HSBC Bank Australia Limited Avis 

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.

Hurstville branch are corrupted thrives. They’ve blocked my account because I want to pull my money out and pay bills. They won’t let me access it and to release it they want proof of my bills. I’ve reported them to the media and ombudsman as I feel they’re stealing my money. Very concerned DO NOT BANK WITH THEM. Cindy and your team are terrible people and I have reported you and your fellow “managers”.

I had problems trying to find a particular transfer from my account to another. Few days passed but the recipient had not received it. The Canberra Manager, Alex Koulyras and one of his staff Alex Truong
Gave me the most exclusive service and in a great timely manner. Their service given to me helped me greatly to do the settlement the following day. Thank you and I am ever grateful to both of them.
Champika and Wayne

Beware!! Do not use your card when checking into hotels. HSBC will keep your holding deposit up to 31 days. How is your bank profits? All while you use our money!! Never again.

I bank with a few other banks and use their online and app banking options
HSBC is the worst off all, end user options, navigation and basic features are almost like a school project .
Everything thing is so complicated.
Their chat option is via a chatbot, acceptable, however if you ask to speak to someone they apparently will get back in 24- 48 hrs.
While the provide real-time outward transfers it is not the same for inward transfers

Tried to make a B-payment. What a ridiculously complicated process of going between mobile phone app and computer with codes and passwords...... Was unable to make payment and luckily was able to transfer money to another bank which I know works properly. HSBC website used to work well once upon a time but is now a dog's breakfast.

The HSBC is a problem starting with their overseas call centres, closing local branches, increasing and charging incorrect annual fees and allowing customers to wait for an eternity to get answers to HSBC
mistakes. APALLING customer service, will definitely be terminating our association in the near future. We do not want to waste anymore time dealing with this Bank.

HSBC Australia blocked my account for failure to provide a UK tax number that I did not have access to (I am an Australian resident living in the UK temporarily). As far as I am aware, the reason for blocking the account was simply to force me to provide the information. I contacted them and explained (numerous times) (i) that I would need to request a UK tax number (given that I was not earning income, I had not yet requested one), (ii) that I temporarily needed access to the account to pay rent and other urgent expenses, and (iii) that I would provide the requested information as soon as I could. I was completely ignored. I was able to find a work around, but only be signing up for another bank. Months later I have only just been provided with the relevant number by HMRC, so there was literally no way that I could have complied with the request any sooner. The silliest part of the whole saga is that my bank account with HSBC does not even earn interest – so not only was the information not actually required, but none of my other Australian banks have required similar information.

[To be clear, the problem is not with blocking the account – it is with the refusal to engage with me when I urgently required access.]

Appalling customer service spent hours on the phone totally clueless