Consumer complaint received 2023-06-30
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Dear Customer Relation Agent : Complaint : HSBC refuses to return {$10000.00} belonging to XXXX XXXX. A request to close a checking account began 5 months ago and since then 25 calls have been placed and 15 plus hours have been wasted speaking with HSBC agents, wasting my time and theirs on something other banks resolve in one hour. Three Security department supervisors have failed to address a doable solution to the problem, and all walked away. I have been accused of wrong doings, hung up on, avoided and calls not returned all from a World Class bank. 
After a 60-day investigation, HSBC said a letter and check would be sent, that never happened. I heard week after week the request was batched and processed, which meant nothing. Finally, in XXXX an agent from security department XXXX recognized the number of calls made and attempted to resolve the issue. It was advised a recall/dispute was required to return the funds. With him and the XXXX XXXX XXXX  on the line where funds came from ( sees attach ), XXXX XXXX XXXX  said this is not possible, the funds were accepted, XXXX XXXX has no access to the website and 4 months past. They stated this was an issue between HSBC and me. l Supervisor XXXX in the Security Department insisted this is the only way funds would be returned ; this was not possible, and I took this as a threat. At this point I had already called XXXX XXXX corporate and visited two local branches, all denying the request. XXXX said, Go to bank, go to bank! and hung up on me. It should be noted, he also alleged me of some wrongdoing actions on the account which are totally false. It should be noted he pulled XXXX off this case, someone who was attempting to resolve it. One great supervisor from a World Class Bank. 
The next supervisor who came along was XXXX, a man of a few vague words, like XXXX, Go to bank. I arranged a call with him and XXXX XXXX from XXXX XXXX XXXX. I wanted them to talk because the Go to bank advice doesnt resonate with me. XXXX subordinate insisted that XXXX would leave the room. The purpose of the conversation was to learn what XXXX XXXX XXXX  needed to provide. Totally insane. XXXX said few words other than a letter requesting return of funds from XXXX XXXX was required. ( See attach ). XXXX said his email was blocked, so I sent letter to the HSBC efraud prevention address, apparently this went nowhere. I called XXXX XXXX weeks later for an update and his subordinate, XXXX, got tangled in a lie about his availability wouldnt allow me to wait and took message ensuring XXXX would return the call. He did not return my call. XXXX was interesting, he said HSBC doesnt do any emailing, but expects XXXX XXXX can. It was also interesting his subordinate requested XXXX from XXXX XXXX to leave the room in conversation with XXXX. Why was that? If this request is a bank-to-bank transfer in which XXXX suggests, then why are not the two banks talking to resolve the issue? XXXX XXXX did not initiate the transfer to HSBC, I did. 
The next supervisor came along was XXXX. His records show the only way I can have funds returned would be if XXXX XXXX XXXX  sent a Hold Harmless letter. Again, XXXX XXXX XXXX  rejected. At this point I realized these supervisors are totally incompetent of resolving this issue. All the documents requested ( bank statements, HSBC welcoming letter ) were all sent to their efraud prevention address, and each had no idea, cared, or read them, a bunch of lazy supervisors, in XXXX case he asked for me to resend them again while on the phone, a totally disorganized guy. XXXX said he would update me, but never did. 
I question the knowledge of any of these supervisors. Three different nonsolutions to the same problem. All forgot the case existed and show no follow-up to resolve, either. Is this World Class Banking? 
My intentions were to open a CD account, days later finding the funds went into a checking account, something I did not want. After total confusion and unclear conversation, I requested to close the account. 
I cant believe a World class bank can waste these many resources on a relatively simple request. 
In closing, I hope this letter is forwarded to a banking professional up the chain above any of the agents in this letter who can take the facts and resolve and not waste anymore of my time or yours.

Company response to consumer: Closed with explanation