Date Received: 2019-01-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I initiated a wire for the amount of {$5000.00} US Dollars from my bank, XXXX XXXX to my husband 's bank in XXXX, HSBC. The funds did not make it to his bank. After 2 weeks of waiting I decided to cancel the wire and the XXXX XXXX wire department requested a return of funds. On XX/XX/XXXX XXXX XXXX informed me that HSBC involved OFAC and that I needed to answer a series of personal questions for HSBC to release the funds back. On that same day XXXX XXXX sent the requested information to HSBC. Again, XXXX XXXX asked for the funds to be returned. Everyday after the XX/XX/XXXX XXXX has sent requests to HSBC to return funds and has had no response. On XX/XX/XXXX, XXXX XXXX informed me that OFAC had closed the investigation but still hadn't heard any responses to the requests sent by XXXX XXXX to HSBC regarding the return of funds. Today it is XX/XX/XXXX and XXXX XXXX 's wire department has yet to hear any responses. I need my money back now! Wire Confirmation number that XXXX XXXX sent the wire successfully to HSBC is # XXXX
Company Response:
State: TX
Zip: 76133
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I opened an HSBC Credit card because they had 0 % interest for balance transfers for the first 18 months. I did a balance transfer, one month later my old credit card ( XXXX XXXX ) had still not received the payment so HSBC cancelled it for me. Now I tried doing the balance transfer using the check HSBC gave me and this worked. So my balance was transferred ( {$1800.00} ) over to Hsbc in XXXX, I made my first payment in XXXX ( {$50.00} ). XX/XX/XXXX I received a letter stating my next payment would be XX/XX/XXXX. So on XX/XX/XXXX I tried to schedule an online payment with no success. I clicked on live chat and explained my problem and they said to call during business hours because my account was frozen for fraud. I've been on hold for over three hours so far. I went to th branch and they couldn't help me either. There is no reason for my account to be frozen as there has been no fraud and everything I've done on the account I have done with them over the phone. Now I'm worried I'm going to rack up late fees because they won't late me pay my bill and at this point I just want to find another bank with better customer service. The online live chat wast helpful at all simply told me to call the number that he had no information. I also received no notice that my account was frozen.
Company Response:
State: NY
Zip: 11554
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Throughout the second half of XXXX, I received multiple credit card offers from HSBC Bank related to my high credit score. Multiple offers were received from HSBC for an HSBC Cash Rewards Mastercard. On the advertising " pre-screened '' offer, it stated a 0 % Introductory APR in bold red lettering. A similarly looking offer was received for the same colored and designed credit card, an HSBC Platinum Cash Rewards Mastercard. Both offers offered {$150.00} cashback for spending " x '' number of dollars in the first 90 days of account opening. One of the offers stated XXXX points that equaled {$150.00} cashback. After multiple solicitations I decided to sign up for the card in XX/XX/XXXX that included 0 % introductory APR for 15 months for purchases and balance transfers. Or, so I thought. I spent on the card according to a planned project for those stated terms. In late XX/XX/XXXX I received my first statement showing a 14.99 % APR on purchases. At this point the total I accrued on the account was based upon a payment plan to pay off the full balance in early XX/XX/XXXX. On XX/XX/XXXX I spoke with multiple representatives at the company who defended the fraudulent advertising practices, even referring to the website to review the offers attempting to make me believe it was 0 % for 15 months on balance transfers. I received a paper offer ( multiple to be specific ) and this is not how the advertising read or what was expected based upon the advertising. To date, I have never used a balance transfer in my life and did not plan to do so. The credit card was signed up for and used according to the 0 % Introductory APR for purchases and transfers offer I believed I was getting. The Cash Rewards and Platinum cash rewards card design are nearly identical in nature and the terms are similar except for the purchases clause. The attached document is an example of one solicitation letter, but not necessarily the one attached to the sign-up I used.
