HSBC Bank Australia Limited Reviews 84

When ever something goes wrong it is always the customers faul they say. Every tim esomething goes worng it takes weeks to sort out with lots and lots of bullshit by inept staff that are polite but completely useless. Going around in circles is a favourite tacktick as the can appear to be doing their jobs. its is nothing short of amazing that a bank can be so incompetent.

I had a HSBC Savings Account with a debit card for approx. 10 years. I put money into my HSBC account on a regular basis. I closed my account in April 2024 as I was retiring and needed to consolidate my money into one account. I duly completed my closing account form and sent it off. In the meantime I transferred my HSBC current balance into my working account with another financial institute and destroyed the HSBC debit card. There was a zero balance in my account, and no notification if they received my form to close the account. In November 2024 I was sent a new debit card, which I duly returned to a HSBC Branch, explaining that the account was closed, and I could not access my account online. I was notified by Centrelink in May 2025 that my bank accounts were being reviewed and I needed to supply statements. Centrelink had the HSBC Bank Account still listed as current. I contacted HSBC's help line and was advised to go into a Branch with 100 point identification to receive a statement that the account had been closed. I went into a HSBC Branch with appropriate ID and the customer service no. that I had been using since I signed up for the account, to be told they have no record of me holding an account with them and my customer service no. was not correct. I contacted my current financial institution regarding the amounts that were transferred from (I assume) HSBC in April 2024, they were unable to verify that these amounts were from HSBC as there was very little information on the transfers or what financial institution they came from. I have had no help from HSBC, despite having receipts from money deposited into that account over the last 10 years. Absolutely no customer service. Would not recommend HSBC to anyone!

From a website that just barely almost functions and them cancelling active cards with no notice, no rhyme and no reason - summed up they are entirely useless.
Tip: just keep your money under your bed, more secure and they cant just randomly cut off your access to it.

DO NOT DEAL WITH THIS BANK! Go somewhere else.

The WORST bank to deal with ever. I transferred money out of my account to my husband's loan account within HSBC, a stop was put on it, I spoke to 2 people who asked me invasive questions for their 'document' procedure. I had to explain what I was transferring my own money for - have never had to explain any of my transactions or intentions to a bank. This was after answering multiple questions to verify my identity. Was transferred to the customer service centre from the person who took the block off my account, only to find out the block was still in place and therefore, could not increase my daily limit to transfer my money out of this bank. The customer service officer could not transact my request - after 1.5 hours on hold - and had to call me back, only to have to go through all the invasive verification questions again. Seems very much like the bank does not want money removed and will go to great lengths to deter people from accessing their own money. WORST BANK EVER. If in Australia, do not sign up even though they offer the lowest interest rate.

AVOID AT ALL COSTS.

So I wanted to change my limit as I am buying a car, for me to make the transfer I have fill out form, place all my personal details, full name, dob, address and account details, send it by mail, no email address can be provided, to Sydney for approval. 10 days for processing, it will also take 5 days via mail. Just to transfer my own money out of the account. They told me to go a branch which is 1600km away.All my personal information can be lost in the mail, leaving it open to personal information being stolen in the mail. This is ridiculous, once transfer is done. I will be closing my account

I strongly recommend avoiding banking with HSBC - total disregard for your rights concerning your own money and any standard of customer service.

I have a home loan with HSBC and asked for my account to be blocked from withdrawals as I was concerned about suspicious activity on my computer. To my horror HSBC also blocked me from making my home loan payments from an external banking institution.

I phoned HSBC to reverse the block and was informed that I have to go to a branch. I explained that I live hours away from a branch and that this is not possible. The call centre is off shore and it was very difficult to understand the officer - I had to repeatedly ask for them to speak slowly. At all times I was polite and respectful. They said they were not able to help me and hung up.

