Date Received: 2019-11-15
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have had this account less than 60 days. This is my 2nd complaint I am filing. I am a XXXX and I work for another XXXX in XXXX XXXX. I am requesting the CFPB really look into this complaint -- a normal consumer may not know the avenues to take. I wrote a check for XXXX to my landlord. Check number XXXX. My account balance exceeds {$5000.00}. I received a vm yesterday XX/XX/XXXX requesting I call HSBC. I was working and was not able to call them back before they closed at XXXX XXXX EST. I also received an email. I called HSBC this morning XX/XX/XXXX. I verified my information and that the check was valid. I was informed that the check had been returned and that I was okay to write a new check. The reason the check was returned -- my signature on the check did not match the signature on my account. I proceeded to inform them my account was opened online -- there was no signature on my account. The signature also matches the other checks I have written and cleared the account. Now my reputation with my landlord is tarnished as HSBC returned my check without proper cause -- when I had the funds in my account. I will be charged a late fee from my landlord and any other fees that he incurs as a result of HSBC returning a check when I had funds in my account. HSBC should be responsible for these fees due to their errors. Again I asked to be transferred to the complaint area of HSBC and was told there was no such area. I asked to be transferred to the executive office and again was told that I could not be transferred. HSBC has no way of internally escalating customers complaints when they call into HSBC. They have no way on their website for contact information. Most consumers would just get frustrated and not pursue the compliant. As I am in banking, I know that I can get a proper response by go to the CFPB. This should not be the case. This bank should be required to have an internal mechanism that a consumer can access to escalate concerns with the Bank. I don't want the canned general response. I want this bank to actually do something and fix their practices -- they make life difficult for other banks. I will be closing my account and going to another bank. This is ridiculous at this point.
Company Response:
State: OH
Zip: 450XX
Submitted Via: Web
Date Sent: 2019-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX, I used online chat to request to transfer fund of my CD ending XXXX, which is due on that day, to my checking account. But on XX/XX/XXXX, I found that the other CD ending XXXX, which maturity date is XX/XX/XXXX, was closed on XX/XX/XXXX. I inquired via online chat right away and the bank admitted that an error took place on the back end, and someone from our processing team mistakenly closed the CD ending in XXXX. I requested the bank to reverse the unauthorized transaction. They stated that they couldnt. So I requested for a reasonable solution. My request is easy. I dont want to lose any interest cause I expect to hold the CD till maturity date, which I always did. XXXX, manager of their XXXX XXXX XXXX called in few hours and said they can credit me {$8.00} for the interest during XXXX XXXX. He didnt even mention that the bank has charged me a CD early closure penalty for {$81.00} until I asked. Upon I request, they credited 2 days interest and penalty right away. However, I still lose the interest I should have gained from XX/XX/XXXX to XX/XX/XXXX if the bank didnt mistakenly close the CD. XXXX stated that they can not credit future interests. So I ask him to find an alternative solution or instrument that can compensate for my loss. The interest rate of the CD is 2.47 %, APY 2.5 %. Of course, theres no such high yield CD now. So he said he will try to find out a solution. I waited till XX/XX/XXXX and got no response so I inquired via online chat again. After a 1.5 hours wait. The representative told me the case is closed and I will not be able to get any further funds. In the end she/he even stated that Upon reviewing I see that it was requested from your end for the account to be closed and transfer the funds to checking account. Obviously the prior 1.5 hours she/he didnt understand the whole picture of the case, which is totally wasting my time. I've attached the online conversation on XX/XX/XXXX and XX/XX/XXXX and highlighted the main points.
