Customers may notify HSBC of transaction errors made at an HSBC ATM and errors made at another financial institution's ATM, Allpoint ATMs or other ATM providers.
Errors or Questions about your ATM transaction
If you think your statement or receipt is wrong, or you need more information about a transfer that's listed, call us at 800.975.4722. We must hear from you no later than 60 days after we sent the first statement on which the problem or error appeared.
(1) Tell us your name and account number (if any).
(2) Describe the error or the transfer you are unsure about, and explain as clearly as you can why you believe it is an error or why you need more information.
(3) Tell us the dollar amount of the suspected error.
If you verbally tell us, we may require that you send us your complaint or question in writing within 10 business days.
We will determine whether an error occurred within 10 business days after we hear from you, and will correct any error promptly. If we need more time, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your account within 10 business days for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit your account.
For errors involving new accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new accounts, we may take up to 20 business days to credit your account for the amount you think is in error.
We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents we used in our investigation.
For more information, review the Electronic Banking Services Information Statement, which summarizes your rights and responsibilities.
If you are not an HSBC customer, please notify your bank regarding the transaction.