Been with this bank since 1999. Dread having to phone them for simple requests, as their phone system is terrible. Annoying music and relentless prompts to use internet banking which doesn't do everything. Sometimes HSBC, your customers need to speak to someone. 38 minutes on hold and being passed to 3 separate departments. Considering the charges you levy and the reduced staff in your banks, I don't think it's much to ask to invest in MORE people to answer the phones and offer support.