Dear HSBC

I was charged recently with a penalty for not being able to pay for my bills last December.  So I checked my e-statement records and didn't find any notification sent to my email at all.

First off, I've subscribed to HSBC's e-statement system because it's supposed to notify your customers (I'm one of them) of the next scheduled billing statement.  Usually the bill would be available within 24 hours from the notification date.  Well last December I didn't get any.

While it is fairly correct to say that I could've mindfully kept track of the billing cycle and voluntarily logged in to the system myself to verify.  But then that defeats the purpose of this automated system, doesn't it?

So yes I was charged and I sent you an email about this concern.  A representative responded and I replied back detailing the issue.  Then a rep from your collections department called to clarify further.

I appreciate the effort you've made.  I really do.  However, I think HSBC still has a lot of stuff to improve.  So I though I'd list them down below:

1. HSBC has 3 customer service numbers.  What's frustrating is that these numbers work exclusively for different telecom networks.  For example the toll-free 1-800 is exclusive for PLDT subscribers only.  I'm pretty sure there's a corporate reason behind this but you could've built stronger loyalty from customers by just having one that efficiently works for all.  HSBC is an international company.  I'm sure you are capable of simplifying this for us.
2. I always pay on time. But I had past experience with HSBC sending me notifications for an overdue payment.  And you've always been punctual and assertive on this.  So if you are punctual on this task, what's keeping you from delivering an e-statement on time?
3. You blocked my card upon knowing about this issue.  Why do you have to do that?
4. You asked me to pay the minimum amount.  I refused because I do not wish to go to your paying station twice a month.  I got other more important things to do than resolving an issue that isn't mine.  So I decided to pay the whole amount.  My concern is not about the amount.  It's the principle of delivering it right and earning loyalty from customers like me.
5. Your customer service and your collection department reps always made calls in the afternoons when I'm at my most busiest time of the day.  Please be sensitive about other people's time.  Call me in the evening, that time when I'm at my relaxed mood - when everything's getting cool metaphorically and literally speaking.

So dear HSBC, does your customer service really work?  Tell me.

How to present a problem

It's easier to criticize.  It's easier to shut down.  It's easier to quit.  It's easier to bad mouth.  It's easier to complain.  These are just some of the obvious reactions people do when they feel inconvenient or see problems coming.

But haven't you noticed?  These traits never get you anywhere near anything worth anyone's time.  In fact, you may even find yourself moving in the wrong direction, attracting the wrong people, and then end up realizing you haven't done anything that benefits anyone at all.

Problems are windows for improvement.  More often however, it's difficult to view it this way.  It takes a remarkable mind and heart to acknowledge such occasions as opportunities.  If you don't belong in this category of people... practice being one.

Better yet, try this.

Next time you see a problem, the next time you feel that a proposition seems not possible to happen, don't just rant or complain about it.  Present the problem with probable scenarios and propose solutions.

Try and practice this approach for this year.

Patient capital

The solution to every problem is not about knowing what to do but understanding first applicable principles behind the circumstance. On top of a knowledge driven approach, solutions should not discount the attributes of patience, freedom, dignity, and in today's generation, an entrepreneurial mind and spirit.

Jacqueline Novogatz speaks at TED a concept she calls patient capital and mentioned about interinterdiscplinary collaborations of as many creative sectors that applies.