Consumer complaint received 2025-02-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: TX

Complaint narrative:
To whom it concerns, A Checking and Savings Account was opened in my name by HSBC US on XX/XX/XXXX. I did not gain access to the online banking until after the first debit card was sent. Upon receiving the debit card I was robbed and the card was stolen along with my wallet. Fraudulent charges occurred on the account. I reported these charges promptly. The Claim was accepted. Following this a replacement debit card was supposed to be sent. I did not receive the replacement. Another replacement was supposed to be sent. HSBC Allowed Account Takeover fraud to occur, with the stolen debit card. Transactions occurred on the card. I requested another card, and the card was replaced. HSBC Allowed several fraudulent transactions to occur, Between replacement cards such as XXXX XXXX to a XXXX which I never authorized nor have done business with in my life. To a XXXX XXXX XXXX XXXX which again, I have never done business with. As well, as XXXX XXXX XXXX XXXX. I reported the additional fraud on the account and it was accepted. However, I would like to say I have only received XXXX of the XXXX replacement cards. Yesterday XX/XX/XXXX. I received a call on XX/XX/XXXX from XXXX from HSBC, I was not able to take the call. I then received a letter on XX/XX/XXXX that stated HSBC has decided to " XXXX '' Their rights to close the account checking and savings account. It also states that the accounts will be closed by XX/XX/XXXX but if I would like to close the accounts sooner I may do so by calling in and closing the accounts before the time of closure. It also says my access will remain unchanged and I will have full access to my accounts until the day of closure. Before I received this letter, I had made a mobile deposit of my IRS Treasury Tax Refund check. I had no idea my account was going to be closed at the time I made the deposit. The check in the amount of {$11000.00} I called HSBC Before making the deposit and was told that check should be fine since it is a US Treasury check as long as it can be verified. Also, On HSBC Terms and Conditions it states that funds from US Treasury checks will be available the day after the day of deposit. However at XXXX The night of deposit my online access WAS BLOCKED Suspended. I called the fraud department the following day, they asked me several questions. I explained it was my IRS Treasury Tax Refund, and that this was US Treasury check. Which can be verified by contacting TCIS or using the Treasury Check Verification System online. You can type the symbol number, the amount, date of check, and routing number and the funds can be verified. Even though I advised their security department of this, they said they received a message that my accounts are " Recommended for Closure '' They said that when they receive a message recommending an account for closure. They also stated that when they recommend an account for closure that they go through an automatic REVIEW PERIOD of the account. A XXXX XXXX, Even though they advised they did verify the funds of the check. They told me they will not be restoring access to the account online, even though their LETTER states that I will have uninterrupted access to my accounts until the date of closure XX/XX/XXXX. It also states I am allowed to transfer out the funds from the account, or I can wait till date of closure and receive a cashiers check. I explained this to the fraud department. They told me they do not care, they are going to continue to do their review despite what their letter states. They told me I will not be granted back access to my online banking or accounts until the XXXX business day ( Until after they close the account ) They are expecting me to wait XXXX Business Days, Before they can REQUEST A cashiers Check. At that time they will mail the check in 1-2 Day 's and I can expect to wait for my funds for another 7-10 Days this is not acceptable. First and foremost I am a victim of theft. I should have access to my accounts, as their letter states. I am not sure whom recommended closure, and or for what reason. I did not violate any of their terms and conditions. What I do know Is I should be allowed to Wire Transfer out my funds from the account that I am entitled to. The bank should not be able to suspend peoples account 's EVERY Mobile deposit. The last time I made a deposit a few weeks ago {$5800.00} At that time they suspended my online banking access at XXXX XXXX Yet again, and Were not able to assist me to the following day. I had to speak with XXXX on the phone at the same time as HSBC To verify the funds on the check YET AGAIN. Following verifying the funds the check was released, and the account block was removed. However now HSBC Security Department is advising me they will not allow me access to my funds, they are not going to unblock my online banking, and they are not going to let me access my own funds. This is causing me consumer financial harm. Additionally, A Consumer should be able to XXXX or XXXX out their own funds. Since this is a US Treasury check their terms and conditions state the funds will be available the day after the day of the deposit and HSBC HAS BEEN HOLDING IT FOR OVER 2 Business Days. Along with all the rest of my funds in the account as well. I do not want to wait an additional month to receive my funds. As a Consumer I should be allowed to Transfer from Bank to Bank or By Wire Transfer. I have requested HSBC To allow me to wire transfer the funds and their security department continues to repeat your account has been recommended for closure. They said it about XXXX times, and then asked me If I was aware again this morning my account has been recommended for closure. As I stated to them. I DO NOT CARE whom Recommended closures. I did not violate any banking terms and conditions, but I do care to access my funds that I am entitled to. A Review does not take XXXX business days. Their letter told me I would have uninterrupted access to my funds and that clearly was a LIE ON company letter head. HSBC Knowingly is causing Consumers FINANCIAL HARM. HSBC Customer Experience Team does not assist, and they are not willing to allow me to close the account early, and they are not allowing me to transfer the funds as I was instructed either.

Company response to consumer: Closed with explanation