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Subject: Formal Complaint Regarding Unprofessional and Inappropriate Conduct by Supervisor Eric Li at HSBC Branch (1107 S Baldwin Ave, Arcadia, CA)
Dear HSBC Customer Relations,
I am writing to formally file a complaint regarding the unprofessional, inappropriate, and discriminatory conduct of Eric Li, a supervisor at your Arcadia, CA branch, located at 1107 S Baldwin Ave, Unit C, Arcadia, CA 91007, on December 24 and December 26, 2024.
Background
I have been a customer of HSBC for several months, using the account primarily for access to my funds when traveling abroad. On December 23, 2024, I received the disbursement of my personal loan into my HSBC account to avoid mixing these funds with my existing balance and other banks. I intended to withdraw $25,000 from my HSBC account.
On December 24, I visited the branch accompanied by a friend for safety reasons, as the amount I intended to withdraw was significant. However, I was immediately told by Eric Li that I was not permitted to withdraw that amount. I requested to wire the funds to another bank, but this request was met with unprofessional behavior and refusal.
Supervisor's Unprofessional Conduct
Initial Refusal and Rudeness: When I requested to wire the funds to a different bank, Eric Li became extremely rude. He began questioning why I had a friend with me, implying that it was suspicious for me to bring someone along. He also informed me that he would need to conduct an identity verification, which would take hours. I found this unreasonable, but I complied with his request.
Inordinate Delay and Refusal to Help: After 45 minutes, Eric returned with the completed verification but still refused to wire my funds or provide me with a cashier's check. His attitude remained dismissive, and he gave me the impression that he felt he could act with impunity. When I requested information for his supervisor, he refused to provide it, claiming he was the highest authority at HSBC, which I found to be both inaccurate and inappropriate.
Unwarranted and Invasive Questions: Throughout the interaction, Eric continued to pry into my personal life in a highly invasive manner. He interrogated me in front of others about my loan—an entirely private matter—and made me feel uncomfortable and embarrassed.
Accusations and Racial Remarks: Later, when I explained that the loan deposit was slightly less than the amount stated on my documentation (due to a loan origination fee), Eric accused me of fraud, publicly labeling me a money launderer. He continued to make inappropriate remarks, suggesting that I was involved in illegal activities. His questioning became increasingly discriminatory, making racist remarks indirectly targeted at my ethnicity. He even questioned why I was banking with HSBC, implying that customers like me were not typically "high net worth."
Threats and Stress: This treatment caused me significant distress, particularly given that I had just undergone open-heart surgery and was experiencing chest pain as a result of the stress. To make matters worse, when my son attempted to intervene and ask to speak to Eric, he hung up the phone. After my son threatened to file a complaint, Eric finally agreed to provide me with a cashier's check for half of the funds in my account. However, when I requested the remainder of the money or assistance with the wire transfer, Eric refused and offered no meaningful resolution.
Additional Concerns
Account Restriction: After this interaction, I attempted to complete the wire transfer at home, but my account was restricted. When I called customer service, I was informed that Eric Li had placed the restriction on my account without my knowledge or consent.
Inconsistent Communication: I was told that if I brought in documents, Eric would help me with the wire transfer. However, when I did so, he refused to call the lender to verify the funds and continued to delay and obstruct the process.
Violation of Privacy: Eric copied my personal loan documents without my consent, violating my privacy and possibly HSBC's own internal procedures.
Conclusion and Request for Action
I strongly believe that Eric Li's actions were not only unprofessional but potentially fraudulent and discriminatory. I have never been treated so disrespectfully in a banking environment, especially considering the significant health and emotional stress I was under during this process.
I am requesting:
A full investigation into Eric Li's behavior and actions during this incident.
Disciplinary action against Eric Li, including possible termination, for his unprofessional conduct, false accusations, and failure to assist me as a customer.
A review of internal policies to ensure that no other customer experiences similar treatment in the future.
Steps Taken
I attempted to resolve the matter directly with Eric Li and the local branch.
I was denied access to escalate the issue and was repeatedly met with hostility and refusal.
I contacted HSBC customer service, but the issue remains unresolved.
