I have been a customer at HSBC Bank since 2009 and never had a problem with them until today. I opened a checking & savings account online through HSBC Direct (now HSBC Advance). Without notice on Tuesday October 5th, they placed notes on both accounts saying that they would be closed. This in turn froze my assets in both accounts and deactivated my cards so I couldn't make purchases, deposit or withdraw money from either account. I only found out that my cards didn't work when my check card was declined at a store on Tuesday October 5th.
I went to a branch by my house this afternoon at 2pm to see why my cards weren't working (I didn't know at the time that there was a closure notice on my account) I found out that there was a note on my checking account to have it closed - which deactivated the card associated with it. The local branch rep notified me that there was nothing she could do on her end since I opened my account online, and that I needed to call the customer service number to fix the situation. I called customer service and the first rep I spoke with on the phone connected to the card services department and was told that the card serv. Dept. Had not deactivated the card and instead the note came from the branch at Union Square (NYC).
*Side note - in late September I attempted to open a business account with HSBC and had worked with a repr at HSBC in the Union Square office. For whatever reason, I wasn't able to provide enough verification and after trying multiple options, both the rep and I agreed to close the business account this past Monday, October 4th.*
I was transfered to a rep at the Union Square branch who notified me that they were not responsible for any notes on my personal accounts, as they had only worked with me for my business account. They did close the business account - but didn't touch my personal accounts.instead, they instructed me to call back to the customer service number because my accounts (checking & saving) were opened online - so there would be nothing that they could do about the notes.
I called customer service again. As it stands right now, a rep in the Security Dept named Aisha placed a note on my accounts to close them - but did not provide any details as to why they're being closed. I received no written notice, phone calls or emails warning of a pending closure. It was at this point when I was speaking to my fourth or fifth HSBC rep that I was notified that "Aisha" had also placed a closure notice on my savings account as well - preventing me from depositing/withdrawing any funds from either account. HSBC is the only bank I use - so I have no money now.
The Card/Security Dept at HSBC doesn't work extended hours, only 9-5pm, so I can't reach someone until Thursday October 7th. I'm very annoyed because there has been no irregular activity on my account, I'm never overdrawn, so I don't understand why my accounts have been singled out for closure without due cause. Only once has my card been shut off for security purposes and it was because I made a Western Union online transaction this past Spring and I was able to verify the purchase with a rep and have my card restored. Even more frustrating is the fact that these customer service reps who are "reviewing" accounts can maintain anonymity - even so much as not having to give out their work extension numbers so that customers cannot contact them directly but must spend a minimum of 20 to 30 minutes in a phone tree to reach them. At this point, I don't know if I'll be able to get my account restored or when I will receive the money from my accounts if HSBC/"Aisha" chooses to close my account. I literally feel like HSBC is holding my money hostage and am insulted that if they thought there was any impropriety happening with my account that they couldn't contact me directly to resolve it rather than just silently choosing to close my account.
0 comments