Date Received: 2019-02-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My credit card had a fraud of over {$500.00} in XX/XX/2018 and I promptly closed my card and asked HSBC to not renew it. HSBC registered a fraud complaint on my behalf and started investigation. Later they found that the transactions were actually fraud and sent me a letter explaining about it. About 90 days after this incident, I received communication from HSBC that I had not paid back my credit card amount and should expect a dent in my credit score etc. When I contacted customer service, they explained the situation in detail. They explained that while the fraud charge was under investigation, the bank was expecting me to pay the amount back. Since, I did not make any payment, they levied late fee and interest on my account. Thereafter, once the fraud complaint was resolved, they removed the fraud amount from account but the late fee remained. Then, on the next cycle, they added more late fees as the account still had a balance and continued to do so for 2 more cycles. They informed me that this should not have happened in the first place and that they'd credit back the full amount to my account and it would not show a balance. They also apologized and sent a letter explaining the actions. However, in the very next cycle, I saw one more late fee charge and also saw their credit. I contacted the customer service again and the new representative said that I needed to make the payment and the credit was not enough to offset the balance alone. I went ahead and made a payment and they immediately credited me back the amount paid. Amidst all this, they maintained that the whole fiasco should not have happened and apologized for it. However, by this moment, they had already reported the effect of late fees to credit agencies dropping my credit score heavily. I am a diligent credit card user who has always paid it back in time, without a ding in my history. However, this incident is making me suffer a bad score through no fault of my own but the sheer negligence of HSBC who did not communicate anything clearly and left me frustrated with the whole system altogether.
Company Response:
State: CA
Zip: 94086
Submitted Via: Web
Date Sent: 2019-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-16
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/2018 I opened a credit card account with HSBC Bank in response to their invitation letter offering {$150.00} Welcome Bonus with a condition as to spend {$500.00} within three months. Within less than 3 months we already spend required amount using the issued credit card. I spoke to the bank customer services and they told me that you do not have the welcome reward associated. I think this bank is running some sort of scheme and misguided the customer. We have been holding the checking account with this bank since more than 15 years. Issued credit card number is XXXX - HSBC Bank Credit Card. We have closed this account. If need more information we can provide it.
Company Response:
State: NJ
Zip: 08859
Submitted Via: Web
Date Sent: 2019-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Dear Sir or Madam, Back in XX/XX/XXXX, I've received an offer from HSBC for {$750.00} bonus when a checking and savings account will be opened and some requirements will be met : https : //www.us.hsbc.com/checking-accounts/campaigns/offers/ # premier-checking-details On XX/XX/XXXX, I opened both checking and savings accounts, funded the savings account with {$100000.00} ( the required combined balance between the 2 accounts had to be at least {$100000.00}, as required by one of the conditions ). Another requirement was to maintain a balance of at least {$10000.00} for 90 days and then, approx. 8 weeks after the initial 90 days, {$750.00} will be deposited into the checking account. On XX/XX/XXXX, HSBC took the initiative of closing my checking account and forfeiting the {$750.00} bonus, although they still have my {$100000.00} in the savings account. All my attempts to resolve this issue with HSBC were unsuccessful. Therefore, I'm kindly asking for your assistance. Should additional information be needed, please let me know and I'll gladly provided. Sincerely, XXXX XXXX
Company Response:
State: CT
Zip: 06830
Submitted Via: Web
Date Sent: 2019-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: this is in regards to an HSBC credit card account # ending XXXX i called them early XX/XX/2018 to pay off my balance. After being transfered multiple times i was transferred to the collection department only to be told no one could take my payment and gave me # XXXX to call and pay. i called that # only to be told they did not have the account. On XX/XX/2018 I called HSBC again transferred multiple times again to be told they cant take my payment and to call XXXX XXXXXXXX XXXX. I calld XXXX XXXX XXXX and paid them in full on XX/XX/2018. They did not give me a receipt. but did say it would update to a paid in full within 30 days. That never happened. Now as of today HSBC is reporting a " chargeoff '' to the bureaus reflecting a derrogatory on my credit costing me my home loan. I want this rectified as I do not have long and want to leave a clean slate for my family. This is horrible that my credit report reflects payments on time at 100 % for this company who I have tried to work with and pay since the summer.!!! This is unacceptable and demand this be removed from my credit file.
