Consumer complaint received 2026-03-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: HSBC NORTH AMERICA HOLDINGS INC.

Complaint narrative:
I am filing a complaint regarding HSBC USs decision to close all of my accounts, and I respectfully request that HSBC review and reconsider this decision. I understand that HSBC has internal policies and compliance requirements, and I respect the importance of maintaining accurate customer information. However, I respectfully disagree with the characterization that I falsified my contact information and tax information, and I sincerely ask HSBC to reconsider my case based on the full circumstances and my good-faith efforts to comply. When HSBC requested additional information, I responded proactively and clearly explained my situation. At that time, I had not yet obtained a XXXX tax identification number ( XXXX TIN ). I did not fabricate or invent a XXXX tax number. Instead, I truthfully stated that I did not yet have one, and I proactively provided my permanent residential address in XXXX XXXX, as well as the tax identification number that I actually hold and use for tax purposes in XXXX XXXX. I also did not intentionally provide false contact information. I had added/updated a backup phone number in online banking ( my XXXX XXXX mobile number ). Later, after this issue arose, I noticed that my backup number appeared to be the same as my primary number. I do not know how or why this happened. In addition, when I noticed issues with my phone number previously, I proactively contacted customer service to correct it. This reflects my efforts to provide accurate information, not to avoid verification. I am genuinely confused by HSBCs conclusion and would be very grateful for a clear explanation of what specific information was considered inaccurate or unacceptable. If needed, XXXX may call my primary phone number to verify my identity. If this matter relates to my address or tax information, I am fully willing to cooperate and provide any additional documents or clarification needed. I would also like to note that I contacted HSBCs collections department yesterday and paid my credit card statement balance in full. I have been making efforts in good faith to address my obligations and cooperate with HSBC throughout this process. During my conversations with HSBCs live chat representatives, I was told that the banks decision could not be changed, that the chat team did not have authority to stop the closure, and that the details would only be provided by letter. This left me without a clear explanation and without a meaningful opportunity to clarify or correct any misunderstanding before the closure decision was carried out. In light of the above, I respectfully request that HSBC US : 1. Reconsider the decision to close all of my accounts based on the full facts and my good-faith efforts to provide accurate information and cooperate with verification ; 2. Clearly explain what specific contact information and/or tax information was considered falsified, and the basis for that determination ; 3. Confirm whether there may have been a system/update/display issue related to my backup phone number. I sincerely appreciate HSBCs time and any assistance in reviewing this matter. My goal is not only to understand what happened, but also to request a fair and careful reconsideration of the account closure decision based on the facts and my willingness to cooperate.

Company response to consumer: Closed with explanation