Date Received: 2019-07-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I applied for a HSBC XXXX XXXX account on XX/XX/XXXX, and was approved online ( doc attached ). My initial {$XXXX} deposit was processed the same day as well ( doc attached ). I was able to set up an online banking account as well after the application process. On XX/XX/XXXX, I deposited a check for {$XXXX} through the mobile app. I attempted to log into my account on XX/XX/XXXX to see if my check deposit was received since I had not received any confirmation or any updates on the check deposit status. When trying to log into my account, I received a message saying my account was suspended. I called the listed phone number of 1XXXX ( screenshot attached XXXX to get this resolved. After XXXX minutes on hold, I was able to speak to someone who then attempted to transfer me. I called again and was on hold again for XXXX hour and XXXX minutes and was given another phone number to try. I called the phone number and waited for XXXX minutes until an agent was able to give me yet another phone number to try. I attempted to get help through the HSBC social media team and chat help on the website, only to be told again to call. I continued calling the numbers again on XX/XX/XXXX without any resolution, but was able to get clarity on who to try to contact. I finally was able to reach the department at 1XXXX on XX/XX/XXXX after waiting on hold. I received word that my account was suspended and I needed to send verification even though my account had been approved online! I was never notified of any of this until I wasted hours trying to gain access to my account! I submitted the information that was asked of me ( doc attached ) and waited for confirmation. However, I did not receive confirmation after waiting XXXX business days as the rep had told me over the phone. I called again on XX/XX/XXXX to confirm whether or not things have processed. After another hour on the phone, I was able to speak to a rep who looked for my documents. He said he would process everything immediately and that I should have access restored after XXXX minutes. However, my account access has not been restored. Every attempt to log into my online banking is met with the message that my credentials are suspended ( screenshot attached ). I attempted again to contact HSBC for help on the afternoon of XX/XX/XXXX so that I would be able to regain access to my online banking. However, after another XXXX hours of waiting on hold and attempting to resolve issues with the chat team, my online access still has not been fixed. Today, XX/XX/XXXX, I have been on hold on the phone again for another XXXX hours trying to reach someone at 1-XXXX. I called the general customer care line to attempt to resolve my problem, only to be referred back to 1-XXXX. I am still waiting for someone to resolve my online banking problems so that I can access my money.
Company Response:
State: AZ
Zip: 85281
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: I received a automated phone from XXXX XXXX XXXX company phone number XXXX XXXX XXXX in regards to a old debt past 7 years and asked me to press 1 to speak to an agent which I did. Mrs XXXX answered and tried to collect on a HSBC debt from more then 7 years ago. I advised her that I am under Bankruptcy protection filed in the state of Texas and she need to speak with my Attorney and then she started to threaten to file a law suit after which she disconnected the phone call.
Company Response:
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: ( Pls note that it takes at least 1-2 hrs of waiting on the phone to reach anyone in HSBC Dispute Dept. ) On XX/XX/XXXX I notified HSBC dispute department re an amount of {$600.00} that I wanted them to put into dispute. I then received a letter dated XX/XX/XXXX confirming that HSBC had followed thru and temporarily credited my account {$600.00}. Then on XX/XX/XXXX, I went to court about the dispute and the Judge ruled in my favor that the {$600.00} ( plus court costs ) should be paid ( back ) to me by the defendant. I immediately notified HSBC dispute department ( on XX/XX/XXXX ) by phone that the court had ruled in my favor and to please keep the dispute amount credited to my account. The Dispute dept. rep. also told me to write an email explaining everything to HSBC along with copy of the court document, which i did immediately. In my email, I stated that esp. because of winning my court case, they needed to keep the disputed amount credited to me. However, despite all of this, I received a letter from HSBC dated XX/XX/XXXX, that " After careful review of your dispute, we have determined that we do not have sufficient documentation/information and are unable to purse this matter further. We have placed this charge back on your account. ''!!! I immediately called HSBC Disputes - spoke to the same rep again, and asked why HSBC HAD COMPLETELY IGNORED THE LEGAL DOCUMENT/PROOF AND MY REQUEST! The rep said they had incorrectly interpreted my email!!!! And without even bothering to ask me, decided to put the entire charge back on my account!! The rep then said I should write yet ANOTHER email telling them why THEY had made the mistake!! But then, a week later, i received a final letter from HSBC dated XX/XX/XXXX basically saying that it was too late. The defendant had cashed the money and " We have removed this item from dispute and consider it resolved. ''!!! NOW, I have started to pay legal fees to recoup the money and don't know how much I will eventually have to pay to get the money back. So besides this complaint I AM DEMANDING THAT HSBC START COMPENSATING ME FOR THE ADDITIONAL LEGAL FEES I MUST NOW PAY ( beginning with {$43.00} ) - FOR WHAT WAS A COMPLETE & UTTER FAILURE ON THEIR PART! How does such a major bank have such a dangerously incompetent Dispute Dept.???