Company Response:
State: CA
Zip: 90604
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: In XX/XX/XXXX, I received a credit card in the mail, that I did not apply for. As soon as I got the card in the mail, I called the company, HSBC XXXX, to report fraud. This was on XX/XX/XXXX. I spoke with XXXX, in the fraud department and she said she would close the account and gave me a fraud claim reference number, # XXXX. Later, I received a letter regarding a returned check for {$9900.00} from the same account. I called again on XX/XX/XXXX and spoke with XXXX to file another fraud claim and ask why the account wasn't closed. He assured me that they already " flagged '' this account as fraud, that no charges went through successfully and I was not liable for any activity. I then filed a claim with the FTC, ( Federal Trade Commission ), right away and sent a follow up letter to HSBC XXXX on XX/XX/XXXX, that I printed from XXXX. I also filed a police report, with the Police Department, I have the case number when needed. In the end of XXXX, I received a statement showing multiple charges, starting with a deposit on the card for {$9900.00}, the same amount as the first attempted withdrawal ( in the form of a check ) and first charge I disputed. ALL of the the credit card charge details show the same thing, " Medical Purpose XXXX Debit HSBC XXXX '' to a XXXX XXXX XXXX XXXX. This obviously is a serious warning sign for any credit card company as fraud and to freeze the account. The credit card charges and dates are as follows : XX/XX/XXXX - Opening Balance = {$0.00} XX/XX/XXXX - Deposit = {$9900.00} XX/XX/XXXX - Withdrawal = - {$4300.00} XX/XX/XXXX - Withdrawal = - {$4700.00} XX/XX/XXXX - Return of Deposit item = - {$9900.00} XX/XX/XXXX - Return of Deposit item = - {$9900.00} XX/XX/XXXX - Chargeback Fee ( 001 Items ) = {$10.00} XX/XX/XXXX - Chargeback Fee ( 001 Items ) = {$10.00} XX/XX/XXXX - Interest Paid from XX/XX/XXXX thru XX/XX/XXXX = XXXX XX/XX/XXXX - Ending Balance = - {$18000.00} As I mentioned, I called to report fraud and closed this account. ( or so I thought ). This company never filed a dispute and allowed charges to go through under another name in another country. Not only that, I did not receive these statements until XXXX. When I received this statement, I was livid. I called to dispute again on XX/XX/XXXX and spoke with XXXX. He was no help and could not answer simple questions, like " Why '' and " How ''? Nor could he find the fraud case number I was originally given. I asked to speak to a Manager, she was honestly no better, her name was XXXX ( pronounced XXXX ). She located the case number, but could not explain why the account was never closed. I explained that the second rep I spoke with in XXXX, XXXX, said they flagged the account and that no charges could go through. The reps kept telling me not to worry, as " I wasn't liable for any of these charges ''. As if that makes me feel at ease, that someone can open a credit card in my name and rack up over {$18000.00} worth of fraudulent charges. Also, it DOES effect me when it goes to collections and brings down my credit score. No one would listen to me, assist me, or answer the simple question of how could this happen and I need a reference number showing this account is actually CLOSED this time. She would not give me a reference number, she said she can not do that and could not even explain to me as to why. I insisted she give me something before I got off the phone and asked for her employee number, she gave me the spelling of her first and last name, " XXXX XXXX '', wich she said would account for the reference of the conversation, as it was being recorded. ( I really have no way of knowing that ). I received a few other statements, showing the same amount owed. - {$18000.00}, and stating that they were now " closing the account '' due to non-payment. I could not follow up with Identity theft, due to the Government shut down, the site too was shut down. Once back up, I am following up on the claim. I printed another letter to HSBC from the Identity theft website and will mail it today. I have already spoken to 4 different representatives at HSBC, which got me no where. It it pretty clear that they did nothing so they could let the charges build up, get their money and move it to a collection agency. I am at a loss for how to move forward. I am thinking to get a lawyer, as this company was more than negligent and could have prevented all this from happening. I also do not want this to happen to anyone else. Please contact me, and advise me on how to move forward. Thank you. P.S. I HAVE COPIES OF ALL STATEMENTS, NOTES, ETC. AND CAN PROVIDE. This site says not to put anything personal, so I will wait to send to the correct person ( s ).
Company Response:
State: CA
Zip: 94044
Submitted Via: Web
Date Sent: 2019-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
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: On XX/XX/XXXX, I went to get my hair highlighted at XXXX XXXX. I asked for blonde highlights on my natural brown hair. Bottom line, they turned out orange. I was charged {$110.00}. Granted, I left without getting blown dry because I had to be at work. The hairdresser ran a half hour behind my appointment time, which I understand things happen, but it was a rushed job and highlights/ color on long hair can not be rushed. Anyway, the front of my hair looked blonde and pretty, however, the back of it was all orange. I had not noticed that until I got home after work that day. I called the Salon to reschedule another appointment to get it fixed. I went back on XX/XX/XXXXand was charged another {$60.00}. It still was orangey. I ended up going to a different salon ( XXXX XXXX XXXX XXXX XXXX ) on XX/XX/XXXX and spending another {$130.00}. After not one, but TWO hair stylists at XXXX took a very good look at my hair, they found pieces that were bleeding, unevenly distributed highlights, color tone that was off and as mentioned, a ton of orange pieces. I was told I had a good 8 hours of work needed to fix my hair!! HSBC is giving me a hard time disputing BOTH charges. They reversed the {$60.00}, but not the initial charge of {$110.00}. Obviously I was not happy with the results because I went to a different salon so why am I still being charged?? I have tried to attach a letter from HSBC refusing to credit the {$110.00}, and I also have a letter from XXXX explaining why it should be credited and the amount of work needed to fix it, however I am having problems uploading it on here. I will definitely mail both documents in to be reviewed. Thank you.
