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

dunstonh

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.

You seem surprised by that (referenced by the "even said").   However, staff members are not told why and those that do know will not tell you in case you are party to fraud or money laundering.

Lets look at the scenario.....

86 year old account holder with an active POA.   So, that means there is a vulnerable person where a third party can access her funds.   So, you would expect closer monitoring of activity.

There has to have been some activity outside the normal for a review to be triggered.   This may not be that recent. It may go back into last year.    

Yes I would agree but I have access to view the accounts and there has been no withdrawals and just her pension going in each month

So, no transactions each month for the last 12 months except 1 pension payment in each month?

No branch enquiries or conversations on the phone with HSBC (which did not result in a transaction)?  Mail returned gone away or deceased?   Sometimes the triggers are not visible to you but you cannot be told as you could be the one committing fraud. 

Thankfully, she is not using the account.  So, there is no hardship being involved.

Kavski

dunstonh said:

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.

You seem surprised by that (referenced by the "even said").   However, staff members are not told why and those that do know will not tell you in case you are party to fraud or money laundering.

Lets look at the scenario.....

86 year old account holder with an active POA.   So, that means there is a vulnerable person where a third party can access her funds.   So, you would expect closer monitoring of activity.

There has to have been some activity outside the normal for a review to be triggered.   This may not be that recent. It may go back into last year.    

Yes I would agree but I have access to view the accounts and there has been no withdrawals and just her pension going in each month

So, no transactions each month for the last 12 months except 1 pension payment in each month?

No branch enquiries or conversations on the phone with HSBC (which did not result in a transaction)?  Mail returned gone away or deceased?   Sometimes the triggers are not visible to you but you cannot be told as you could be the one committing fraud. 

Thankfully, she is not using the account.  So, there is no hardship being involved.

There is literally nothing to raise suspicion. I work in finance so have regularly checked her finances for some time and there has never been anything unusual pass through her accounts. The hardship is that we are having to pay all her bills and living expenses and have been since March.

Kavski

colsten said:

There is no better time than right now. 

Surely you wouldn’t want your mum to have to stick with HSBC after this ordeal, anyway?

I can assure you the moment this is resolved her accounts and my accounts will all be closed

colsten

Kavski said:

dunstonh said:

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.

You seem surprised by that (referenced by the "even said").   However, staff members are not told why and those that do know will not tell you in case you are party to fraud or money laundering.

Lets look at the scenario.....

86 year old account holder with an active POA.   So, that means there is a vulnerable person where a third party can access her funds.   So, you would expect closer monitoring of activity.

There has to have been some activity outside the normal for a review to be triggered.   This may not be that recent. It may go back into last year.    

Yes I would agree but I have access to view the accounts and there has been no withdrawals and just her pension going in each month

So, no transactions each month for the last 12 months except 1 pension payment in each month?

No branch enquiries or conversations on the phone with HSBC (which did not result in a transaction)?  Mail returned gone away or deceased?   Sometimes the triggers are not visible to you but you cannot be told as you could be the one committing fraud. 

Thankfully, she is not using the account.  So, there is no hardship being involved.

There is literally nothing to raise suspicion. I work in finance so have regularly checked her finances for some time and there has never been anything unusual pass through her accounts. The hardship is that we are having to pay all her bills and living expenses and have been since March.

Kavski said:

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

I am really sorry, but it does not add up that there have been no withdrawals yet you still have her pension go into the locked account, and now there is hardship. 

Also, you 'working in finance' doesn't protect your mum from scammers, or attempts from scammers. There are tons of things that may have happened without your knowledge. Including that somebody maliciously told HSBC that you are not managing her money in line with the POA.

It's difficult to understand why you have not yet ensured that your mum's pension goes into an account she/you have access to.

Thrugelmir

Kavski said:

dunstonh said:

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.

You seem surprised by that (referenced by the "even said").   However, staff members are not told why and those that do know will not tell you in case you are party to fraud or money laundering.

Lets look at the scenario.....

86 year old account holder with an active POA.   So, that means there is a vulnerable person where a third party can access her funds.   So, you would expect closer monitoring of activity.

There has to have been some activity outside the normal for a review to be triggered.   This may not be that recent. It may go back into last year.    

Yes I would agree but I have access to view the accounts and there has been no withdrawals and just her pension going in each month

So, no transactions each month for the last 12 months except 1 pension payment in each month?

No branch enquiries or conversations on the phone with HSBC (which did not result in a transaction)?  Mail returned gone away or deceased?   Sometimes the triggers are not visible to you but you cannot be told as you could be the one committing fraud. 

Thankfully, she is not using the account.  So, there is nccount has only been locked for 5 weeks though?o hardship being involved.

There is literally nothing to raise suspicion. I work in finance so have regularly checked her finances for some time and there has never been anything unusual pass through her accounts. The hardship is that we are having to pay all her bills and living expenses and have been since March.

The bank account has only been locked for 5 weeks though.

Kavski

colsten said:

Kavski said:

dunstonh said:

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.

