve it.

Price match

HSBC does not publish a standard price-match policy. For some products (like lending), pricing may be negotiable case-by-case, but it’s not guaranteed.

Warranty and protection (purchase protection, fraud safeguards)

While banks don’t offer warranties on accounts, HSBC credit cards may include purchase protection and other insurance benefits depending on the card product. HSBC also follows standard fraud protections for unauthorised card transactions, provided customers meet security obligations and report issues promptly.

Card delivery and replacements

Cards are typically delivered by mail, and replacements for lost, stolen, or expired cards can be arranged through support channels. If you’re travelling or your card is compromised, report it immediately so HSBC can block the card and organise next steps.

Financial hardship assistance

If you’re experiencing financial difficulty and struggling to meet repayments, HSBC offers a hardship support pathway so customers can discuss options like temporary arrangements or alternative plans.