Date Received: 2019-10-04
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I got a HSBC credit card about 2 months ago. I have never gotten a bill from then. I have called HSBC at XXXX several times and only get connected to a Fraud Team Member. They said the put a block on the card. They always transfer me to a different department, but I am placed on hole never to be answered. I always pay my bills on time. This company will not send me a bill or let me register online to make payment. They will not even give me my total balance.
Company Response:
State: TX
Zip: 75243
Submitted Via: Web
Date Sent: 2019-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: For nine months I have tried to resolve a payment issue with HSBC ( XXXX ) bank credit card. Of nine payments that have cleared my bank, only two have posted the credit card statement. Whenever I call customer service, they never see the depositing their accounts. Twice I sent copies of my bank statement only to never get official confirmation as to how they would handle the issue. In the month of XXXX, 2019 HSBC ( XXXX ) closed my account. Regardless, my credit report has suffered, having declined more than 120 points in the last 10 months. This has caused me to 1 ) loose over {$15000.00} of credit line on various credit card accounts, 2 ) I can not obtain new credit lines, leave alone financing for my business. These are true hardships that have adverse impacts on my livelihood.
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: HSBC is very difficult, if not impossible, to do business with. It takes a minimum of 1 hour to even begin getting an issue resolved first of all. I have spent a minimum of 6 plus hours just waiting to talk to someone. Bounced from one agent to another, and even one agent admitted I am not the only consumer with similar issues I have been having with them ever since I began doing business with them. They also froze my account because they decided they wanted my ID and proof of address after using the card. I provided that, and then it still wasn't enough. I am not able to get information on my account, get statements, and was told I could pay it off without signs of any statements or proof of transactions, but why should I take their word for it when I can not see for myself? I can not even look into transactions or get a statement because they refuse to release the hold off my account, and told me " I should obey '' and do what is asked, after I already sent them supporting documents proving who I am! Never had I had this kind of trouble, and I am afraid they will ruin the good credit scores I have worked so hard for because of their nonsense!
Company Response:
State: TX
Zip: 77320
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-29
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: This banks customer service treats me horrible I called them because I added my card for XXXX Pay and it said to called the bank for verification to activate it I did. And they refuse and give me a hard time after verifying me they want me to speak to security department this is not fair so now I have to wait the entire weekend because these people dont know how to treat a loyal customer or to activate my card for XXXX pay this is not nice I want {$50.00} for the inconevenice they have caused me
Company Response:
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2019-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-29
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: To : The Consumer Financial Protection Bureau CFPB office Re : An unauthorized / fraudulent transaction on my HSBC credit card XXXX Dear Respected Madam/Sir, I am writing this letter to complain about HSBC reapplying the charge amount of {$6900.00} on my credit card XXXX on XX/XX/2019. I request HSBC refund the charge of {$6900.00} to my account. ( Attached 1 ) In the past few months I have been contacting HSBC regarding an unauthorized transaction on my credit card XXXX with the amount of {$7000.00} ( HKD XXXX ) by merchant XXXX XXXX XXXX XXXX on XX/XX/2019. ( Attached 2 ) First of all, this is a fraudulent transaction not a dispute transaction. The strongest evidence to prove this is fraudulent is the letter from the dispute department on dated XX/XX/XXXX attached the FORGED document ( Attached 3 ) presented by the unlawful merchant XXXX XXXX XXXX. The signature on the attached invoice # XXXX and sale slip copies is obviously NOT from the same person. I responded and sent my drive license, US passport and credit card application for HSBC to review on XXXX XXXX. My signature consists of the first two letters of my first name, which is XXXX, unlike the single letter XXXX shown on the invoice. However, HSBC dispute department considered that transaction {$7000.00} as valid because of the signatures are similar. The conclusion HSBC made is totally unfair, even a layman can see the signatures are from different person. HSBC asking a cardholder to pay unauthorized transaction based on a forged document is NOT acceptable for ANY credit card holders. Second, I notified HSBC this fraudulent transaction and HSBC has RECEIVED my confirmation on the same day. HSBC should not made this fraudulent transaction {$7000.00} approved and paid to unlawful merchant in the first place. My credit limit is {$6500.00} ( attached 1 ) the unauthorized transaction amount exceeded my credit limit. Also, I notified HSBC that this is a fraudulent transaction by