Consumer complaint received 2022-08-30
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
TO : Consumer Financial Protection Bureau ( CFPB ) XX/XX/2022 Please immediately review and report concerning a mishandled wire transaction that was scheduled to occur on XX/XX/2022... but such " wired funds '' were never placed into my personal account until XXXX  days later on XX/XX/2022. The amount involved was {$260000.00} ( plus my wire fees and all fines-fees-penalties and interest due me ) which was unjustifiably held by one or all of the guilty banking and or investment brokerage institutions listed below : Background Chronological Order : On XXXX XXXX Monday XX/XX/2022, my Primary Real Estate residence in PA closed ( Final Settlement ). XXXX XXXX XXXX, XXXX handled the settlement. " EMAIL : Thu, XX/XX/XXXX, XXXX XXXX  I reviewed the XX/XX/2022, seller 's settlement papers/ fees and approved... Please make sure {$260000.00} is immediately transferred to my XXXX account... Thanks XXXX '' I instructed XXXX XXXX XXXX XXXX XXXX   ) to wire funds due to me, the seller, ( {$260000.00} ) to my personal Municipal Money Market Fund ( XXXX XXXX # XXXX ) held at XXXX XXXX I gave XXXX  the instructions to wire funds ( per XXXX  web sites wiring instructions ) and paid additional fees to XXXX  to have those funds directly wired to my XXXX account. 

XXXX has assured me that their bank, XXXX Bank, wired {$260000.00} on XX/XX/2022, per instructions. 

At XXXX PM Monday XX/XX/2022, XXXX XXXX, ( XXXX XXXX ) received wiring confirmations from XXXX XXXX # XXXX HSBC Bank USA that confirmed they received {$260000.00} ( from XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX  : XXXX XXXX On XX/XX/2022, I called XXXX and spoke to the XXXX Wire Transfer Department asking why my funds were not deposited into my Account. They did not have an answer and promised a return call. NO RETURN CALL WAS MADE. 

On XX/XX/2022, a representative of XXXX XXXX XXXX XXXX XXXX joined me in a 3-way conversation with XXXX Wire Transfer Department XXXX She verbally shared with them both the XXXX and XXXX bank wire confirmation numbers. After an extensive delay, XXXX confirmed that their bank HSBC received the funds and MY PERSONAL VANGUARD ACCOUNT SHOULD RECEIVE THE FUNDS WITHIN 5 BUSINESS DAYS. I asked the reason why my funds could not be instantly wired into my personal XXXX XXXX XXXX Account plus all fines-fees-penalties and interest due me. NO ANSWER GIVEN On XX/XX/2022, I AGAIN called XXXX and spoke to the XXXX Wire Transfer Department. They informed me that the wiring instructions from XXXX XXXX XXXX were formatted incorrectly and that it will take 4 more business days to transfer the funds into my personal XXXX  XXXX XXXX Account XXXX 

" EMAIL : Fri, XX/XX/XXXX, XXXX XXXX  My name is XXXX XXXX, and I am counsel for XXXX XXXX XXXX, XXXX. I have reviewed the wiring instructions you provided to XXXX and compared them to the outgoing instructions which were provided to XXXX XXXX. Those two sets of documents matched. Ive also confirmed the outgoing wiring instructions with XXXX XXXX  to ensure they initiated the wire with the same instructions. XXXX XXXX  confirmed that all of the information in the outgoing wire was exactly as set forth on the instructions you provided to XXXX. Ultimately, I appreciate your frustration, but my client has done exactly as required by the instructions they were provided, and any delay was clearly not caused by XXXX or XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX XXXX of XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, PA XXXXXXXX XXXX XXXX XXXX XXXX Fax- XXXX " On XX/XX/2022, I AGAIN called XXXX and spoke to the XXXX Wire Transfer Department . I asked why my funds were not deposited into my account. They initially informed me that the funds were never received by their bank. I was furious and insisted an immediate review be undertaken. After an extensive delay, XXXX Wire Transfer Department returned to the call and now confirmed that their bank ( HSBC Bank USA ) had my fundsbut the bank needs an additional 2-3 business days to transfer the funds ( including interest/dividends accrued ) into my account. I was now totally frustrated and asked the reason why my funds could not be instantly wired into my personal XXXX XXXX XXXX Account plus all fines-fees-penalties and interest due me. NO ANSWER GIVEN. Accordingly, I asked that my funds be immediately deposited into my personal XXXX XXXX XXXX Account REFUSED. I also asked for a phone call content log-summary of all the calls I have made to XXXX and the promises that have been made to me. REFUSED. I also asked to immediately speak to the Department Manager or President/CEO of VanguardI was informed that either one would call me within 24-48 hours. NO RETURN CALL WAS MADE. 

Finally on XX/XX/2022 a XXXX representative, XXXX XXXX, contacted me to apologize and inform me that my funds ( {$260000.00} ) were now ( 16 DAYS after wiring transaction was initiated ) placed into my personal XXXX XXXX XXXX Account. ( WITHOUT any fines-fees-penalties and interest due me deposited into my account. ) Please immediately help me to determine the guilty party/parties and : 1. Supply to me the complete detailed information concerning the REASONS and SPECFICS for delays in my transaction ( revealed in writing ) 2 Fines/fees/assessments/interest should be levied against any/all guilty institutions ... payable to me 3 Corrective measures should be mandated so that such worrisome troubling unfair delays and horrible treatment never happen again to any American Citizen Thank-you " XXXX XXXX Cell " XXXX XXXX Email XXXX Contacts : Email XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ID XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX XXXXXXXX XXXX XXXX  # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX HSBC BANK USA, N.A XXXX XXXX # XXXX XXXX XXXX XXXX, XXXX XXXX  ( NY ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX Phone : ( XXXX ) XXXX XXXX XXXX services XXXX Background : Settlement Date : XX/XX/2022 Property Address : XXXX Seller : XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX ID XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX File No./Escrow No. : XXXX Officer/Escrow XXXX : XXXX XXXX XXXX WIRE INSTRUCTIONS : Receiving Bank : XXXX XXXX # XXXX HSBC Bank USA XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX For Credit to : XXXX Account XXXX, XXXX Incoming Wire Account For Further Credit to the Final Beneficiary XXXX XXXX Fund Number/Name : XXXX XXXX XXXX XXXX  ( XXXX XXXX # XXXX ) XXXX Account # : ( XXXX ) XXXX digits XXXX XXXXXXXX Account Registration Details : XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation