Business Profile

Bank

HSBC Bank Canada

Headquarters

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Complaints

This profile includes complaints for HSBC Bank Canada's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

8 total complaints in the last 3 years.
0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:24/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 24,2023 my HSBC ********** was compromised. I purchased 20,00 gas from a ***** ****** gas station on ****** ****** *** **** ****** **** from there my card was accessed and there were multiple charges for the same amount again and again. There were thousands of dollars charged. I noticed these irregularities and contacted HSBC on October 27 and advised of all these fraudulent charges. I explained all these charges were fraudulent. I had to call back again and again. Here we are November 25,2023 and HSBC had not removed these fraudulent charges. I have made repeated calls and I have been told not to worry they were working in it and would call me back personally. Still has not happened. I simply want these charges removed. I am not sure if HSBC is a safe banking institution? They are not reliable and at this point not ***********. I have been waiting a month for them to investigate and reverse these fraudulent charges. I am hopeful people will do their due diligence and not bank with this institution as it clearly is not safe.
Business Response
Date: 27/11/2023
Thank you for bringing this matter to our attention. HSBC Bank Canada has a full complaint escalation process in place to handle consumer concerns. We will contact the individual and if the matter is not resolved to the individuals satisfaction, he will have access to instructions on how to escalate these concerns.
Customer Answer
Date: 27/11/2023

Complaint: ********

I am rejecting this response because:
I have been calling and calling. I’ve talked to 3 representatives thus far who assured me they would deal with this personally and get back to me . None of these representatives have followed through. Im still sitting not knowing what is going on and its almost 1 month since I made my bank aware of this fraudulent activity. Not 1 person from HSBC has contacted me
Sincerely,

*************************
Business Response
Date: 28/11/2023
We will contact the individual and if the matter is not resolved to the individuals satisfaction, she will have access to instructions on how to escalate these concerns.
Initial Complaint
Date:01/11/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
September 15th, 2023 I opened an Hsbc Account online. I Was told if I were to upgrade my account I were to get an extra 100$ if I change accounts from Advanced Chequing to Premier. So I did. Apparently he didn't give me the right information though. As Lea And Isaac the Relationship Managers of Hsbc said it says in the Terms and Conditions I have to be a new Customer even though I am and still am since I just upgraded the account. The ******** guy who helped me open the account online didn't mention that I wouldn't be eligible for the bonus if I upgraded to a different bank account. So unfair. Lea and Isaac from Hsbc both gave me a hard time. I have a disability and had chest pains while talking to both of them. I have had a heartattack before so I know when something is wrong. *** **** **** **** **** * *** * ********** *** they still managed to make me feel even worse about my situation. Since they both refused to help me. I cried after both phone calls. I want compensation money from the company as they gave me a hard time and they both caused me pain and suffering during the calls. They wasted my time and had the nerve to ask me how I was doing when they made Me feel worse during the call. They both said I wasn't eligible for the 500$ Hsbc Bonus when clearly I was told by Precious before I spoke to Lea and Isaac that I was eligible for the 500$ Bonus. She mentioned that to me twice. That should have been recorded by Hsbc. Since they mention all calls have been recorded. But don't quote me on that, I may be wrong. But they should give Me what I deserve to get as I did at least 2 out of the 4 Bonus requirements as mentioned in the Bonus and I did online banking within 30 days and I am willing to pay the fee each Month for the Premier Account after 6 months of free banking. As I was told I would get free banking for 6 months and I would be qualified for bonus if were to pay the fees after 6 months but no Isaac refused to hear me out. He said no that is not True.
Business Response
Date: 15/11/2023
Thank you for bringing this matter to our attention. HSBC Bank Canada has a full complaint escalation process in place to handle consumer concerns. We have contacted this individual, provided the complainant with information on our complaint process and are dealing with this individual directly to resolve this matter. If the matter is not resolved to the individuals satisfaction, he or she will have access to instructions on how to escalate these concerns
Initial Complaint
Date:23/10/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 22nd (it was a Saturday), I went to **** branch to close my account (address **** *** * *** ********* ** *** **** ******). They returned me the remaining balance in my account as cash. I am 100% sure it is $1680 + a few coins. Then I immediately walked to HSBC ATM (address is **** *** * *** ********* ** *** **** ******). They are super close and it only took me 3 mins to walk there. Then I deposit all the paper cash ($1680) I have into the ATM. I keyed in $1680 in the machine. But I did not use envelop for the deposit so the machine got stuck and it returned me $700 back. The other $980 was deposited successfully. Then I asked help from the stuff. They told me to deposit the remaining $700 with an envelop and attached the previous receipt inside. They watched me doing that, so the $700 was deposited successfully. After ~30mins when I got home, I also gave HSBC a call on this issue emphasizing that I have deposited $1680 in total. However, on August 14th, they said that they only received $880 for my first deposit and deducted $100 from my account. But I actually deposited $980, so I am loosing $100 for no reason! It is been ~3 months now and I still did not receive anything from the bank even though I keep sending them emails and calls.
Business Response
Date: 24/10/2023
Thank you for bringing this matter to our attention. HSBC Bank Canada has a full complaint escalation process in place to handle consumer concerns. We will contact the individual and if the matter is not resolved to the individuals satisfaction, she will have access to instructions on how to escalate these concerns
Customer Answer
Date: 01/11/2023

