letter of rejection
HSBC
Central, Hong Kong
February 25, 2014
Ms. Winnie Chan
183 Flat 28, 3C, Johnston Road
Wanchai, Hong Kong
Dear Ms. Chan,
Thank you for your claim letter about adjusting your accounts for ATM debit errors. HSBC is trusted by customers for its high working efficiency and always take strong measures to ensure customers’ property safety. Building and maintaining long-term relationship with our customers will always be our vision. Hence, we very appreciate you and your family’s long-time support to our bank.
Your letter has been received on February 22 and we know your concern about the repeated card swipes happened on January 25. Please allow me to explain that the transaction reference number, 144022-22839837109, changes daily so that multiple purchases made on the same day often carry the same number. More importantly, although the transaction reference numbers are the same, the debits are for different amounts: $268.00; $219.60; $116.20. Therefore, these transactions were not a result of repeated card swipes.
Besides, policy of HSBC requires that customers having problems on the statements to write a claim letter to the ATM Error Department and enclose the receipts within 10 to 20 business days. So we kindly remind you that your request has already exceeded the time limit and no receipts are enclosed.
Another thing we want to mention is that we contacted manager of City’Super, Mr. William Wong, to ask for more detailed information. He told us there is no problem with the equipment. And Mr. Wong also mentioned that food shoppers commonly returned at different times during the day to make additional purchase they forgot the first.
Based on all the reasons we have mentioned above, we cannot approve your request for adjustment. Thank you for your understanding. We welcome you to visit our website http://www.hsbc.com.hk/1/2/home to know more details about the other banking services and we anticipate serving your needs in the future.
Yours
Central, Hong Kong
February 25, 2014
Ms. Winnie Chan
183 Flat 28, 3C, Johnston Road
Wanchai, Hong Kong
Dear Ms. Chan,
Thank you for your claim letter about adjusting your accounts for ATM debit errors. HSBC is trusted by customers for its high working efficiency and always take strong measures to ensure customers’ property safety. Building and maintaining long-term relationship with our customers will always be our vision. Hence, we very appreciate you and your family’s long-time support to our bank.
Your letter has been received on February 22 and we know your concern about the repeated card swipes happened on January 25. Please allow me to explain that the transaction reference number, 144022-22839837109, changes daily so that multiple purchases made on the same day often carry the same number. More importantly, although the transaction reference numbers are the same, the debits are for different amounts: $268.00; $219.60; $116.20. Therefore, these transactions were not a result of repeated card swipes.
Besides, policy of HSBC requires that customers having problems on the statements to write a claim letter to the ATM Error Department and enclose the receipts within 10 to 20 business days. So we kindly remind you that your request has already exceeded the time limit and no receipts are enclosed.
Another thing we want to mention is that we contacted manager of City’Super, Mr. William Wong, to ask for more detailed information. He told us there is no problem with the equipment. And Mr. Wong also mentioned that food shoppers commonly returned at different times during the day to make additional purchase they forgot the first.
Based on all the reasons we have mentioned above, we cannot approve your request for adjustment. Thank you for your understanding. We welcome you to visit our website http://www.hsbc.com.hk/1/2/home to know more details about the other banking services and we anticipate serving your needs in the future.
Yours