Date Received: 2018-12-12
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: In XX/XX/2018 I noticed around {$26000.00} of fraud on my HSBC credit card - mostly at two stores in a different state over a two day period. I was surprised that HSBC didn't flag this as fraud, so I called them to report it. A few days after reporting it HSBC had closed the account and opened a new credit card. They produced a statement on the old account showing the large balance with a due date just a few days later. I was advised to ignore the statement, but was annoyed at getting a statement that said it required payment so soon. Unsettling that the paperwork from the bank said one thing and the staff said another. I made several phone calls about this and to request updates about the investigation. HSBC Premier advertise a 24/7 customer service number but outside XXXX they aren't really able to answer this type of question. HSBC report a credit score on statements. During the fraud investigation they were reporting a significantly lower score on my statements which was concerning as it was flagged as being caused by " large balance '' ( the fraud amount ). They were not able to satisfactorily explain this or explain why the score they reported had changed significantly whereas the score from other sources ( XXXX XXXX, XXXX XXXX, XXXX, etc. ) had actually not changed. By the end of XXXX I received a letter saying the issue was resolved and that I did not owe the money. I also received a statement for the old account with the full balance on the statement but with a minimum payment due of {$0.00}. A month and a half later on XX/XX/XXXX I received another statement but this time is said I had a past due amount of around {$500.00} despite the prior statement saying no payment was due. I called the 24/7 premier customer service at HSBC but they were not able to help although they did suggest calling during XXXX Mon-Fri. I asked about their complaints procedure and was transferred to a manager who took down some notes. I asked when I would receive a response and he responded by saying that HSBC do not respond to customer complaints. I asked if there was a mailing address I could write to and was told no. I asked if there is any way of escalating a complaint - he suggested the better business bureaux and he said there was no federal complaints process for financial companies. My issues with HSBC : 1 ) Incorrect statements continued to be generated after resolution of fraud - amount, past due amount, due date, credit score and reason. Advice was often to ignore the statement ( not really acceptable - would prefer it to be corrected or answered in writing ) 2 ) According to the manager I spoke with : HSBC do not have a way for someone to log a complaint and get a response. 3 ) HSBC failed to advise me of CFPB when I directly asked about government or regulatory complaint procedures 4 ) Failed to spot fraud
Company Response:
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I have presented HSBC Bank with disclosure of concerns pertaining the request for a debit card that has not been address since the opening of my account. A supervisor has acknowledge the error and noted on the account that indeed a debit card was requested at the time of the account application. The supervisor apologized for the poor practices and said that a debit card would be expedited to me. It has been several months since the opening of the account and I have not been issued a card nor other concerns have been address with propriety. The continue failure to act appropriately is unacceptable and I continue to be prevented from using my account.
Company Response:
State: MA
Zip: 02474
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I received an offer from HSBC for a credit card with a promotional 0 % apr for XXXX months. I applied and received an approval letter on XX/XX/2018. I received the card in the mail about a week later and activated it.i called a few days later on XXXX day to process a balance transfer. I was told there was a security hold on my card and I would have speak to security then I was disconnected.i called right back and the recording said they were closed for the holidays.I called back the next day XX/XX/18 security answered the line I explained to them there was a hold on my card. The rep then said they are not security they are check fraud and transferred me to customer service. Spoke to the CS rep who said she would have to transfer me to security. I told her security just transferred me to you. She said no that was not true then transferred me to security. The rep came on line periodically to check in. After XXXX minutes I told her I could not hold anymore and asked for the hours of operation. She said XXXX to XXXX XXXX days a week. The next day XX/XX/2418i called the number on the back of my card and an automated system came on and said hours of operation were from XXXX to XXXX XXXX and closed on weekends. Fast forward to today XX/XX/18. I took the day off work to get this settled. I started calling at XXXX XXXX I spoke to and was transferred to several different security people and managers. Each one telling me I had the wrong security dept. I was transferred to a security line for XXXX hours. I started calling on a XXXX phone line and put on hold. This is how bad it was. Calling on XXXX different phone lines telling me I would be in a priority que on one line. The XXXX hour hold on the other line was disconnected. Unacceptable!!! At this point Im on hold now for XXXX hours! I am so disgusted I call back into customer service and tell the rep I just want my account closed ... the rep asks me security questions and then tells me my account was closed on XX/XX/18 for being delinquent on the account.. Are you kidding me????? Ive never even used the card!, the rep then places me on hold to look at my account then hangs up on me.. I call back and after another XXXX hold I get to customer service. I tell the rep again I want close my account. The rep says to close the account I need to send a passcode.. she sends it. I verify it and she says I will have to speak to security. Not happening because I was on hold for XXXX hours with them. Manager comes on the phone and says I need to talk to security to close my account. It is now XXXX Hours o the phone. When she tries to call security she tells me they are now closed! I WANT MY ACCOUNT CLOSED IMMEDIATELY. I want a letter that you are not reporting my account delinquent and the account is closed. I want the inquiry removed from credit report because you have made it impossible to use my card!,, This is the worst service I have ever experienced.. I also want all the calls listened to and explanation on the deplorable customer service I received.
