Thread: Urgent -Refused to cash my money, please help…

Hello everyone, I am very new to the forum and even more so to the posting. So I do apologise if I will do something wrong and/or make a mistake and would like to ask you to be patient with me, please. I just hope that in the condition that I am now, after visiting my bank, I will be able to make myself clear enough, if not, please let me know.
I have number of serious heath problems and in recipient of benefits. I have recently won a 5-years long battle of a housing benefit underpayment. Finally, i have received some small lump sum in to my HSBC bank account. But over period of these five years I’ve got into so much debts, as I was borrowing money from friends to pay for my leaving and my rent, which was supposed to be paid by the LA. Now as said, I have the money on my acc. and need to payoff my debts and the priority was my friends. Therefore, I went to my bank to withdraw the money to pay back to my friends and three things have happened.
N-1 the bank refused to give me my money, without seeing the sources i.e. where the money have came from (question- can they do this?)
N-2 the bank allowed a credit card company to take money from my current account, without my authorisation, to payoff my credit card’s charges (note- these charges was disputed by me and dealt with by Financial Ombudsman, as the bank has made, and admitted it, a mistake. The credit card has sent their offer to me, which I was in a process of considering.) When I have told my bank that I have an ongoing case with F/. Ombudsman they‘ve replayed that the case was closed on the 8-th of march??. I have not heard from the F. Ombudsman for a long time and have never been informed that my complaint against credit card mistake/charges was closed. ??
Now I am in debts again! I am short of the amount that I need to pay back, which credit card has taken, so I cannot payoff my debts. I also cannot touch my money, because my bank needs to know where the money came from???! ( but , I didn’t want them to know about my personal life in the first place!)
… Sorry, I forgot what N-3 was, sorry I am so upset now! They have asked and forced me to answer to the personal questions right in front of loads of people in the bank it was so humiliating, I cannot stop crying! They have kept me waiting, avoiding and ignoring me, for 3 hours at the branch…Sorry.
Could somebody advise me on what to do, please? Is this a normal treatment for the customers? I have never been in a situation like this before and I do not know what to do, could you help, please?
I forgot to mention that the credit card took the money while I was talking with a branch manager, and the manager has told me about this only when I was leaving the branch. The credit card called me on the branches phone number, not in a private room and demanded to answer all the security questions where people can hear me. I have asked to explain the bank’s position on refusal to withdraw my money and the credit card charges, in writing but they refused it. Instead, I they have gave me the leaflet of terms and conditions. All I have managed to get from them was theirs names.
A million thanks in advance, and any comment, advice will be very highly appreciated.

Originally Posted by cerberusalert

I think under the Money Laundering Act they can if a deposit of more than £5000 is made, but they should know the source already assuming the money was paid by bank transfer or even cheque/giro. If the credit card provider is your bank they will offset between a/cs. Have you been back in touch with the FO so find out what is happening?

Hi cerberusalert, thanks so much for your replay. No, I have not been in touch with FO, yet, this is all happened to me during the last two -three days. I Mean, the money was transferred to my bank ac. on the 17/03 and I only have managed to get to the branch today, on Friday and was there from two o’clock until closing time. Not sure if FO working tomorrow, but will try to call them.