Complaint #1373646 submitted on 05/13/2015 relating to HSBC. Complaint relates to Bank account or service Checking account - Account opening, closing, or management .
Complaint was submitted via Web and sent to the company on Friday 15th May 2015.
On XXXX XXXX, 2015 my wife tried to withdraw money from our joint checking acct with HSBC. It did not work, so I called HSBC XXXX that night ( I have called many many times over the XXXX years with HSBC ). They told me there is a block on my account and I need to call Monday morning to sort this out. On XXXX XXXX, I called, spoke to XXXX, who told me my account has been closed. HSBC said they had sent letters / emails to my wife requiring some information from her or the account would be closed. My comment to HSBC is why did not they not call me before doing anything drastic like closing my account. At this time, my wife got on the phone with XXXX and told her that she in fact did receive emails but ignored them saying she thought they were spam. XXXX said that they tried to phone us but it did not work. XXXX mentioned some phone number that was not ours. This call got cut off. XXXX minutes later I got a call from XXXX who admitted HSBC was at fault and should have called me ( her phoning is also proof that they have my correct phone number - record attached ) and that HSBC would send me a check through registered mail that I should receive in XXXX business days. They would also send me by text the tracking number. This conversation was recorded by HSBC.
XXXX XXXX, I phoned HSBC, XXXX, to inquire where was my check. XXXX told me that it is has not been sent, as HSBC needed to confirm my address. On the same day, XXXX XXXX, I received mail correspondence from HSBC - separate issue and attached, that shows they did have my address ( not changed in XXXX years ). XXXX also said my account was not closed and was " restricted ''. XXXX promised to call me XXXX XXXX with more information. I did get a call from her on XXXX XXXX, was unable to answer it, and called by HSBC and spoke to XXXX. XXXX told me XXXX is the supervisor and is required to call me twice ( she did not ). I asked XXXX to escalate the issue ( and I also confirmed my address with him ) he promised to have a supervisor call me back within an hour. They did not. After a few hours XXXX called me back, apologized and said that I now need to speak to XXXX about this issue. I told XXXX that I want my money, and that I will contact the XXXX Police Dept and report HSBC for theft. He told me there is nothing he can do, and that XXXX will call me on XXXX XXXX. At this point ( XXXX XXXX ), I could still see my account online. XXXX XXXX, my account is suspended online ( attached ), and when I called HSBC as soon as they get my account number, they immediately hang up, so I must be flagged as " do not speak to this person ''. Therefore, HSBC has my money and I am completely unable to contact them. So I must wait for XXXX to call, HSBC has broken their promises before so I may or may not get this call. I have no recourse at all and need help.
| Company | HSBC |
| Complaint ID | 1373646 |
| Date Received | 05/13/2015 |
| Product | Bank account or service Checking account |
| Issue | Account opening, closing, or management |
| State/ZIP Code | CA 905XX |
| Consumer Consent | Consent provided |
| Company Public Response | |
| Company Response To Customer | Closed with explanation |
| Submitted | Web 05/15/2015 |
| Result | Timely Response: Yes, Consumer Disputed: No |
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