Date Received: 2019-04-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened checking account ending in XXXX on XX/XX/XXXX in the amount of {$10000.00}. This was a promotional offer, the terms were that I keep the monies in the account for 90 days and I would receive {$350.00}. The wording was " Maintain XXXX for 90 days from date deposited. Must keep open 90 days. I thought I funded the account the day I opened it. HSBC says I opened it on XX/XX/XXXX or XX/XX/XXXX, choose one, because they do not know. On XX/XX/XXXX I called HSBC and spoke with CSR XXXX, who told me I could not close the account until XX/XX/XXXX. This seemed correct, as the wording was " {$350.00} welcome deposit in checking account approximately 8 weeks after completing all requirements ''. So time frame is : XX/XX/XXXX to XX/XX/XXXX is 90 days. Add 8 weeks from completing the requirements ( XX/XX/XXXX ) and that would take us to XX/XX/XXXX. I called the bank XX/XX/XXXX and spoke with XXXX, Badge # XXXX. I was told the following things ( after hanging up, I did a little more research on my case ) : 1 ) Under the terms and charges disclosure I must keep this account open for 6 months or there is a monthly charge of {$25.00}. This is all new to me, what happened to the information that I had and that I was also given by XXXX on XX/XX/XXXX? HSBC does reference a {$25.00} fee if your balance goes under {$10000.00} but this is during the times set forward in the promotional plan, as set above. This 6 month time frame that I must keep the account open was NEVER explained to me and sneakily put into " small print '' that the bank is well aware nobody reads and furthermore, I signed up under a promotional plan with very clear terms. How does HSBC think it's fair to say : Open the account, keep {$10000.00} in for 90 days, keep it in an additional 8 weeks to receive your bonus but then, oh wait, keep it open for another month when nothing at all has been mentioned about keeping it open for 6 months. This is unfair business practice and the terms were hidden from me in the small print. I am being held to an account that I did not open ( unless you count being tricked by the small print ), I was " sold '' a different policy with different terms. 2 ) When I asked CSR XXXX the exact date I could safely close out the account she told me she could not " divulge '' that date, that it was against the rules, that the only way I was able to get it was to go into an HSBC branch. Firstly, there are no branches close to me and secondly, then why was it given to me by CSR XXXX if it was such a secret? Fast forward to XXXX Monday morning, CSR XXXX takes over, who at one point denied to give me her badge number. She could not figure out how to send me an authentication code and when I asked her for her badge # and for a Manager she told me " she can not disclose her badge number until I am verified. THE complaint is that she can not get me verified so that I can move forward, that is the complaint for the Manager! She advised that I must receive the code while the CSR is on the telephone line, that is the only was it can be done. XXXX the night before and XXXX Manager both did it with a code that came into my house phone and then they called me back. She told me a Manager would return my call within an hour and of course I never received a call. XXXX - CSR XXXX - I still have no information today despite all of the calls and promises of return calls. He provides me with a complaint # for the Manager not calling me back earlier, # XXXX. He finally gets a Manager to call me back, who listens but hangs onto the " small print '' and says technically I can not close the account for another month. She said she will " request '' that the back office waive the fee for the one month period left. I have dealt with banks for over 50 years and this is disgusting. To trick your own customers is wrong and the treatment I received from these CSR 's is ridiculous. HSBC 's stellar " World Class Service '' had me on the phone for 1 hour on XX/XX/XXXX when I was told about their tricky schemes, 30 minutes on the first call on XX/XX/XXXX with absolutely nothing resolved, the girl could not even manage to get me authenticated, another 25 minutes during the second call on XX/XX/XXXX and finally approximately 25 minutes again when hopefully we got the situation settled. That's world class service?
Company Response:
State: CO
Zip: 80503
Submitted Via: Web
Date Sent: 2019-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-18
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to arrest you or take you to jail if you do not pay
Consumer Complaint: On XX/XX/XXXX My wife was contacted by phone for a agency trying to collect a debt from HSBC credit card they said I opened the account on XX/XX/2013 what is totally false. They have my social security number and my date of birth and because of that they treating to take me to court and make my pay more than {$2000.00} for {$650.00} credit card debt that I never requested. The lady on the phone saying my wife that they will take me to court even though she keep telling her that we I never asked or used that credit card. I called to HSBC and they confirmed that I don't owe nothing but this lady in XXXX XXXX XXXX keep treating us to take me to court because according to her I applied for that credit card.