Company Response:
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2019-11-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I made a XX/XX/19 payment to HSBC bank for a consumer credit card ending in XXXX through an auto-payment set up to take the entire statement balance out of my account. Unbeknownst to me, the payment failed due to insufficient funds in the payment bank and the issue I have is that the credit card company HSBC failed to post the failed payment back to my account for 31 days and they waited to post it back to my account until a day after the next autopay posted ( the autopay was set up to pay the full statement balance on XX/XX/19 which did not reflect the returned payment ). HSBC waited until XXXX to post the returned payment. When I researched with the payment bank, I learned the payment was attempted and failed on XX/XX/19. The funds were never taken out due to a hold that was on a check that I had deposited. Thus HSBC ( the credit card bank ) would have had a failed pay and known that within 3-4 business days that the funds failed to come out of the payment bank, yet they sat on the return payment without posting it so that it wouldn't be paid off in full with the XXXX autopay, allowing them to unjustly enrich themselves by collecting additional interest from waiting until I received the XXXX statement ( 2 statements later ) and noticed that there was a problem. Any ethical bank would have posted back within a few business days and then at worst the funds would have been taken out with the next auto-payment. At best, they would have sent an email notifying three days after the payment that there was a payment issue ( I have email spam from them constantly so they have no trouble sending to me ). According to HSBC 's operators, no attempt was made to notify me there was a problem with a payment. On XX/XX/19 I spoke with several operators and several supervisors/operators that were supposedly managers with the company yet didn't seem to have any authority to resolve what seemed to be a fairly straightforward issue. Two of the four operators were XXXX XXXX, XXXX XXXX # XXXX. Had HSBC posted the failed payment back to my account in a timely manner, I would have been able to immediately taken care of the issue through autopay in XXXX or a manual payment. Since they didn't post the failed payment in a timely manner, when the returned the funds back they posted it on XX/XX/19 yet did so retroactively to the original payment date yet and thus charged me massive interest in arrears which I had no idea were accruing. All interest charges should be reversed since HSBC did not post the failed payment back in a timely manner so that 1 ) the following month 's XX/XX/19 autopay would take care of it, 2 ) or I could personally take care of it through an additional manual payment. I've already set up a payment for the failed payment as soon as I realized there was a problem which was on XX/XX/19 when I noticed the problem upon logging into my account.
Company Response:
State: CA
Zip: 92708
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: Its not fair they way hsbc is treating my credit card application I apllied on weekend I call them to see the status I have a fraud alert they transfer me to Security since they said they must speak with me To confirm my identity when I speak to them they refuse to process my application and tell me they have others in front of me this is not nice
Company Response:
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-11
Issue: Getting the loan
Subissue:
Consumer Complaint: HSBC Bank, USA is granting loans based on US citizenship, which, in my opinion, appears to be a violation of ECOA. About two months ago, I was denied a credit card, though I have good credit, because I am not a US citizen. Last week, I received a pre-approval letter to apply for a personal loan. The application again indicates, unquestionably, that only US citizens are eligible to put in applications for loans. I could not complete the application beyond the citizenship question. So this morning I called to draw their attention to the fact that, under ECOA, one could not deny. a loan to anybody because of their national origin. After putting me on hold to enable the customer service representative confer with her superior, she stated to me in no uncertain terms that I have to re-apply after I become a US citizen even though I drew their attention to the fact that it is forbidden to deny credit to anyone based on their national origin.
Company Response:
State: GA
Zip: 30314
Submitted Via: Web
Date Sent: 2019-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-08
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened an account, set for auto renewal in XXXX at the HSBC at XXXX XXXX XXXX in XXXX. It renewed several times without error. The last auto renew was set for maturity on XX/XX/XXXX. The interest was never added AND the account never auto renewed. I never received notice of this maturity and the {$5000.00} sat in my online banking. On XX/XX/XXXX I logged into my banking and noticed the CD was closed and the money was gone. On a phone call that day, HSBC said they had cut a check and mailed me a notice as to why the account was closed ( these were went XXXX ). As an act of good will, I was told the check was cancelled and the {$5000.00} ( without the two terms of my 0.075 % interest in two 6 month auto renewed CDS ) would be deposited on XX/XX/XXXX into my savings account. By XX/XX/XXXX, the money hadnt arrived. Now customer service is refusing to give me details on where the money is and if I will get it back. The bank never notified me in writing, phone call or email about : -- any maturity to the account after XX/XX/XXXX -- why the account was closed -- why the CD did not auto renew -- where the funds would be relocated ( via check or deposit ) I am currently without answers and no one from a branch or customer service will give me an answer as to what happened to my funds and if I will be getting them back.
