This is the second time this has happened. HSBC took the appropriate money we owed for our monthly mortgage payment from our bank account (at another institution), but they also decided to take out money for another payment that was not due or authorized. We have the confirmation email to prove that we didn't accidently schedule a payment twice. Because of this, we are overdrawn on our account. The bank is gracious enough to waive the overdraft charges because this is not our fault and this has happened before.
The first time this happened, we were able to get the money back but it's not easy. First, you have to talk to someone on an island who can barely speak English and reads responses from a computer screen. This usually takes about an hour and you eventually have to do the 'I need to speak to your manager now' routine.
DO NOT trust HSBC with your electronic mortgage payments. I'm glad I found a website to report fraud like this. Hopefully others won't be screwed over like us.
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