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"Let us call you" Service

Getting Start on the Service

What is "Let us call you" Service?
"Let us call you" is a service on HSBC Website and Personal Internet Banking product application pages that connects you to our Customer Service Officer over the phone in just a few clicks. Once connected, Customer Service Officer will provide assistance to resolve questions related to your online application and complete product application upon your request.

Why has HSBC introduced this new service?
We understand that there may be times when problems arise during the completion of the online application forms and instant help is required. Therefore, we have introduced the "Let us call you" Service which provides assistance to resolve your questions on completing the online applications and complete product application upon your request.

Can I choose the response time for this service?
"Let us call you" service aims to provide instant assistance, so we will call you back right away after clicking the "CALL ME NOW" button on the pop-up window.

How does this service work?
To use this service, you can follow the 3 simple steps below:

  1. Click the red button
    Click To Call
  2. A pop-up window will appear for you to select their preferred language and click the "Next" button
    Click To Call
  3. Enter the contact information and click the "Call me now" button
    Click To Call
  4. We will call you back right away.
    Click To Call

Where can I start the "Let us call you" journey?
You can find the "Let us call you" button on selected product online application forms in Personal Internet Banking and HSBC Website. The button can be found on the following pages:

Personal Internet Banking - Online application forms:
- Unit Trusts
- Bonds/Certificate of Deposit
- Unit Trust Monthly Investment Plan
- Stock Monthly Investment Plan
- Margin FX
- Hospital Insurance
- Personal Instalment Loan/ Revolving Credit Facility

HSBC Website:
- Health Insurance landing page
- FirstCare landing page
- FirstCare application form
- Hospital Insurance landing page
- Hospital Insurance application form
- Loan application form

We will gradually roll out the service to more online product applications.

Please note that the Bank will modify the selected products from time to time base on customers' needs observed.

How long will it take for the bank to call me back?
We will call you back immediately at our servicing hours and you will receive the call within 1 minute in most cases.

Does the telephone number which I enter for this service need to be the same as that in the bank record?
No, it does not need to be the same as that in the bank record. Simply select the applicable country and enter a valid telephone number. We will call you back right away.

Can I input a telephone number with extension?
Telephone number with extension is not supported. You have to enter a valid telephone number to use the service.

Service Scope

What assistance will the Customer Service Officer provide?
Customer Service Officer will answer your questions related to the online product application.

Upon your request, Customer Service Officer can also assist you to complete the product applications.

What are the servicing hours of this function?
The servicing hours of the service in Personal Internet Banking are listed as below:
Premier CustomersOther Personal Banking customers
24 hoursMonday - Friday 09:00 - 20:00 (HKT)
Saturday 09:00 - 17:00 (HKT)
(Except public holidays)

The service hours of the service in HSBC Website are listed as below:
Monday - Friday 09:00 - 20:00 (HKT)
Saturday 09:00 - 17:00 (HKT)
(Except public holidays)

Please note that the Bank reserves the right to change the servicing hours at anytime without prior notice.

Why am I asked to leave my contact number after servicing hours?
New service enhancement after 23 Oct 2011:

To extend our assistance to non-Premier customers asking for assistance anytime in Personal Internet Banking, when these customers click the "Let us call you" button after servicing hours, the pop-up window will appear for them to leave their contact number which Customer Service Officer can call back on next working day. This enhancement is applied to all existing Personal Internet Banking services as listed below.
Personal Internet Banking - Online application forms:
- Unit Trusts
- Bonds/Certificate of Deposit
- Unit Trust Monthly Investment Plan
- Stock Monthly Investment Plan
- Margin FX
- Hospital Insurance
- Personal Instalment Loan / Revolving Credit Facility / TAX loan
- Redrawing Personal Instalment Loan

The non-Premier customers only need to follow the following simple steps to leave their contact number:

  1. Click "Next" to leave the contact number
    Click To Call
  2. Leave the contact number and click "Next"
    Click To Call
  3. Our Customer Service Officer will call back within the next working day
    Click To Call

Is there any charge for using this service?
This service is free of charge.

If I am overseas, can they still use this service?
This service is available to both local and overseas customers and aims to provide immediate assistance to resolve customers' product related questions and facilitate online application over the phone.

What locations will this service cover?
The coverage of this service includes the following locations:

Asia:
Hong Kong, China, Taiwan, Japan, Australia, Singapore, Malaysia, Thailand, New Zealand, South Korea, Philippines, Indonesia, India, Macau, Vietnam

Europe:
United Kingdom, France, West Germany, Switzerland, Netherlands, Italy, Sweden

North America:
USA, Canada

Africa:
South Africa

Middle East:
United Arab Emirates

Please note that the Bank reserves the right to change the service coverage at anytime without prior notice.

If I am overseas, will my call be charged at an overseas rate?
The call will be charged in local rate. However, if you are using a roaming service, the call may be charged in the applicable roaming rate depends on the telephone service provider.

Exceptional Cases

If the telephone line was unintentionally terminated during the conversation, what should I do?
If the case happened, Customer Service Officer will try to call you back using the telephone number registered in our bank record.

If the telephone line was unintentionally terminated during the conversation, why does the bank call back using another telephone number rather than the one I entered for the "Let us call you" service?
The telephone number which you have entered is only for initiating the call session and will not be saved in the Bank's records. Therefore, Customer Service Officer will call back by using the telephone number registered in the Bank's records.

What if there is no pop-up window displayed when I click on the "Let us call you" button?
Please check the pop-up configuration of your computer in such case. If you need further assistance, you can call (852) 2233 3322 (for HSBC Premier customers), (852) 2748 8333 (for HSBC Advance customers) or (852) 2233 3000 (for Other Personal Banking customers).

What if I do not receive the phone call after I have clicked the "CALL ME NOW" button on the pop-up window?
If you do not receive the phone call after clicking the "CALL ME NOW" button, please make sure that you have:
- selected the correct country,
- inputted the correct contact number, and
- not set your phone number to call forwarding.

If you need further assistance, please call (852) 2233 3322 for HSBC Premier customers, (852) 2748 8333 for HSBC Advance customers or (852) 2233 3000 for Other Personal Banking customers.

If I click the "Cancel" or "Hang Up" button on the pop-up window during the call, what will happen?
If you click "Cancel" or "Hang Up" anytime during the call, the phone call will be terminated, and you will see the following pop-up window. You can initiate another call if needed.

    Click To Call

If my Personal Internet Banking session has timed out and logged off automatically during the conversation with the Customer Service Officer, what should I do?
You can log on to Personal Internet Banking again and our Customer Service Officer will continue to provide assistance on the online application.

"Verify Identity" Function

What is the function of the "Verify Identity" button?
The "Verify Identity" button is a service which enables Customer Service Officers to assist you to complete the selected product application using a one-time password (generated by the Security Device). This service is only available if you have a security device and have registered for the PhoneBanking service.

I have logged on to Personal Internet Banking using security device, why do I need to enter the security code again for using the "Verify Identity" function?
If you have logged on by using the security device mode, you will need to enter the security code again for using the "Verify Identity" function.

Since the application will be completed by our Customer Service Officer instead of completing on Personal Internet Banking by yourself, additional authorization is required for protection.

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