I missed out on my dream holiday to Miami after the bank froze my account on way to airport
- Suzanne Lorrey, 29, from Manchester, was fuming after the bank froze her card
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A woman had her dream Miami holiday ruined after her bank account was frozen on the way to the airport.
Suzanne Lorrey, 29, from Harpurhey, Manchester, had been saving for months and was due to fly out last Friday to see her boyfriend for the first time in 18 months.
Before leaving she opened an HSBC Global Money Account – which allows customers to spend or send money abroad without additional fees.
The night before her departure, Suzanne sent £500 to the account and the next day on the way to the airport transferred her money into dollars.
But Suzanne was left horrified when she then got a phone alert stating her account had been frozen and put ‘under review’.
Suzanne Lorrey, 29, from Harpurhey, Manchester, had her dream Miami holiday ruined after her bank account was frozen on the way to the airport
Panicking and anxious about her flight the next day, she went into a HSBC bank but was told there was nothing they could do and she would have to wait for the account to be reviewed.
Stranded in Heathrow Airport, Suzanne said she was then unable to board the plane as she had no money and missed out on her trip.
Suzanne, a telesales agent said: ‘I have been planning for this holiday for a long time, I started paying it off in February.
‘Altogether, including flights and accommodation I have spent just over £3,000 which I can’t get back.
‘There was no way for me to go on holiday, I had another bag to check in that I was going to pay for at the airport.
‘I was going to use that £500 – everything I needed was on that card.
‘I had no choice but to come back to Manchester, I was there at the check-in point until check-in closed.’
While travelling to Heathrow, Suzanne said she kept calling the bank who told her she would have to wait for the review process to finish and then got off the train and to visit the nearest branch.
Panicking and anxious about her flight the next day, she spoke to customer service in an online chat but was told there was nothing they could do and she would have to wait for the account to be reviewed
Stranded in Heathrow Airport, Suzanne said she was then unable to board the plane as she had no money and missed out on her trip
But she alleges staff told her they could not help because the branch was about to close.
She added: ‘I was crying on the phone to the bank, even when I was in the branch I was crying – I was stranded.
‘I called the bank around 60 times and I kept being told there was nothing they could do.
‘I still tried to go to the airport and continue on my journey.
‘I spent the night at the airport on live chat with the bank, I was desperate, I needed to check into the flight.
‘I came back to Manchester the next morning.’
Suzanne’s account is still under review and she has missed her three-week holiday to Miami.
Suzanne’s account is still under review and she has missed her three-week holiday to Miami
She said: ‘It has destroyed my entire year, this was my trip for the year.
‘The last time I saw my partner was in March last year, he has been working in America for 18 months.
‘It’s not even about the money, I want my holiday. I should be on a beach right now.
‘I should not be in England right now, I want my flights and I want them to compensate me for my accommodation.
‘It isn’t easy to see my boyfriend, he lives in California – and we have both missed out.’
An HSBC UK spokesperson said: ‘We apologise for any uncertainty and inconvenience this has caused. We were complying with our statutory obligations.’
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