I recently was contacted regarding my NY State income tax return. They requested cancelled checks to prove I had paid property taxes. I called HSBC for copies and was told that they could not recover my checks because they had been "processed electronically."
However, they gave me a number to call and assured me that the department they were referring me to could access and send copies of the four checks. The department was "HSBC - E-Funds Transfer Department" (716-841-1094). Upon numerous attempts at calling, the phone would ring several times and change to a busy signal. As this was not acceptable, I again called the main number and was given a fax number to send my request (716-841-5940). I was uncomfortable sending my account information via fax to people who don't answer their phone, but I was desperate. I sent the fax on March 26 and have heard nothing.
I must reply to New York State Income Tax or I will certainly lose a tax refund to which I am entitled.
My complaint is two-fold: (1) I have a right to obtain copies of my financial transactions whether I choose to bank online or not. HSBC has no right to hold those records hostage; and (2) customer service (actually lack thereof) of the E-Funds transfer department.
I am not a large corporation, but merely a lowly citizen so I don't expect much from this complaint. But I must communicate to HSBC that I find their regard for customers so dismal that, after many years of banking (including one satisfied mortgage), I am planning to move my accounts elsewhere.
0 comments