Matthew Shen
10140 Buttermere Drive,
Richmond, BC, V7A 1R8
Phone (778) 883-1950 Email matthewhpshen@gmail.com
July 23rd, 2020
HSBC Vancouver
885 West Georgia Street
Vancouver, BC, V6C 3E9
Phone 1-888-310-4722 Email support@hsbc.ca
Dear HSBC Customer Service,
I am writing to request an account closure and to file a complaint. I have been an HSBC customer for over a year, and it has been a convenient way to complete my daily banking. However, I feel frustrated and disappointed with the branch service as of recently.
On June 25th, I attempted to use the HSBC online banking site to close one of my accounts, as I felt the cash balance of $5,000 being maintained inside the account could be put to better use. As instructed by your online banking site, I left the account at a nil balance so that a closure could be processed. Several days later (July 2nd), a representative from HSBC contacted me and said the account closure could not be processed as there was a negative balance in the account. I had been charged a $25 monthly fee as a result of not maintaining the original balance. However, if the account had been closed as instructed on the 25th or even anytime before the month end, this would not have occurred. I called customer service (1 (888) 310-4722) to alert them of this issue and request for a fee reversal. After almost an hour of being put on hold, the phone representative was unfortunately very rude and was unwilling to reverse any fees, claiming it was my fault for not maintaining my balance.
Despite my efforts calling to the HSBC Customer Service call center, they were unable to fulfil my requests or offer any alternative solutions.
I ask that the $25 fee be reversed. HSBC’s website states that it will process all customer issues and requests within two business days, but this is not the case in my situation. While I understand the pandemic has made it difficult for businesses to operate as usual, I am disappointed with the tardiness and quality of service I received as a long-time client.
I would love to continue using HSBC as I still have several accounts in good standing with your bank, and I am hoping that this issue can be resolved in a timely manner.
Sincerely,
Matthew Shen
HSBC Client
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