Company Response:
State: NY
Zip: 11206
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My father is XXXX years old and has a premier account with HSBC bank in XXXX. I have been bringing him to the branch on XXXX XXXX. the last couple years for his banking needs. Some of the staff at this branch know us & we have an investment consultant who has been helping my father 's investment accounts since the accounts were opened several years ago. On XX/XX/XXXX, I brought my father to the bank to get some bank statements for the investment & money market accounts. One of the staff provided us the statements for the money market account & told us the investment account statements are being handled by the investment consultant only & she is out of the office. I told her that's not a problem & I can call her directly to schedule the appointment & come back next time. While I was reviewing the money market bank statements, I had some questions regarding three of the deposits that were rejected ( bounced checks? ) last month. I asked the staff if she could print out the supporting document for these items so we could investigate what the problems are. While we were waiting to receive the supporting documents for these issues, this person ( later I found out his name is XXXX XXXX-Bank Manager, who we never met before ) approached us & told us : " I need to see him ( my father ) alone, you need to stay here ( waiting area ) ''. Then he ordered my father : '' Come to my office ''. My father looked at me & wondered what was going on. My father got up & tried to follow him to his office. I also got up & tried to assist my father ( who's using a cane for support, I normally assist him because even though he's in good health & him mind is still very sharp & clear, still he's XXXX years old & we always trying to assist him if possible to make sure he wouldn't fall ). XXXX saw me trying to walk with my father to his office, he shouted at me : " You need to stay here & can't come in ''. I wondered if XXXX understood his liability & HSBC 's liability if my father fell during walk to his office? Inside his office, I heard XXXX ask my father : " What do you need? '' My father told him he would like to know the balance in his investment account. XXXX wrote it down on a small piece of paper & gave it to him than asked : " What else do you need? '' My father was getting irritated by XXXX 's rude behavior & told him : " I would like my daughter to come in to represent me ''. I went into his office & right away he told me : " I can only talk to your father but not you ''. He kept on shouting the same thing over & over again even though my father kept on telling him that he wanted his daughter to represent him. We both felt so furious about XXXX 's rude behavior that I told him : " I really don't understand how you run your business ''. XXXX got so angry from what I said then he shouted loudly & pointed his finger towards the front door : " GET OUT OF HERE & YOU ARE NOT EVEN MY CLIENT ''! He shouted the same thing three times & the entire office could hear him. This type of behavior by a bank manager is outrageous & totally uncalled for. It's a shame that HSBC has a person like XXXX XXXX as a bank manager. Not only did he offer no customer service, he treated us like criminals & humiliated us in front of everyone in the bank. I understand that he never met us before & was trying to be careful, but we were there just to ask for, but not demand, documents. Knowing my father has the accounts with them & our investment consultant has been helping us for years, he could have just referred us to see her for our need, we would be more than happy to come back instead of being treated like criminals for such simple request. I am sure our investment consultant would have made her professional judgement as of what to provide or not. HSBC management should follow up with XXXX XXXX & to make sure such a horrible experience that happened to us will not happen to other HSBC customers again.
Company Response:
State: CA
Zip: 95148
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: The company identified itself to me as XXXX XXXX XXXX from the number XXXX. They actually contacted my sister in law on her cell phone to message me. When I called the number above they left, a representative, XXXX XXXX, verified my social security number. She offered this number, it was not supplied by me. She claimed to be collecting a debt owned to HSBC Mastercard of {$2000.00} approximately incurred in XXXX of XXXX. When I requested information in writing she became aggressive and said if that was my social that I could not dispute the owed amount and would have to wait for my soupena to court and the charges would increase to {$8000.00} or more. XXXX also indicated that HSBC had closed the account, written off the monies due and deleted the file and would not be able to respond to inquiries regarding my account. I contacted them at XXXX re : file # XXXX today XX/XX/XXXX at XXXX. I have never held credit with HSBC or any other Mastercard bank.
Company Response:
State: OH
Zip: 44039
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: I have obtained evidence from the merchants and the transaction bank to confirming that the two payments have indeed been confirmed as fraudulent, and the merchant has not charged any money to my cr edit card HSBC bank. However, I received the two payments from the HSBC credit card bill. I passed the evidence to HSBC and complained to HSBC. The HSBC credit card department ignored it and did not respond. Please ask HSBC to return the two fu nds : {$1900.00}, and return the interest charges already charged.
Company Response:
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: XX/XX/2019 I closed my account in that bank. ( Acc # XXXX, routing XXXX ). Worker assured me that the account closed and can not be reopened. ( I have those papers ). But today XX/XX/2019 I received the letter states that I owed {$15.00} to HSBC bank as " overdraft ''. I logged to my account online and find out that the bank did not close my account and tried to make money on me by charging " monthly fees '' ( {$30.00} by today 's date ). Please protect me from bank fraud and order them to close my account as I did at XX/XX/2019 visiting branch at XXXX XXXX XXXX, XXXX XXXX, XXXX in person.
Company Response:
State: NY
Zip: 10306
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A