HSBC have closed my account, but...

JamesHP

On Saturday I applied for my phone to be recycled by Mazuma mobile, a nice tidy £55. I sent it off yesterday and the payment (apparently) was made today by bank transfer. I went onto my internet banking to check all was well when I was confronted with an error message telling me to ring them up. I did so, and they told me that they'd closed my account. I didn't ask them why at the time (should've done really) but the thing is, where will my £55 be? Will the payment have been refused or will they have it and I'll have to come and claim it? Who do I go to, HSBC or Mazuma?

jambosans

JamesHP wrote: »

I went onto my internet banking to check all was well when I was confronted with an error message telling me to ring them up. I did so, and they told me that they'd closed my account. I didn't ask them why at the time (should've done really)

JamesHP: "Hello, I'm having some problems accessing my account through internet banking, can you explain why?"
HSBC: "Oh, your account's closed."
JamesHP: "Ok, thanks, bye!"

Really?

JamesHP wrote: »

where will my £55 be?

The payment should be returned to Mazuma, however there is a slight possibility it's in a suspence/ holding account with HSBC. My money's on the former, so Mazuma should get it back within 3 to 4 working days.

I would perhaps call HSBC back and ask:

1. "Why has my account been closed?" and;
2. "Where is my £55?"

JamesHP

He said he couldn't access the details so he couldn't tell me why. I just called them back and the second assistant said I should go to the branch with photographic ID and ask them about it, if that fails I'm off to Mazuma.

jambosans

JamesHP wrote: »

He said he couldn't access the details so he couldn't tell me why. I just called them back and the second assistant said I should go to the branch with photographic ID and ask them about it, if that fails I'm off to Mazuma.

Hurm... I don't know much about HSBC Telephone Banking, but being referred to branch with ID suggests they need to verify your identity as part of security checks. Or, failing that, HSBC just can't do much over the phone.

JamesHP

It is quite odd, yes. I would've thought they'd be able to tell me over the phone, but the operator told me that it was closed and that I should enquire at my branch with photo ID as to the whereabouts of the £55.

ajharris

JamesHP wrote: »

It is quite odd, yes. I would've thought they'd be able to tell me over the phone, but the operator told me that it was closed and that I should enquire at my branch with photo ID as to the whereabouts of the £55.

Your bank account was closed and you never asked why. That seems very strange indeed. With all due respect I think that there is more to this story than you are telling us.

Banks do not just close accounts for no reason. I bank with HSBC and there has never been any mention of closing my account. How bizzare. The thing that really stands out is that you never argued the toss over the phone upon discovering that the account had been closed. I would have been wanting explanations all day long.

I think I know what really happened. Your account was closed for absolutely no reason. You were not overdrawn at the time and generally had a good record. Then the manager had a brainstorm and picked your name out of a hat and said right, close that account immediately. Then what happened you woke up and your mum said eat your cornflakes.

JamesHP

ajharris wrote: »

Your bank account was closed and you never asked why. That seems very strange indeed. With all due respect I think that there is more to this story than you are telling us.

Banks do not just close accounts for no reason. I bank with HSBC and there has never been any mention of closing my account. How bizzare. The thing that really stands out is that you never argued the toss over the phone upon discovering that the account had been closed. I would have been wanting explanations all day long.

I think I know what really happened. Your account was closed for absolutely no reason. You were not overdrawn at the time and generally had a good record. Then the manager had a brainstorm and picked your name out of a hat and said right, close that account immediately. Then what happened you woke up and your mum said eat your cornflakes.

Might've been because it was inactive? I don't know. I'm 17 mate, I can't go overdrawn. All I'm asking is where do I go for my £55, not going round the houses regarding my account, because it had nothing in it and I can just get another one.

jambosans

JamesHP wrote: »

Might've been because it was inactive? I don't know. I'm 17 mate

Age could be the reason why you were unable to get information via telephone banking (although they did tell you the account was closed... *shrugs*). Banks have age restrictions for telephone banking, for example, you need to be 16+ to use Lloyds TSB PhoneBank. Other banks may have higher age restrictions (although 17 seems excessive). There's very little else a 17 year old can have their account closed for (you're a low risk customer), certainly never heard of dormancy being a reason.

JamesHP

jambosans wrote: »

Age could be the reason why you were unable to get information via telephone banking (although they did tell you the account was closed... *shrugs*). Banks have age restrictions for telephone banking, for example, you need to be 16+ to use Lloyds TSB PhoneBank. Other banks may have higher age restrictions (although 17 seems excessive). There's very little else a 17 year can have their account closed for (you're a low risk customer), certainly never heard of dormancy being a reason.

Could be, I was quite surprised when he said that it had been closed, to say the least. I'm going to my local branch first thing to see if there's been some sort of misunderstanding, and to see if there's any chance of this £55 materialising.

EDIT: Just had a thought. I'm 18 in three weeks, is there any chance they've closed it as a child bank account?

ajharris

JamesHP wrote: »

Could be, I was quite surprised when he said that it had been closed, to say the least. I'm going to my local branch first thing to see if there's been some sort of misunderstanding, and to see if there's any chance of this £55 materialising.

EDIT: Just had a thought. I'm 18 in three weeks, is there any chance they've closed it as a child bank account?

All you can do is go and see the bank and ask what is going on. Even if they were going to close your account you would have been notified in writing. You will not lose the money for your old mobile. The money will be returned to Mazuma although this may take a few days. Good luck.

JamesHP

Good to know, thanks both of you for your help.