email, but the website did not allow me to submit. ( attached 4 ) I called the service number XXXX XXXX on the card back but the service number does NOT work 24 hours and 7 days as it claims. ( attached 5 ) The fraud department was closed at that time. ( attached 6 ) I logged on online banking the live chat representative received my confirmation of this fraudulent transaction but recommended me to visit the local branch. ( attached 7.8.9 ) I visited a local branch in XXXX XXXX but it was closed due to the long XXXX holiday. As a card holder, I tried all the communication tools I could master at that time to notify HSBC and HSBC did receive my notice. HSBC stated that they received my confirmation but their live chat agents were unable to assist with any security concerns. However, the HSBC website shows the live chat is a representative not an agent. ( attached 10 ) More important, HSBC can not shirk its responsibilities by requiring a cardholder to pay this charge simply because of its own malfunction security system lacking communication between departments or no one answering the 24-hour-service line. This is NOT acceptable for any credit card holders. Thirdly, I reviewed all of my travel receipts in XXXX XXXX and checked my bank statements again in XXXX. I found that a transaction I authorized did not appear on my bank statement, but I saw this transaction as " pending '' while I logged online to report a fraudulent transaction on XX/XX/XXXX. I called the HSBC fraud department to report this transaction with the merchant named XXXX ( XXXX ) is the amount of XXXX ( XXXX XXXX ) ( attached 11 ) disappeared on my statement but I am not sure if XXXX ( XXXX ) and XXXX XXXX XXXX are the same store. Then, HSBC transferred my case from the fraud department to the dispute department. I believe if HSBC had denied unauthorized transaction {$7000.00} in the first place, the right amount {$160.00} would have been recorded on my statement. In fact, although it was a face to face transaction, it could be a fraudulent charge, especially among the notorious scam-ridden XXXX XXXX pharmacy store as I later learned from the XXXX consumer council. XXXX XXXX XXXX XXXX XXXX XXXX This fraudlent transaction happened in XXXX XXXX. I learned from the local websites that XXXX XXXX XXXX XXXX is one of the pharmacies on the black list. Many consumers complain that XXXX XXXX XXXX XXXX uses various tricks and schemes to cheat consumers, one of the schemes is to change the amount after the consumer paid via credit card. Their store name bears some resemblance with the XXXX XXXX famous store, thus consumer often mistook it as the famous store which has great credibility. The invesigation team from HSBC did not try to collect relevant information from XXXX in XXXX and ignore my explanation. Simply said they never heard that case before which is totally an irresponsible and unfair investigation. HSBC require its cardholder to pay this charge and ask cardholder to work with the merchant to resolve this matter directly because of this fraudulent transaction not handle by fraud department but dispute department. That is unacceptable for any credit card holders. Fourthly, I had an extremely upsetting experience with this case investigation because of language barrier. Each call was handled by different people, and in my numurous calls to HSBC, the same thing just repeated on and on. I was often cut off during the long wait for the XXXX interpreter. When I tried to communicate in English, the investigator either just hanged up, or the line was just cut off, or they just keep me waiting for long periods of time. I even had to wait one hour, and was not able to talk to the person who handled my case. In XXXX, HSBC dispute department accepted my claim to pay {$160.00} and agreed to refund {$6900.00} to my account. ( attached 12 ) English is not my first language, HSBC representative confirmed in XXXX that HSBC accepted my claim on XX/XX/XXXX. However, HSBC sent me a letter saying that was a TEMPORARY credit on XX/XX/XXXX. ( attached 3 ) HSBC did not honor their commitment to their customer. HSBC did not treat non-English customer fairly and I believe commitment is commitment no matter in what language they use. Otherwise, this is considered language discrimination for the non-English speakers. Language discrimination is illegal under Federal and California laws. In fact, the following investigation could have been avoided if HSBC had denied unauthorized transaction {$7000.00} on time in the first place. HSBC told me that they made transaction approved excess cardholder credit limit because of customer who with excellent credit history. Ironically, the explanation from the same customer they did not believe and accept. I feel deeply insulted with the case investigation. As a cardholder with excellent FICO score ( over 800 before this incident ), I use my credit card regularly, upon realizing the suspicious transaction, I immediately followed all the procedures to report the fraudulent transaction. In fact, the fraudulent transaction was approved by HSBC, but not cardholder. I do not accept HSBC 's investigation results. The cardholder should not responsible for the charge. However, for my own personal credit 's concern, I still paid the minimum amount of {$70.00} by XX/XX/2019. Also, I have reported this fraudulent transaction to XXXX XXXX Police Force # XXXX XXXX XXXX, Customs & Excise Department # XXXX and Consumer Council # XXXX XXXX. Thank you for your precious time with my case, your response and advice would be highly appreciated. Enclosures : 1. New credit card XXXX XXXX screenshot 2. Old credit card XXXX XX/XX/XXXX screenshot 3. Letter from HSBC dispute team dated on XX/XX/2019 4. Alert email unable summited to HSBC XX/XX/XXXX screenshot 5. The XXXX XXXX invoice phone callout XXXX 24/7 record 6. The XXXX 24/7 number nobody answer recording 7. Live chat XX/XX/XXXX screenshot 1 8. Live chat XX/XX/XXXX screenshot 2 9. Live chat XX/XX/XXXX screenshot 3 10. The live chat representative not agents screenshot 11. XXXX ( XXXX ) receipt 12. Phone recording XXXX talk with HSBC dispute team
