Consumer complaint received 2018-02-06
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other service problem

Complaint:
Dear whom this may concern, I currently have choice checking account with HSBC. I received letter in the mail dated on XX/XX/XXXX saying that I need to visit local branch or call HSBC at XXXX XXXX XXXX. This letter says that HSBC need additional information to complete the records of my account even though it has already been opened since XX/XX/XXXX. The letter threatened to suspend my account or even close my account if I don't complete this by XX/XX/XXXX. 

I am unable to visit the local branch because I am traveling indefinitely. I proceed to call the number since last week numerous time. Each time I was put on hold for over an hour with no luck. 
I have tried calling other numbers such as ( XXXX ) XXXX. No one was able to respond to what this " additional information '' request is all about. I was transferred to the " right department '', but was still on hold. In multiple calls, the result was the same and I was put on hold for over an hour each time. I was told by the representative that I will be emailed back or called back, but I never heard back from anyone. I have already given every means for HSBC to contact me back including my email address, my phone number that works in the US, and another number that works while I travel in XXXX. The total time I wasted to wait for someone to respond was over 4 hours since I tried to call. 

This whole thing is unprofessional and inhumane. HSBC side could not be reached in the first place. First of all, there was nothing wrong with my account. Secondly, HSBC should be the one to try to reach me via phone and email. The act to demand me to contact the company when HSBC was never available is the worst kind of of business practice. I demand some real monetary compensation for wasting both my time and emotional energy of trying to reach you since XX/XX/XXXX until now. 

Finally After being put on hold for 45 mins on XX/XX/XXXX, someone finally answered. I was threatened by HSBC Just so they could complete basic trivial info like " how am I going to be using my bank account '' Or if " I recently graduate and where do i work. '' I demanded to speak to a supervisor, and was still put on hold as the supervisor couldn't be reached. I was told that my complaint will be filed, and I was promised that I will be contacted back. I hope this promise is true because I have yet to be compensated for this mess. 

In another separate incident, I asked one of the rep on the phone about transferring money between from my brother 's account to mine. We both owned HSBC account so we would like this to be done electronically on XX/XX/XXXX. I was advised to use the bill pay function and was guaranteed on the phone that the money will be received in 3 to 5 business days. A week passed, and I did not receive the money in my account. Instead we gave up and he had to do another separate transaction to wire the money in. It took over 3 weeks to transfer the money!!!

Company response to consumer: Closed with explanation