Consumer complaint received 2025-12-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: TX

Complaint narrative:
Hi, I'd like to file a complaint on HSBC US 's unreasonable policies and unhelpful staff preventing account opening. 



On XXXX, I attempted to open a premier checking account with HSBC US ( Application ID XXXX  ). 

On XXXX, I received an email request to submit identification and verification documents to comply with regulatory requirements. I prepared and submitted the documents as requested in the form of password-protected PDF files. The submitted files include the my bank statements and tax forms. Later I received a follow-up email from bank staff ( XXXX XXXX XXXX XXXX stating they are unable to process the submitted password-protected PDF files and I need to submit password-free documents, which I replied with my concerns on using unprotected PDF files for sensitive personal identification documents and asked for alternative way to deliver my documents. Later that night, I decided to bring this security concern to HSBC US 's attention so I submitted an complaint with the Chat representative on HSBC US 's website. 

I did not receive any reply on alternative way to deliver my documents or any updates on my application until XXXX. 

On XXXX and XXXX, I received XXXX emails from XXXX requesting the exact same identification and verification documents as I submitted on XXXX. 

On XXXX, I called HSBC XXXX to clarify the status on my application status and reiterated my source of wealth and deposit information over the phone. 

On XXXX, I received an confirmation email from XXXX on receiving my source of wealth and deposit information, and will move on to capture your identity via a website link send through text message. I received the identity verification link through text but found the link had already expired. I called HSBC US to resolve this issue and the representative states they will send me a new link. 

On XXXX, after waiting the the new identity verification link for two days, I decided to call HSBC US again. This time I was inform they are unable to send a new link and the expired link is problematic but can be fixed by removing the last letter. I received a email from XXXX after uploading my passport photo and selfie via the fixed link, asking for the documents and information I provided on XX/XX/XXXX and XX/XX/XXXX, which I redirected her to her confirmation email sent on XXXX. XXXX minutes later, I received an confirmation email from XXXX on the ID verification approval and, for the fifth time, submitting the documents I already submitted. After I redirecting her to my documents sent on XX/XX/XXXX, she replied stating the password protected PDF files are unacceptable. Because I never got any reply on my question on alternative document delivering methods, I called HSBC US again to confirm. During the call, I was informed the PDF files submitted to them via emails have to be password free, and there are not other alternative methods will be accepted because postal mail and submission in local HSBC branches are deemed insecure. I ended the call with a statement that I would like to officially withdraw my application and I received an email XXXX hour later stating my application has been denied. 




The HSBC US representative 's conducts and the stated HSBC US policies appear to violate principles of fair and reasonable business practices by 1 ) imposing unreasonable restrictions rejecting multiple standard, secure submission methods without legitimate justification ; 2 ) creating barriers to access the combined refusal of all submission methods effectively prevents account opening ; 3 ) potential unfair practice this conduct may constitute an unfair or deceptive act or practice under UDAP standards, as it unreasonably prevents a willing consumer from accessing financial services ; 4 ) providing unhelpful service representatives failed to work with me to find a reasonable solution or alternative, even after internal complaint was made

Company response to consumer: Closed with explanation