I honestly don’t know if it’s just me, but this HSBC to NTB transition has been a complete mess.
When I was with HSBC, things were actually smooth. If there was a card issue or a banking-related matter, it was usually handled properly. Support felt professional, and I didn’t have to chase people for basic updates.
Now after the transition to NTB, I still haven’t received my replacement card, which I was supposed to get last month. I’ve been trying to follow up for nearly a month now, and there’s still no proper answer. This is not some minor inconvenience either. I can’t make card payments properly, and I also have scheduled payments that are affected because of this.
I tried calling the Boralesgamuwa NTB branch multiple times, but no one answers. Then I called the transition hotline, and they kept me on hold for more than 30 minutes. The weirdest part is that the person who answered said they were “checking” without even asking for my NIC, account details, card details, or anything useful to actually identify me.
So what exactly were they checking?
I finally sent them a formal complaint by email because there seems to be no proper ownership from the branch or hotline. I get that migrations can be messy, but leaving customers without cards and without proper updates is really poor service.
HSBC made banking feel easy. NTB has made a simple card replacement feel unnecessarily painful.
Has anyone else here still not received their NTB replacement card after the HSBC transition? If yes, how did you get it sorted?