Complaint: ********

I am rejecting this response because:
I am not receiving any update or contact from the HSBC. The issue is not being actively tracked and processed.

Sincerely,

***********************
Business Response
Date: 15/11/2023
Thank you for bringing this matter to our attention. HSBC Bank Canada has a full complaint escalation process in place to handle consumer concerns. We have contacted this individual, provided the complainant with information on our complaint process and are dealing with this individual directly to resolve this matter. If the matter is not resolved to the individuals satisfaction, she will have access to instructions on how to escalate these concerns.
Customer Answer
Date: 15/11/2023

Complaint: ********

I am rejecting this response because:
The Business kept saying they already contacted me and provided me the info and directly worked with me to deal with the issue. However, once again, I did not get any contact from the Business. This is a very frustrating process as the issue is already over 3 months.

Sincerely,

***********************
Business Response
Date: 17/11/2023
HSBC Bank Canada has a full complaint escalation process in place to handle consumer concerns. We will contact the individual and if the matter is not resolved to the individuals satisfaction, he will have access to instructions on how to escalate these concerns.
Customer Answer
Date: 17/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:17/08/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I HAVE BORROWED MONEY FROM MY HSBC BANK LINE OF CREDIT SINCE A YEAR AND PAYING MY INTEREST CHARGE ALWAYS ON-TIME.THOUGH MY LINE OF CREDIT ACCOUNT DOESN'T SHOW ANY "PARTIAL" INTEREST CHARGES, HSBC BANK KEEP CALLING (VERIFIED ITS REALLY HSBC BANK) ME AND SENT COLLECTION NOTICE FOR INTEREST CHARGES DOES NOT SHOW IN MY ACCOUNT.THERE EXPLANATION, IS DUE TO THERE SOFTWARE ISSUE, IT DOES NOT SHOW.MY REQUEST IS SHOW ME MY DUE IN MY ACCOUNT AND I WILL PAY BUT RATHER SHOWING IN MY ACCOUNT FOR "MY DUE" KEEP ********* ME TO PAY 78.03CAN$ WITHOUT ANY REFERENCE.
Business Response
Date: 21/08/2023
Thank you for bringing this matter to our attention. HSBC Bank Canada has a full complaint escalation process in place to handle consumer concerns. We have contacted this individual, provided the complainant with information on our complaint process and are dealing with this individual directly to resolve this matter. If the matter is not resolved to the individuals satisfaction, he will have access to instructions on how to escalate these concerns.
Customer Answer
Date: 21/08/2023

Complaint: ********

I am rejecting this response because I have open HSBC Complaint ***** and person name ******* reach out to me, with whom I spent 30 min on call explain details and he was lost as he didn't do any home work.
Also now ***************************@HSBC sent me email about looking into my complaint.
Though I am really tired about explaining to multiple HSBC person about issue but only ask come that I have to pay 78.03$ for interest and I am keeping saying please reflect this amount in my account and I have no issue to pay.
So I am request you to keep this complaint open or put in on-hold till I get resolution.
Appreciate your help.