I phoned again four more times - each time the automated message said that my number was recognised and that I would be transferred as soon as an officer was available. Each time the officer answered and immediately pretended that they could not hear me and that they were going to end the call - without me having an opportunity to say anything - each officer then hung up. On the sixth call, before the officer could say anything, I pleaded for them to not hang up on me as I needed their help. The officer stayed on the line while I explained that I am unable to access my own account and am unable to visit a branch due to distance. I also explained that I am unable to make my home loan payments. I was told repeatedly that I have to visit a branch and assistance was not available on the phone.

I have lodged a complaint via an email address I found online. IHSBC sent an automated response to say that they would respond to my complaint within 30 days!

Today my automated home loan payment was withdrawn from my other banking institution without bouncing back - so I then tried to transfer more money to HSBC to make up for the deposits that they have blocked - this deposit was then blocked from HSBC. I now do not know what HSBC has done with today's automatic home loan payment that has been taken from my bank and not returned - because when I tried to phone them I got an automated message saying that my phone banking is blocked. So now HSBC has blocked me from even speaking with anyone. It is important that I reiterate that at all times I have been polite.

This has been the most frightening financial experience.

I strongly recommend that anyone considering banking with HSBC should take their business elsewhere as it is very risky trusting HSBC with your money. I also highly recommend that banking should be done with institutions that don't have off shore call centres.

HSBC have no regard for their customers.

HSBC persevere with a useless chat bot. After runnng the gauntlet of Stupid Bot / Kai, the Human chat line is, ‘experiencing a large volume of queries’. Every time!
And if you’re waiting in chat line hell and it comes to HSBC closing time - you’re ditched! God knows how few people are working on the chat line - by the wait time, I’d guess three. At most.
I’m overseas, it cost me £102 in call charges to ring HSBC and be on hold for almost one hour. Plus, I had to call at 1am to match Australia’s time difference.
HSBC do not provide a toll free number to call.
Here’s an idea, a secure email service where customers can actually let HSBC know of issues 24 hours a day.
Obviously, HSBC would need humans to read the emails and respond.
A big ask for a multi million $ company?
Apparently so.

If you want a bank that will block your money for a long time just because you transferred it from another bank, ignore all your requests, and return the money only after many days and a complaint to AFCA — then welcome. After that, they'll close all your accounts simply because they felt like it. For those who value their time and peace of mind, avoid them.

This is the history of my interaction with this bank.

I have never experienced such a frustrating and infuriating ordeal as I have with HSBC. Their complete disregard for customers and blatant breaches of Australian banking and financial services regulations have left me shocked and disillusioned. This bank’s incompetence and negligence are off the charts, and my experience has been nothing short of a nightmare.

Despite raising multiple concerns, HSBC has continuously attempted to cover up their wrongdoings. They’ve shown a shocking lack of accountability and transparency, consistently failing to address serious issues that I’ve brought to their attention. Every time I’ve attempted to resolve the situation, I’ve been met with delays, incorrect information, and a complete lack of follow-through.

To add insult to injury, I’ve had to lodge four separate complaints with AFCA just to try and get something resembling a resolution. This speaks volumes about HSBC’s inability to handle issues internally and their complete negligence in following proper procedures. The time I’ve wasted trying to get answers and the stress this has caused is inexcusable.

I cannot trust this bank, and I would highly caution anyone considering doing business with HSBC. Their customer service is abysmal, their practices are deeply unethical, and they are completely indifferent to the regulations that are supposed to protect customers. Don’t expect any meaningful assistance, and be prepared for a long, arduous process if you ever need them to address their mistakes. The only way to get anything resolved is to involve external bodies like AFCA, which should not be necessary in a professional and customer-focused institution.

I strongly advise avoiding HSBC at all costs.

I get this urgent SMS from HSBC:

(Amount) AUD has been debited from your account ending in XXXXXX. If you have not authorised this transaction, please contact HSBC Australia immediately.

So, I contacted them. The account was inactive and so HSBC, I repeat, HSBC themselves, did the transaction. No warning that this was going to happen. No text message to the same phone they sent the above message to. No chance for me to make the account active with an innocuous deposit. And, to date, no email/letter/confirmation that this account has been closed again, I repeat, by HSBC.
I had another complaint at the end of 2023 regarding a cancelled HSBC debit card about again, NO communication. The Bank's reply to that one was feeble. I am waiting for their excuses on this complaint.

