Consumer complaint received 2016-11-22
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NY
Product: Money transfers
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
On XX/XX/2016 I requested a wire transfer of {$22000.00} from my personal checking at HSBC account to a domestic non profit checking account at XXXX belonging to a foundation that was managing a pleasure trip to XXXX that I was taking. The transfer was processed via internet and all requested information was given. The funds were withdrawn from my account immediately, a fee was charged and the transfer confirmation said the funds would be available by XXXX XXXX. I was surprised by the length of time the transfer would take so I spoke to a customer person on XX/XX/XXXX who said without doubt the funds would be received before XX/XX/XXXX, probably by XX/XX/XXXX. There was no mention that there was a problem with this transaction. On XX/XX/XXXX XXXX had not received my wire transfer. Also on that date I received a call from XXXX XXXX XXXX from HSBC, VP Premier Relationship manager, who informed me that the funds would not be transferred until an XXXX license # was provided due to the mention of XXXX ( I explained to him it was a touristic trip, not business ) and that the funds were on hold until the license # was provided which was done on the same day it was requested. The foundation that was managing mt travel arrangements for XXXX said they had never experienced this before in dealing with tourists and XXXX. Nevertheless the info XXXX XXXX required was provided immediately. Despite this, the funds were never released and despite many emails and unanswered phone calls ( 25 to 30 ) to XXXX XXXX with many messages left stating the urgency of XXXX receiving the money ( to pay for my trip which was on XX/XX/XXXX ). Due to XXXX XXXX 's lack of responsiveness and lack of professionalism, I had to find under great stress another means to cover my trip. Since then I have tried to get the funds ( which are still on hold ) returned to me along with the fees I paid. On XX/XX/XXXX while Ii was out of town XXXX XXXX who finally answered his phone told my bookkeeper ( who I had told XXXX XXXX was authorized to speak on my behalf to resolve this matter ) that in order to do this I must call a service representative at XXXX. I did, I was transferred several times and placed on hold for 45 minutes. The agent who I finally spoke to referred me back to XXXX XXXX an said it was XXXX XXXX 's responsibility to execute the process for this. XXXX XXXX was called back and left this info in a message and he was asked to call me back ASAP and he has not returned the call. It has now been a week since this message was left and XXXX weeks since the transfer originated and I have not received my funds back into my account! I have had no notification in writing or paperwork informing me that my funds were being held, the reason and length of time they would be on hold or how to proceed to get the funds returned to my account. For this reason I went on XX/XX/XXXX to HSBC in person and they told me they would get back to me. The HSBC failure of performance, care and professionalism after over twenty five years of a banking relationship has caused me enormous financial problems to say nothing of the great XXXX surrounding this matter. I need your help to resolve this matter. Many thanks.

Company response to consumer: Closed with non-monetary relief