Consumer complaint received 2022-12-08
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CO
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have had this savings account for almost 2 years. On the XXXX I linked an external bank account to my checking account at XXXX ( a XXXX Bank that is either part of or uses XXXXXXXX XXXX for its services ) and then 2 days later verified 2 trail deposits that HSBC made to my XXXX bank and the linked bank was activated and then I transferred-in funds from XXXX into my HSBC account on the XXXX. The following day I received an email from HSBC efraudprevention department with Reference Number : - XXXX - they also disabled my online access to my savings account so I could not login. I called them and they verified some information and after several minutes of hold then transferred me again to some other call center possibly in XXXX ( because of the terminology used by the agent ) and was connected to " XXXX '' - he said I was on a recorded line ( would be nice if HSBC can get the recording and hear the recording so I don't have to type the details ). He verified my information again by sending a code to my phone but the texting doesn't work and he called and sent phone by voice and then called back to ask the code and after verifying it and my information asked me for the bank name and I when I told him the amount and the bank name - he seemed confused ( obviously ) because of XXXX combination and I explained him that XXXX is XXXX XXXX company and they use another bank for their services, I provided him the amount of the transaction and he asked if I was the owner of the account, then he asked me for my account number at XXXX but I declined to provide the full account number and he said I could provide the last 4 digits, which I did. Then he said he was not getting some verification from XXXX and I told him he could just cancel that transaction but he told me that if he cancelled the transaction my funds will be on hold for 60 days at their " Partner Services? '' and when I asked him what " partner service '' is and where exactly are my funds now and if they will be at HSBC or not he said they are at the " XXXX? '' When I asked him what that means and I don't understand where my funds are ( whether they are at HSBC or not ) and he was repeating the same info and that he needs to verify but is not getting verification. I asked him how long that will take and he provided some vague info like " if it was a debit transaction we could cancel it but since it is a credit transaction they have to verify it and it could take 3 days '' and I said fine I can wait for 3 days but then he said he was not getting verification from the bank- I also could not understand what he was trying to say at this point. Secondly, I could not understand how the funds will be on hold if the transaction were to be canceled and I asked him where the funds are/will be on hold ( whether at HSBC or XXXX ) and he seemed agitated and told " that is what he was telling me '' and kept repeating the same info " if it is debit it could take 3 days ... etc., '' and if he canceled the transaction it would take 60 days and that I should call XXXX and ask them to cancel the transaction. I told him that it is not possible to cancel an income ACH ( no bank does that in the XXXX, he should know this ) and the bankXXXX not only will be able to cancel it ( I told this to him twice ) but they will not likely entertain me because I am withdrawing funds from their account - add to it that XXXX only provides support by chat. Then he said he could call XXXX and I told him that they don't seem to provide phone support and only by chat but he said he has their phone number XXXX and he tried to call them but they did not answer and he said may be they closed because it was XXXX XXXX XXXX and that I can call back tomorrow at XXXX. Since I was not getting anywhere I asked if I could speak with a supervisor and he said the supervisor would tell me the same thing. In the meantime I logged in to my XXXX account and noticed that funds had already been transferred out and I told him that. I said ok, and I asked him for name and ID or any other number and said his name is " XXXX '' ( I hope is the only XXXX there and that does not help by just giving the first name ) and there was no ID - well, that helps a lot. NOTE : If HSBC wants to verify that I am the account holder by calling XXXX, they can do so by themselves and release funds but I can not call their ( XXXX ) number on the website there is no option to speak to a live customer service and only via chat - if HSBC wants to call them while I am on the phone with HSBC then they need to get proper contact number for XXXX and their hours or whom/to talk to and then call me or email me and let me know so they can properly connect with a rep at XXXX while I am on the line and not waste my time further ( I already wasted almost 5 hours on this issue, obviously each time I call the automated system will ask for my debit pin for the account that I don't have a debit card, and when connected to an agent, I have to explain everything, and go through multiple verification steps, etc., ).

Company response to consumer: Closed with explanation