Consumer complaint received 2019-11-07
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
My father is XXXX years old and has a premier account with HSBC bank in XXXX. I have been bringing him to the branch on XXXX XXXX. the last couple years for his banking needs. Some of the staff at this branch know us & we have an investment consultant who has been helping my father 's investment accounts since the accounts were opened several years ago. 

On XX/XX/XXXX, I brought my father to the bank to get some bank statements for the investment & money market accounts. One of the staff provided us the statements for the money market account & told us the investment account statements are being handled by the investment consultant only & she is out of the office. I told her that's not a problem & I can call her directly to schedule the appointment & come back next time. While I was reviewing the money market bank statements, I had some questions regarding three of the deposits that were rejected ( bounced checks? ) last month. I asked the staff if she could print out the supporting document for these items so we could investigate what the problems are. 

While we were waiting to receive the supporting documents for these issues, this person ( later I found out his name is XXXX XXXX-Bank Manager, who we never met before ) approached us & told us : " I need to see him ( my father ) alone, you need to stay here ( waiting area ) ''. Then he ordered my father : '' Come to my office ''. My father looked at me & wondered what was going on. My father got up & tried to follow him to his office. I also got up & tried to assist my father ( who's using a cane for support, I normally assist him because even though he's in good health & him mind is still very sharp & clear, still he's XXXX years old & we always trying to assist him if possible to make sure he wouldn't fall ). XXXX saw me trying to walk with my father to his office, he shouted at me : " You need to stay here & can't come in ''. I wondered if XXXX understood his liability & HSBC 's liability if my father fell during walk to his office? 

Inside his office, I heard XXXX ask my father : " What do you need? '' My father told him he would like to know the balance in his investment account. XXXX wrote it down on a small piece of paper & gave it to him than asked : " What else do you need? '' My father was getting irritated by XXXX 's rude behavior & told him : " I would like my daughter to come in to represent me ''. I went into his office & right away he told me : " I can only talk to your father but not you ''. He kept on shouting the same thing over & over again even though my father kept on telling him that he wanted his daughter to represent him. We both felt so furious about XXXX 's rude behavior that I told him : " I really don't understand how you run your business ''. XXXX got so angry from what I said then he shouted loudly & pointed his finger towards the front door : " GET OUT OF HERE & YOU ARE NOT EVEN MY CLIENT ''! He shouted the same thing three times & the entire office could hear him. This type of behavior by a bank manager is outrageous & totally uncalled for. 

It's a shame that HSBC has a person like XXXX XXXX as a bank manager. Not only did he offer no customer service, he treated us like criminals & humiliated us in front of everyone in the bank. I understand that he never met us before & was trying to be careful, but we were there just to ask for, but not demand, documents. Knowing my father has the accounts with them & our investment consultant has been helping us for years, he could have just referred us to see her for our need, we would be more than happy to come back instead of being treated like criminals for such simple request. I am sure our investment consultant would have made her professional judgement as of what to provide or not.

HSBC management should follow up with XXXX XXXX & to make sure such a horrible experience that happened to us will not happen to other HSBC customers again.

Company response to consumer: Closed with explanation