This case in the DM today is also shocking. HSBC behaved disgracefully and debanked vulnerable elderly, the reason why was never confirmed, they had £30K in the account and regular pension payments going in so would seem to be ideal customers.
They were left with no money to live in as they couldn't access any of it from December to July when eventually HSBC opened a new account for them under pressure from the DM journalist.
And then had the nerve to say this:
"An HSBC spokesman said: 'Our focus is on helping people build financial health, including those in vulnerable circumstances.
'We're glad that we were able to help [these customers] access the banking services they need.'"
Instead of a fulsome apology, a generous compensation payment and a promise to improve systems in the future.
My vulnerable parents in-law were 'debanked' by HSBC
https://mol.im/a/12340459
So really it could happen to any of us.
Our joint account is with HSBC
though I have my own account elsewhere.