In San Luis Potosí, a social media user reported that his family was forced to transport their 80-year-old grandmother by ambulance to an HSBC bank branch to unlock her account, as they found no alternatives to resolve the issue remotely.
André Desbois, through social media messages, communicated that his grandmother's account, Josette Dordain, was blocked on March 7 due to the expiration of her card. This situation arose despite the account being used to cover essential expenses such as medications, physical therapy, and food.
The family attempted to resolve the issue through the bank's mobile application and by calling customer service, but they did not obtain a viable solution. HSBC informed them that it was necessary for the account holder to be physically present at the branch.
Given Josette's health condition, who needs oxygen and had recently been discharged from the hospital, they were forced to hire an ambulance to take her to the branch located in Plaza Fundadores, San Luis Potosí.
During this process, Josette remained on a stretcher with oxygen while the necessary procedures to unlock the account and issue a new card were carried out. The family expressed their dissatisfaction with the lack of emergency assistance mechanisms by HSBC in situations like this.
Although the procedures were completed without issues once at the branch, the necessity of the physical transfer was questioned given Josette's medical circumstances. So far, HSBC Mexico has not issued an official statement regarding this.
