Consumer complaint received 2025-12-02 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: OH

Complaint narrative:
Dear CFPB Complaint Team, I am writing to file a complaint regarding HSBC US and my recent experience attempting to use XXXX through the HSBC US mobile app, which resulted in an unreasonable demand to visit a branch and an immediate suspension/restriction placed on my account. 

1 ) Timeline and what happened On XX/XX/XXXX, at approximately XXXX XXXX, I attempted to send {$500.00} via XXXX from my HSBC US mobile app to my XXXXXXXX XXXX XXXXXXXX account. The app displayed a message indicating the transaction required a review and instructed me to call XXXX. 

When I called, a banker asked me numerous verification questions, including questions about phone numbers previously linked to my HSBC profile. I believe I have attached three phone numbers to my HSBC US account historically. One of them ends in XXXX. Because that number was a newer line and I did not immediately remember it, I asked the banker to give me a moment to check my records. The banker then questioned me in a highly suspicious manner, implying the number might belong to someone else. I repeatedly clarified that it was my own number. 

I also explained that, based on how these phone-verification systems work, even if I previously used that phone number, it may not currently match public caller-ID or third-party verification databases ( e.g., Innovis-type verification ), meaning I may not be able to receive verification codes for that number. Despite my explanation, the banker coldly ended the conversation by telling me that I must visit a branch to resolve the issue. HSBC has very limited branches, and the nearest branch is extremely far from me. This requirement is unreasonable and creates a practical barrier to accessing basic account services. 

I asked whether this meant I could not use XXXX at all for the time being, and the banker confirmed that I could not. After the call ended, HSBC then placed my account under suspension/restriction. 

2 ) Follow-up call and continued refusal to provide options I then called XXXX. After being transferred for more than XXXX minutes, I was connected to what appeared to be a fraud/risk-related department representative. This representative verified my identity fully, but still insisted that the only solution was to visit a branch, even after I explained the entire situation and asked whether any alternative verification method was available. The answer remained a cold and absolute no. 

3 ) Service concerns and potential discrimination This entire process reflects extremely poor customer service and an unreasonable denial of remote resolution options. HSBCs live chat support was effectively useless, and phone support repeatedly transferred me until I reached one or two bankers who provided dismissive, unhelpful responses. The overall attitude and handling of the situation were degrading and unreasonable. 

I am not making a direct accusation, but I am concerned that XXXX bias/discrimination may have played a role in the way I was treated and the refusal to provide reasonable alternatives.

Company response to consumer: Closed with explanation