Date Received: 2020-04-03
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: In XX/XX/XXXX, my HSBC credit card Ending XXXX was stolen and make large purchases from XXXX XXXX and XXXX XXXX. I believed the totals were {$4200.00}. Then I called the bank HSBC and filed a dispute. They accepted the dispute for XXXX XXXX but refused the XXXX XXXX because they said the XXXX XXXX was in-person purchase. On XX/XX/XXXX, I check my HSBC account and fund out that they have put the charge from XXXX XXXX back on my balance. I called them and asked them why they put the charges back on my account. They told me that the Merchant had replied with evidence that the charges were done by me because they shipped items into the house that I lived at. I said to them that could be possible, but I do not make the purchases, and I lived with a bunch of people, and I do not know if XXXX of them maybe had stolen my credit card. They told me that the claim was denied. I requested for supervisor twice, and I was told the supervisor would call me back, but that never happened. Therefore, I am filing this complaint requesting HSBC to honor they promised to me that I am 100 % protected from unauthorized charges, and accept my dispute from XXXX XXXX and XXXX XXXX Thank you
Company Response:
State: NY
Zip: 10466
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I signed up for the {$750.00} bonus offer to open an HSBC premier checking on XX/XX/2019. Shortly after opening my account i got a call from my relationship manager. During that conversation he had asked if i opened the account solely for the bonus and i told him we will see if I like their product but part of the reason was for the bonus. I met the requirement by submitting direct deposits over $ 5k each month in XXXX, XXXX and XXXX. In XX/XX/2019, I contacted HSBC via their online chat to confirm i met all requirements and was told i met them and its just a matter of time to get the bonus. I also contacted the relationship manager who also confirmed i met all requirements and should receive bonus in 8 weeks. In XXXX, I contacted HSBC again about my bonus and this time i was told to send an email to their Compliance team. Their claim was i didn't open the account by clicking on the offer page and i should send any proof i had. Luckily enough i still had my XXXX browser history which showed i started the application from the offer page. The sole reason for opening this account was for the bonus. This is not the fist bank i have signed up for bonuses. I am 100 % sure i started the application from the offer page which was sent as proof. HSBC is declining to pay the bonus. I am not sure what other proof i need to show. I was mislead with every conversation and 6 months later they are declining to pay the {$750.00} bonus. Please help.
Company Response:
State: CT
Zip: 06516
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX I signed up for and was approved for an HSBC 'Premier ' checking account and the terms of this account stated that HSBC would provide a {$750.00} bonus. HSBC is refusing to pay the bonus even though I fulfilled all the terms per their terms and conditions. The bonus terms required that I make at least {$5000.00} in direct deposits per month for 3 consecutive months beginning the 2nd month after account opening. I qualified for the bonus by fulfilling the following direct deposits sent from my employer : XX/XX/XXXX : {$3500.00} XX/XX/XXXX : {$3500.00} XX/XX/XXXX : {$3500.00} XX/XX/XXXX : {$3600.00} XX/XX/XXXX : {$3600.00} XX/XX/XXXX : {$3600.00} XX/XX/XXXX : {$3600.00} XX/XX/XXXX : {$3600.00} XX/XX/XXXX : {$3600.00} XX/XX/XXXX : {$3600.00} I then waited 8 weeks from XX/XX/XXXX which concluded end of XX/XX/XXXX. I have followed up with HSBC 8 times via secure message and 3 times via the phone and almost every time the representative says that they need to send the issue to a separate team to investigate. However, on the attached message from XX/XX/XXXX the representative agrees that I did qualify. I still have not received the bonus.
