I’m an Antigua-based British vet surgeon. To visit the UK, I used our green status in July.

My daughter is currently enrolled in Vet School in Canada. To make extra funds for tuition, I was asked to do a locum job on the Isle of Lewis. 

All locums must now be paid via umbrella companies. I contacted one to get the money into my HSBC bank account.

An overseas HSBC customer transferred £7,000 to her daughter in Canada but it never arrived

An overseas HSBC customer transferred £7,000 to her daughter in Canada but it never arrived

I was a resident of Antigua for many years and had never used my HSBC account. I entered the UK via a HSBC in Gatwick who recognized me using my passport.

However, after I sent £7,000 to my daughter from Scotland in September she didn’t receive it. How did this happen? F.F., via email 

Grace Gausden is the consumer expert at This is Money. Initially, when you came to Scotland to work, you were told by HSBC – after it identified you from your passport – you were fine to use your account.

The message stated that it would send your dad a card by bank transfer, but it didn’t.

Your father was also informed that you tried to establish internet banking on an isolated island of Lewis. When the package arrived at your home, you were directed to phone HSBC.

The customer service representative who answered the phone said that she couldn’t identify you, and had locked your access to your account. She advised you to visit your local HSBC branch to confirm your identity.


Grace Gausden, This is Money’s consumer expert tackles readers problems and highlights companies that do good work. Grace is featured in our weekly column.

Do you need her to look into a particular problem or praise the firm that went above and beyond? Send us an email:


After explaining that you were at the Isle of Lewis, she told you there was no HSBC branch near by. However she refused to help.

You returned to Antigua via Glasgow via Gatwick. There, you visited HSBC Glasgow. They told you everything was okay with your online access because it verified your identity.

A wire transfer is a way to pay your daughter’s vet school bills. 

Using your HSBC account, you sent £7,000 to your daughter last month – but the funds had not been received. 

After many calls, the bank established a trace. After numerous calls, the bank stated that it had sent a message and has yet to receive a response.

You’ve tried to make a complaint to HSBC. However, you claim that all the replies you receive to your emails is an automated reply directing to a telephone number.

You are getting increasingly frustrated because this is an enormous amount of money you thought was missing.

HSBC apologised for the difficult the customer had and said it will be returning the money

HSBC apologised to its customer for their difficulties and stated that they will return the money

To find out where and when the money were, I reached out to the bank.

A spokesperson from HSBC UK stated that she was sorry to hear Ms F had difficulty paying her money. On 20 September 2021, we received her request for payment. It was processed that same day with the provided details.

“Unfortunately, on the 27th of October, 37 Days later, Royal Bank of Canada informed us that they had denied payment because the account number and name did not match. 

‘When these funds are returned from RBOC they’ll go directly to Ms F’s bank account.

According to the company, account access is prohibited if not used within a specified time period. This is after giving notice to customers and giving them sufficient time to take action.

Because you hadn’t used your account for 2 years, you needed to undergo a process in order to get access again.

Fortunately, you have now received the money back into your account and another £350 in compensation.

Due to her daughter’s inability to receive the funds, interest was added to her school fees late payment. You also need to pay a large overseas telephone bill.

You don’t have internet banking with HSBC, so you will need to find a way to transfer the money safely.

At the very least, you now know the problems you have with international banking in the UK. You can also hopefully figure out a way for payment to be sent safely and without being too mad. 

A British Gas customer was charged hundreds after it got her address wrong by accident

After accidentally getting her address wrong, a British Gas customer was hit with hundreds of dollars

Missing: Here’s this week’s nice and naughty list

Every week I review companies who have not met expectations and those who have done extra for their customers.

Miss:Verity was unhappy with her energy supplier. British GasThis week.

“Last year, I purchased a house. We moved in the first of September. As I was receiving extensive treatment for breast carcinoma, it took me quite a while to arrange all bills.

“I realised that I had not paid my electric or gas bill until around October. Looking through the notes from the prior owners, I found that Robin Hood had supplied the house.

I tried to reach them twice but no success. After a Google search, it was discovered that the property had been bought by British Gas. I reached out to British Gas three times. After I asked, they said there wasn’t any supply. Second time, I was disconnected.

“I was transferred to another team for a third time to setup a supply. The third time I attempted to contact them, they refused to respond.

This year, ‘Fast Forward. It was around March when I had a rather ominous letter from a debt collection firm telling me I had an outstanding bill of £470.83 and that British Gas has sent me the bill and payment reminders on several occasions.

“This was new to me. I called the debt collector company to inquire about the possibility of paying the bill monthly. British Gas did not contact me, so I sought proof.

“Months later, I received a letter from the credit firm attaching evidence of British Gas invoice. Although it stated the supply was for my home, the letter also included the mailing address for another house. British Gas now demands payment in full.

It is a terrible news to hear of your diagnosis.

Because it seemed unjust that the energy company demanded the full amount despite its errors, I called British Gas who confirmed the address.

British Gas spokeswoman stated that they were sorry Ms. C.’s bill had been sent to an incorrect address. 

“We have been in contact to make sure she has it right away and we have agreed to spread her payments to make them easier to manage. We are pleased that she is satisfied with the outcome.

It added it provided you a good will gesture of £70 and set up a payment plan for the remaining balance of £400.

You were also directed to the British Gas Energy Trust, an independent charity trust which can offer support through grants for those struggling to pay their energy bills.

A Glasses Direct customer praised the firms customer service after it replaced items for free

After receiving replacements for their items, a Glasses Direct customer was very pleased with the customer service.

Hit: This week Neil from reader Neil praised his company experience. Glasses Direct.

He explained that he had ordered two pairs from Glasses Direct. Royal Mail delivered them to their destination. One pair had not been inside the box when they arrived.

“I challenged the postal worker and he claimed it was the sorting bureau. I told him to complain and file a claim.

It was difficult because Royal Mail couldn’t answer the phone or provide better contact information.

“As last resort, I reached out to Glasses Direct. They pointed out my problem. They sent me a new pair of glasses at no extra cost.

‘When these arrived, they had used the wrong prescription but, again, when I contacted them, they responded immediately to let me know that another replacement pair had been ordered – again at their own expense.

‘The glasses weren’t expensive so these issues meant they made a clear loss on the transaction and, yes, they made an error with the first replacement, but the point is, everyone makes mistakes – it is how these are rectified which differentiates the good customer service businesses from the bad ones.’

You can now clearly identify which companies offer top-notch customer service.

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