STRAIGHT TO THE POINT

I HAVE had numerous issues with HSBC since my mother died in June. The bank keeps blocking my 95-year-old father’s card, and dealing with its bereavement support team is almost impossible.

L. Y., by email. HSBC admitted its standards fell short when it came to the service you received. It has been in touch to apologise and has offered you £1,250 in compensation. EACH time I try to log in to my American Express account, a page pops up saying its system is unavailable. I’ve spent two months trying to call the customer service team, waiting up to 21 minutes on hold. On several occasions I have been told someone would call me back, but no one ever does.

J. A., Harrogate, N. Yorks.

IT APPEARS there may have been a problem with your broadband connection, but american express is now helping to resolve the issue. The firm apologises for the poor service you received and has paid you £75 as a goodwill gesture. MY HUSBAND and I had two pay-as-yougo mobiles which have been switched off since he died last year. I rang the provider Virgin Media to ask if I could retrieve the balances and couldn’t believe it when it refused.

D. S, Felixstowe, Suffolk.

THE mobiles were deactivated because they had not been used for so long. However, Virgin has now apologised to you and refunded you £ 70 to cover the balances. YEARS ago, I bought a pair of slip-on shoes from Hotter, but the heels have now completely disintegrated. When I rang the company, I was asked for a receipt which I didn’t have, so I sent over some photographs of the shoes as proof of their condition. I haven’t received a response from the firm.

B. M., Crawley, W. Sussex. HOTTER claims this problem affected a ‘very small’ proportion of shoes made several years ago. It has now called to apologise and offered a £75 voucher.