Date Received: 2019-07-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had a total of 37 transaction dating back to XX/XX/2019 to XX/XX/2019 where I filed a dispute with HSBC because I never received the items I purchased. On XX/XX/XXXX of this year, I filed a dispute on all these transactions following the protocol HSBC advised me of. I was told the merchant has 45 days to respond to my dispute and if they haven't, I would be refunded my money. As of today 's date, which is the 50th day, I have not received my funds nor had the bank communicate to me as to why I haven't received it even though they have not responded.
Company Response:
State: MI
Zip: 49418
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: {$1800.00} was charged to my debit card and approved by HSBC through 3 transactions between XX/XX/2019 and XX/XX/2019. Other fraud was found between that time but declined and card was never blocked and I was not notified.
Company Response:
State: NJ
Zip: 07047
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am victim of Identity Theft. Someone tried to open many credit card accounts with various banks. All accounts are closed and removed from my credit report except HSBC BANK. I had filed FTC complaint Report # XXXX providing details of HSBC bank along with account details. I had sent dispute letter to HSBC bank dated XX/XX/2018 stating I am a victim of identity theft and I am writing to dispute certain information you have reported about me to the credit reporting agencies ( CRAs ). HSBC bank has not taken action to remove disputed credit card details from my credit report. Details of the account are as follows : Account Name HSBC BANK Account Number XXXX Account Type Credit card Responsibility Individual Date Opened XX/XX/2018 Credit Limit {$2700.00} Kindly ensure HSBC Bank gets all the details pertaining to my account removed from my credit reports.
Company Response:
State: TX
Zip: 75039
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-28
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: XX/XX/XXXX XXXX mailed me a notice regarding an old debt I received it on XXXX stating I owed XXXX and last payment received was XXXX.After several calls from me to the junk debt buyer explaining this was originally a predatory loan that is expired beyond the statute of limitations according to XXXX XXXX on collecting a debt, also filing a complaint with XXXX. I wrote and sent via certified mail with signature from the debt buyers admin. a cease and desist letter on XXXX the debt collector answered my complaint with XXXX and agreed to cease and desist. Albeit this debt collector has continued to harass me with letters over and over ever since they agreed to cease and desist. I'm very very upset this debt collector is continuing with the harassment against me. The debt collector mailed notices on XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX and XX/XX/XXXX demanding I pay or face judgement. I'm unable to load images on this laptop but assure you I have the paper trail to back up my statement.
Company Response:
State: WA
Zip: 98271
Submitted Via: Web
Date Sent: 2019-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Company : HSBC I responded to mail promotion from HSBC ( copy attached ) promising a {$370.00} welcome deposit for opening a checking account, depositing {$10000.00} in the first 30 days, and maintaining that amount for 90 days. The mailing promised that I would automatically receive the welcome deposit approximately 8 weeks after the 90-day period. Timeline : - XX/XX/2019 : Account opened and funded with {$10000.00}. - XX/XX/2019 : 90-day period elapses ( balance throughout this period = {$10000.00} ). - XX/XX/2019 : This is now 8 weeks after XX/XX/2019 so I expect to receive the {$370.00} welcome deposit shortly. - XX/XX/2019 : I first try to contact HSBC at XXXX but am on hold for over 20 minutes and hang up. - XX/XX/2019 : I again call HSBC and speak with someone who confirms I have met the offer conditions and says she will get back to me within 48 hours to advise on when I will receive the {$370.00} welcome deposit - XX/XX/2019 : There has been no follow up from HSBC so I call again and speak with a different person who explains that he will need to submit another inquiry with the marketing team and will call me back no later than the following Monday ( XX/XX/2019 ). Since the person I am speaking with says he has no authority to resolve my issue, I ask to speak with a manager or directly with someone from the marketing team, but am told that is not possible. - XX/XX/2019 : Six days later, there has been no follow up from HSBC so I call again. Again I am told that the person I am speaking has no authority to resolve my issue and they will need to submit another inquiry with the marketing team. They can not provide any timeframe for when to expect the issue to be resolved so I tell them that I have not received the welcome deposit I am owed within two days, I will have to file a complaint with the CFPB and the California banking regulator. - XX/XX/2019 : I have still not received the funds I am owed or any follow up from HSBC so I am submitting this complaint. There are numerous other complaints on the CFPB website regarding similar facts so clearly HSBC is engaging in a pattern of behavior -- promising welcome bonuses for opening accounts and then failing to carry through with their promises. In my case, the bank has had ample notice of the issue and time to respond. Their ongoing failure to correct the error amounts to an intentional act to harm a US consumer.
