Date Received: 2019-12-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, my credit, debt, and health savings accounts were physically stolen from a fitness club without my knowledge. The bank called me on XX/XX/XXXX to ask about purchase being made at the XXXX XXXX. I looked into my wallet and realized the cards were gone and the bank shut off both cards. They initially refunded the entire balance($XXXX on one card, $XXXX on another card for a total of $XXXX) back but then denied the fraud claim and took the funds. They claimed this was because I did not get a police report. A customer service representative claimed once I submitted the police report, I would receive the funds back she was so confident she gave me her employee number, XXXX employee #XXXX. They also indicated I should not pay the balance down due to it being fraud. After a few weeks/months I decided to pay the balance in full because the matter was not making any progress and the interest charges were starting to add up. I received the police report on XX/XX/XXXX after months of bad communication or information from my bank. Apparently over a certain $ amount if you do not provide a police report, they deny your claim. This would be nice to know, they claim they sent a notice to my home which I also never received. They told me at least 3 times the police needed information from me and each time I called the police station this was not the case. I talked to the officer many times who was assigned to my case (Officer XXXX PD) and she even offered to call the Fraud Team with me. This did not work either as the fraud investigator was almost impossible to reach, his name was XXXX XXXX XXXX. I even inquired the help of two different HSBC Managers(XXXX CT- XXXX XXXX XXXX and XXXX NY-XXXX XXXX XXXX) and they struggled to contact the team as well as they are a separate department from retail bank operations. I finally threatened with a lawyer(XX/XX/XXXX, bank responded XX/XX/XXXX) and asked for the badge numbers of officers they claimed they talked to(XX/XX/XXXX, no response from the bank). I have heard from the branch/relationship managers that they denied my fraud claim for a second time because the point of sale system used at XXXX, one of the places I got frauded at, had a receipt with my email address on it. No one from the fraud team ever provided in writing a reason why I was denied. I know this is not a huge sum of money but it is mine and I want it back. The icing on the cake was I closed on my first home XX/XX/XXXX and these accounts were flagged as disputed accounts and came up in underwriting. I provided an explanation to XXXX XXXX XXXX and they approved my loan on a 30 day close. I went with XXXX XXXX XXXX for my mortgage even though the APR was higher because HSBC has lost my trust with the way they handled this matter.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: HSBC BANK acounts # XXXX XX/XX/2011 Balances {$2000.00} This account was closed and paid still in my report as a debt .... please invest immediately. Correct my report and eliminate all negative information
Company Response:
State: NY
Zip: 10009
Submitted Via: Web
Date Sent: 2019-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response:
State: MI
Zip: 48126
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: A debt to hsbc was paid as of XX/XX/2014 to XXXX XXXX, with XXXX XXXX XXXX showing as the owner of the debt. Today I was threatened with legal action on behalf HSBC by a company at XXXX. They refused to answer what state their lawn office was from. The attorney on the case was not available. The account number they had did not match my records. This is the second time I have been threatened with legal action.
