HSBC won’t accept my power of attorney to transfer an Isa

Mrs A.B. writes: In January I was diagnosed with breast cancer and in February I had a bad fall. I decided to cancel the Isa shareholdings that my husband and I have had for more than 20 years, and to put the money into our joint account.

This was done for my Isa, but HSBC asked for a copy of the power of attorney allowing me to act for my husband, who has severe dementia.

I supplied a copy, but after several weeks I was told the bank branch had been closed and nobody knew anything about the matter.

I started the process again with another branch, but after weeks they said the power of attorney was not correct, even though my solicitor said it was fine.

I wrote again, this time with a copy of my driving licence, but nothing happened. The money is needed for my husband’s care. All this has upset me terribly. WHEN things like this go wrong, it can be hard to find someone in any big business who will take control of the situation and put it right. That seems to be exactly what has happened here. HSBC has not offered any explanation of what went wrong. But after I contacted the bank’s head office, staff moved quickly.

You were telephoned with an apology, your husband’s Isa savings were moved into your joint account and HSBC has added £500 to make up for the distress you suffered. The bank has also sent you flowers.

HSBC told me: ‘The issue has now been resolved. We apologise to Mrs B for the delay.’ If you believe you are the victim of financial wrongdoing, write to Tony Hetherington at Financial Mail, 2 Derry Street, London W8 5TS or email tony.hetherington@mailonsunday.co.uk. Because of the high volume of enquiries, personal replies cannot be given. Please send only copies of original documents, which we regret cannot be returned.