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December 2023 by Deborah
I had a real scare recently when I went to the Waterloo HSBC branch to get a bank draft drawn from my personal account. The draft was to be made out to a lawyer. Things were proceeding fine until the teller asked me why I needed the money. Since that was really none of his business, I asked why he needed to know that and he replied there was a lot of fraud. He then asked for written proof (invoices, etc.) of the need for my request. This was my money in my personal bank account, entrusted to this bank for safekeeping, and now I needed it. It was NOT a loan!! Yet I was very nearly denied access to my own money. Thankfully the manager approved my request. What right does the bank have to grill you on why you need your own money? Where does it stop? I thought banks were supposed to provide service and support, not obstruction. This event really shook me up.
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November 2023 by Varun Singh
This was the best customer serviced bank that I ve seen in Canada. I have been a client with HSBC since 2 years and Lila is my present relationship manager, she is an amazing advisor and very pleasant human being to work with. I almost speak with her every week for my investments and finance, All my silly questions were answered without disapproval. Such a polite and knowledgeable consultant she is. Not only Lila, there are few folks I ve been interacting for the last few weeks, Adeeb and Hunter they both are customer friendly too. Adeeb was a great person to work with for the mortgage related questions. Most importantly they don't get frustrated just like the other top 5 banks.Don't understand why such low reviews have been given for this branch. HSBC Waterloo, You guys are awesome.
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July 2023 by Olga Novikova
Awful service: came there to open an account, it took one hour!! Then they started a compliance check with my application, and it took more than one week, during which they asked some strange questions, after that I had to come there one more time and spent 20 more minutes. Decided not to put my money there, because during this week of a compliance check I opened an account online in another bank just in 10 minutes.
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July 2023 by Rikiki
Getting a mutual funds advisor for mortgage advice, and it’s not even the same person I made appointment with ?
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December 2022 by Jimmy
I lost my credit and debit card and asked to freeze them. I was given a temporary replacement debit card and it worked for one day. Then, my chequing account was frozen for no reason and I could not move money from that account.Service at this branch is incredibly slow and an arbitrary half an hour is required for approval to unfreeze my account. Overall, the HSBC process for dealing with these kinds of issues is horrible and would recommend using other banks.
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December 2022 by Pete Jones
HSBC Canada is essentially a zombie business, with HSBC global looking in vain for a buyer for its Canadian business. However, this branch is specifically terrible.The older staff here (there are a couple of young trainees who are fine) are clueless and really don’t deserve paid employment. Specifically, Lila avoids engaging with customers with a passion. Her sidekick, Deb is worse. Last time I went in, she was working on her own personal banking while half helping me. It was clear what her priority was.The more senior staff push complex queries back on the tellers when it is obvious the tellers have absolutely no clue what to do. This isn’t for any training reason but apparently so they can go back to doing nothing in a cubicle.As other reviewers have mentioned, a simple transaction can take 30 minutes or more. I also noticed on several visits that new Canadians with an accent are treated very differently to white Canadians. The staff will speak loudly, talk over, and be condescending towards immigrant customers, despite being a so-called global bank.Debra is also a particularly incompetent member of the team. I watched her become visibly irritated with with a middle-eastern customer who just wanted to make a withdrawal. She has barely any knowledge and needs constant monitoring to ensure she doesn’t do something wrong.There are many better options. Please take your money elsewhere if you value being treated like a human. Overall, HSBC Waterloo provides the worst retail banking experience I have ever encountered.
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December 2022 by Minn
I lost my credit and debit card and asked to freeze them. I was given a temporary replacement debit card and it worked for one day. Then, my chequing account was frozen for no reason and I could not move money from that account.Service at this branch is incredibly slow and an arbitrary half an hour is required for approval to unfreeze my account. Overall, the HSBC process for dealing with these kinds of issues is horrible and would recommend using other banks.
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November 2022 by Stephen
The ATM works great and the security guard was very friendly.
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September 2022 by Fanny Becerra
Good branch but sometimes ATM does not work.
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September 2022 by Saef Hindi
Always helpful. Great customer service. I am very happy to deal with them.
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August 2022 by Mohammad Almasri
I am with HSBC for more than 15 years and at this branch for 5 years so far best experience and no issue. I wonder why the rating is low!
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August 2022 by Nathan Poste
Wrongfully blocked my Canadian bank account and froze all access to my funds. Claiming I didn’t submit a form that I submitted 4 months ago that they later acknowledged I did. Useless customer service that says they can’t do anything while continuing to wrongfully block access to all my funds and prevent me from paying my bills
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July 2022 by Simon Almeida
This branch has locked down my cc 3 times and requested I drive out "for confirmation of identity". Its absurd the arbitrary reasons they have been locking down my account. Additionally, after EIGHT calls to HSBC customer service over a month, not a single agent was able to get the branch to call me back to try and resolve the issue. Their processes are clearly broken and their staff have shown little desire to help resolve customer issues in a timely manner.
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July 2022 by Jessica Becher
If I can put no stars it would be no stars , but I do want to say this how does a e-transfer end up with your account blocked when you just opened the account this bank is absolutely the worst bank to deal with in my opinion never bank with HSBC unless you want more hassel and greif been waiting exactly 5 days for my 300 to be unblocked consistent go around ! Different story every time you call in never bank with hsbc ! And so we are clear it’s not this branch they are amazing and trying to help
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June 2022 by Neha K
Would give them 0 stars. Poor customer service. I cannot get through to the branch directly via phone. They miss-communicate to head office multiple times. Trying to get something done through them takes so much time and effort than any other bank I've dealt with.