Company Response:
State: CA
Zip: 94115
Submitted Via: Web
Date Sent: 2019-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-28
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Had a previous complaint # XXXX concerning HSBC Bank whereas they were to have paid me a {$200.00} bonus due to a promotion. Received an email from the VP of Customer XXXX, XXXX XXXX confirming that they were to pay the bonus no longer than 30 days after XX/XX/XXXX. As of XX/XX/19 they have not conformed with the terms of our original complaint, which included this payment. Tried to contact them via phone and email per their instructions and they refuse to answer the calls and have not responded to my email. The terms of the original complaint are recorded under case # XXXX, thus making this a 2nd request and their 2nd attempt at chicanery.
Company Response:
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I recently opened a few accounts at HSBC attracted by a few promotional offers. In chatting with the nearest branch VP I accidentally discovered/was alerted to fraud. I was told that some money was being diverted from my account. I was given different numbers at the branch, and the VP refused to put it in writing, but the total missing is over {$550.00} from my understanding. From my understanding of the sketchy information I got from the branch, and by calling their Fraud unit from the branch, someone had taken ( stolen ) at least {$500.00} and {$20.00} out of my account. That was around XX/XX/2019. I was told that the bank would have investigated the matter and sent me details of their findings. Instead about a week later HSBC Fraud sends me a note saying the withdrawals I questioned were " authorized '' and the " case is closed. '' So far I have NOT received any written accounting or investigation results from HSBC. I am pressuring HSBC to send me details but none have yet come in writing at least.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-26
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On or about XX/XX/XXXX, at my place of work, I received a call from XXXX XXXX at XXXX XXXX XXXX advising me that I owed a debt to XXXX XXXX and that if I did not resolve the matter, they would be serving me with papers. Out of fear and humiliation of being served at work, I agreed to make payment arrangements on a XXXX XXXX XXXX account that I knew I once had. Myself and XXXX came up with payment arrangements that would work for me. These payments were to be automatically deducted from my bank account. XX/XX/XXXX - {$160.00} XX/XX/XXXX - {$160.00} XX/XX/XXXX - XXXX During the discussion, I asked XXXX to provide me proof in writing, advising me of the debt. XXXX agreed to send me an email. On XX/XX/XXXX, XXXX left me a voicemail stating that the email was returned to her due to an incorrect email address. On Friday, XX/XX/XXXX, I returned XXXX 's call and provided her my email address once again. XXXX stated I would receive an email shortly. On Monday, XX/XX/XXXX, I received an email from XXXX XXXX XXXX with an attached payment Authorization Form. I became suspicious of the form as it appears to be a generic form that is authorizing XXXX XXXX XXXX to charge my credit card with very little information regarding my alleged debt. On XX/XX/XXXX, I made a call to XXXX XXXX XXXX and asked that they provide the original account number to me and XXXX XXXX XXXX stated that the debt was no longer owed and the account number for XXXX XXXX XXXX does not match the account number for XXXX XXXX XXXX that XXXX XXXX XXXX was providing. After verifying all of the above facts, I called XXXX XXXX and advised her that if in fact, I did owe this debt, I would like to see some type of documentation that proves such ( a bill, confirmation from XXXX XXXX ) XXXX then transferred me to XXXX XXXX who advised me that if I did not pay this debt in full I would be served with papers. I then proceeded to advise XXXX that if in fact, I owe this debt, I would be willing to pay however, all I wanted and rightfully so as a consumer, was proof. XXXX stated that the authorization form was proof and my account number was on there. I told XXXX that according to XXXX XXXX that is not my account number. XXXX proceeded to tell me that XXXX XXXX has no business speaking to me as this is no longer their debt as it was sold to XXXX XXXX XXXX and they would be in trouble for speaking to me and XXXX XXXX XXXX would be sending XXXX XXXX a cease and desist letter. XXXX became very hostile and told XXXX to prep the paperwork and proceeded to shout and cut me off. I then told XXXX, if you won't provide me the info, at least allow me to look at my account online. XXXX stated that XXXX XXXX XXXX did NOT have a website and became more irate when I advised her I would look her up on the XXXX XXXX XXXX website. XXXX said " you don't want to settle '' and hung up. I called back a minimum of 10x 's trying to talk to someone and all my calls were clearly being ignored via caller ID. It is a fact that every time I called XXXX knew it was me. I finally got through and " XXXX '' answered. I advised XXXX I was hung up on and would like to talk to someone besides XXXX. XXXX said " oh no, why were you hung up on '' and said please hold. XXXX came back on the phone and said " good luck in court '' and hung up on me. I called XXXX XXXX on XX/XX/XXXX and was advised that any and all accounts I held with XXXX XXXX have been closed by me and have not been sold to a collection agency. It should also be noted, that XXXX XXXX is NOT the only company trying to collect from me on a XXXX XXXX Account. I have asked XXXX for my money back that was deducted from my bank account {$320.00} and XXXX denied me. After reviewing the company information on the XXXX XXXX XXXX website, it is clear as to why this company is rated F. They have scammed numerous people like myself out of money. They are threatening and harassing people like myself work not to mention the stress they put on people to say they have to come up with the money or else..
Company Response:
State: CA
Zip: 90604
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-26
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In late XXXX or early XXXX of 2019, I received a piece of mail at my home from HSBC inviting me to open a new HSBC Advance checking account. The mailer advertised a {$370.00} " welcome deposit '' upon completion of the following qualifying activities : " -Open your new HSBC Advance checking account by XX/XX/2019 ; and -Deposit a minimum Qualifying Balance^2 of {$10000.00} or more in New Money^3 in combined checking and savings accounts within 30 calendar days of account opening^4 ; and -Maintain at least the minimum Qualifying Balance for 90 calendar days from the date you deposited the minimum Qualifying Balance '' The footnotes referenced above are reflected on the reverse of the mailer. The document goes on to state " You will automatically receive the {$370.00} Welcome Deposit in your new HSBC Advance checking account approximately eight weeks after completing all qualifying activities. It's that simple. '' On XX/XX/2019, I visited the website referenced on the mailer ( XXXX ), entered my " personalized code '' as printed on the mailer, and submitted an application to open a new HSBC Advance checking account. On XX/XX/2019, I received confirmation that HSBC had established my new account. On or about that date, I initiated a transfer of {$10000.00} cash from an XXXX XXXX savings account to the new account at HSBC. On XX/XX/2019, the transfer of {$10000.00} posted to the new account at HSBC. This account was the first one I have ever opened with HSBC, and it remains my only account therewith. Based on the terms of the offer I received from HSBC, I noted for my records that I would satisfy the " 90-day requirement '' on XX/XX/2019 and that the welcome deposit should appear eight weeks from that date, on or about XX/XX/2019. I will note that from the point of initial funding on, I never debited funds from the HSBC account and at no point did the balance fall below {$10000.00}. To this day, the account balance exceeds {$10000.00}. On XX/XX/2019, I logged into the HSBC mobile app to check the activity in my HSBC account and noticed that the welcome deposit had not posted. At that time, I initiated a live web chat with HSBC customer service to inquire as to the status of the welcome deposit. I referenced the mailer I received promoting the offer, provided the foregoing timeline of account opening and funding, and was told to allow 3-5 business days for review of my case. I was told that I would receive a written response via " Bank Mail, '' a secure means of electronic correspondence through the HSBC client portal. By XX/XX/2019, XXXXve business days had passed since my web chat with HSBC customer service. I placed a call to HSBC Advance customer service on the afternoon of XX/XX/XXXX and explained my situation. I was told that there was an error with the query submitted as a result of my web-chat interaction and that they would need to investigate further. I was told that they would call me back the next day ( Friday, XX/XX/XXXX ) or early the following week. On Wednesday, XX/XX/2019, I received a call from the same representative with whom I had spoken by phone at HSBC Advance Customer Service. The representative reported that the analyst looking into my situation confirmed that I opened the account from the correct landing page to qualify for the welcome deposit. The analyst requested the personalized code I entered with my application. Fortunately, I saved the original mailer that contained the code in question and I provided the code to the service representative. The representative told me that she would pass the code along to the analyst and that the deposit would " hopefully '' appear in two or three days. On Friday, XX/XX/2019, I received another call from the same representative who indicated that she had " good news '' to report : HSBC confirmed that I satisfied the qualifying activities and approved the welcome deposit. It would appear in my account after four weeks, as long as the account remains