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“HSBC Nightmare”

written by Recruitwise on 17/04/2014

On the 1st/2nd of April HSBC closed our company bank account in error, that is to say it was closed without any request from us and or our bank manager. Initially this meant that several thousands of our money disappeared for 3 days and some of our suppliers went unpaid.

On the 2nd of April the call centre at HSBC refused to help, claiming our bank manager requested the account be closed. Our bank manager denies she asked to have the account closed. A complaint was raised but 14 days later the complaints department has not contacted me.

On day three I visited the branch and a branch assistant made some essential payments for me by overriding the account settings and another manager set about getting the account closure reversed. Two payments were made were to Paypal during this visit via the faster payment method.

Day 5 and the money had not been credited to my Paypal account, so Paypal began the first of three investigations all of which have confirmed they can not find the money HSBC sent, with the trace information provided or without. A separate complaint will follow about Paypal.

17 days in the bank says it is not their problem they sent the money, Paypal say it is not their problem as they have not received the money and neither side is prepared to do anymore, meanwhile we are missing £491 of physical money and a lost a day and a half of our time between dealing with the two of them and counting.