Company Response:
State: PA
Zip: 196XX
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Tried to open multiple times an HSBC checking between XX/XX/XXXX - XX/XX/XXXX XXXX. Repeated denied : " Dear XXXX, We're writing to notify you that your application for a new HSBC Advance checking account was declined because were unable to verify the identity of the applicant. If you requested online funding at the time you submitted your application, this transaction has been cancelled. Sincerely, HSBC Online Account Opening Team '' Even so - I was a customer of the bank in the past ( confirmed, and does not prevent opening ), they had successfully checked my credit reports multiple times which fully confirm my identity ( prof present ). All the information I entered was correct. So the reason presented is absolute invalid nonsense. Sincerely, XXXX XXXX
Company Response:
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I opened this HSBC/Mastercard credit card account at the end off XXXX, accepting an invitation they sent to me by regular mail with an incentive of {$150.00} after {$1000.00} of purchase with that card. I was approved and start using it and scheduled two on line payments with emails confirmations. 1- {$100.00} on XX/XX/XXXX conf. XXXX 2- {$500.00} on XX/XX/XXXX conf. XXXX By XXXX Holidays my wife told me that her card was rejected at the store. I told her that should be fine due may earlier payments. I checked on line, and the payments were reversed and a {$25.00} fee was added. I called to customer service XXXX on Thursday XX/XX/XXXX twice and waited for 45 minutes first and about 30 min hold, no agent took my call while waiting. Finally an agent answer and told me that my account was blocked and I need to call security to XXXX. Called by XXXX a machine asked for my ID info and again wait for about 20 min nobody took my call and I decided to hang up because I've got to work. Called again next day same thing 30 min on hold no agent to take my call, so I hung up. So XXXX passed by and I went on line on XX/XX/XXXX, and tried to check my payment info to see any errors, I couldn't pay neither could see my payment information but I created A link to my bank account just in case. I start chating to them to look a new way to pay and make them to waive the fee. After chating for a while they told me that they can't help me that I need to call XXXX which I did but same thing It put me on hold and nobody took my call. Call again, and finally an agent answer but she told me that I need to call the XXXX during office hours, because she can't help me at that time. I'm afraid more fee are coming up and I have no way to pay. That's a ridicule and consuming time situation. that costumer service is horrible it tired me up. I just wanted to pay that in full get rid of those fees and close the account but they don't have a branch in XXXX Texas.
Company Response:
State: TX
Zip: 77339
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I initiated a balance transfer of {$4600.00} from my XXXX credit card account to my new HSBC credit card on XX/XX/2018. I received a confirmation email from HSBC that stated that the balance transfer should be complete within 7-10 business days. The balance transfer amount posted to my HSBC account on XX/XX/XXXX at XXXX. I noticed that it had not posted to my XXXX account on XX/XX/XXXX and decided to call HSBC customer service to inquire about the status of the transfer. I was brushed off by their customer service team and was told to call back in a week if the transfer was still not posted to my XXXX account. I called the customer service department again on XX/XX/2018 at XXXX and requested a status update on the balance transfer. Once again, the CSR told me that I need to be patient and wait another week and call back again if the amount still had not posted to my XXXX account. I made another call on XX/XX/XXXX at XXXX. This time, the first CSR accidentally (? ) hung up the phone after I was told he was going to do a payment trace. After calling back again, the second CSR told me that they are not able to do a payment trace. It then appeared to me that he was stalling. For example, he rep. told began to inform me on what a balance transfer is instead of directly handling the issue I presented. I promptly requested to be connected with a supervisor so that we can begin an investigation on their end. The supervisor that I ended up talking to was not very helpful. She told me that she was going to start an investigation and that we should have information within 5 business days I believe. She also told me to call back today, XX/XX/XXXX if the payment did not post by that time. I requested email updates on the status of the investigation : They did not do this at all. My final call was today, XX/XX/XXXX. The transfer has still not posted to my XXXX credit card account. I talked to another CSR who told me that the investigation process can take up to 14 business days. I told him that I need a path to resolution which he was unable to provide. Once again, I feel like they are brushing me off and simply adding more time delays into this process. We ended the call when the CSR told me that the supervisor that I talked to on the XX/XX/XXXX will be calling me back this afternoon regarding the status of the investigation. Through this whole process, XXXX has been very helpful. It has been very easy getting an informed individual on the line to help me investigate this issue. It only took me a few minutes to get an account specialist on the line investigating my issue. The XXXX employee believed that a payment trace should be a routine an easy thing for HSBC to do. Unfortunately, getting things done with HSBC has proved impossible at this point. I regret opening an account with them. As of right now, I have essentially doubled my debt because of this. Because so much time has elapsed, I am approaching my first payment on the HSBC card on XX/XX/XXXX. I am also going to have to pay on this balance transfer amount on my XXXX card on XX/XX/XXXX.