If I could give HSBC zero stars, I would. I recently moved overseas and needed to transfer my own money between my own HSBC accounts—one in Australia and one in Europe. This should have been a seamless process, given that both accounts are under my name and within the same bank. But instead, HSBC Australia refused to raise my transfer limit, effectively locking me out of my own funds at a critical time.

To make matters worse, I’m 38 weeks pregnant, and HSBC’s brilliant “solution” was for me to fly 24 hours back to Australia just to authorize the transfer in person. In 2025, this is beyond absurd. It honestly feels like I’m living in an era where people had to physically ship gold across continents just to access their wealth. I am traumatised by their services.

HSBC markets itself as a global bank, yet their policies are archaic, and their customer service is a dead end of scripted apologies and bureaucratic nonsense. If you’re thinking of using HSBC for international banking, don’t. They’ll gladly hold your money but will make it impossible for you to access it when you actually need it the most. I regret that I didn’t move to other banks before I moved out of Australia, and trust HSBC so much.

Avoid at all costs!

I have been using an HSBC Premier credit card for 20+ years. They have now decided to charge me $199 a year to use it. I was even told that their service was deteriorating and therefore needed to add this charge to help rectify,,,REALLY.... you have to be kidding me. Imagine your business doing the same, "Dear client of mine, we are aware our service is getting worse, so we have decided to charge our clients more so we can try and better it" I wonder how well that would go down with them, I assume they would leave in droves and I encourage you to exit them if you feel the same as I do ..... a very undervalued client indeed

I was told to go into HSBC to be verified so I can regain access to my Australian account via my online app. I did this today (Thursday 30 January 2025) I was dreading the experience because I knew it would not be simple. I was able to phone HSBC Australia from a private room. The UK advisor gave my passport details and his banking credentials then I was passed onto the Australian advisor. I asked if I existed in their system and he confirmed I did but he could not gain access to my account. All I needed to do as this point is update my old Australian number to a UK number allowing me to receive a text with a code so I can regain access to my app. I was informed that I must walk into an Australian branch. I'm in London crippled and require a wheelchair and carer. When I explained this the advisor apologised and said there was nothing he could do.
Need I say anymore other than what a horrible organisation. I'm expecting two business class return fares London to Melbourne and accommodation at either the Westin or Grand Hyatt. Since their only option is to walk in (I need to be wheeled in) they can pay for me to do it.
UPDATE 31/1/2025. Called Australia again today and was told my account could not be accessed yet again. When asked if I existed within their system I was informed there was more than one of me. When I asked for two business class airfares I was told to return back to a UK branch. I will do no such thing. I tried contacting the financial ombudsman in Australia but email returned no address found. I tried contacting HSBC customer advocacy. Email returned no address found. I'm thoroughly frustrated and defeated. How I would really like to express this frustration is impossible on here but I will ask you to use a vivid imagination.

Do not bank with HSBC Australia, even if you are a so called premier customer. They asked for illegal documents when applying for credit card.

As commented previously by others the HSBC Bank Australia technology is junk.
As a senior using a mobile with app is visually and physically difficult for me so I prefer to use my PC and use online banking from home. That requires a login and use of a security device. That was fine until I succumbed and put their app on my mobile.
Now I cannot go online with my PC because the security device has been disabled, nor can I use a password so it is app or nothing. I understand the convenience for HSBC but this does not help me and they have no apparent interest in serving older clients, or others in a similar situation. So now, for me, it is HSBC app or nothing. Unfortunately use of my mobile with app is often very difficult as we are in a "mobile dead zone".
Also, I spoke to a supervisor on this, and he was very reluctant to answer my questions directly. Instead he preferred to revert to their "script" which gave me no answer and when I (politely) interrupted him and advise what he was saying was not what I was asking about, he sternly told me not to interrupt.
I waited until he finished telling unhelpful yada, yada, yada, then I asked him again directly and attempted to force an answer.
Basically "so sad, too bad, get over it", so I thanked him for his time and hung up.
I'm very willing to use another bank despite being with HSBC for over 20 years. But, is any other Australian Bank any better? A pitiful lot at best and HSBC may not be the worst.

