Date Received: 2020-02-23
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: HSBC has been contacted several times about a jewelry scam from XXXX XXXX for XXXX the jewelry is fake and was sold to us under false presence also a damaged fake item. I sent several emails to merchants and told him i was going to take to jeweler here and he was begging me not to which is very suspicious and made it seem clear his jewelry was fake. I asked for this to be taken off the charge as we tried reasonably and diligently to have this taken off, XXXX XXXX is not a reputable place to due business with and we have made several attempts with HSBC also.
Company Response:
State: IL
Zip: 60462
Submitted Via: Web
Date Sent: 2020-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-23
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This complaint is about an error made on behalf of HSBC and XXXX XXXX, which cost me {$1000.00} without any wrongdoing on my part. On XX/XX/2019, I made a credit card payment to HSBC for {$1000.00} from my XXXX XXXX Account using a debit card. The amount was recorded once by HSBC on XX/XX/2019 as expected ; however, on XX/XX/2019, when the payment posted to my XXXX XXXX account, it was recorded as two transactions, each for {$1000.00}. I disputed this transaction with XXXX, and they issued me provisional credit on XX/XX/2019 for the extra {$1000.00} charged to my account. Then, on XX/XX/2019, HSBC adjusted the original payment I made on XX/XX/2019 and deducted {$1000.00} from my HSBC account. As a result, the initial payment was reversed once from HSBC, but only once from XXXX despite being charged twice. Therefore, I was deducted an extra {$1000.00} for no reason. When I contacted XXXX to ask them about this dispute, they told me that it was already resolved on their end and that I needed to contact HSBC about their reversal of my payment. So, after contacting HSBC, they have consistently refused to take steps to reverse this charge on my account, despite several attempts to communicate to them. Since the {$1000.00} was deducted from my account in XX/XX/2019, I have contacted HSBC several times and performed everything they have asked within my power. I even had two different three-way calls between HSBC and XXXX so that there was a verbal understanding between all parties. HSBC has asked me to fax them information regarding this dispute, to which I have done three different times. The first time I sent them a copy of the dispute resolution from XXXX ; however, this was not good enough as they wanted a record of the transaction. Then I faxed them a copy of my bank statement from XX/XX/2019, which showed the transaction. This information was also not good enough for them, and they wanted me to have information directly from the bank. On the second three-way call between HSBC and XXXX, XXXX said that only a branch could give a customized letter about the account. So, I went to my local XXXX branch and obtained as much information about the transaction as they could give me and faxed that to HSBC. This information was still not good enough for them. After the last denial of my request, HSBC said they want my records to show the following : transaction details about the double charge, complete account number, routing number, transaction reference number, date, and time of transfer. The problem is that they have all of the information they need from the information that I have given them. The other problem is that XXXX will not provide me any more information about this transaction than they already have. I have followed all of HSBC 's steps to resolve this problem and went through all of the proper channels with XXXX as well, but this issue has not been resolved. It has been ongoing for about XXXX months, and I am still at a loss for {$1000.00} for a problem that the banks made, not me. I require assistance from the consumer financial protection borough in resolving this matter. The ongoing dispute is between HSBC and XXXX, I am just a middle-man who is charged {$1000.00} without having it returned. This is theft.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2020-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-22
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have an account reporting negative activity on my credit report that is currently older then 7 years old since any activity on the account. The balance on the account is approximately 4100. However most of this is just interest and I was young and stupid and couldn't keep up with high interest rates. Accounts in collections should only stay on credit reports for 7 years, and im getting information that this negative account will not come off for another 3 years. Seems the lenders are taking advantage here
Company Response:
State: NY
Zip: 11209
Submitted Via: Web
Date Sent: 2020-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-21
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: Two charges in the amount of {$160.00} each were posted to my HSBC credit card - one in XX/XX/XXXX and one XX/XX/XXXX ; both charges are fraudulent and unauthorized. Due to difficulty accessing my account online and by phone, I did not become aware of these until XX/XX/XXXX. When I spoke with HSBC fraud dep't. in XXXX, I was promised ( in a recorded conversation ) the refund of both charges. Now in repeated calls they are refusing to refund the earliest charge due the length of time since it occurred. Today I was given a number for the 'presidential dep't '. When I called I was unable to speak with anybody and could only leave a message. I typically have to spend a half hour or more on the phone with no resolution. ; The company has proven to be the most difficult credit card company I have EVER dealt with.
