Easier to say what went right....... NOTHING! I was a Midland Bank customer since approx. 1970. They got taken over by HSBC. I kept the account even though I have lived oversees since 1978. It was useful for certain payments. So I have been a customer for 47 years. Over the last couple of years however I have had nothing but trouble. threats to freeze my accounts, demands for certified copies of my passport and other documents, an hour long plus phone call from Scotland wanting to know what my income is, what my assets are and a lot of very private information which I consider is none of their bloody business. Next came forms wanting to know what nationalities I had, what countries I am resident for tax purposes, what my tax file number is etc.,etc.,etc. I answered most of their questions but advised them that in Australia, even the banks are not authorised to demand this information, I am not giving it to HSBC to pool into a global network based in USA. How secure is that? Recently I got another "Customer information form" which sounds like the same questions I answered in the phone call from Scotland sent by the same Bekky Moffat, about whom I sent a complaint which has never bee answered. I thought this was too much and today decided to transfer most of my moderate balance out of HSBC, but my accounts seem to be frozen! So what does one do? It is almost impossible to find a email address, or phone number except to a call centre person who is paid little and knows nothing except the spin they learn by heart.