Company Response:
State: TX
Zip: 76112
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: HSBC has reported late payments on this account to my credit report WRONGFULLY, for 8 months in a row when I paid off the balance on the card every month! From XX/XX/XXXX till XX/XX/XXXX HSBC BANK reported lates to my credit report erroneously. I have paid off the balance in full every month, have bank statements to prove but HSBC misapplied these payments thus causing lates reported on my credit report .... I have no derogatory credit, ever! This is the only item damaging my credit history and credit worthiness and it is NOT correct. please help resolve this as HSBC is being ignored for a whole year that I wasn't able to reach resolution with them, going in circles from one representative to another with no luck on correcting this mistake of theirs ...
Company Response:
State: CA
Zip: 94043
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Due to Corvid-19, my XXXX XXXX is literally shot down, I'm not making any money to pay my bills. I had called one of my credit cards today HSBC to arrange a deferred payment and I was horrified that they are willing to give me a 60 days deferred payments, however they will keep charging me interest during those 60 days, I believe thats unfair to the consumer thats not at fault for not being able to pay, how can you do that to a consumer mostly with the outstanding credit like myself, thats totally unfair and inhuman to do that. I have a XXXX XXXX credit card and they deferred payments for 90 days, waiving all the late fees and interest for the 90 days, so how can HSBC bank be so unfair. Hopefully there is something you can do to help with this situation.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am an HSBC advanced customer for the past ~10 years and hold accounts in the bank across multiple geographical locations. One of these accounts is a HSBC Advanced Credit Card account that i opened up sometime in XX/XX/XXXX at the XXXX XXXX XXXX branch of HSBC. On XX/XX/XXXX, while reviewing my credit card statement, i noticed ~28 fraudulent transactions amounting to ~ {$4300.00}. These transactions were executed between XX/XX/XXXX and XX/XX/XXXX. Please also note that during this period, an authorised and scheduled Direct Debit transaction " XXXX XXXX XXXX XXXX XXXX '' amounting to {$160.00} was also executed against the same card. This is a direct debit transaction so i did not perform this transaction with the card in my possession. I did not recognise the 28 transactions and therefore called up the HSBC Fraud helpline to report this. A case was logged as per my call for further investigation. On XX/XX/XXXX, i received a letter from HSBC, at my registered address, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, that my fraud claim has been denied. The letter also stated that i am supposed to pay the amount in full and not doing so will result in finance charges. A copy of the letter has been attached here. On XX/XX/XXXX, i called up the HSBC Fraud helpline to appeal against the decision and also to understand the reason for the denial of fraud claim. I requested a written explanation for denying my claim however this has still not been provided 49 business days since the fraud was first reported. During this call, HSBC requested me to file a police complaint and send a copy of the complaint. On XX/XX/XXXX, i visited the XXXX XXXX XXXX police station and filed a criminal report, a written copy of which was made available to me on, XX/XX/XXXX. On XX/XX/XXXX, this police complaint copy was shared with HSBC via an email ( attached ) A number of phone calls were subsequently made to HSBC to follow up on my claims however the claims continue to be outstanding and the bank continues to request me a full payment of the 28 transactions. HSBC has also not provided any timelines to the resolution and the responses to my calls to the Fraud helpline have resulted in random answers. My latest interaction with HSBC Fraud department was on XXXX XX/XX/XXXX during which i was told that HSBC has a 90 day timeline to resolve the fraud claims and i should have been notified about this timeline during my first interaction on XX/XX/XXXX. However i was not notified about this timeline on XX/XX/XXXX moreover the HSBC letter dated XX/XX/XXXX clearly stated that the matter stands closed and i am expected to make the payment in full. I would like to bring my case to the CFB to seek help in getting a resolution to the 28 fraud transactions against my HSBC Credit Card. These transactions were executed by an impersonator who seem to have stolen my card sometime after XX/XX/XXXX. Details of the documents attached : 1. ) HSBC Dispute XXXX XXXX : Latest HSBC Credit Card Statement 2. ) HSBC Transaction History.xls : Transactions highlighted in RED are fraud and i am requesting HSBC to reverse them 3. ) XXXX : Copy of the police complaint 4. ) Re_ Credit Card Fraud Complaint - XXXX XXXX.XXXX : Copy of my email follow ups with HSBC so far.
