Missing HSBC points and bonus transfer to avios

[Ori]

HSBC really are shocking. I upgraded to the world elite card in order to get the 40,000 bonus points on my anniversary.
So when that came, I noticed I didn’t get the points. I called HSBC and was told (wrongly) that it’s only for new HSBC customers and I wasn’t entitled to it.
Long story long, I raised a complaint and I was called yesterday by the complaints team who confirmed I was entitled to it, but due to a system error that they are working on, I haven’t received my points, but I will do. She said they can’t put it on manually, and I just have to wait (been 2 months already).
On top of that, had my points arrived on time, I would have got 50% bonus transfer so instead of 20,000 avios, it would have been 30,000 avios.

I don’t believe that no one can just manually add the points to my account. Poor service all round.

Has anyone else received the 40,000 bonus after one year? I did receive the one after 3 months without issue.

[points_worrier]

It was a 25% bonus avios, not 50%, so you would have got 25,000 avios for the 40,000 bonus points.

In your complaint, ask the compensation to be the current cost of purchasing 25.000 avios (it is around £400 or so). They will apply the £ credit to your account. If you wish, you can use this to purchase avios.

I was in your situation and got £335, the cost of 20,000 avios. They paid up without issue.

[Mick S]

There is another thread knocking about with similar stories.

I was in the same position as you, and last week received £415 as a cash value to purchase the 25,000 missing avios, along with a nominal amount for my time and effort chasing all this stuff up.

I think all the banks are as bad as each other, although HSBC does seem to have Gold plated poor systems and processes.

[Ori]

Interesting. What they’ve offered me is £40 and the 40,000 points will be credited when they fix their system. Think I will message them back and say I want the £400