Company Response:
State: MN
Zip: 55124
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My Name is XXXX XXXX and i am filing a complaint Against HSBC BANK USA NA On the month of XX/XX/XXXX i logged into my HSBC BANK USA NA Bank credit card app to view my credit card balance and i saw 3 suspicious transactions that combined make a total amount of {$3100.00} from XXXX XXXX from purchases i did not make. That same month of XX/XX/XXXX HSBC BANK USA NA had sent me a text message to my mobile phone informing me of fraud activity of a purchase made at " XXXX XXXX '' of {$31.00}. I panicked and started to look for my HSBC BANK USA NA Credit card to see if i had it in my wallet or at home and i could not find my credit card anywhere. Very worried about the situation that was happening to me i decided to give HSBC BANK USA NA a call and i spoke to an agent from the fraud department and i explained to him that i am seeing charges in my account that i did not make and asked him what is going on?? This Bank is suppose to be a professional and trustworthy bank, why are they charging me for purchases i did not make? He proceeded to help me and filed a claim and a few days later i noticed that the amount was not in my account anymore. I felt safe knowing that the bank had taken care of the situation. They sent a new card. Ever since this situation happened i was afraid to even use my New card so up until this day it's been unused. This month XX/XX/XXXX I received a phone call from an HSBC agent stating that i needed to make a payment on my account that it was past due. I knew something was wrong because i have not used the card. As i log in i see that the amount of {$3100.00} is back on the account as if a claim had never been done. So i decided to call again and ask what happened to the claim. An agent named XXXX id # XXXX, said that they put the charge back on my account because they needed more paperwork. I was very confused because on the first phone call the agent told me that i did not have to worry about anything and that the charge was going to be removed and that my account was going back to normal to XXXX balance. If they needed paperwork, why didn't they tell me on the first phone call or send a letter to my home or email during the week the fraud on my account happened? why did they lie saying that everything is going be ok and back to normal? This is very unprofessional. I explained this to XXXX id # XXXX and she said that she couldn't do anything about it and that i needed to file a police report giving them the details of what happened 2 months ago back on XX/XX/XXXX. I asked XXXX id # XXXX why didn't HSBC tell me about the police report when i called the first time in XXXX? Why did HSBC wait 2 months when it was already too late to file a police report?? I told XXXX politely to please get a supervisor on the phone and she told me that the supervisor is busy and he will call me back, the supervisor never called me back. I called back the next day to speak to the supervisor and they told me it was passed XXXX and that the supervisor went home and that he will give me a call back tomorrow, and again i never received a phone call from the supervisor This month of XXXX " Two months later '' after the incident happened and i was told everything was ok and not told any paperwork was needed, i went to the police station because XXXX id # XXXX told me thats what i needed to do. At the police station the policemen told me that it was too late to file a police report because 2 months have past by already and this report needed to be done the first week and that since 2 months have passed by, the criminal might have already fled and cameras have probably gotten reseted by now. I got home and decided to inform HSBC BANK USA NA about what the policemen told me at the police station. I called the bank and spoke to an agent named " XXXX '' and he said that he still couldn't do anything with out any paperwork, that a supervisor was going to call me back, and " AGAIN '' no supervisor called me back. On Tuesday XX/XX/XXXX i was traveling out of state and i called early in the morning and asked to speak to a supervisor, and again none was available so i told them please tell the supervisor to give me a call before i get on the flight, to call me before XXXX they said ok, and the supervisor again did not call me back, again very unprofessional. I called again on Wednesday XX/XX/XXXX and spoke to an agent and told him I've called many times this past week and begged him to please get a supervisor on the phone, he made me explain the whole situation to him again and then did a verification process and texted me a code to my phone to verify that it was me. After that he put me on hold and i waited 15 minutes to " FINALLY '' speak to a supervisor. The supervisor 's name was " XXXX XXXX '' he said he could not provide me with an id number but only his full name and that i would be able to find him with this name only, and no id number was needed. I explained the whole situation to the supervisor and he told that me that he still needs a report to complete the process, i explained to him what the policemen had told me at the police station and he still did not want to help me. I also told him that HSBC should have mentioned this police report the first day we spoke on the phone and not lie to me and say that everything was going to be ok and back to normal. I am 2 months pregnant and i also suffer from anxiety and panic attacks, i work a full time job and i am a mother of a XXXX year old child and i also provide care for my nephew and niece it is really hard for me to get out of the house and make trips to the police station which is miles away. I have been very compliant with HSBC BANK USA NA and they have wasted my time and are still charging me for something i did not do. I read that as an HSBC customer, I am automatically enrolled in their Fraud Alert program which states that i am protected under their " Zero Liability '' Policy unauthorized transactions. Their website also states the following statement : " Have peace of mind knowing that HSBC Bank USA, N.A. won't hold you responsible for unauthorized transactions. As an HSBC Debit or Credit cardholder, Zero Liability applies to your purchases made with your U.S.