Company Response:
State: IL
Zip: 60030
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I had applied to HSBC Bank via XXXX XXXX XXXX
Company Response:
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In late XXXX and XXXX, I kept receiving phone calls from HSBC local branch worker XXXX XXXX ( who I never worked with or known before ) to ask me to update my checking account and talking about investment opportunities. On XXXX, I went to XXXX local branch to meet with XXXX XXXX, I updated my current checking account to a premium account and applied for a new credit card there with XXXX XXXX. but I never received the new credit card. On XX/XX/2019 XXXX XXXX, I received a fraud alert message on my phone from HSBC, saying there is a {$1100.00} transaction on my card in XXXX, asked me to confirm if it was my purchase. I replied NO immediately and followed their procedure to call their fraud center to report the fraud and I told the receptionist that I never received the credit card. The receptionist confirmed that he acknowledged it, and the card was closed, and there would be a new credit card sent out. Around 5 minutes after our call with HSBC, I got another fraud alert message from HSBC, saying that there was a transaction of {$380.00} at XXXX 's clothing, and asked me to confirm if it was my purchase. I replied NO immediately and called their fraud center again, the receptionist said he couldn't see the transaction under my credit card, but he could see it under a new debit card. Until then I know that there was a new debit card was sent to me as well. As I was never notified in any form that a new debit card would be sent out. And I told him that I didn't receive the new debit card, the transaction is fraud, and also I asked if there were any other purchases made on the debit card, and I was told the {$1200.00} transaction at XXXX as well. I reported fraud immediately, and the receptionist said he acknowledged it and closed the debit card, and a new debit card would be sent out to me. On XX/XX/2019, I received the denial letter from HSBC regarding my debit card fraud transaction of {$1200.00} saying it was authorized and I should be responsible for the charge. ( For the debit card case I filed a cfpb complaint on XX/XX/2019 as soon as I got the deny letter, complaint case id XXXX ). On XX/XX/2019, I received the denial letter from HSBC regarding my credit card fraud transaction, saying that I have to be responsible for the {$1100.00} charge according to the cardmember agreement and disclosure agreement, and the balance has to transfer to a new account number. On XX/XX/2019, I called their fraud center, asking for an explanation of the denying, and the guy who claimed named to be XXXX and claimed to be the supervisor of the fraud investigation team told me that for the credit card {$1100.00} transaction as it is chip read, the physical card is used, that's why I have to be responsible. And regarding the debit card {$1200.00} transaction, at first, he told me that since the pin for the debit card was used, that is why it was my authorized transaction. I told him first we never received the debit card and never know about the pin, and according to our bank statement, as of XX/XX/2019, our account balance is only {$200.00}, the fraud transaction is {$1200.00}. How could that get approved and pass-through? And then he just changed what he said and told me that the investigator just got back to him, the {$1200.00} debit card transaction didn't use the pin, it was chip read as well. Since the physical card was used, so it is my authorized transaction. This is nonsense, I followed the procedure and reported fraud as soon as I saw the fraud alert messages. And since HSBC detected the {$1100.00} transaction, but they still let the transaction posted to my account on the next day which is XX/XX/2019. Is their fraud detection just a joke? The {$1200.00} transaction also posted to my checking account after we have enough account balance as our direct deposits went in on XX/XX/2019, which is the next day. Also, I tried to file a police report in the local police department, and the local police department needs affidavit forms from HSBC. We made a bunch of calls to the HSBC fraud team to ask for them, they always claimed that they sent it out, but I never received it until on XX/XX/2019 my wife and I spent more than an hour with XXXX ( HSBC fraud investigation team ) on the phone to make sure that he asked the investigator to send it over via email. After I filed the police report with our local police department using the affidavit ( fraud claim form ). The police report number is XXXX and the police department is XXXX Pct XXXX XXXX XXXX, XXXX NY XXXX. The detective assigned to this case XXXX XXXX needs the exact time for all fraud transactions in order to retrieve the video from the department stores to see who made the purchases. Even the detective complained to me that HSBC is very unresponsive, he couldn't get the response from HSBC. Today XX/XX/2019 I tried to call HSBC fraud team 4 times to ask for the exact time of the fraud transactions, One of the receptionists named XXXX told me that he needs to get one of the specialist to compile the receipt of the fraudulent transactions and they would get back to me today, but I never got call back, and the second receptionist told me that they don't have the exact time of the transactions, they only have the amount and the location of the fraud transactions. And finally, on the 4th call, the representative told me but for which I think the time is not accurate, cause she told me the {$1100.00} was made on XX/XX/2019 XXXX XXXX, but clearly my fraud alert message from HSBC was XX/XX/2019 XXXX XXXX. hence the transaction should on or before XX/XX/2019 XXXX XXXX. And she told me the {$1.00} transaction was also at around XX/XX/2019 XXXX XXXX. And they didn't have the {$380.00} transaction detail as it wasn't posted to my account. Additionally, I asked HSBC the below questions via email to their investigation team : 1 ) since I didn't receive the card, how the new credit card and the debit card got activated? 2 ) if activation was via phone, what the phone number was used? 3 ) if activated online, what the IP address was used to activate? 4 ) what information was provided to activate the cards? 5 ) As we already responded to the fraud alert message and followed the procedure, why the transaction still gets posted and we should hold responsible. Is HSBC fraud detection just a joke? HSBC never replied to me regarding my questions and confusion above. Definitely HSBC has huge problems internally in its procedure ( the new card activation process and fraud transaction detection process etc ), Due to HSBC 's negligence and problematic procedure and their attitudes towards the consumers, there might be a lot of existing victims and potential victims like me. Due to HSBC 's problematic procedure with new card activation and fraud detection, fraud transactions process, there will be more and more victims of fraudulent transactions if they use HSBC cards. I have been with HSBC for more than 15 years. And as of now, I know how messy the HSBC internal system is and how HSBC treated their premium account holders. It is really a nightmare to deal with HSBC. I need a fair resolution for this case.
