to be fair, hk is a capitalistic place. and banking is the most capitalistic business to make money. if they cannot charge u, and need to provide all the services, shareholders will vote them down by selling.
end of the day, the corporates go to where there is money. provide service where there are profits to be made. everyone can vote with the feet and go to the next bank.. there will be an equivalent point where u pay certain amount of money and get that required level of services. if consumers are still stuck with hsbc despite the bad services, it means other are not providing the same services at that price and still hsbc is the relative best choice.
this is something that most people can say it loud and righteous, but nobody knows how to solve the actual problem... the alternative is prob to vote in a socialistic government that collect tax and set up banks as services to the people...
someone has to feed the staff and maintain the infrastructure. if its not us, who ?