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HSBC Premier CC DCC dispute declined

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  • numbersAreOdd

    Hello,

    I was recently travelling in India and one of the hotels there charged me GBP/DCC which I had not authorised as the the booking was in INR and the transaction was with customer not present.

    I contacted the hotel/merchant and asked them to reverse/refund the GBP amount and instead charge me in INR.
    They said that they have charged me in INR only so I contacted HSBC Premier CC customer care to dispute the charges but they declined to raise a dispute. Instead they stated that the card is in GBP so it can be charged in GBP. But as per Mastercard guidelines this is incorrect as I never agreed to DCC.

    Instead I raised a complaint with HSBC to which they replied that they will not raise a dispute and I can take it up with ombudsman.

    So next steps is ombudsman?

    Raising it out here so others can chip in their experiences too and going to take it up with Times Money too!

    HSBC Premier is totally shambles and totally messed up! Time for a change I guess…

    JDB

    If you are talking about the difference between a DCC rate and the 3% foreign transaction fee, it must have been a very large hotel bill to make it a worthwhile sum to make a complaint and maybe go to the FOS. The story as told above sounds a little confused and would need to be clearer for the FOS.

    Lady London

    If you are talking about the difference between a DCC rate and the 3% foreign transaction fee, it must have been a very large hotel bill to make it a worthwhile sum to make a complaint and maybe go to the FOS. The story as told above sounds a little confused and would need to be clearer for the FOS.

    Sorry JDB but that’s an appalling response. Doesn’t matter whether the amount is large or small the Indian merchant should not be allowed to get away with it. HSBC Premier has completely failed in its obligation to uphold correct billing according to the customer’s rights.

    toddy

    If you are talking about the difference between a DCC rate and the 3% foreign transaction fee, it must have been a very large hotel bill to make it a worthwhile sum to make a complaint and maybe go to the FOS. The story as told above sounds a little confused and would need to be clearer for the FOS.

    The amount has zero relevance.

    JDB

    If you are talking about the difference between a DCC rate and the 3% foreign transaction fee, it must have been a very large hotel bill to make it a worthwhile sum to make a complaint and maybe go to the FOS. The story as told above sounds a little confused and would need to be clearer for the FOS.

    Sorry JDB but that’s an appalling response. Doesn’t matter whether the amount is large or small the Indian merchant should not be allowed to get away with it. HSBC Premier has completely failed in its obligation to uphold correct billing according to the customer’s rights.

    The story is so confused that a misunderstanding seems the more likely explanation and sometimes you need to pick your battles and attribute some value to your time; we are probably talking about a tenner or two max. I am amazed at the time people spend on chasing pennies when they seem to devote zero time to say fixing their energy prices that would have saved thousands if people had followed advice.

    It’s no wonder the FOS service is so slow if you advise people to complain about nothing.

    numbersAreOdd

    New twist, The merchant replied today and stated that their bank by error charged DCC. They are ready to approve a dispute and have asked us to raise a dispute with HSBC UK but HSBC UK declines to raise it.

    What a joke bank, HSBC Premier instead of protecting its customer it is sticking up to them on their backside!

    Amount is no longer relevant now it is all about principles…

    JDB

    If you are talking about the difference between a DCC rate and the 3% foreign transaction fee, it must have been a very large hotel bill to make it a worthwhile sum to make a complaint and maybe go to the FOS. The story as told above sounds a little confused and would need to be clearer for the FOS.

    The amount has zero relevance.

    It is not irrelevant; everyone needs a sense of proportion. Stuff goes wrong all the time and one has to let some things go, for ones own sanity as much as anything else.

    numbersAreOdd

    If you are talking about the difference between a DCC rate and the 3% foreign transaction fee, it must have been a very large hotel bill to make it a worthwhile sum to make a complaint and maybe go to the FOS. The story as told above sounds a little confused and would need to be clearer for the FOS.

    The amount has zero relevance.

    It is not irrelevant; everyone needs a sense of proportion. Stuff goes wrong all the time and one has to let some things go, for ones own sanity as much as anything else.


    @JDB
    you might want to let this thread go for your own sanity buddy 🙂

    Lady London

    If you are talking about the difference between a DCC rate and the 3% foreign transaction fee, it must have been a very large hotel bill to make it a worthwhile sum to make a complaint and maybe go to the FOS. The story as told above sounds a little confused and would need to be clearer for the FOS.

    Sorry JDB but that’s an appalling response. Doesn’t matter whether the amount is large or small the Indian merchant should not be allowed to get away with it. HSBC Premier has completely failed in its obligation to uphold correct billing according to the customer’s rights.

    The story is so confused that a misunderstanding seems the more likely explanation and sometimes you need to pick your battles and attribute some value to your time; we are probably talking about a tenner or two max. I am amazed at the time people spend on chasing pennies when they seem to devote zero time to say fixing their energy prices that would have saved thousands if people had followed advice.

    It’s no wonder the FOS service is so slow if you advise people to complain about nothing.

    Can you not multiply JDB by the amount of people DCC the customer hasn’t agreed to, is being applied to? Doesn’t matter if it’s 10p by the time a few million transactions have been done like that, that’s a lot of money. It should definitely be complained about and stopped.

    HSBC must be an absolute shower not to have sorted this immediately. Including any complaint to the FOS necessary since they’ve amazingly failed DCC Rejection 101.

    John

    Can the hotel not just refund you and recharge you? That’s what happened to me and I didn’t need to go to the bank. I lost 30p but that was because of the exchange rate changing, so not really avoidable.

    In your case I would certainly escalate the complaint, as HSBC is not following correct Mastercard procedures.

    JDB



    @JDB
    you might want to let this thread go for your own sanity buddy 🙂

    I shall take your advice and exit quietly stage left! I hope you might also contemplate my advice. I will bide my time for a rather meatier thread that will likely be started in the coming days/weeks that will get @LL and the anti corporate/pro grifter crowd very over excited.

    Lady London

    You are such a tease JDB! I can’t wait.

    • This reply was modified 52 years, 4 months ago by .
    rum

    I’ve had similar disputes with HSBC, except that when I raised it as a complaint, they upheld it and I ended up getting compensation.

    I agree they are an absolute shambles. I am only with them because my mortgage is with them too and I get the Premier benefits like travel insurance and the credit card. But it is more of a burden now than a benefit.

    Lady London

    If you are talking about the difference between a DCC rate and the 3% foreign transaction fee, it must have been a very large hotel bill to make it a worthwhile sum to make a complaint and maybe go to the FOS. The story as told above sounds a little confused and would need to be clearer for the FOS.

    The amount has zero relevance.

    It is not irrelevant; everyone needs a sense of proportion. Stuff goes wrong all the time and one has to let some things go, for ones own sanity as much as anything else.

    If you are talking about the difference between a DCC rate and the 3% foreign transaction fee, it must have been a very large hotel bill to make it a worthwhile sum to make a complaint and maybe go to the FOS. The story as told above sounds a little confused and would need to be clearer for the FOS.

    The amount has zero relevance.

    It is not irrelevant; everyone needs a sense of proportion. Stuff goes wrong all the time and one has to let some things go, for ones own sanity as much as anything else.

    No JDB the problem with DCC, and why action was taken in law to protect cardholders from having it used without the agreement of the cardholder, is that it’s vastly overwhelmingly done not by “mistake”, but fraudulently. That is it was outlawed and why HSBC for not sorting this out is going to deserve their £750 cost of the cardholder reporting them to the FOS.

    As regards your other comment on the FOS, if the FOS was efficient at all, they should welcome this being reportef to them as it’s a clear case of breach by HSBC and easy money for the FOS.

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