Company Response:
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2019-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern Beneficial has sold our loan to XXXX XXXX around 2 years ago. Before finishing up with taking off the deferred interest home loan & side loan. We would get repeated phone calls from Beneficial that we were missing a payment. When we would go to the branch office with proof of payment, They would have no idea why we were contacted because the computer would show us current. We also have many statements that show full payment being made, but minus part of the payment and it showing up in deferred interest. But showing paid in full and never showing or saying that we were delinquent. Just before selling the loan Beneficial told us the deferred interest that we asked about was for 35 missing payments on both loans. When we tried getting information about the missing payments they would just hang up on us. When they finally did talk to us, It was just to tell us the loan was sold and they could not talk to us. We are wanting to refinance. But refuse to pay money we dont owe. {$49000.00} off home loan & {$7700.00} off side loan
Company Response:
State: OR
Zip: 97045
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am being made to fund my monthly escrow more than double the amount what is owed in taxes. In 2018 I was charged over XXXXUSD per month and at the end of year sent a cheque of XXXX USD. I requested my mortgage service company and bank for a escrow recalculation and they adjusted my monthly escrow payment by XXXX USD which equates to only XXXX USD a year. Despite protesting multiple times and sharing the full property tax statements with them which they settled themselves their response has been completely dismissive and they continue to overcharge me for escrow well over what is required. Broadly the breakdown settlements being made from Escrow are as follows : Property Tax - XXXX USD MUD - XXXX LID - XXXX Insurance - XXXX Total - XXXX USD Whereas the annual collections are more than XXXX USD towards escrow which the bank is refusing to adjust despite having settled the taxes and seen the trend of expenditure.
Company Response:
State: TX
Zip: 77479
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-16
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/19 I applied for an online checking account with HSBC. After answering some credit bureau questions my account was denied. We then tried to apply on XX/XX/19 for my mother to open an account and she didn't even make it to the credit bureau questions and she was also denied. We called to ask why this was and we were told that they could not give us any reason why we were denied. We were told to ask for our credit report and see if there were any holds or wrong information. My mother and father just bought a home in the last month so I know that everything with their credit report is fine. We were then told that we also should try to apply from a " desktop PC '' because I was applying from my laptop and it could be that also. I just opened a bank account recently with XXXX XXXX and did not have any issue. My mother and I also just opened an account two weeks ago at XXXX XXXX XXXX without a single issue. I use to work in a bank and I know that if the credit report was showing different information we would ask them to bring in additional proof to establish their identity. At neither one of these account openings was that even requested. We opened our accounts with extreme ease. However HSBC is refusing to open any account for us. HSBC is refusing to inform us by phone as to the reason they are denying us and they have failed to inform me by mail as to why they are denying us. So it is literally impossible for me to try to remedy whatever issue they are having with my application. It's as if they simply want to refuse me service.
Company Response:
State: CA
Zip: 92543
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-16
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: There has been an ongoing dispute with HSBC over the HSBC master card. The balance was entirely or nearly paid off about one year ago ( XXXX or XX/XX/2018 ) and subsequently about {$1800.00} in payments were made toward charges on the account between then and XX/XX/2018. During this time, HSBC supposedly closed the account due to suspicious activity but no charges were ever reversed -- instead there are charges and interest and late fees and over limit fees and interest on those and somehow an account that had more than {$7500.00} in payments in the past year has an outstanding balance of more than {$9000.00}? Each time I have asked for help with this I get the " we are working on it '' followed up by no response.
Company Response:
State: RI
Zip: 02840
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please see the attached detail complaint. My personal info is as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX XXXX Phone XXXX Fax XXXX I have been trying to contact HSBC concerning my Deed of Release. They are the servicing agent listed on XXXX. MIN:XXXX I need to clear this matter up ASAP. HSBC is " Clouding my Title '' and preventing me from getting a loan.
