bodyType

customContents

entityId

entityUuid

articlePageQuery

filter

article

articleBaseAdvertisingInfoArticle

articleListArticle

articleSeoArticle

hooksArticleAcknowledgementGateOverlayArticle

hooksTrackPageViewArticle

hooksContentInterestArticle

articleLinkingDataContent

hooksAmpRedirectArticle

articleSchemaContent

liveArticle

advertZone

sentiment

contentLock

topics

types

sections

paywallTypes

createdDate

publishedDate

urlAlias

moreOnThisArticles

sponsorType

commentCount

authorLocations

authors

corrections

displaySlideShow

multimediaEmbed

printHeadline

seriesContainer

articleSpeeches

socialHeadline

headline

images

flag

firstTopic

glossary

flattenTypeIds

image

relatedLinks

relatedNewsletters

__typename

sponsor

pdfFiles

seriesReverseOrder

series

disableOffPlatformContent

published

updatedDate

summary

subHeadline

body

keywords

readingTime

customTimezone

liveContents

Danny Lee

When former Hong Kong resident Robert Lewis opened an account with the 'world's local bank' he thought HSBC would be able to cater for all his financial needs, wherever in the world he went.
Little did he know that due to a breakdown in communication over his signature, he would be forced to embark on a marathon 16,000-kilometre round-trip from his native Australia to Hong Kong, simply to access his cash.
Now he is seeking AUS$5,000 (HK$36,000) from the bank to cover the cost and inconvenience of his journey.
Lewis's problems started in April when he tried to access his account online from his home in Wagga Wagga, New South Wales.
He had turned to the bank's website after discovering that the ATM card he was issued in Hong Kong was no longer valid due to a security upgrade.
The account had not been used since he returned to Australia in August 2011.
Once online Lewis discovered he was unable to gain access to the account as he did not have an internet security device

	Hong Kong Airlines passengers stage 18-hour sit-in on plane over flight cancellation
To get one, the 55-year-old learnt that he would have to travel to an HSBC branch and change his address in person.
This involved a 10-hour round trip to Sydney, 455 kilometres away - an inconvenience that was just the tip of the iceberg.
Two weeks later, and despite being approved by two HSBC officers in Sydney, the Hong Kong branch rejected the change-of-address application on the grounds that his signature did not match the one on its records.
That left the education consultant with no choice but to fly to Hong Kong and confront staff himself.
Lewis said his travails made a mockery of the bank's "world bank" claims and the convenience of its network.
"The first port of call is the nearest branch, where you expect there's a relationship between all these branches," Lewis said.
"This has cost me an incredible amount of time and income, inconvenience, stress and anxiety. It is hardly the thing you expect from an international bank."
Lewis is seeking redress for the cost of travel and loss of earnings, as well as a goodwill payment for the hassle.
After the Post took up his case, HSBC contacted Lewis on Friday to apologise. It indicated the bank had made a mistake in processing his application.
Lewis said he had shown bank officials in Sydney his passport and Hong Kong identity card.
"Hong Kong could have spoken to Sydney and faxed a copy of the documents to confirm they had sight of my forms," he said.
But the confusion continued when he arrived in Hong Kong earlier this month.
Lewis first visited a Sheung Wan branch, and was surprised not to be quizzed about his signature. Staff said it could not give him an internet security device.
Days later he visited another branch and was given one, highlighting the inconsistencies in advice and service the bank gave.
An HSBC spokesman said the bank was checking the case and would not comment on the affairs of individual customers.
The bank, which dropped its claim to be "the world's local bank" in 2012, will decide tomorrow what redress, if any, to give Lewis.
This is not the first time it has faced complaints about its international credentials.
The Hong Kong operation apologised last year after issuing new ATM cards linked to China's UnionPay network rather than the international Plus system, leaving customers struggling to withdraw money abroad.


Mainland China’s bank apps the best in Asia, beating Hong Kong and Singapore, study says

HSBC to occupy over 40,000 sq ft at Hong Kong’s Capitol Centre in 2026

Hong Kong insurers identify 8,700 life and property policies owned by Tai Po fire victims

HSBC names veteran accountant Brendan Nelson new chairman amid Asia growth push

HSBC

HSBC customer forced to make 16,000-kilometre trip to access account after bank blunder

Robert Lewis was forced to make a return trip from his native Australia to Hong Kong to get access to his account.

News

Hong Kong

Robert Lewis had to fly from Australia to Hong Kong


When former Hong Kong resident Robert Lewis opened an account with the "world's local bank" he didn't expect to have to have a 16,000km round trip to get his hands on his cash.