-issued Debit or Credit card in the store, over the telephone, online, or via a mobile device. As a cardholder, you will not be held responsible for unauthorized transactions if : 1. You have used reasonable care in protecting your card from loss or theft ; and 2. You have promptly reported to HSBC Bank USA, N.A. when you knew that your HSBC Debit or Credit card was lost or stolen. If you believe there has been unauthorized use on your account and you meet the conditions above, rest easy knowing you have the protection of the Zero Liability promise. To learn more about additional protections with respect to unauthorized transactions, please contact HSBC by calling the number on the back of your card. Zero Liability does not apply to the following ( or certain ) Mastercard payment cards : Commercial cards, unregistered prepaid cards or gift cards. '' Nowhere on the website does it say i need paperwork to be protected. the terms also state that they would monitor my account 24/7 and send me text messages of fraud alerts, and the never sent me notifications for the 3 XXXX XXXX transactions, they only sent me a text message notification for a XXXX transaction. You can read their Fraud Alert & Detection terms and policy on their website, which i have copied and pasted below : https : //www.us.hsbc.com/credit-cards/fraud-alert/ I will also attach screenshots of their policy. I think HSBC Bank USA, N.A was being really shady, and tricked me into believing everything was ok, and than put the charge back on the account 2 months later knowing the police were not going to help me, forcing me to having to pay the balance so i would protect my credit history and not damage my credit score. If this is so they are in for a big trouble i am in the middle of buying a house and I am also worried that HSBC Bank USA, N.A will damage my excellent credit report, which will require me to make strong legal actions against the company. My lawyer has advised me to take HSBC BANK USA NA to small claims court but i strongly believe that there can be a better solution to this. This whole process has been affecting my mental stability and i am concerned for my health. Please help me by finding a solution for this matter.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2020-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Between XX/XX/XXXX and XX/XX/2019 I had fraudulent charges show up on my hsbc account hsbc notified me of the charges they cancelled my card and sent me a new one but then they transferred the fraudulent charges to the new card I called and notified them of the mistake but they wont remove them and they keep adding fees to fraud charges I have spent hours on the phone with hsbc and recieved many calls from the collection department but there collection department doesnt handle fraud charges so it ends up recurring over and over I have not used my hsbc card since I was notified on the XX/XX/XXXX and I have not used the new card hsbc sent me yet my account is showing 2 cards with a total of XXXX
Company Response:
State: UT
Zip: 84119
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Sue HSBC plc bank and XXXX XXXX XXXX for XXXX each total XXXX asking for money to pay clearance certificate lawyer asking XXXX dont have that kind money right now XXXX XXXX Thanks reading this XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Located at XXXX, XXXX XXXX, XXXX XXXX. XXXX XXXX XXXX XXXX, U.S. Department of the Treasury, Chief Legal Officer, HSBC Holdings plc, XXXX, XXXX. Justice XXXX XXXX XXXX Email : XXXX Sent from XXXX for XXXX Freeze my account of XXXX XXXX dollars for clearance certificate
Company Response:
State: UNITED STATES MINOR OUTLYING ISLANDS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2020, I have made a payment to my credit card by cash for the amount of XXXX USD. Before making this cash payment of XXXX USD, I was explicitly told by the HSBC branch employee that my payment will show as an available credit on the next business day ; however, this was not the case. Historically, there was a payment of XXXX USD that was returned to the original source per my request which triggered an account review of my credit card ; however, per my phone conversation with the HSBC employee, the restriction was placed on the XXXX USD amount which was made by cash because the funds may get reversed again. I explained to the HSBC employee that, per my understanding, a cash payment can not be reversed but HSBC insisted that I must wait 10 business days even though the payment was made in-branch by cash. Attached is a receipt confirming the payment was made by cash. This payment was made by cash as I really would like to use HSBC 's 0 % APR promotion to transfer my balances over ; however, I am already over the 60 days period for this promotion and now because of this restriction the promotion period has ended and I am unable to transfer my balances using this promotion. I was planning on transferring my balances ; on XX/XX/XXXX, a day after I made the cash payment ; however, I was unable to do so because my account has been restricted.
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2020-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-12
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied and was approved for HSBC Premier World Elite MasterCard credit card. One of the advertised benefits of this card is a membership to a lounge service called XXXX. Each time I try to register for XXXX membership, they tell me the card is not valid for membership and tell me to contact HSBC, the bank. The bank tells me there's nothing they can do.
Company Response:
State: FL
Zip: 33185
Submitted Via: Web
Date Sent: 2020-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-12
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I received an offer in the mail from HSBC to get a {$370.00} bonus if I were to open a new checking account, bring in {$10000.00} of new money and leave it on the account for 90 days at least. I opened in XX/XX/2019 a new checking account at HSBC, as a new customer and deposited {$10000.00}. In XXXX, I called HSBC customer service telling them that I wanted to close the account but noticed that the {$370.00} bonus was not deposited. They said that they would open a case but that I could not close the account if I wanted the bonus. I then went to a branch and withdrew my {$10000.00} through a cashier 's check, waiting for the bonus to get credited soon. In XXXX, still no {$370.00} and I had received a letter stating that my account was overdrawn and in collections. I called HSBC customer service to understand what was happening. They said I was charged a monthly maintenance fee since I had not met the minimum balance requirements. I told them about the open case for the {$370.00}, which was the only reason why I did not close my account, waiting for the money to be credited to my account. They said they would look into it, make sure I get the {$370.00}, send me a check and close the account. And as a courtesy wave the monthly maintenance fee I was charged! In XXXX, I received another letter from HSBC stating that my account was overdrawn and in collections. I called HSBC customer service again and someone said they had to look into the case that was open for my {$370.00}. They called me back that afternoon to outline ( without explanation ) that I did not qualify for the {$370.00} they had promised me and that they had closed the account.
Company Response:
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2020-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A