Company Response:
State: NJ
Zip: 08817
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/XXXX I made an on-line application to HSBC for their gold Mastercard. Application ID:XXXX On XX/XX/2019 I received a phone call supposedly from an agent of HSBC. He wanted personal information from me over the phone. There were a number of problems with this phone call. The first one being that I am severely XXXX XXXX. I tried telling this to this man to no avail. I told him I was having great trouble XXXX him and could he please contact me by email. He told me he would not and could not do that. This was enraging. Can HSBC or other credit card companies not accommodate their customers who are XXXX or XXXX XXXX? This seems a violation to me of basic respect, care, and concern. I also think this is clearly discriminatory. Secondly, I told the man I did not know who he was and had no way of verifying that he indeed was associated with HSBC. He told me he could give me a phone number to call him back at. I told him that all that did was give me a phone number at which I would have no way to verify I was calling HSBC and it also brought up again that I was XXXX XXXX. Was there a part of that which that man did not understand. I told him again I would gladly answer all questions by email. He said again, he would not and could not do that. They have my email address as part of the application. I see no reason why they couldn't make this accommodation+. Lately there have been a great many phone scams directed to the elderly, I have no way of knowing this was not one of them. I am assuming by the time you get this complaint the credit application has been denied. A black mark against my sterling credit record and scores. All because HSBC and its agent could not make accommodation for a man who is XXXX XXXX. This to me is not only unwise business practice but is also clearly discriminatory under what I believe is the law. I had no way of contacting HSBC. They did not give me an email address to address this issue to them and no phone numbers so I sent them a letter yesterday, an admittedly slow way of dealing with the issue but the only one I seemed to have. I sent the letter to their mailing address : HSBC Bank USA, N.A. XXXX XXXX XXXX XXXX, NY XXXX
Company Response:
State: CA
Zip: 94114
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: The Company is in violation of the Fair Debt Collection Practice Act, 15 USC 1692g a law that is supposed to be enforced by the CFPB. When they began harassing me over debt, I looked up their corporate address online and mailed a copy of the attached letter. They have failed to comply with the request in the attached letter made under the Fair Debt Collection Practice Act, 15 USC 1692g.
Company Response:
State: RI
Zip: 02840
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I went overseas the XX/XX/XXXX thru the XX/XX/XXXX. I informed HSBC Bank that I was doing such, and that I would be taking and using both my advance card as well as the premier card in XXXX. On the XX/XX/XXXX, I, and family and friends went to a big department store to purchase items for them..total bill was {$290.00}, to my surprise at the register with all looking both of my cards were declined. Again the same day, we went to purchase food for the babies, as well as ourselves and again both cards were declined. I called the card people and spoke with supervisor XXXX who advised me that the caards are both in good shape, order and standing, and both paid way ahead. I asked her then why declined?? She proceeded to say it was a chip in the card and or the stores computers did not work. REALLY!!!!!!! She apologized and said that both cards are ok to use.I waited two days then went to purchase at a very exclusive jewelry store a bracelet for my lady, and WOW ... ... again declined, my daughter had again to pay cash for this as well as the other two stated above. Again I called these folks and this supervisor now advised me that their was a big robbery, fraud investigation, worldwide breach, and theft at the corporate level and all card were being declined. Back to NYC, I called and spoke to XXXX XXXX, who apologized and advised me to proceed with whatever I wish to do. On XX/XX/2019, this same card was used six ( 6 ) times by criminals in Maryland and Conn. and out of the 6 times the card was used the great HSBC Bank approved the criminal activity and yet this senior citizen is having to fight to get justice from this fortune 500 company to try to get his money back to reimburse his daughter to be who paid for this banks stupidity, negligence, and ignorance, on a card that was well ok from the very beginning
Company Response:
State: NY
Zip: 11377
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-19
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am receiving letters from XXXX XXXX XXXX and XXXX XXXX XXXX regarding the same debt. I sent them a letter on XX/XX/2019 that this debt was assigned to my ex-husband in our divorce. Yesterday, they sent me a letter with falsified information and my signature was forged. This is a very serious problem and I would like it addressed.