Company Response:
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2020-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Today, XX/XX/XXXX, I tried calling customer service and there was no answer. I reached out to HSBC on the chat line to ask about my balance. They still have had my account suspended. Last Saturday, I went into a branch in XXXX CT. The tellers were on hold with the HSBC customer service for quite some time, by the time they had spoken to someone and completed the call it was over 21 minutes. At that time, I was assured I would be able to do telephone banking and online banking. I have not been able to access my funds. Prior to last Saturday, I had spoken with someone in the security department, sent my id, spoken to someone online and reached out via twitter. In the middle of a pandemic I have not had access to my money. The original issue began when I did a mobile deposit to my newly opened savings account ( the check by the way was from a state agency ) and they suspended my account. Opening the savings account was a fiasco too because I received mis-information and was told to apply for a separate account and had to complete 5-6 pages of information ( even after I had opened a checking account ). Another representative said that that was the wrong procedure and I had to cancel that account and reopen a different savings. I called, I wrote and still no service about the suspension of the account. Resolution desired : I want my money out of this bank. I can either get my balance and transfer the funds somehow or they close the account and refund me my money. I ALSO want 7 x the amount of money at its highest that was in my account. I have been more than inconvenienced, I have XXXX XXXX XXXX and this has XXXX me, I have had XXXX XXXX, no access to funds meaning no money for gas, groceries or transportation in a pandemic. I WANT HSBC to be held accountable for my suffering and be fined. Prior to today 's email here is what I recieved : FDIC Logo XX/XX/XXXX Ref. No. : XXXX Re : HSBC Bank USA , National Association Dear XXXX XXXX : Thank you for your correspondence, which was received by the Federal Deposit Insurance Corporation ( FDIC ). The FDIC 's mission is to ensure the stability of and public confidence in the nation 's financial system. To achieve this goal, the FDIC has insured deposits and promoted safe and sound banking practices since XXXX. We are responsible for supervising state-chartered, FDIC-insured institutions that are not members of the Federal Reserve System. Based on our review of your correspondence, the bank you referenced is under the direct supervision of the Consumer Financial Protection Bureau. We are forwarding a copy of your correspondence to this agency at the address below : Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX, IA XXXX Website : www.consumerfinance.gov Telephone : XXXX Please direct any future concerns to the Consumer Financial Protection Bureau. Thank you for taking the time to submit your correspondence. Sincerely, Consumer Response Center Federal Deposit Insurance Corporation Division of Depositor and Consumer Protection Telephone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX cc/enc : Consumer Financial Protection Bureau
Company Response:
State: CT
Zip: 06810
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I did a balance transfer for a 0 % rate with HSBC back in XXXX and just realized today ( XX/XX/XXXX ) that I've been getting charged over 16 % interest on it. I have never received a statement or a letter telling me I wasn't getting the 0 % and in reviewing finances today saw this. I attempted an online chat with the company then had to call twice and explain the situation having been disconnected the first time and was told that the offer expired XX/XX/XXXX but they didn't process it until XX/XX/XXXX which is why I didn't get the offer rate. I told them I didn't agree to paying the higher rate and someone should have contacted me to ask if I still wanted it processed. I paid it off immediately today after finding this out but want them to refund the finance charges as I've now been charged {$560.00} I wasn't expecting on this over the last 9 months. I feel as though I've been cheated and am blown away they could do this without notifying me that I would paying over 16 % on this, I never would have had them process this balance transfer had I known that. They said they can refund me {$26.00}, a half month of finance charges but that is it. I have asked for it to be further elevated but I'm not confident that they will.