Consumer complaint received 2023-04-25
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Foreign currency exchange
Issue: Fraud or scam

Complaint:
XXXX - XX/XX/XXXX - I submitted a {$6000.00} wire transfer from my HSBC account to my brother in XXXX. the wire was to my brother 's HSBC account which is in US Dollar. I have submitted a wire transfer previously from the exact same account in HSBC in XX/XX/XXXX and it was received by my brother HSBC account in Us Dollars. 

XX/XX/XXXX - My brother called me and said the money is sent in Eqyptian pound, and they won't give him US Dollar as they did on XXXX XXXX XXXX XXXX. I called back the bank and told the representative that money is sent in Eqyptian pound instead of US Dollar and it should have been sent in US Dollar ( my back account is US Dollar and by brother 's account is in US Dollar ). Also, back in XX/XX/XXXX had sent another wire and there was no issue with that. My brother received the money in US Dollar. The representative suggested that it best to recall the wire and then resend it back. I said OK, and she said she'll open a recall request and it would be processed and money should be returned to my account within 4-5 days. 

XXXX XXXX Money was not back in my account I got worried so I called back XXXX customer service. Spoke to a manager and went over the same thing with her ( we were on the phone for about almost 2 hours ), we requested the issue to be escalated and requested result by the XX/XX/XXXX. We did not get a call back until Friday XX/XX/XXXX... got a XXXX and I called again back Monday XX/XX/XXXX and left voicemail. 

XXXX  - Spoke to XXXX which was a manager, again went over the same process. We again explained what happen but this time the manager said that the only way to receive my money back is to accept the conversion rate between Egyptian pound to a dollar which was news to me. I have sent the money in US dollars to an account in US dollars and I have done this previously how come they money turned to Egyptian pound. And XXXX stated the conversion happens automatically which doesn't make any sense because as a customer we should have the choice to send the money how we want it ... this is how it is with the other banks. XXXX stated now there will be conversion fees applied etc. And now customer service decided to come up with a new sneaky way to blame me for sending the money in Egyptian pound which has not happened because I have previously sent the money in XXXX and it was received in Us Dollars. It is getting very frustrated I have been lied to by the XXXX customer service saying that my money will be recalled in 4-5 business days but till today I did not receive my money. They keep bouncing me around from one agent to another with no help. I am getting very desperate and scared for my money and I need help. 
It's insane that how long it's taking HSB to resolve the issue and the money is not in the account. HSBC should not be be able to decide on my behalf how the money should be sent to another party, it's my choice. I have the receiver 's account setup in US Dollar and it should be received by them in US Dollar. Our claim # with them is XXXX

Company response to consumer: Closed with explanation