You seem surprised by that (referenced by the "even said").   However, staff members are not told why and those that do know will not tell you in case you are party to fraud or money laundering.

Lets look at the scenario.....

86 year old account holder with an active POA.   So, that means there is a vulnerable person where a third party can access her funds.   So, you would expect closer monitoring of activity.

There has to have been some activity outside the normal for a review to be triggered.   This may not be that recent. It may go back into last year.    

Yes I would agree but I have access to view the accounts and there has been no withdrawals and just her pension going in each month

So, no transactions each month for the last 12 months except 1 pension payment in each month?

No branch enquiries or conversations on the phone with HSBC (which did not result in a transaction)?  Mail returned gone away or deceased?   Sometimes the triggers are not visible to you but you cannot be told as you could be the one committing fraud. 

Thankfully, she is not using the account.  So, there is no hardship being involved.

There is literally nothing to raise suspicion. I work in finance so have regularly checked her finances for some time and there has never been anything unusual pass through her accounts. The hardship is that we are having to pay all her bills and living expenses and have been since March.

Kavski said:

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

I am really sorry, but it does not add up that there have been no withdrawals yet you still have her pension go into the locked account, and now there is hardship. 

Also, you 'working in finance' doesn't protect your mum from scammers, or attempts from scammers. There are tons of things that may have happened without your knowledge. Including that somebody maliciously told HSBC that you are not managing her money in line with the POA.

It's difficult to understand why you have not yet ensured that your mum's pension goes into an account she/you have access to.

Trust me I have full visibility, there are no withdrawals at all, nothing, zip. I am paying the gas, electric, council tax, insurance etc etc so literally nothing comes out. I haven’t set up a new account as I didn’t expect this issue to last so long - to set up a new account with POA takes weeks so I assumed I would be as well to hang on - got that assumption wrong though. So when you say it doesn’t add up it actually really does.

Kavski

Thrugelmir said:

Kavski said:

dunstonh said:

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.

You seem surprised by that (referenced by the "even said").   However, staff members are not told why and those that do know will not tell you in case you are party to fraud or money laundering.

Lets look at the scenario.....

86 year old account holder with an active POA.   So, that means there is a vulnerable person where a third party can access her funds.   So, you would expect closer monitoring of activity.

There has to have been some activity outside the normal for a review to be triggered.   This may not be that recent. It may go back into last year.    

Yes I would agree but I have access to view the accounts and there has been no withdrawals and just her pension going in each month

So, no transactions each month for the last 12 months except 1 pension payment in each month?

No branch enquiries or conversations on the phone with HSBC (which did not result in a transaction)?  Mail returned gone away or deceased?   Sometimes the triggers are not visible to you but you cannot be told as you could be the one committing fraud. 

Thankfully, she is not using the account.  So, there is nccount has only been locked for 5 weeks though?o hardship being involved.

There is literally nothing to raise suspicion. I work in finance so have regularly checked her finances for some time and there has never been anything unusual pass through her accounts. The hardship is that we are having to pay all her bills and living expenses and have been since March.

The bank account has only been locked for 5 weeks though.

Thrugelmir said:

Kavski said:

dunstonh said:

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.

You seem surprised by that (referenced by the "even said").   However, staff members are not told why and those that do know will not tell you in case you are party to fraud or money laundering.

Lets look at the scenario.....

86 year old account holder with an active POA.   So, that means there is a vulnerable person where a third party can access her funds.   So, you would expect closer monitoring of activity.

There has to have been some activity outside the normal for a review to be triggered.   This may not be that recent. It may go back into last year.    

Yes I would agree but I have access to view the accounts and there has been no withdrawals and just her pension going in each month

So, no transactions each month for the last 12 months except 1 pension payment in each month?

No branch enquiries or conversations on the phone with HSBC (which did not result in a transaction)?  Mail returned gone away or deceased?   Sometimes the triggers are not visible to you but you cannot be told as you could be the one committing fraud. 

Thankfully, she is not using the account.  So, there is nccount has only been locked for 5 weeks though?o hardship being involved.

There is literally nothing to raise suspicion. I work in finance so have regularly checked her financesj,, for some time and there has never been anything unusual pass through her accounts. The hardship is that we are having to pay all her bills and living expenses and have been since March.

The bank account has only been locked for 5 weeks though.

Thrugelmir said:

Kavski said:

dunstonh said:

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.

You seem surprised by that (referenced by the "even said").   However, staff members are not told why and those that do know will not tell you in case you are party to fraud or money laundering.

Lets look at the scenario.....

86 year old account holder with an active POA.   So, that means there is a vulnerable person where a third party can access her funds.   So, you would expect closer monitoring of activity.

There has to have been some activity outside the normal for a review to be triggered.   This may not be that recent. It may go back into last year.    

Yes I would agree but I have access to view the accounts and there has been no withdrawals and just her pension going in each month

So, no transactions each month for the last 12 months except 1 pension payment in each month?

