Consumer complaint received 2026-03-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA

Complaint narrative:
Below is the chat history between me & HSBC : XX/XX/XXXX : My new wealth relationship manager emailed me : Please call me. I called her and over the phone she told me that the money my parents ( my father/step-mother ) transferred to me is over the limit, and she warned me that she might close my account, but weve been doing the same thing for the past XXXX years, theres never an issue, and we checked with the legal documents in XXXXXXXX., we are not over the limit at all. XXXX By Law : XXXXXXXX XXXX XXXX regulations allows one person to transfer below {$50000.00} from XXXX to the XXXX each year, so my father transferred me about {$48000.00}, and my step-mother transferred me {$46000.00} last year, so none of these exceed the limit. For your reference : on XX/XX/XXXX, my father XXXX XXXX gave me {$48000.00} as a gift ; on XX/XX/XXXX, my stepmother XXXX XXXX gave me {$46000.00} as a gift. Neither of these exceeds the limit. XX/XX/XXXX : I called other customer service in XXXX and the XXXX, and none of them told me they have this new policy. I emailed my relationship manager to ask for a written set of HSBC guidelines regarding this new policy about the limit, but she didnt respond. XX/XX/XXXX : I requested a transfer of {$20000.00} from HSBC Checking to my own XXXX XXXX XXXX Account, which I regularly do without issue. XX/XX/XXXX : HSBC rejected it and returned the money. XX/XX/XXXX : I contacted the customer service to ask why my money didnt go through, and they told me they didnt know and just advised me to try again. They said they blocked my account, and then they unblocked it again, and I should be good to transfer now. XX/XX/XXXX : I finally decided to follow up because I didnt hear back from my relationship manager. She called me back but refused to send me any written documents or email me. She insisted to do phone call and told me that the back office informed her I was over the limit, and she could not provide anything to prove her point. XX/XX/XXXX : Her manager from XXXX XXXX called me and explained and apologized to me that they couldnt provide anything. She said thats their understanding of the policy. I told her that weve been doing the legal transfer within the limit for the past XXXX years without any issues, and we double-checked with HSBC XXXX XXXX and they confirmed this was fine. She said, then it should be fine. I dont need to worry about anything. Their department might contact me to verify those, I told her of course, feel free to contacted me anytimes, and I'm more than happy to provide any documents to proof where the money coming from, the relationships etc... ( Later on, I didn't receive any phone calls or mails or whatever about this matter, and nobody contacted me to do any verifications. ) XX/XX/XXXX : I contacted customer service to ask the same thing, the same response as XX/XX/XXXX. I requested a transfer of {$20000.00} from my HSBC checking account to my own XXXX XXXX XXXX Account. XX/XX/XXXX : HSBC once again rejected it and returned the money. XX/XX/XXXX : I contacted customer service again to ask the same thing, with the same response as XX/XX/XXXX. XX/XX/XXXX : I thought it was some other issues, so I tried to transfer {$16000.00} and {$300.00} from my own HSBC checking account to my XXXX account. XX/XX/XXXX : HSBC rejected both and returned the money. I figured there was something wrong with the bank and my account was unfairly frozen. XX/XX/XXXX, XXXX, XXXX, XXXX : I asked the customer service multiple times through phone and messages asked about why. Initially, they told me there were no issues with my account, but I kept asking them for a fix, and they kept delaying without giving me a proper answer. Eventually, after I called many times, they told me they found a block on my account, from their back office, and they couldnt reach out to their back office by phone ; they could only do email, so they kept promising they would get back to me later, but they kept delaying. I didnt receive any phone calls. XX/XX/XXXX : Today, they texted me on their live chat that my account will be closed without giving a proper reason, and then I asked how I could get my money, and when I would get the check. They refused to give me a specific date. None of this is acceptable. I need a proper response and a solution. We did nothing wrong legally, so they have to let me know why and what the fix is. Thank you so much for reviewing.

Company response to consumer: Closed with explanation