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

DCFC79

Just get another account opened and get the pension paid into the new account.

Kavski

DCFC79 said:

Just get another account opened and get the pension paid into the new account.

Yup that has to be the next step

xylophone

I am paying the gas, electric, council tax, insurance etc etc so literally nothing comes out.

Do you mean that your mother was living with you before she went into care in March?

She handled her own banking ( with your help?) but really this was just a matter of covering her regular expenses?

She has gone into care and has been assessed as having to pay the whole/some portion of her care fees?

You did not attempt to set up a SO/DD to the care home? Or was it a case of your thinking that you would transfer cash from her account with HSBC to your account and set up the payment from that?

Was the trigger  for the account review your attempting to make a transfer from her account to yours?

She has no savings account with another provider that you could access as PoA to cover the bills?

Kavski

xylophone said:

I am paying the gas, electric, council tax, insurance etc etc so literally nothing comes out.

Do you mean that your mother was living with you before she went into care in March?

She handled her own banking ( with your help?) but really this was just a matter of covering her regular expenses?

She has gone into care and has been assessed as having to pay the whole/some portion of her care fees?

You did not attempt to set up a SO/DD to the care home? Or was it a case of your thinking that you would transfer cash from her account with HSBC to your account and set up the payment from that?

Was the trigger  for the account review your attempting to make a transfer from her account to yours?

She has no savings account with another provider that you could access as PoA to cover the bills?

She lived alone 300 miles from me which doesn’t help. She was taken ill in March and then moved into a care home.
i found out the account was on hold when I tried to pay one of her bills and did’t have payment access only viewing (after POa was recognised). I was going to cover fees and then transfer the amount back into my account.
there is no obvious trigger, no unusual activity. I have no issue with an account review but when it takes 5 weeks and no-one will engage with me then I have an issue

xylophone

She was living alone but didn't pay her own bills from her own account? You  always paid them?

I am paying the gas, electric, council tax, insurance etc etc so literally nothing comes out.

Is the plan that she will be returning to her own home?

You didn't actually try to move money when you had view only access?

Kavski

xylophone said:

She was living alone but didn't pay her own bills from her own account? You  always paid them?

I am paying the gas, electric, council tax, insurance etc etc so literally nothing comes out.

Is the plan that she will be returning to her own home?

You didn't actually try to move money when you had view only access?

She didn’t trust direct debits so would pay bills when they came by cheque. She won’t be going home unfortunately.

Voyager2002

The speculation about what could have triggered the review is not very helpful. Banks are fallible and the review could well have been triggered because of payments on an entirely unrelated account, or because some middle manager wanted to meet a performance target, or... and in any case, whether or not the OP did something to trigger it, he cannot undo whatever it was.

The HSBC complaints team may be able to encourage the review team to hurry up, as could the FOS, so the official route for complaints is probably the OP's best option.

RG2015

Voyager2002 said:

The speculation about what could have triggered the review is not very helpful. Banks are fallible and the review could well have been triggered because of payments on an entirely unrelated account, or because some middle manager wanted to meet a performance target, or... and in any case, whether or not the OP did something to trigger it, he cannot undo whatever it was.

The HSBC complaints team may be able to encourage the review team to hurry up, as could the FOS, so the official route for complaints is probably the OP's best option.

This is not just unhelpful speculation, it is a wholly unnecessary and unwarranted suggestion.

Kavski

RG2015 said:

Voyager2002 said:

The speculation about what could have triggered the review is not very helpful. Banks are fallible and the review could well have been triggered because of payments on an entirely unrelated account, or because some middle manager wanted to meet a performance target, or... and in any case, whether or not the OP did something to trigger it, he cannot undo whatever it was.

The HSBC complaints team may be able to encourage the review team to hurry up, as could the FOS, so the official route for complaints is probably the OP's best option.

This is not just unhelpful speculation, it is a wholly unnecessary and unwarranted suggestion.

Thanks guys. It is a simple story with nothing sinister behind it. All I wanted to do was see if anyone else had experienced this and what they did to resolve it.