Consumer complaint received 2024-12-27 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA

Complaint narrative:
Subject : Formal Complaint Regarding Unprofessional and Inappropriate Conduct by Supervisor XXXX XXXX at HSBC Branch ( XXXX XXXX XXXX XXXX, XXXX, CA ) Dear HSBC Customer Relations, I am writing to formally file a complaint regarding the unprofessional, inappropriate, and discriminatory conduct of XXXX XXXX, a supervisor at your XXXX, CA branch, located at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX, on XX/XX/XXXX and XX/XX/year>. 
Background I have been a customer of HSBC for several months, using the account primarily for access to my funds when traveling abroad. On XX/XX/year>, I received the disbursement of my personal loan into my HSBC account, to avoid mixing these funds with my existing balance and other banks. I intended to withdraw {$25000.00} from my HSBC account. 
On XX/XX/XXXX, I visited the branch accompanied by a friend for safety reasons, as the amount I intended to withdraw was significant. However, I was immediately told by XXXX XXXX that I was not permitted to withdraw that amount. I requested to wire the funds to another bank, but this request was met with unprofessional behavior and refusal. 
Supervisors Unprofessional Conduct Initial Refusal and Rudeness : When I requested to wire the funds to a different bank, XXXX XXXX became extremely rude. He began questioning why I had a friend with me, implying that it was suspicious for me to bring someone along. He also informed me that he would need to conduct an identity verification, which would take hours. I found this unreasonable, but I complied with his request. 
Inordinate Delay and Refusal to Help : After 45 minutes, XXXX returned with the completed verification but still refused to wire my funds or provide me with a cashier 's check. His attitude remained dismissive, and he gave me the impression that he felt he could act with impunity. When I requested information for his supervisor, he refused to provide it, claiming he was the highest authority at HSBC, which I found to be both inaccurate and inappropriate. 
Unwarranted and Invasive Questions : Throughout the interaction, XXXX continued to pry into my personal life in a highly invasive manner. He interrogated me in front of others about my loanan entirely private matterand made me feel uncomfortable and embarrassed. 
Accusations and XXXX  Remarks : Later, when I explained that the loan deposit was slightly less than the amount stated on my documentation ( due to a loan origination fee ), XXXX accused me of fraud, publicly labeling me a money launderer. He continued to make inappropriate remarks, suggesting that I was involved in illegal activities. His questioning became increasingly discriminatory, making XXXX remarks indirectly targeted at my ethnicity. He even questioned why I was banking with HSBC, implying that customers like me were not typically high net worth. 
Threats and Stress : This treatment caused me significant distress, particularly given that I had just undergone XXXX XXXX and was experiencing XXXX XXXX as a result of the stress. To make matters worse, when my son attempted to intervene and ask to speak to XXXX, he hung up the phone. After my son threatened to file a complaint, XXXX finally agreed to provide me with a cashiers check for half of the funds in my account. However, when I requested the remainder of the money or assistance with the wire transfer, XXXX refused and offered no meaningful resolution. 
Additional Concerns Account Restriction : After this interaction, I attempted to complete the wire transfer at home, but my account was restricted. When I called customer service, I was informed that XXXX XXXX had placed the restriction on my account without my knowledge or consent. 
Inconsistent Communication : I was told that if I brought in documents, XXXX would help me with the wire transfer. However, when I did so, he refused to call the lender to verify the funds and continued to delay and obstruct the process. 
Violation of Privacy : XXXX copied my personal loan documents without my consent, violating my privacy and possibly HSBCs own internal procedures. 
Conclusion and Request for Action I strongly believe that XXXX XXXX actions were not only unprofessional but potentially fraudulent and discriminatory. I have never been treated so disrespectfully in a banking environment, especially considering the significant health and emotional stress I was under during this process. 
I am requesting : A full investigation into XXXX XXXX behavior and actions during this incident. 
Disciplinary action against XXXX XXXX, including possible termination, for his unprofessional conduct, false accusations, and failure to assist me as a customer. 
A review of internal policies to ensure that no other customer experiences similar treatment in the future. 
Steps Taken I attempted to resolve the matter directly with XXXX XXXX and the local branch. 
I was denied access to escalate the issue and was repeatedly met with hostility and refusal. 
I contacted HSBC customer service, but the issue remains unresolved.

I request that HSBC take immediate action to investigate and rectify this situation. I would appreciate an acknowledgment of this complaint and an update on any actions being taken.

Company response to consumer: Closed with explanation