Sincerely,

*****************************
Business Response
Date: 22/08/2023
Again, We will contact the individual and if the matter is not resolved to the individuals satisfaction, he will have access to instructions on how to escalate these concerns.
Initial Complaint
Date:17/07/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello I had a line of credit with the HSBC.I have never missed a payment. It was withdrawn monthly from my account.They had gotten out of the line of credit business a few years before so i was just paying off what i owed.I also made payments above what they were taking weekly to get it payed off.The final payment to pay it all off was last October.In November i received a statement and i had over paid and they owed me $ ******.I waited for a cheque but nothing came but a statement saying i had over paid by the same $ ******.I called them they told me i had over paid by $ ****** and told me the cheque was on the way.I waited about a month to call them back because i had forgotten about it.I thought after calling i would receive it.waited again and nothing, called them back again and they told me it was sent out.Waited again and nothing but the same statement.Called back again and they told me they would have to cancel the cheque and send me a new one.They told me the same thing when i called back again.Now by this time i was and still am upset about this whole thing.The last time i called the was about a month ago and i told them they should courier it to me because i told them and i gave then one week that if i didn't have my money back by that Friday that i was going to get in touch with you the BBB.Then he told me that i would have to sign something he was going to send me or i wouldn't get my money.I told him i didn't have to sign anything before and i wasn't going to now.That was about 2 month ago now.I waited a bit to get in touch with you because i thought maybe they would send it but they didn't.Oh and when i said i was going to get in touch with the BBB He told me not to threaten him.I think since it has taken this long to try and get my money back that they should pay me the same interest on my money** ** ** ********* ********** *** **** * ***** ** *** *** * **** *** ** ******You think a company that makes billions a year could pay its debts.I paid mine.
Business Response
Date: 19/07/2023
Thank you for bringing this matter to our attention. HSBC Bank Canada has a full complaint escalation process in place to handle consumer concerns. We will contact the individual and if the matter is not resolved to the individuals satisfaction, he will have access to instructions on how to escalate these concerns.
Initial Complaint
Date:27/02/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
am writing to complain about my bank, HSBC. I will also write to my member of parliament.I am originally from ******* but I have been a Canadian citizen for over 20 years and a permanent resident before that.It seems that one of the many emails HSBC sent out months ago said that I needed to confirm that I am actually a Canadian resident because they had me listed as having been born in the US. I have no reason why after over twenty years of my banking with HSBC, including a mortgage, they suddenly needed this. In any event, because they send out mass emails all the time, I did not pay attention.On Friday afternoon, 24 February, 2023, at 3 PM, my HSBC accounts suddenly came up as "inactive." It turned out that with no warning, HSBC blocked my account.This is of course egregious, and I cannot imagine that it is legal. The money in my accounts is MY money, and the bank has no right to hold onto my money and deny me access to it. I immediately went to my branch and filled out the form the bank wanted, but they then informed me that it would take 7 business days to lift the block. That is nonsense! It is simply a matter of someone clicking on a computer screen one time!This was on a Friday at the end of the month. On the night of the 24th of February, my monthly salary was coming into my account. They assured me that it would not be blocked (though I would not be able to access it), but that turned out to be a lie. My salary has been blocked from coming in.Once again: THIS IS MY MONEY we are talking about! No bank has the right to say that they will simply hold onto your money and deny you access to it, even when you have complied with what they wanted you to do!! They even advised me to go to another bank if I had other accounts. One bank telling me to use a different bank because they are denying me access to my money -- that is really the limit!I have been left with no money to buy food and pay bills, and my salary has not been credited to my account. This is completely unacceptable.Sincerely,*********************************, Professor ********************************* tel: ************ email: ***************
Business Response
Date: 01/03/2023
Thank you for bringing this matter to our attention. HSBC Bank Canada has a full complaint escalation process in place to handle consumer concerns. We will contact the individual and if the matter is not resolved to the individuals satisfaction, he or she will have access to instructions on how to escalate these concerns.
Customer Answer
Date: 01/03/2023

Complaint: ********

I am rejecting this response because: HSBC has given an answer that is essentially a non-answer. The have not engaged at all with the complaint. And they are still holding my money and refusing to let me have it. That is known normally as theft.

