【本報報道】匯豐惹吞錢疑雲 鍾祖康不滿解釋

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圖片來源:Swire

《來生不做中國人》的作者鍾祖康於七月十七日的個人面書中投訴匯豐銀行提款功能失效,卻在查核一下賬戶結餘時發現五千元不翼而飛,本報就此事於十八日向匯豐求證,而十九日匯豐銀行亦火速退款,然而鍾祖康事後仍向本報表達不滿意解釋,他質疑若非媒體跟進、他又略有名氣,一般小市民是否也能得到同樣對待?

鍾祖康於七月十七日在面書敍述事件

「在香港國際機場一號客運大樓的匯豐銀行自動櫃員機嘗試提取港幣5000元,但螢光幕顯示該卡未有開通提款功能,因而沒有吐出款項,並著本人接觸銀行。但我順便查核一下賬戶結餘時,竟發現該5000元已被銀行從賬戶中扣除!! 我馬上到附近的匯豐銀行辦事處求助,他們也發現該卡確實未能提款,並稱銀行會先需花數天作調查,若調查我的投訴屬實,即會發還該5000港元,但拒絕作任何必會發還之承諾!!! 我即向銀行怒斥: 這失誤已經非常明顯表明其銀行的電腦系統有嚴重的技術缺陷,屬極大醜聞! 現在銀行不單不馬上退款,而且還要保留無賴吞佔客戶財產之權利! 我問他們,這是什麼垃圾銀行提供的垃圾服務! 是不是香港被迫回歸中國後才變成這樣﹗﹗」

本報於十八日去信向匯豐求証,要求在星期六(十九號)下午十二時前回覆,公關部在十八號五點後來電,說會了解事情脈絡,但需時一個星期去查核,記者拒絕,並推後截稿期至二十一日以待銀行回應。然而十八號晚上十二時,鍾先生致電記者,稱收到一封匯豐的來郵,但由於該電郵用加密的方法,又要填密碼進入,他懷疑是病毒,猶疑了一陣子,最後打開信件,內容大致謂事件在調查預計在本月三十一日有確實的回覆。

二十一日早上,鍾先生主動聯絡記者,謂早上致電匯豐銀行,對方說五千元已退,鍾先生進一步問到底是那方面出了問題?職員回答卻不得要領,又稱會聯絡本報。然而至截稿前,匯豐銀行並無回覆本報的查詢。鍾先生指,並不是退還款項就了事,他需要一個明確的解釋,如果該卡未有開通提款功能,那就是提款機的問題,但這可從閉路電視中查出情況,如果不是提款機的問題,那又會否是系統的問題?

鍾祖康不滿是因為他認為這不是他一個人的事,很可能有其他小市民以後或會遭遇到同樣的事,而我們要知道銀行到底發生了什麼事!

匯豐銀行的電郵如下:

Dear Mr Chung,

Thank you for your feedback regarding your ATM withdrawal on 14 July 2014. As the manager responsible for handling customer feedback, your case has been brought to my attention.

I have tried calling you several times at your mobile, but unfortunately the line could not be connected. I would be grateful if you could
provide me a convenient time for me to call you by return email. My email address is [email protected] Alternatively, you can call me
on (852) 2996 6388 extension 6036 during our office hours from Monday to Friday 9.00am to 5.30pm (except public holidays).

We appreciate the opportunity to address your feedback and apologize for the inconvenience caused. Your feedback on our service is valuable to  us. The matter is now under investigation and a full response can be expected by 31 July 2014. However, there may be occasions whereby our investigation would extend beyond this period. If this is the case, we will advise you accordingly.

In the meantime, if you would like to obtain more information about our complaint handling procedures, you are welcome to visit our website at www.hsbc.com.hk, on which further details are provided. Please refer to the “Resolving your Complaint” section by choosing ‘Personal’ and then ‘Contact Us’ from the top of the page.

Once again, thank you for bringing this matter to our attention. I look forward to hearing from you.

Yours sincerely
Jenny Cheng
Manager Customer Relations


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