open at that time. I asked the representative why it would take an additional four weeks for the deposit to appear, given that HSBC had definitively established that I qualified for it and that it should have been issued weeks prior. The representative was unable to provide an explanation for the further delay. I indicated that the delay was unacceptable and was a further deviation from the terms advertised on the offer I received by mail. I told the representative that I intended to file a complaint with the CFPB, at which point she said that she would like to apologize on behalf of HSBC and that she would escalate the matter internally in the hope that they could expedite processing of the welcome deposit. As I explained to the HSBC service representative, my complaint has little to do with the amount of money at hand ; my issue is with the process and what appears to be a practice of failing to pay out the promised incentive, creating numerous hurdles for the consumer to overcome once alerted to the fact that the incentive has not been paid, and needlessly delaying the payment once it has been " approved. '' Based on my experience with HSBC, I have no confidence that I will actually receive the deposit in four weeks. There is no reason why I should have had to contact HSBC in the first place, as they have established that I satisfied all of the requisite terms of the offer from the get-go. Given HSBC 's acknowledgment of that fact, I have to wonder how many other customers have been denied welcome deposits and any other targeted incentives used in marketing materials to get people to open new HSBC accounts. It is sheer luck that I retained a copy of the mailer I received containing the personalized code that HSBC requested in order to verify my eligibility for the welcome deposit, despite the fact that I was required to enter said code before I could even submit an account-opening application from the web page referenced in the mailer. I accepted the terms of this promotion and satisfied every requirement of me as the customer, including giving HSBC eight weeks after satisfaction of the qualifying activities to pay out the welcome deposit. HSBC has not held up its end of the promotion that it went out of its way to advertise, and there is no reason I should be made to wait four more weeks to receive the welcome deposit to which they acknowledge I am entitled. All the while, my $ XXXX-plus account balance at HSBC is held captive. If I close the account before the welcome deposit is paid, I forfeit any claim to it. If the balance falls below {$10000.00} at any point while the account is open, HSBC will assess a monthly " maintenance fee '' on my account, the APY on which is a paltry 0.01 %. I am fortunate in that I have the wherewithal to await a resolution to this matter before having to withdraw funds that would cause me to incur a monthly maintenance fee, or close the account and forfeit the welcome deposit entirely. I've spent hours trying to resolve this with HSBC to no avail, and I've kept meticulous records of every interaction I've had with HSBC in addition to retaining the original offer I received by mail several months ago. I would like a prompt resolution of my own issue with HSBC, but I am more interested in ensuring that others are not being taken advantage of as I have been. Thank you for your time and consideration of this complaint.
Company Response:
State: PA
Zip: 19103
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-26
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: On XX/XX/XXXX of this year I initiated a balance transfer on a new HSBC credit card that I had acquired. One month later Chase hadn't received any check from HSBC, so I contacted them to resolve the issue. They urged me to wait a couple more weeks, which I did, but when my first payment was due and XXXX still had not received a check I contacted HSBC again to potentially cancel the balance transfer and revise my minimum payment which was due, since I was now carrying a balance of {$1900.00} on both credit cards. I called 4 times and each time I was told I would receive a call back from an HSBC agent within the week. I never did. Finally I approached an HSBC bank manager who claimed to have cancelled the check and had a new check sent out to XXXX. XXXX never received it. It was now the first week of XXXX, over two months since I had originally initiated the balance transfer, and HSBC had now filed a late payment charge on my credit report. I paid the minimum amount due to resolve any further issues and had them cancel the check and the balance transfer. Without my authorization they closed my account, and now both the late fee and the closing of the account have severely affected my credit score. When I inquired how I could dispute the late charge they told me to contact their " customer relations '' line. I left 4 voice messages and never heard anything back. This is by far the worst experience I've ever had with a financial institution.
Company Response:
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A