Saturday, April 13, 2013

Egregious Customer Disservice

HFC / Beneficial, what were you thinking?

This is not a rant. I don't do that here. Really. This is just a report of an astounding customer service failure. 


  • Household (HFC) Companies and Beneficial Companies are part of the the HSBC Group, one of the largest financial services organizations in the world. 
  • They have a huge customer base in the United States. 
  • April 15, 2013 is this year's deadline for most U.S. taxpayers to file their federal and state income tax returns.
  • Some taxpayers need to include certain information on their returns related to their accounts with HFC / Beneficial.
  • Sometimes, those taxpayers misplace their paperwork.
  • Consumers have come to rely upon customer-facing web sites to get information they need when they misplace their paperwork.
  • HFC / Beneficial's customer-facing web site is down for maintenance on April 13 and 14, the two days immediately preceding the tax filing deadline. Automated and live operator telephone services are also unavailable.
What were they thinking? Obviously, they were not thinking about their customers.

Okay, maybe this is a little bit of a rant.