Complaint / review text:
We have made payments over ten (10) years to HSBC for our mortgage.in November, five (5) days after making our payment online, HSBC withdrew another mortgage payment that was not due, bouncing my account. Then paid me back for the attempted overdraft and then, five (5) days later did it again. Calling them only received a customer service rep that denied taking additional funds or attempting to take them. I had to cancel all payments to them via online. My bank advised that I would need to send them a check. I sent them a check, which they received on December 26,2014 which they have not posted. They advised that my bank would not accept the check and now, for the next six months I would need a certified check to make my payments. This is unacceptable. Banks are not held accountable for their actions. Not HSBC or my own bank. Now my December payment is past due, first time in ten years. I attempted to contact a supervisor. Was connected to a voicemail which has still not called me back. Calling my bank again in the AM.