Company Response:
State: IL
Zip: 60134
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I previously submitted complaint XXXX regarding this issue but it was closed without my being allowed to dispute HSBC 's response. I submitted an application for an HSBC Advance account on XX/XX/XXXX. This was after I saw the terms and conditions of a bonus offer that stated I would receive a {$350.00} bonus if I deposited {$10000.00} into the account and maintained that balance for 90 days. The fine print stated I would not qualify if I had an account between XX/XX/XXXX and XX/XX/XXXX ( attachment # 1 ). I confirmed that day ( XX/XX/XXXX ) in an HSBC chat that my previous account had been closed on XX/XX/XXXX ( attachment # 2 ). Th account was then opened on XX/XX/XXXX and I maintained the {$10000.00} balance for well over the 3 months. I contacted HSBC via phone, chat, email several times and did not receive an actual substantive response until I filed my first complaint. That response indicated the terms I explained above were not posted until XX/XX/XXXX, a day after I applied. Per the representative, the terms in effect at the time of my application disqualified anyone having an account between XX/XX/XXXX and XX/XX/XXXX, which would disqualify me. However, I dispute this. While the PDF of the offer I saved was not date-stamped, I found a date-stamped {$750.00} HSBC offer from XX/XX/XXXX citing the XX/XX/XXXX through XX/XX/XXXX disqualification time period ( attachment # 3 ). I also would not have applied had the offer I applied for stated XX/XX/XXXX through XX/XX/XXXX. The fact that I still applied after confirming my previous account had been closed on XX/XX/XXXX is evidence of this. Regardless of HSBC 's claims, the terms at the time of my application did not cite the XX/XX/XXXX through XX/XX/XXXX disqualification period. It seems very possible that the terms were posted a few days earlier than intended but that is HSBC 's error, not mine. I followed all the instructions and met all the requirements at the time that I applied ( evidence attached ) and should be credited the {$350.00}.
Company Response:
State: NY
Zip: 11040
Submitted Via: Web
Date Sent: 2019-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-01
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened my account # XXXX at HSBC on XX/XX/XXXX with the following promotion, " Receive {$350.00} bonus when you open a new HSBC Advance checking account online by XX/XX/XXXX and deposit {$10000.00} in new money within 30 days of account opening. Maintain this balance for 90 calendar days from the date you deposited the funds. Bonus will be deposited approximately 8 weeks after completing all qualifying activities. Consumers who held any HSBC consumer account from XX/XX/XXXX through XX/XX/XXXX are not eligible. '' I didn't have any checking account nor credit card during anytime ( even one day ) falling into that period, from XX/XX/XXXX to XX/XX/XXXX. I've closed my previous checking account with HSBC ( account # XXXX ) on XX/XX/XXXX. Since I've closed my account in XX/XX/XXXX and 12 months have passed after I closed my previous account, I was eligible for this promotional bonus. I have met all the terms of this promotion, but after not receiving any bonus, I have raised a case # XXXX with a chat representative named XXXX on XX/XX/XXXX. On XX/XX/XXXX, I have received a response from HSBC bank stating that, " the customer had a past relationship with HSBC in the last 1 year of campaign start date ''. This is incorrect. My past relationship with HSBC ended on XX/XX/XXXX when I closed my previous checking account. No other relationship existed with HSBC in the last 1 year before opening my account.
Company Response:
State: UT
Zip: 84104
Submitted Via: Web
Date Sent: 2019-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-31
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Previously filed complaint XXXX, requested that HSBC review historical " checks '' sent via bill pay to determine if there are any historical checks which have not been cashed and not be refunded to my account. I had two instances that I knew of and have had corrected but am requesting that the bank identify any others since this information is not available to me via website nor via their helpdesk. The response to the complaint researched one check but not all checks submitted through bill pay. Please research all bill pay checks for the history of my account.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-29
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: HSBC Bank USA has begun charging a fee when you pay your Mastercard bill, on time. This was written in small print to begin XX/XX/2018 without any reason given. Though only a dollar ( on my credit card bill ), it could increase without warning. I went to the bank, spoke with the banker and the teller. They claimed to know nothing about this. When I phoned, only robot offers given for responses. HSBC gives very little interest, even on a {$40000.00} savings. The Mastercard web site mentioned that the bank is responsible for the fee, as the issuer of the card.
Company Response:
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A