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Review of the HSBC, Bank account:

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romance scam ignored, no investigation, no empathy

I am writing this review to warn others after an extremely distressing experience with HSBC following a confirmed long-term romance scam involving my family. Over several years my mother was emotionally manipulated and deceived by an individual who built what she believed was a genuine relationship. The scam involved repeated small payments and later escalated into larger payments based on fabricated stories, including a completely false UK visa claim. This was formally confirmed as a romance scam by Action Fraud, and a local police constable also confirmed with Immigration that no visa application had ever been made. Two other FCA-regulated financial institutions reviewed the exact same circumstances and issued full refunds after considering the evidence and vulnerability involved. HSBC refused outright. What is most concerning is how HSBC handled the situation. They only took a verbal complaint and never requested any supporting evidence, screenshots, or documentation, despite being told about: Action Fraud’s confirmation of romance scam Police verification that the visa story was fraudulent The prolonged emotional grooming and manipulation My mother’s serious health conditions and vulnerability The clear financial pattern linked to the same scammer During my most recent call I was discouraged from raising another complaint and told that it “wouldn’t change anything.” This felt dismissive and showed no understanding of the seriousness of romance fraud or its emotional impact. Even more upsetting, in December I disclosed my own disabilities and health issues and was promised a call from HSBC’s welfare / vulnerable customer team. That call never happened. For a bank to acknowledge vulnerability and then completely fail to follow through on promised support is extremely disappointing and unacceptable. Romance scams are devastating. The financial loss is only one part — the emotional harm and lack of closure are ongoing. My mother is still struggling daily to process that what she believed was real was actually exploitation, and the way HSBC handled this added further stress to an already traumatic situation. Banks may have policies, but vulnerable fraud victims deserve proper investigation, empathy and care. Based on my experience, HSBC provided none of these. I hope HSBC seriously reflects on how they treat customers facing complex scam situations, because this experience has been deeply upsetting and entirely lacking in compassion. Reviewed on: 19th January 2026

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