Company Response:
State: CA
Zip: 92399
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-17
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: HSBC closed my credit card ( acct # XXXX ) account because of inactivity without giving me reasonable time to respond and redeem my points prior to closing my account. They alleged that they send me a letter during the last week in XX/XX/XXXX. However I was out of the country and I even told them about my plans in early XX/XX/XXXXbefore I left so I can have access to my credit card and bank account while I was away in XXXX. During that phone call, they never mentioned about my credit card account will be closing soon and I would forfeit all my points if I don't redeem it before that date. Upon returning, I found out that my credit card account has been close and the reward points were all taken away.
Company Response:
State: CA
Zip: 94555
Submitted Via: Web
Date Sent: 2019-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-18
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: I opened a credit card account with HSBC in XXXX of XXXX. I didn't use the card much but made my first payment online in XXXX, XXXX. I put my credit union account info in their system, made the payment, and everything was fine. I did the same thing in XX/XX/XXXX and they accepted the payment. I did not hear from them concerning any problems. I then made my regular payment in XX/XX/XXXX. They still did not notify me of any problems. My XX/XX/XXXX payment was made on XX/XX/XXXX, and went through again. This month i noticed late fees for XX/XX/XXXX & XX/XX/XXXX even though I paid before the due date. I called HSBC on XX/XX/XXXX at about XXXX and asked for an explanation. They advised me that the XX/XX/XXXX & XX/XX/XXXX payments did not go through. This was the first I had heard of a problem. They read me the bank account number for my payment and the last digit was a " XXXX '' instead of a " XXXX ''. I had never changed it so they referred me to the fraud department. Based upon my logins, they concluded that there was no fraud and it must have been a " glitch '' at their end. When I was transferred back to customer service, they refused to change my credit report showing I was late on payments. I have never been late on a payment to my other numerous credit card companies, My FICA score was over 800 before they messed it up. I need them to correct their report to the credit bureaus so this can be rectified. I don't feel a call from me will do the trick.
Company Response:
State: CA
Zip: 91351
Submitted Via: Web
Date Sent: 2019-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Took or threatened to take negative or legal action
Subissue: Sued you without properly notifying you of lawsuit
Consumer Complaint: I received a call on XX/XX/XXXX but it went to my voicemail. I decided to listen to the voicemail today XX/XX/XXXX. So, I called the company back not knowing any details besides a threat was left. I wanted to know what it was regarding. The man at first hesitated in telling me any information. He then verified the last 4 of my ss # and my old address. He rattles on and tells me that he is with HSBC ( collections for credit card ). He told me that since I did not respond litigation had been pursued against me. I advised him that I never received a letter because I no longer live at that address so I dont know how this is possible. I havent lived there since XX/XX/XXXX. He began to become very rude and said,, Well, Our attorney will see you in court. We can seize your car anything else. I informed him I have not worked since XX/XX/XXXX due to me having a XXXX XXXX XXXX XXXX and XXXX XXXX. I advised him that I was trying to get social security. He didnt care, no empathy, no compassion just rude and threatening to take my car which I dont pay the note. I dont even drive it due to me staring to have XXXX. I deal with XXXX, XXXX and XXXX. I have Medical documentation of my diagnosis. I told him I dont have a job and you can not get blood from a turnip. When I was working I paid all my bills, but Im not in a position to do so. Threatening me caused my XXXX to kick in and triggered a XXXX XXXX which I see 2 XXXX for. XXXX is a trigger. I have nothing. The amount could not be any more than 600.00. Just lie they want to sue me ; I want to sue them for harassment, emotional, mental abuse and threatening me. Its a way to talk to anyone. I have XXXX so I could not drive if I wanted to which is documented in my medical records. I dont have a one to bring me to court over 600.00 when Im fighting to survive the issues Im going through. So now they expect me to jeopardize my life and others never knowing when a seizure may come on. I take med daily that knock me out for the XXXX XXXX. I have them daily ( night, middle of the night and when I wake up. The agent was just really rude and hung up in my face. He said they were a credited with the credit bureaus which is a lie. I have nothing no money on the bank ... .NOTHING. If O could steal work I would and pay this debt but I cant. I wonder if he could feel what I feel would he treat me differently? XXXX XXXX XXXX
Company Response:
State: AR
Zip: 72205
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A