Consumer complaint received 2026-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA

Complaint narrative:
Subject : Formal Complaint against HSBC Bank USA, N.A. regarding Discriminatory Treatment, Poor Service, and Denial of Transaction Receipts at XXXX XXXX XXXX ( Ref # XXXX ) Consumer Information : Complainant Name : XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXX, CA XXXX Financial Institution : HSBC Bank USA, N.A. Branch Involved : XXXX XXXX XXXX ( XXXX, CA ) Bank Complaint Reference Number : # XXXX To Whom It May Concern, I am filing this formal complaint against HSBC Bank USA, N.A. ( " HSBC '' ) regarding an unresolved incident involving discriminatory customer service, unprofessional conduct, and the improper withholding of transaction documentation at their XXXX XXXX XXXX branch. HSBC has abruptly closed their internal review ( Reference # XXXX ) without addressing the core issues, forcing me to seek regulatory intervention. Background of the Incident : On : XX/XX/year>, my husband visited the HSBC XXXX XXXX XXXX to perform a standard third-party deposit into my account. During this visit, he was subjected to excessive wait times, hostile profiling based on his appearance, aggressive questioning regarding our relationship, and an outright refusal by the branch staff to provide a standard deposit receipt. Rebuttal to HSBCs Internal Investigation Findings : I received a response from HSBC Customer Relations on XX/XX/year> ( signed by XXXX XXXX ), followed by a final refusal to engage further on XX/XX/year>. HSBCs defense is entirely unacceptable based on the following facts : Unjustified Profiling and Wait Times : HSBC claimed the delay was due to being " short-staffed '' and that service is not based on appearance. However, my husband observed other customers in different attire being greeted and assisted promptly. The staff 's demeanor changed visibly based on his appearance, which constitutes a clear breach of fair banking practices and respectful service. Abuse of " Standard Procedure '' for Third-Party Deposits : HSBC justified their aggressive interrogation by stating it is standard procedure to confirm relationships for third-party deposits. While I understand security protocols, the line of questioning went far beyond routine verification and crossed into harassment, making a legitimate customer feel like a criminal suspect. Withholding of Transaction Receipt : HSBC argued that they withheld the deposit receipt to protect my personal information. This defense is logical nonsense. My husband was making a deposit into my account; denying the person making the transaction a basic proof of deposit severely compromises consumer transaction security. It leaves the consumer with absolutely no evidence that the funds were safely handed over to the bank. Conclusion and Desired Resolution : HSBCs internal customer relations team has demonstrated a complete lack of accountability, stating that their " position remains unchanged '' and refusing any further review. Their actions directly contradict their corporate promises of " Genuine Care '' and " Effortless Experiences. '' I request that the regulatory authorities investigate the operational conduct and customer service practices at the HSBC XXXX XXXX XXXX. I demand that HSBC : Issue a formal, genuine apology that acknowledges the unprofessional behavior of the XXXX branch staff, rather than hiding behind regulatory boilerplate text. Review and retrain the XXXX branch staff on consumer rights, implicit bias, and acceptable customer service standards. Clarify their written policy regarding the issuance of deposit receipts to individuals making third-party deposits, ensuring consumers are not left without proof of financial transactions. Thank you for your time and assistance in ensuring fair and equitable treatment for all bank consumers. Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation