Complaint Review: HSBC Retail Services - Wilmington Delaware

I recently moved to LA from NC. My Motorcycle is financed through HSBC Retail Services. LA requires a copy of the title in order to register the vehicle. I contacted HSRC for a copy of the title. (So far so good.)

Several weeks later I receive a copy of a Certificate of Origin for the motorcycle. I proceed to take this document down to the Office of Motor vehicles so that the bike may be registered. The OMV informs me that they must have a copy of the TITLE, and that the certificate of origin is not acceptable.

I once again call HSRC to request a copy of the title, and inform them that a copy of the wrong document had been sent. The request is accepted, and I once again wait....

Several weeks later I call in to check on the status of my request. Only then am I informed that HSRC does not have a copy of my title, and they have requested a duplicate title be issued. I am also told that the expected wait is 6-8 weeks! (BTW the NC registration on the bike has expired at this point, and this is my primary means of transportation.)

I wait 8 weeks and once again call HSRC to check on the status. Initially I am told that they have a title on file, and would be happy to send a copy to me if i would like one. (What?? Of course I would like one, that is what I requested 8 weeks ago!) I am told that they will get it mailed out to me, and that I should have it in about 8 days.

I then inform the representative that when I called in previously I was told the title would be overnighted to me when it arrived. I am then passed along to a supervisor who informs me that they do not have my title at all. I told that a duplicate title from NC had been sent out, but it was sent to the wrong address. NC now considers the title to be lost in the mail, so a new request for a duplicate title must be filed, and (you guessed it) it will be another 6-8 weeks.

So just to re-cap:

1) I am continuing to make payments on my motorcycle.

2) By the latest estimates I will not be able to legally use my primary means of transportation for 16+ weeks (that is four months, or 1/4 of a year!)

3) All of this is through no fault of my own, and is the result of events that are completely out of my control.

4) Throughout this entire process at no time has HSRC Retail Services attempted to contact me. Despite my numerous requests they are completely unable/unwilling to contact me to inform me of any changes in status or delays.

What would I have considered a reasonable?

1) While I find it odd that the lien holder does not have the title for my vehicle, I am prepared to accept this as simply an unfortunate circumstance.

2) Exceptional customer service would have contacted me when they first discovered that they did not have the title, and before they sent out the certificate of origin. (This would have been wonderful, but this level of service is unfortunately rare!)

3) Following my second request for a copy of the title, and now fully aware of the experiences to date, I should have been contacted to inform me of the updated timetable as a duplicate title was being requested and processed. (I was not)

4) While no one has identified how the requested title was sent to the wrong address (wrong information supplied by HSRC or wrong addressing by NCDMV), I should have been contacted when this problem was first discovered, and the timetable was once again updated. (I was not)

6) Finally I would expect that all finance charges for the time period until a copy of the title is sent out to be refunded, and for good measure the interest rate should be reset to 0% (the inital interest rate unless a payment is received late.) [BTW I should note that while HSRC is "unable" to initiate customer contact for delays or status chages, they have no problem initiating contact if a payment is delayed]

In summary it is clear that HSRC customer service is lacking to say the least, and they entire experience (to date) has made it clear that I will never do business with them again, and it is likely that I will be looking at a manufacturer other than Suzuki. (While this may seem like guilt by association, Suzuki's name does appear on my statement. Perhaps if their sales drop off, they will look for a financing company which is more effective.)

Ken

Baton Rouge, Louisiana

U.S.A.