This is the reason I am moving away from these old school companies as much as possible. I remember the good olde' days when companies would bend over backwards to ensure that as a customer you were looked after.
Nowadays they're more than happy to make you speak to a robot which can't understand you, so you get put through to a machine where you have to enter stuff like account numbers and sort codes, followed by a long wait to speak to someone who has no connection with the robot and therefore has to ask again for the same account numbers you just entered. All this
to give them money. Think about this, they are the service provider. Why are we wasting precious time waiting for them?
I don't tolerate it anymore, and will generally find the CEO's email address on
https://www.ceoemail.com/ and email him/her explaining that I'm not livestock just sitting in a pen to be milked and will happily await their customer services team to contact me.
I'm yet to encounter a non-resolution with this strategy and I highly implore everyone else to do the same.
As a society we've just sat back and let these companies cheap out on service over and over so we end up spending hours (or even days, or weeks) of our lives on hold when they're the ones who should be working for us. If we all start emailing the CEOs of these companies with our problems then maybe one day the penny will drop.
EDIT:
@DXP55 here's the one you want. Email this person explaining what you want, what your branch is, and let them do what you pay them to do:
https://ceoemail.com/s.php?id=ceo-75820&c=HSBC Holdings Plc-Group Chief Executive