As an existing HSBC customer, I was able to apply for an overseas account from Australia. I completed all the necessary online ID verification plus a telephone interview. I was told on the phone someone would be in touch to tell me what the outcome was.

No one contacted me - no e-mail or phone call. There was no e-mail or phone number in their e-mail to me so that I could contact them. So, I decided to call telephone banking and there was an option deep within the menu to enquire about overseas accounts.

After waiting 45 minutes (including while the staff member tried to transfer me) the person I spoke to said the case was closed! I asked who closed it, and what was the reason. I explained no one contacted me to let me know. She said a case manager would call me back, but could not tell me who the case manager would be.

I believe this is the straw that broke the camel's back. I have put up with several issues with their service, only getting worse over time. I will now be exploring moving my accounts to a new bank, with all the drama of changing my bank details with everyone.

If HSBC can be bothered to contact me, I would be happy to hear what went wrong on their side with the communications. They clearly arise from India, so perhaps a timezone thing? Or just sheer failure to communicate with the customer.

Their mobile app is the absolute worst on this planet. Transactions and payments are very hard to identify and the UI is dated, inflexible and extremely limited in functionality. Awful user experience overall. Shocking for a global bank. 🤯

Not Realible Credit Card in AustraliaThe worst credit card services that i ever have. Be careful with their credit card service. There are no protection if someone used your credit card. You still need to pay the whole amount. They will try to avoid to protect you for unauthorized transaction. The unauthorized transactions still in dispute with AFCA and they still charged for the interest.$2000 interest for 6 months dispute process for $5000 unauthorize transaction..Been with them for 11 years but no extra good service for the loyal customer. The communication between their department were very bad. The only credit card has no protection for unauthorized crypto currency transaction. Beware !!!

HSBC SUCK! My husband had a stroke in May, our income was slashed in half, suddenly. I had to apply for hardship with the bank. I then decided to sell my investment property and my home to buy a new house to suit my husband's needs.

Now, keep in mind the bank are fully aware of the circumstances due to the hardship conditions, I ring the bank to get a discharge form happening. My husband has to sign the documents too. His stroke has affected his dominant hand. I had to get him to sign the document multiple times until it was close to his original signature to meet the satisfaction of the discharge team.
The rental property sells, this time the discharge team won't accept his signature and ask for a doctor's report. In the public system I have been waiting 6-8 weeks for any kind of report. I send his original discharge form when he was transferred from the country to city hospital and my POA. I'm running around like a blue arse fly trying to move houses, work, study, arrange care and support for his discharge and visit him in hospital. The bank now wants me to schlep up to their closest branch (40 minutes away from the new home) and bring in the original POA that is buried in a box somewhere, without it they won't discharge the mortgage.

Back to our home discharge, we are transferring it to the new house. They were supposed to send out a variation to loan form for us to physically sign and send back to them. It is now 2 days to settlement and my settlement agent enquires as to whether they are ready to settle. The answer: no, we haven't received the documents back that we have failed to send out and receive back! They have had these details for well over a month. Meanwhile, my settlement agent or I have to constantly chase them up!

They make the keystone cops look like professionals!

DO NOT TAKE OUT A MORTGAGE WITH THEM!!!!

A decent bank that I've been doing business with for a few years. It's especially good for overseas banking, and foreign exchange.

While their rates for home loans and other saver rates are okay, I find that their phone app extremely out-of-date when compared to Australian big bank apps. It simply doesn't work as smoothly, has more bugs, and not as rich in features, and not as streamline.

Their website features and design are also not that much better.

Please modernise both your website and app to be on-par with Australian big bank apps and websites - or risk losing customers.