Consumer complaint received 2022-07-28
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
Amount of money : XXXX XXXX  Date of transfer : XXXX, XX/XX/2022 Sender 's bank : HSBC, USA Recipient bank : XXXX XXXX, XXXX Events that transpired : XXXX ) I usually transfer an amount of XXXXXXXX XXXX from my HSBC, XXXX XXXX account to my mother 's account in XXXXXXXX XXXX, XXXX. This I do almost every month, using the same template in my HSBC account page. I initiated a similar transfer on XXXX, XX/XX/2022 XXXX ) I realized after two weeks that the amount hasn't reached my mother 's account. When I checked with HSBC through their XXXX XXXX this was the exact response I got from XXXX XXXX XXXX, VP Premier Relationships XXXX XXXX, " Our back office informed that the payment has been completed by HSBC and already on hold with receiving bank. You can go ahead to check with the receiving bank now to find out the payment 's status '' 3 ) Assuming that HSBC completed its part of the deal my father rigorously followed up with XXXXXXXX XXXX XXXX. HSBC provided me with a receipt number. But XXXX XXXX said that the receipt number was invalid. These were XXXX banks exact words, " Dear Sir/Madam, As of now, We are unable to trace any message/payment with given details. 
Kindly provide authenticated XXXX XXXX copy to trace further. " 4 ) When I contacted HSBC again asking for the " XXXX XXXX copy '' they weren't ready to provide that to me. All they were ready to provide was a receipt number which the other bank wouldn't recognize 5 ) When I spoke with HSBC again a week later, they told me that the transaction could not be completed because " the reason/intent for the transaction was unclear ''. This is not the first time I have had this issue with HSBC. I have had the same issue multiple times before and I had cleared it up with their wire department or at least I thought I did. This was again a template recommended by one of their relationship managers named XXXX XXXX in HSBC, XXXX XXXX. I had used the template multiple times before so I don't know how " the intent could suddenly become unclear. '' 6 ) I was told that I could " expect '' to see the money in my bank account in a couple of weeks. 

7 ) When I couldn't find the money in my account, I contacted HSBC again in a couple of weeks. They told me that they had transferred the amount to XXXXXXXX XXXX but XXXXXXXX XXXX denied the transaction saying that the intent was unclear. So now they are trying to retract the transaction from XXXXXXXX XXXX 

8 ) But when I contacted XXXXXXXX XXXX again, they deny that there has been any transaction. They are requesting more details from me. But HSBC won't give me the details. 

9 ) This point is just a rant. It has been 3 months now and I don't know where my money is. If a transaction is denied I think HSBC has the responsibility to let its customer know that the transaction has been denied which it chooses not to do. It's a universal truth that HSBC has terrible customer service and doesn't care about its customers once you open an account. But this is beyond terrible customer service. This is harming the customer. This I hope is a new low. If it's not a new low I hope that CFPB or some other federal agency does something about it. 

10 ) I have also filed a complaint through HSBC 's complaint system. But I haven't heard a response in 2 weeks.

Company response to consumer: Closed with explanation