Company Response:
State: NY
Zip: 11354
Submitted Via: Web
Date Sent: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Settlement for sale of XXXX shares of XXXXs was completed on XX/XX/XXXX for a net total of XXXX. Wire transfer from HSBC bank to XXXX XXXX XXXX XXXX account initiated on XX/XX/XXXX but amount has not been received. Multiple calls to XXXX XXXX XXXX and HSBC initiated between XX/XX/XXXX and XX/XX/XXXX yielded zero new information or retrieval of funds.
Company Response:
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On or about XX/XX/XXXX My employer, the New York city XXXX XXXX XXXX- XXXX XXXX XXXX XXXX reversed my Direct Deposit Account with my XXXX, HSBC USA , NA, a violation of CFR 31 Part 210. On or about XX/XX/XXXX, The HSBC USA, NA Main Headquarters, contacted my local branch and XXXX, the Representative said that I could open a NEW account for my Retirement Account, and that we would not talk about, or discuss, my DORMANT, inactive, old ( Original ) Account. The account in XXXX that was reversed a violation of federal Law pursuant to CFR 31 Part 210. Note : The violation of NYS Labor Law Article 18 section 472.8 ( Separation ) is on record FOIL. And the recent ruling from IRS, ( 2019 ). 1099-R
Company Response:
State: NY
Zip: 10029
Submitted Via: Web
Date Sent: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened a premier checking account with HSBC US on XX/XX/XXXX. Hsbc had a welcome bonus offer on their website of $XXXX if you open the checking account and receive a direct deposit of $XXXX monthly within the first 90 day of opening the account. the terms stated that the deposit will be deposited to my account within 8 weeks after meeting the requirements. I met the requirements in XX/XX/XXXX, so i should've received the welcome bonus in XX/XX/XXXX. I called HsBC 2 times and i also send them a message. The message i sent I received no response for. The calls both reps i spoke with they tell me will do an investigation and will call you back. I asked for a case number, but that was not provided and they told me we don't have a case number. Both reps never call me back. the welcome offer i signed up for is simeler to this one: https://www.us.hsbc.com/checking-accounts/campaigns/offers/
Company Response:
State: CO
Zip: 80111
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Open an account on XX/XX/XXXX after seeing advertisement of {$350.00} bonus when opening an checking account an depositing {$10000.00} within 30 days and keeping it in a linked account for 3 months. By XX/XX/XXXX, I have deposited {$10000.00} into the account. I transferred {$10000.00} into my linked savings as allowed by the terms of the offer. It has been nearly half a year and I have not received the promised {$350.00} offer. I have made 3 attempts to resolve this with HSBC, calling in mid XXXX, late XXXX, and XX/XX/XXXX. On the first call, the representative said their system for checking past offers was down and asked me to call back another day. I then called on the week of the XXXX and was told by the representative that they filled a case and I would be contacted by mail within 7 business days. He was unable to provide me with any confirmation number that the case was filed. After calling on XXXX, I discovered representative # 2 did not actually file a case and they would do so today. He then said I would have to wait 5 business days for a response. After trying to resolve this with HSBC for nearly a month and discovering I would have to wait another week, I decided I needed to find another way to resolve this situation ; thus I am filing a complaint with the Consumer Finance Protection Bureau.
Company Response:
State: CA
Zip: 94112
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A