No branch enquiries or conversations on the phone with HSBC (which did not result in a transaction)?  Mail returned gone away or deceased?   Sometimes the triggers are not visible to you but you cannot be told as you could be the one committing fraud. 

Thankfully, she is not using the account.  So, there is nccount has only been locked for 5 weeks though?o hardship being involved.

There is literally nothing to raise suspicion. I work in finance so have regularly checked her finances for some time and there has never been anything unusual pass through her accounts. The hardship is that we are having to pay all her bills and living expenses and have been since March.

The bank account has only been locked for 5 weeks though.

Absolutely correct but I did not have access until the POA was was granted just over five and a half weeks ago. So since the start of March I have covered all costs

Robin9

This may be an issue with the Care Home and your mum is collateral damage.

Kavski

Kavski said:

colsten said:

Kavski said:

dunstonh said:

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.

You seem surprised by that (referenced by the "even said").   However, staff members are not told why and those that do know will not tell you in case you are party to fraud or money laundering.

Lets look at the scenario.....

86 year old account holder with an active POA.   So, that means there is a vulnerable person where a third party can access her funds.   So, you would expect closer monitoring of activity.

There has to have been some activity outside the normal for a review to be triggered.   This may not be that recent. It may go back into last year.    

Yes I would agree but I have access to view the accounts and there has been no withdrawals and just her pension going in each month

So, no transactions each month for the last 12 months except 1 pension payment in each month?

No branch enquiries or conversations on the phone with HSBC (which did not result in a transaction)?  Mail returned gone away or deceased?   Sometimes the triggers are not visible to you but you cannot be told as you could be the one committing fraud. 

Thankfully, she is not using the account.  So, there is no hardship being involved.

There is literally nothing to raise suspicion. I work in finance so have regularly checked her finances for some time and there has never been anything unusual pass through her accounts. The hardship is that we are having to pay all her bills and living expenses and have been since March.

Kavski said:

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

I am really sorry, but it does not add up that there have been no withdrawals yet you still have her pension go into the locked account, and now there is hardship. 

Also, you 'working in finance' doesn't protect your mum from scammers, or attempts from scammers. There are tons of things that may have happened without your knowledge. Including that somebody maliciously told HSBC that you are not managing her money in line with the POA.

It's difficult to understand why you have not yet ensured that your mum's pension goes into an account she/you have access to.

Trust me I have full visibility, there are no withdrawals at all, nothing, zip. I am paying the gas, electric, council tax, insurance etc etc so literally nothing comes out. I haven’t set up a new account as I didn’t expect this issue to last so long - to set up a new account with POA takes weeks so I assumed I would be as well to hang on - got that assumption wrong though. So when you say it doesn’t add up it actually really does.

Kavski said:

colsten said:

Kavski said:

dunstonh said:

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.

You seem surprised by that (referenced by the "even said").   However, staff members are not told why and those that do know will not tell you in case you are party to fraud or money laundering.

Lets look at the scenario.....

86 year old account holder with an active POA.   So, that means there is a vulnerable person where a third party can access her funds.   So, you would expect closer monitoring of activity.

There has to have been some activity outside the normal for a review to be triggered.   This may not be that recent. It may go back into last year.    

Yes I would agree but I have access to view the accounts and there has been no withdrawals and just her pension going in each month

So, no transactions each month for the last 12 months except 1 pension payment in each month?

No branch enquiries or conversations on the phone with HSBC (which did not result in a transaction)?  Mail returned gone away or deceased?   Sometimes the triggers are not visible to you but you cannot be told as you could be the one committing fraud. 

Thankfully, she is not using the account.  So, there is no hardship being involved.

There is literally nothing to raise suspicion. I work in finance so have regularly checked her finances for some time and there has never been anything unusual pass through her accounts. The hardship is that we are having to pay all her bills and living expenses and have been since March.

Kavski said:

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

I am really sorry, but it does not add up that there have been no withdrawals yet you still have her pension go into the locked account, and now there is hardship. 

Also, you 'working in finance' doesn't protect your mum from scammers, or attempts from scammers. There are tons of things that may have happened without your knowledge. Including that somebody maliciously told HSBC that you are not managing her money in line with the POA.

It's difficult to understand why you have not yet ensured that your mum's pension goes into an account she/you have access to.

Trust me I have full visibility, there are no withdrawals at all, nothing, zip. I am paying the gas, electric, council tax, insurance etc etc so literally nothing comes out. I haven’t set up a new account as I didn’t expect this issue to last so long - to set up a new account with POA takes weeks so I assumed I would be as well to hang on - got that assumption wrong though. So when you say it doesn’t add up it actually really does.

I just checked and it took a little over 6 weeks for the HSBC to register the POA which I assume would be the same anywhere - I would never have expected this issue to take so long or I would have started the process to open a new account for the pensions

Kavski

Robin9 said:

This may be an issue with the Care Home and your mum is collateral damage.

Hadn’t thought of that but if it was I’m sure either the bank or care home would have flagged it. Thanks for your help