*Resolved-Account unblocked* HSBC Personal Account "Under Investigation" - Account Blocked Entirely

gghostinthecamera

Tildaplum said:

CALLER: Do you know why my account's blocked and under investigation.....

HSBC REP: you hum it, ....

😁

I'm not calling and asking why...I'm calling and asking if there is an update on whether the investigation is completed...

gghostinthecamera

Probably my final update: got a call today from HSBC Fraud guys and all the blocks have been removed from the account and all is well. 

I didn't ask to much about why it happened but the guy mentioned that a "check" had to be made, which had been made. 

Anyway, happy ending and didn't take 10-14 days!

Shakin_Steve

Good news for you

Penelopa.Pitstop

Better re-think buying that piano now ;-)

nyermen

Not supporting HSBC at all - but not convinced this was the full on HSBC AML lockdown.  Too much information provided by HSBC (if it was, the information they've provided would put them in breach of AML guidance), including info on timescales etc.
Think its more likely they were concerned that there was standard account fraud (someone orders a new credit card, then makes - in terms of pre-auth terms, significant value purchase(s) immediately after - remember HSBC dont necessarily see the cancellation immediately, i've had hotels take 30 days to disappear).  This would concur with the phrase early in the thread from OP that HSBC was concerned the account was taken over.  They refer to senior staff to check things like address changes, other abnormal behaviour etc, maybe a quick KYC review etc. Unfortunately, where someone has had their accounts taken over (address changed etc), the bank would be liable for everything hence they do this. 
In lieu of current restrictions on staff and their workloads, I suspect it takes longer to do what would normally be a 2 day check.  If it really was full on AML, 14 days would be quick in the best of times, let alone now.

gghostinthecamera

nyermen said:

Not supporting HSBC at all - but not convinced this was the full on HSBC AML lockdown.  Too much information provided by HSBC (if it was, the information they've provided would put them in breach of AML guidance), including info on timescales etc.
Think its more likely they were concerned that there was standard account fraud (someone orders a new credit card, then makes - in terms of pre-auth terms, significant value purchase(s) immediately after - remember HSBC dont necessarily see the cancellation immediately, i've had hotels take 30 days to disappear).  This would concur with the phrase early in the thread from OP that HSBC was concerned the account was taken over.  They refer to senior staff to check things like address changes, other abnormal behaviour etc, maybe a quick KYC review etc. Unfortunately, where someone has had their accounts taken over (address changed etc), the bank would be liable for everything hence they do this. 
In lieu of current restrictions on staff and their workloads, I suspect it takes longer to do what would normally be a 2 day check.  If it really was full on AML, 14 days would be quick in the best of times, let alone now.

Agreed, I'm not sure why it would trigger AML as the credit card is their own money. What threw me off initially, and has been my gripe throughout this, is the 10-14 day timescale.

I've warned them in advance now that I'm ordering the piano and they said it will be fine!

Tildaplum

if they mess you around again complain and tell them you are a key worker....

notveryeducated

gghostinthecamera said:

Probably my final update: got a call today from HSBC Fraud guys and all the blocks have been removed from the account and all is well. 

I didn't ask to much about why it happened but the guy mentioned that a "check" had to be made, which had been made. 

Anyway, happy ending and didn't take 10-14 days!

Glad it's all sorted. Although a massive inconvenience, I think HSBC do some kind of credit because they've acted as if, already mentioned in the thread, your account had been taken over. Enjoy the piano! 

notveryeducated

Tildaplum said:

if they mess you around again complain and tell them you are a key worker....

That means absolutely nothing to the bank. 

Tildaplum

it was a joke - piano - key... sigh