HSBC have put my 86 years old Mother’s accounts on hold

Kavski

Hi all. For the last 5 weeks the HSBC has put my 86 year old Mother’s accounts on hold to “review.” They gave no warning or explanation and will not communicate with me despite me speaking to the customer care team twice a week for the last 5 weeks (I hold Power of Attorney which has been recognised by the HSBC) - after speaking to the Review team the customer care team manager even said, “I have no idea what is going on,” and that the Review team will say nothing.

This has become very stressful for the whole family as she was taken into care in the first phase of Covid and we have not been able to visit or support her, so not having access to funds to cover her bills and living expenses is placing a huge strain on us all.

Has anyone had a similar experience or any suggestions? I speak to customer services every week, I have raised a complaint and keep following that up but I am getting nowhere.
huge thanks for any ideas.

Shakin_Steve

Have a read through the board, it's not an unusual situation. Sorry, but no one can help, it's a waiting game.

colsten

Have there been deposits into your mum's account from potentially dubious sources?

Has she got another account, into which you can redirect her pension payments?

xylophone

Sorry, but no one can help, it's a waiting game.

But really in this  case,

 she was taken into care in the first phase of Covid and we have not been able to visit or support her, so not having access to funds to cover her bills and living expenses 

which I assume has been explained to the customer care team, the situation is intolerable?
Perhaps the OP should try Twitter....
https://twitter.com/NoelQui83762841

Kavski

colsten said:

Have there been deposits into your mum's account from potentially dubious sources?

Has she got another account, into which you can redirect her pension payments?

There’s been no dubious payments and no withdrawals so nothing obvious to set alarm bells ringing.

Kavski

xylophone said:

Sorry, but no one can help, it's a waiting game.

But really in this  case,

 she was taken into care in the first phase of Covid and we have not been able to visit or support her, so not having access to funds to cover her bills and living expenses 

which I assume has been explained to the customer care team, the situation is intolerable?
Perhaps the OP should try Twitter....
https://twitter.com/NoelQui83762841

xylophone said:

Sorry, but no one can help, it's a waiting game.

But really in this  case,

 she was taken into care in the first phase of Covid and we have not been able to visit or support her, so not having access to funds to cover her bills and living expenses 

which I assume has been explained to the customer care team, the situation is intolerable?
Perhaps the OP should try Twitter....
https://twitter.com/NoelQui83762841

Yes I have explained everything to the customer care team verbally and in writing. No-one can get any response from the Review team. And yes it is indeed absolutely intolerable

brianposter

I would be inclined to consult your MP.

Thrugelmir

Something has triggered the review. These events happen for a reason. Which will be account activity of one kind or another. If your mother is in a care home then activity should logically be straighforward and minimal. 

kazwookie

Start going public fb / insta etc local radio & newspaper, but companies hate this, start to kick up a stink, ask to speak to the director / head of the review team, as someone has already said get onto your MP, ring the review team daily,  start being a pain in the !!!!!! to them, and keep a record of when you rang / wrote/ how you spoke to etc............

ColdIron

xylophone said:

Perhaps the OP should try Twitter....
https://twitter.com/NoelQui83762841

Unverified account, joined in June, 8 followers and 0 tweets. I wouldn't hold my breath

xylophone

Try Moneybox?
https://www.bbc.co.uk/programmes/articles/1M8DssCcgjtZQlwLCrLBmpM/contact-money-box