Company Response:
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, I got a phone call from HSBC fraud department asked me about two wire transfers. I told them immediately that I never made any transfer, neither did my spouse. And the HSBC staff on the phone told me he was able to hold both transfers successfully. He also needed to verify my identity. I was very careful with this kind of phone calls and online questions. So I went to the local HSBC branch ( XXXX NJ ) immediately. I told the manager what happened and showed her the number of the phone call I just received. She verified the number is HSBC fraud department and closed all my accounts ( checking, saving, credit card and debit card ) and also reopened new ones. Then it turned out that the two transfers : one didnt get through, the other one was cleared and withdrew by the recipient. It took the HSBC 25days to refund me the transfer ( amount {$60000.00} ) that didnt get through. Then I was told that the other transfer ( $ XXXX+ $ XXXXfee ) was still under investigation. I called customer service and went the local branch several times and asked for an estimated timeline. But nobody can give me one. I searched online and found out I should also report this to the local police department, which the HSBC staff never mentioned to me. ( I reported it to the police department around the end of XX/XX/XXXX )
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am unable to access all my accounts ; savings and credit card. They locked my accounts without informing what the issue was. I called the customer service a few times and directed me to the security team department, but to my surprise, the Dept is only open M-F XXXX to XXXX.I spent HOURS to call the security team department, while at work, with NO luck. Finally, I had to give up and so I called the customer service number again and requested to talk to the Manager but AGAIN, they told me that I had to talk to Security dept since that the dept the only one with access to unlock my account, not even their manager. They also said that the sec dept had very high call volumes and the wait is long and to try calling them early morning. So, the next day, which is today, I called them exactly at XXXX ET and waited for 1 hour without no one still answering the phone. Its been over a week and I still dont have the access to my account! Me too, as other people stated with the same exact issue, concerned about the possibility of fraud and my credit rating.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a HSBC Choice checking account in early XXXX of XXXX. HSBC was running a promotion then that they are still running now ( from their offer terms and conditions ) : " HSBC Choice Checking {$200.00} Welcome Deposit : For this offer, New Money33 is required. HSBC reserves the right to change or terminate this offer at its sole discretion. For purposes of determining whether you have maintained the Qualifying Balance for the Welcome Deposit, a New Money average balance will be calculated by averaging the end of day balances of each Business Day throughout the total offer period. Your HSBC Choice Checking account must be open and in good standing at time of gift fulfillment. Limit one Welcome Deposit per customer, including all individual and joint accounts - the first line name on the joint account is considered the customer for gift purposes. The Welcome Deposit to your HSBC Choice Checking account will be reported on the applicable IRS form. Eligible customers who take advantage of this offer can not receive any other New Consumer Deposit Offers provided by HSBC Bank USA, N.A. New Consumer Deposit Offers are defined as incentives in a form of merchandise and/or cash bonus that are offered to customers who open an eligible checking account and satisfy qualifying activities. '' It is now XX/XX/XXXX and I have both maintained a {$1500.00} balance AND a recurring direct deposit from my employer since the account was opened. However, HSBC is refusing to apply the {$200.00} reward. From their customer service agents, I have received 3 different reasons : 1. The first agent said I do qualify, but would have to wait another 4-6 weeks ( this was in XXXX ). 2. After still not receiving it, the second agent said I did not receive the reward because my balance was only {$250.00}. This agent was looking at my credit card account, not my checking. When I corrected them, they pivoted and said my account would need to be reviewed. 3. The agent I spoke with today said that I did not receive the reward because I already had a HSBC credit card which disqualified me from the reward. Regarding # 3, here are HSBC 's terms on existing customers : " This offer is available only online for applications completed using the Apply now button on this webpage. You must be at least 18 years of age, have a Social Security Number, currently have a U.S. residential address and have had U.S. residency for the past three years to apply for a deposit account online. Customers who held an HSBC consumer deposit or investment account from XX/XX/XXXX through and including XX/XX/XXXX are not eligible for this offer. All qualifying activities must be completed within the stated time frames in order to be eligible for the Welcome Deposit. '' I did not have a deposit or investment account, I had a credit card account. Again, HSBC is changing the rules as they go along to avoid payment of a simple and straightforward new account reward.