I request that HSBC take immediate action to investigate and rectify this situation. I would appreciate an acknowledgment of this complaint and an update on any actions being taken.
Dear HSBC Customer Relations,
I am writing to formally file a complaint regarding the unprofessional, inappropriate, and discriminatory conduct of Eric Li, a supervisor at your Arcadia, CA branch, located at 1107 S Baldwin Ave, Unit C, Arcadia, CA 91007, on December 24 and December 26, 2024.
Background
I have been a customer of HSBC for several months, using the account primarily for access to my funds when traveling abroad. On December 23, 2024, I received the disbursement of my personal loan into my HSBC account to avoid mixing these funds with my existing balance and other banks. I intended to withdraw $25,000 from my HSBC account.
On December 24, I visited the branch accompanied by a friend for safety reasons, as the amount I intended to withdraw was significant. However, I was immediately told by Eric Li that I was not permitted to withdraw that amount. I requested to wire the funds to another bank, but this request was met with unprofessional behavior and refusal.
Supervisor's Unprofessional Conduct
Initial Refusal and Rudeness: When I requested to wire the funds to a different bank, Eric Li became extremely rude. He began questioning why I had a friend with me, implying that it was suspicious for me to bring someone along. He also informed me that he would need to conduct an identity verification, which would take hours. I found this unreasonable, but I complied with his request.
Inordinate Delay and Refusal to Help: After 45 minutes, Eric returned with the completed verification but still refused to wire my funds or provide me with a cashier's check. His attitude remained dismissive, and he gave me the impression that he felt he could act with impunity. When I requested information for his supervisor, he refused to provide it, claiming he was the highest authority at HSBC, which I found to be both inaccurate and inappropriate.
Unwarranted and Invasive Questions: Throughout the interaction, Eric continued to pry into my personal life in a highly invasive manner. He interrogated me in front of others about my loan—an entirely private matter—and made me feel uncomfortable and embarrassed.
Accusations and Racial Remarks: Later, when I explained that the loan deposit was slightly less than the amount stated on my documentation (due to a loan origination fee), Eric accused me of fraud, publicly labeling me a money launderer. He continued to make inappropriate remarks, suggesting that I was involved in illegal activities. His questioning became increasingly discriminatory, making racist remarks indirectly targeted at my ethnicity. He even questioned why I was banking with HSBC, implying that customers like me were not typically "high net worth."
Threats and Stress: This treatment caused me significant distress, particularly given that I had just undergone open-heart surgery and was experiencing chest pain as a result of the stress. To make matters worse, when my son attempted to intervene and ask to speak to Eric, he hung up the phone. After my son threatened to file a complaint, Eric finally agreed to provide me with a cashier's check for half of the funds in my account. However, when I requested the remainder of the money or assistance with the wire transfer, Eric refused and offered no meaningful resolution.
Additional Concerns
Account Restriction: After this interaction, I attempted to complete the wire transfer at home, but my account was restricted. When I called customer service, I was informed that Eric Li had placed the restriction on my account without my knowledge or consent.
Inconsistent Communication: I was told that if I brought in documents, Eric would help me with the wire transfer. However, when I did so, he refused to call the lender to verify the funds and continued to delay and obstruct the process.
Violation of Privacy: Eric copied my personal loan documents without my consent, violating my privacy and possibly HSBC's own internal procedures.
Conclusion and Request for Action
I strongly believe that Eric Li's actions were not only unprofessional but potentially fraudulent and discriminatory. I have never been treated so disrespectfully in a banking environment, especially considering the significant health and emotional stress I was under during this process.
I am requesting:
A full investigation into Eric Li's behavior and actions during this incident.
Disciplinary action against Eric Li, including possible termination, for his unprofessional conduct, false accusations, and failure to assist me as a customer.
A review of internal policies to ensure that no other customer experiences similar treatment in the future.
Steps Taken
I attempted to resolve the matter directly with Eric Li and the local branch.
I was denied access to escalate the issue and was repeatedly met with hostility and refusal.
I contacted HSBC customer service, but the issue remains unresolved.
I request that HSBC take immediate action to investigate and rectify this situation. I would appreciate an acknowledgment of this complaint and an update on any actions being taken.
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