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: HSBC Premier Service Center. XXXX XXXX XXXX XXXX, NY XXXX XXXX XXXX XXXX XXXX Case : Federal Transaction No. CHIPS XXXX USDXXXX. This is vital to the HSBC to trace the transaction apparently. Compliance Dept. On or about the XXXX XX/XX/2020, Mrs XXXX XXXX, a citizen of California, used an online CHIPS transaction through XXXX XXXX XXXX to send to my account with the HSBC USDXXXX. My account ends in XXXX. This was to pay 2 months rent ( XXXX and XXXX ) for her son to reside in our tenement accommodation in XXXX, XXXX XXXX. She has previously made quite a number of payments at the appropriate times and there has not been a problem. On the above date the transaction was successful for her, however, the amount of USDXXXX did not appear in my account. This caused a problem with the sender who felt she was not trusted even though I steered clear of making any suggestive comments as she had paid many times before. I rang the HSBC Premier and Fraud numbers several times over a few days as per the telephone menu guidance of the HSBC line. On every single occasion the HSBC stated that the amount had not manifested itself and there was no trace at all. To all intents and purposes it appeared that Ms. XXXX may not have been telling the truth. She gave me only few details that she had been given to her bank by the HSBC that they had launched an " investigation '' into the payment with undertones that it may be money laundering. WOW, so over the top by my bank without looking at my account where it would show Ms. XXXX 's previous payments. She persisted with XXXX XXXX XXXX and received information from correspondence that the HSBC had requested my date of birth and my gender and that she should be asked for these details! i will not repeat what her feelings over the matter were. Meanwhile I was completely without any contact from the HSBC inquiring about it - Yes! I am the account holder and left completely in the dark about these monies. I am both surprised and amazed that this inept attempt at making an investigation was made by the HSBC so called Compliance Department. Of course she did not know my date of birth. How silly is this and contrary to data protection values. I recontacted Ms. XXXX who had become stressed, as myself, as to what was going on as she and I were now " under investigation ''. Getting very frustrated with the HSBC I was even more determined to find out what the HSBC was doing with my money. She eventually managed to get hold of a federal transaction number under the CHIPS scheme as stated above. I gave this to the HSBC and finally it came up with the 'Compliance Department '. Suddenly there was a 'tracing to my account ' well known to their system yet no-one else in the HSBC knew about it. I left a formal complaint with the HSBC and the lady who answered me stated she had registered it. I am convinced, and will not be told otherwise, that my account had been randomly selected to boost the " compliance ' department 's statistical record to satisfy the executive. Personally I, as an XXXX XXXX XXXX and retired XXXX XXXX XXXX, suggest that the so called Compliance Department has a 'shake up ' of its system and people running it. Both I and Ms. XXXX have no record or other transactions to ' flag up ' a problem. Meanwhile with no contact from the HSBC to date, still wondering where my money is, how dare the bank keep my money without telling me and with no interest to be attached I have no doubt, banks being what they are reputed to be as on the 'mean ' side. This money pays service people, repairs, maintenance and service parts. I could go on but this action has caused me endless concern, stress and lack of sleep. If they keep doing this to people without just cause, we all could be out of business whilst the bank thrives from our monies. It is totally unacceptable and deplorable with the shabby way this transaction has been handled and my and Ms. XXXX 's treatment to boot.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I called HSBC bank to do a balance transfer from XXXX XXXX in the amount of {$4100.00} HSBC bank systems took over after I already spoke with the HSBC agent that helped me do the balance transfer over the phone and sent {$850.00} to the wrong account agent said it was a system error on HSBC part it went to the wrong account then the system took over again and did a {$3300.00} transfer to XXXX XXXX. Still today I did not authorize a {$3300.00} transfer I authorized {$4100.00} transfer this has been going over for a month now trying to get this fixed I spoke with head supervisor no credit card department mr. XXXX as he promised he would fix this situation immediately every time I call he is unavailable and it is still unresolved and it is a fraudulent transfer that has not been authorized for {$3300.00} only for {$4100.00} has been authorized I need help to resolve this as I am getting nowhere
Company Response:
State: TX
Zip: 759XX
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A