Company Response:
State: MO
Zip: 63033
Submitted Via: Web
Date Sent: 2019-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX has been reporting my credit history to all 3 credit bureaus and that information is incorrect. To start they are stating they had my mortgage since XX/XX/XXXX and they were not even established as XXXX XXXX until XX/XX/XXXX. Furthermore HFC held my mortgage inXX/XX/XXXX to XX/XX/XXXX when it was sold to XXXX. Please see attached cover letter to explain more in detail with other docs involved to dispute this case.
Company Response:
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-12
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 the last week of XX/XX/2019 I reported some of the fraudulent activity on my HSBC credit card with a police report. Its been three weeks I haven't received any letter regarding fraudulent activity. they haven't sent me my new card. Haven't given me any kind of credit and in fact sent my card to collections. I received a call from collections to collect {$50.00}. My card ends in XXXX which had fraudulent activity on it. Whenever I call customer care they just transfer me from one department to another, asking me If I am calling from US or not. Verifying me each time by each agent by sending me a text message which I never receive and then saying that my phone is not registered in US. I am totally irritated. Sometimes the call goes to XXXX other times to XXXX. When I applied for the credit card I was told that I will not be held responsible for unauthorized charges, so why the bank is not honoring it? Today was my 10th call regarding this matter. Most of the times when I call their fraud dept is closed. They are just transferring me from one department to another. Disgusting customer service. And when I am calling from the US phone number why they have to ask me each time that if I am calling from US or not? Today I received the bill from HSBC where they have changed the credit card number but haven't given me the credit for the fraudulent transactions. and there is no message in online secure center and customer service is rubbish
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a credit card with HSBC which my mother has been paying off. She would call in and make a payment over the phone. She did not use the card, and would make payments only. She began having problems with HSBC allowing her to make the payments because I was not on the phone making the payments myself. I did call in a few times to submit the payment, and I still had to be transferred multiple times before they would accept it. Eventually, they refused to accept any payments on this account, until I went to a local branch with my ID stating that I live at the address I requested the mail be sent to. Despite their very limited and inconvenient hours and location, I went on a Saturday morning ( the only time I could get to a branch due to work ), where I spoke with a representative in person. The representative took my ID and informed me that I would likely only be able to have the bill sent to the address on my ID, rather than having the bill sent to my mother 's ( I live in XXXX, PA ; my mother lives an hour away ). I informed that this would be fine, but that I just wanted to have access to my account again so I could pay my bill, rather than having any credit issues for lack of payment. 2 weeks after I met with the agent, I was informed that my driver 's license was insufficient and that they required I send utility bills showing my address. I sent about 5 pictures of my utilities. They then declined to accept the utility bills, saying that the entire page must be shown. I then sent 2 additional emails with bills showing the entire utility statement. I have tried repeatedly to ask them if they have received and accepted my information, my emails have been ignored. I called 4 times this week, and received no help at all. When I called the Fraud Prevention Department, I was told the utility bills were not accepted, that I needed to go to the branch. I informed the agent on the phone that I already tried going to the branch and I brought my driver 's license, but it was refused. He said " it does not matter, you have to go to the branch. '' I asked to speak to his manager, he responded " he's going to tell you the same thing I just told you. '' I tried repeatedly to get a manager or supervisor on the phone, I was denied every time I tried. He put me on hold for 20 minutes, then told me he needed to transfer me to another department. After giving me the department 's phone number, he transferred me. I waited on hold for over 80 minutes before hanging up. I tried calling this same number probably 2 other times, and had the same result. During the process of my attempts to pay this bill, I received notification from XXXX that HSBC has reported my account as delinquent as it has not been paid in 2 months. I have had zero progress with the company ; my emails are ignored ; my phone calls are not answered ; they changed my account number so I can not mail a check to them ; they have blocked my access to the online payments page, so I have no way to make a payment on this account and it is now having a negative impact on my credit. I have worked my entire life to maintain a strong credit score, and now it is being harmed by a bank that will not accept my payments. I have documentation to backup most of my claims, and would be happy to evidence my claim with anything I have.
Company Response:
State: PA
Zip: 19125
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A