HSBC is being taken to task over a "new low" in the quality of its banking services to pensioners and those with Power of Attorney
Chris Newbould took to social media to share how the bank did not allow him to cancel an expensive cheque his mother attempted to make, despite the fact she suffers from Alzheimer's.
This is despite the fact HSBC works with both the Alzheimer's Society and Alzheimer's Scotland to improve its services for those suffering from dementia-related illnesses.
On X, the son of the 84-year-old broke down his issue with HSBC's handling of the case and the bank's failure to recognise his legal role and responsibilities.
He posted: "You claim to be "making HSBC a 'dementia-friendly business', but this is quite the opposite to my experience, and today was a new low, refusing to allow me, with Power of Attorney, to cancel a cheque an 84-year old woman with Alzheimer's had given to someone, 'not sure who'.
"If you don't have some sort of team in place, you really should. And if you do, your call centres need some training. Your reasoning? 'She needs to come to the phone.' She's housebound 100 miles away and can't use phone banking. That's why I have Power of Attorney.
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The bank is under fire over its services for people with dementia and Alzheimer's
PEXELS"After a very long and far from entertaining night, I can add that this has now been reported to your own fraud team (twice), who refused to act; Humberside Police, and the local social services duty officer. If anyone tries to cash a check for £100,000, this is very much on you."
Many Britons have Power of Attorney on behalf of a loved one who may no longer be able to carry out or communicate their own decisions.
It is often used in the management of long-term financial planning, notably for those suffering from Alzheimer's and dementia.
Under lasting Power of Attorney (LPA) for property and affairs, an individual can be appointed to make decisions about someone else's finances.
A Power of Attorney needs to be o be over 18 and have what is called "mental capacity" to make an LPA.
On X, HSBC responded directly to Newbould's claims on the social media platform..
The bank replied: "I am sorry to hear that. You would be able to send this into our complaints team to investigate further.
"If you're an existing customer and use 'Business Internet Banking' then the quickest most secure way is to use the 'My Messages' area once logged in."
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The customer's son took to social media to slam HSBC
PAHowever, Newbould criticised the bank for "refusing to cancel" a payment his mother attempted to make despite being aware of her Alzheimer's and his role as Power of Attorney.
He added: "To put this in really simple terms, the district nurse advised me she had given a blank cheque to an unknown man who came to the door.
"This has been reported to the police. You refuse to cancel the cheque unless I can somehow get her to call you."
GB News has reached out to HSBC for comment.