Company Response:
State: CA
Zip: 94538
Submitted Via: Web
Date Sent: 2019-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: ON OR ABOUT, XX/XX/2019 MY CREDIT CARD APPLICATION TO HSBC BANK WAS WRONGFULLY DENIED DUE TO THEIR TOTALLY ASININE BELIEFS THAT MY MAILING ADDRESS COULD NOT BE VERIFIED. I HAD SUPPLIED HSBC A CURRENT COPY OF MY XX/XX/2019 XXXX PHONE BILL THAT CLEARLY LISTS MY VERIFIABLE ADDRESS, HOWEVER, HSBC STILL REFUSES TO PROCESS AND ISSUE TO ME A HSBC MASTERCARD.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened a checking account with HSBC USA on XX/XX/18, with a promotional mailer offer to deposit {$10000.00} in new money and maintain at least {$10000.00} for 90 calendar days. The offer was to receive {$400.00} for meeting these requirements. I fulfilled these requirements, but HSBC USA never honored the promotion. I contacted customer service several times, and was told they would get back to me, each time. But I never received any resolution, despite several inquiries. It is now more than 10 months later, and I have continuously maintained the account balance at {$10000.00} or more since opening the account.
Company Response:
State: CA
Zip: 94080
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I first opened and deposited my funds according to terms and conditions required to receive the signup bonus on XX/XX/2019. After waiting the allotted 90 day period with my money in the acct, I reached out to see when I will receive the bonus. It was after the 3 months plus 4 months to receive. Then I reached out to the bank again and I have message records of this. The rep talked to the team lead manager and wrote back promising to deposit the funds after another 4 weeks starting from XX/XX/XXXX since the past terms and conditions. I waited again and now it is almost XXXX. I reached out again on XX/XX/XXXX reminding them that the 4 weeks is over and still nothing. They replied back asking me to wait 5 to 7 days and then again for 2 weeks. I am tired of waiting. This is obviously a scheme to keep money for as long as they want without giving back interest accrued. Their advertisement is false.
Company Response:
State: NY
Zip: 10038
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-27
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: HSBC Bank NA knowingly deceived me by using the Attorney which i hired to represent me at a house closing, to represent them ( HSBC ) instead. Hence, i was defrauded in multiple ways by thinking that i hired the Attorney to represent me, whereby he represented HSBC. Whereby, producing fraudulent documents ( by giving me blank documents ), and NEVER stating where the money for an alleged loan would come from. Hence, a fraudulent table-funded loan. HSBC was quite aware of the fact that - that type of arrangement is FRAUDULENT AND A CONFLICT OF INTEREST. Please note that i have written proof from the Attorney, on his letterhead with his signature - whereby, he stated that he represented HSBC. Including other documents to state my claims. I also have other supportive documents accordingly ... .. HSBC is now using gross/polowy ( a collection agency ) to send me on-going HARASSING/BULLYING COMMUNICATION which includes fraudulent information, as well-as to include information for people I DON'T KNOW, and has attached their information to my name. HSBC Bank NA must ask gross/polowy whom they have employed to stop harassing me, with fraudulent information, and to cease and desist from harassing me with their fraudulent/defamation of character which they - HSBC AND XXXX have made public. HSBC has also allowed the company ( XXXX/XXXX ) they hired to harass me to attach/link information for people i do not know, and have never known to my name and personal information. Thus, further defaming my character. HSBC Bank NA has also given the three major credit reporting agencies fraudulent information about me, which has seriously damaged my financial profile - whereby stating that i took a loan from them, as well-as other company on the same date, which is fraudulent. XXXX shows that i'm linked with them as an active account holder. As well-as having multiple loans taken out on the same date - which is NOT TRUE. Hence, i'd like to know who is at the helm of the current house foreclosure mill with such fraudulent information, while HSBC Bank NA continue their fraudulent practices?
Company Response:
State: NY
Zip: 10940
Submitted Via: Web
Date Sent: 2019-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-26
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: House hold bank opened in 2011 false charges been over 7 years they keep electing my credit.
Company Response:
State: MA
Zip: 01923
Submitted Via: Web
Date Sent: 2019-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A