Sincerely,

*********************************
Business Response
Date: 22/03/2023
The complaint was resolved as of March 7, 2023.HSBC Bank Canada has a formal complaint process in place with escalation steps should the complainant remain unsatisfied with the resolution provided. We provided the link to our Resolving Your Resolving brochure to the complainant and they will have access to instructions on how to escalate their concerns the final step within HSBC Bank Canada is the Client ******************
Initial Complaint
Date:13/10/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened an account at HSBC several weeks ago, *** ******* *** ******** ** *** **** I*** *** ******* ***** ******* ********* Then last week a gov. cheque went in and I had a etransfer of 3000 put in my account. I went last Saturday to withdraw money and my branch said that my account was red flagged after it was opened and that aside from gov. deposits I cannot withdraw funds. Today I spoke to the mgr and it is still not resolved. I have a deposit from work going in there. He admitted that this has happened to other people. I have never banked there before. I need my money out now. Im so upset. I have bills to pay
Business Response
Date: 14/10/2022
We are writing in response to your concerns raised to the Better Business Bureau on October 13, 2022 (case number ********).

The management team in the related services area must investigate your issue first before we can start looking into it. Therefore, we have passed your request and our colleagues will communicate with you directly as quickly as possible.

Once you hear back from them, if you remain unsatisfied with their resolution, you can escalate your concerns by contacting us again and we will start our own investigation.

For your reference, you can review our complaint handling process by accessing our brochure "Resolving your Complaints." This brochure contains contact information for all areas of customer service including this office.
************************************************************************************** * ********* **** **********
Initial Complaint
Date:25/05/2022
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had an HSBC credit for at least a decade. I used it for internet purchasing etc. on june 10th 2019 I received a letter from HSBC informing me that I had to present myself in a HSBC bank to confirm my identity. I called the service department to advise that the nearest HSBC bank was 525 km away and that I would not go to Montreal before the end of the year. they confirmed that once I went to the bank to confirm my identification, the card would be freed. (by the way, there is no balance on the card). I went to Montreal HSBC Branch on january 30th. the delay was due to the fact that the bank was always closed when I went on the other trips. The clerk at the bank confirmed my identity and made me sign a form which they assured me was going to be sent by them to mastercard. my card was never removed from hold. I must have called 10 times, waited for hours on the line. at this point, all i wanted was to cancel my card. I have other cards and didn't really use it for obvious reasons. in april 2020 i got a 35 $ charge on my card for the benefit points annual fee, which I cannot use since the card is suspended. I paid the fee and called again to cancel, I was again assured that the card was canceled. in 2021 I got another 35 $ fee, same story. got a bit mad on the phone with them and was, again, assured that the account was closed, I again paid the fee, hoping to be over with the saga. I actually stopped receiving monthly statements which were at 0$ anyway. now, april 2022, i again got a 35 $ charge which I do not intend on paying. called in politely and asked to have my card cancelled, this is when a kind lady told me that she could not since the fraus prevention department are the only ones that could the hold they had put on the card, this was may 12th 2022. she assured me that she would call me back. she never did. now on may 24th, I am on the phone waiting for another attendent trying to find out who can cancel my card. HELP ME PLEASE.
Business Response
Date: 27/05/2022
Thank you for bringing this matter to our attention. HSBC Bank Canada has a full complaint escalation process in place to handle consumer concerns. We will contact this individual, provided the complainant with information on our complaint process and are dealing with this individual directly to resolve this matter. If the matter is not resolved to the individual’s satisfaction, they will have access to instructions on how to escalate these concerns.
Customer Answer
Date: 30/05/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,
**** *****

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HSBC Bank Canada is NOT a BBB Accredited Business.