Company Response:
State: NJ
Zip: 08360
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account with HSBC, followed the step which is depositing {$1500.00} and maintained it within 90 days upon account opening, fine print said after maintaining {$1500.00} within 90 days {$200.00} bonus will be deposited to account after 8 weeks, its been 6 months and 1 week now, bonus was not credited to my account. I call customer service several times action was not taken.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: HSBC credit card is showing on my credit report and XXXX XXXX XXXX, XXXX is trying to collect on a debt on HSBC behalf that I am in disagreance in with. It is reporting {$1100.00} - I do not have any knowledge of this account this account was reported to my XXXX credit bureau it is drastically and negatively affecting my credit. I am currently in the process to buy a new home and this company and or HSBC is delaying the process due to this collection account. I have reached out to this XXXX XXXX XXXX twice and they are not able to provide me with current or correct dates. Also, I am filing a formal complaint with the XXXX in regards to this debt collection. Collection agent/agency stated they spoken with me I have never called in at all to speak with anyone at this collection agency. I am exercising my FCRA rights with this debt.
Company Response:
State: TX
Zip: 78754
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: HSBC Bank USA, N.A. had a " Get {$350.00} with this exclusive offer. A special invitation for HSBC Advance. I would receive {$350.00} by depositing a minimum balance of {$10000.00} and maintain at least the qualifying minimum balance for 90-calendar days. For example, I open a HSBC ADVANCE CHECKING account on XX/XX/XXXX. By XX/XX/XXXX, I should receive a {$350.00} Welcome Deposit into my new HSBC Advance Checking Account approximately eight ( 8 ) weeks after completing the requirements. Opened account with XXXX XXXX XXXX, Personal Banker at HSBC Bank USA, N.A., XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX [ XXXX / XXXX ] on XX/XX/XXXX after XXXX XXXX assured me that I QUALIFIED for the {$350.00} bonus welcome interest. XX/XX/XXXX : I emailed XXXX XXXX, XXXX Branch Service Manager at XXXX regarding the failure of XXXX to deposit the {$350.00} onto my checking account. XX/XX/XXXX : XXXX XXXX wrote me back to inform me that she is reaching out to the marketing team. XX/XX/XXXX : XXXX XXXX said that she was informed that I had a previous HSBC account, thus did not qualify for the {$350.00} promotion. I DO NOT HAVE ANY PRIOR HSBC ACCOUNTS. XX/XX/XXXX : I wrote a letter to Mr. XXXX XXXX XXXX, Chief Executive Officer and President of HSBC North America Holdings , Inc., HSBC Bank USA, N.A. and HSBC USA Inc. at the XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, New York XXXXXX/XX/XXXX : I received an email from XXXX XXXX, Manager of Customer Relations. She said that she will look into the matter and will contact me. XX/XX/XXXX : I emailed both XXXX XXXX, Manager of Customer Relations AND XXXX XXXX, XXXX Branch Service Manager for a written explanation on why HSBC failed to deposit {$350.00} onto my checking account. XX/XX/XXXX : I received an email from XXXX XXXX, Manager of Customer Relations. She said that she is continuing her investigation and will contact me. XX/XX/XXXX : I wrote XXXX XXXX, Manager of Customer Relations a letter regarding HSBC Bank USA, N.A. failure to honor its contractual obligations. As of this date, XX/XX/XXXX, no requested information as to the denial of the {$350.00} and failure to follow its own contractual protocol- We will investigate your complaint and will correct any error promptly. If we take more than 10 business days to do this, we will credit your account for the amount you think is in error, so that you will have the use of the money during the time it takes to complete our investigation.
Company Response:
State: CA
Zip: 90019
Submitted Via: Web
Date Sent: 2019-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: CFPB closed my complaint based on a letter that was later mailed to me, from XXXX XXXX, stating that {$25.00} had been deducted from my account. This was not disclosed to me during our conversations. This was not disclosed in any way, in fact, until after the account was closed. XXXX XXXX 's letter refers to the Terms, and describes this as an " Early Closure '' fee that was part of the Terms, however, the account was not closed early. First, contrary to XXXX XXXX 's implication, the Terms allow, but do not require this fee. Second and more importantly, " early closure '' is within 180 days ( see attached secure message from HSBC ). I opened this account on XXXX XX/XX/XXXX. I funded it on that same day via XXXX XXXX transfer. After a few days, when that transfer had not been credited to my account in violation of HSBC terms and relevant law, I complained, and in the end, HSBC did finally credit my deposit, retroactively, another unlawful act, but putting the funding date as XXXX XX/XX/XXXX ( see second attachment, statement with date account opened and funded ). As per XXXX XXXX 's letter, the account was closed on XXXX XXXX XXXX. Whether counting from the date the account was opened ( as required by the Terms ), or when it was funded, in either case 180 days elapsed in XX/XX/XXXX, about a month before the account was closed. Indeed, after HSBC, in one of many messages exchanged via the secure message center on the HSBC app, informed me that if I closed the account within 180 days of opening it I could be assessed a {$25.00} fee, I deliberately waited until the 180 days had elapsed before taking further action. HSBC apparently assessed the fee anyway, without notifying me at the time, without notifying me before doing so, and without any basis for doing so.
Company Response:
State: NY
Zip: 11563
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A