Company Response:
State: OH
Zip: 447XX
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
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: I received a phone call from XXXX XXXX XXXX in XXXX GA on XX/XX/18 regarding an amount they say that I owed to hsbc bank, the individual had information such as the last 4 digits of my ssn, past addresses, current address, names of relatives, marital status, cars Ive owned, employer and other information. Every time I would ask them to send documentation proving that I owed this debt and to prove this is not a scam he would remind me what information they have and threaten to come to my job or home. He said that I have a legal suit against me by hsbc and that they will take action if I do not pay. The information sounded convincing so I set up a payment arrangement to pay the debt. After the fact I XXXX the company and the address, the address belongs to XXXX mail store. No website or anything. I also do not have any record of owing hsbc. I saw hundreds of complaints just like mine. I contacted my bank for information about the transaction and it appears the money that I authorized them to draft went to a XXXX account???? What legit debt collector receives money through a XXXX acct? I have stop the payments that have been drafted until there is absolute proof that I owe this debt, itemized statement and something stating this is a legit company that is licensed to collect for this debt
Company Response:
State: VA
Zip: 22406
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
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: Credit Card Company : HSBC, U.S. Their address : XXXX XXXX XXXX, XXXX XXXX XXXX I've advised HSBC U.S. about a charge processed on my consumer credit card on XX/XX/18 in the amount of {$44.00}. This transaction, according to records, occurred on a gas station in XXXX XXXX. When i saw this transaction posted I immediately contacted HSBC and told them that such transaction had not been originated by me, and i confirmed to them that the card had been always in my possession. At the time of me reporting this I was in XXXX XXXX using the card, and, as you will be able to see on the documentation attached, previous to that i was in XXXX, XXXX ( where i reside ) and in XXXX, XXXX ( for work ). I was in XXXX ( in early XX/XX/XXXX ) but always in XXXX 's vicinity, nowhere near XXXX XXXX ( which i have never visited ). HSBC declined the dispute based in my " spending pattern '', would like for them to detail how many more transactions they see coming from XXXX XXXX for them to support their assessment. I'm extremely displeased with their decision that's why im pursuing this matter through you.
Company Response:
State: TX
Zip: 77545
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Over 30 days ago I noticed a withdrawal from my HSBC account. Someone wired money from my account to another account in Illinois. I contacted my account and they were able to get a hold of the other bank and stop the distribution of my money. I have now waited over 30 days for the amount of {$400.00} plus a {$35.00} service charge to be put back in my account. It takes over an hour to sit on hold waiting on someone from the fraud department to get on the phone and when I do no seems to know when I'm getting my money or what is going on.
Company Response:
State: VA
Zip: 20191
Submitted Via: Web
Date Sent: 2018-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-07
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Tried to use my card XX/XX/18 and XX/XX/18 and it was declined. Called the number of the back of the card to find out why and after being on hold for nearly an hour was told they couldn't help me. I needed to talk to a specialized fraud department. Gave me a phone number ( XXXX ). Have called them numerous times and get left on hold. System automatically cuts you off after 2 hours so you never get to the front of the line. I have spent nearly 15 hours trying to get someone to answer the phone. Not only can I not use my card I can not pay my bill online or collect on my earned cash rewards. I want my money back and then I am done with this company ... it is absolutely disgraceful that they would shut a persons card down and then not answer the phone.
Company Response:
State: MN
Zip: 55379
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A