Date Received: 2018-12-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On the evening of XX/XX/2018 I discovered that was unable to login to my HSBC USA online account. I called the bank 's customer service number. Their phone system verified my identity through my phone number, account number, voice print, and last 4 digits of my social security number. Customer service told me that my online access is blocked. They refused to tell me why I was blocked. They refused to tell me my account balances, claiming that it would be a breach of security to tell me my balances, even though my identity had already been verified by the phone system. They insisted that in order to restore access, I needed to call the security department at XXXX during their business hours M-F XXXX - XXXX EST. I called the security department at XXXX EST on XX/XX/2018. After I identified myself through the automated system, I was put on hold for 9 hours, by which time I got a recorded message telling me to call back during their regular business hours. A representative from the bank 's customer service also tried to call the security department but never got a human response. On XX/XX/2018, I again tried to call the security department, but again, I got put on hold. When I complain to customer service that no one at the security department answers, they tell me they can't help me. They insist that I must call the security department, and then they transfer me to the security department which never answers. Meanwhile, I am still unable to login and the bank denies access to all my funds on deposit, which include a checking account and a savings account. The bank has my phone number, email address, and mailing address. Yet I have not received any communication from the bank informing me that my online access has been blocked. I only discovered the blockage when I attempted to login.
Company Response:
State: CA
Zip: 92629
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: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I saw the advertisement online for a {$350.00} bonus after opening an HSBC Advance checking account and following several requirements : XXXX XXXX XXXX I opened the account on XX/XX/2018, deposited {$10000.00}, and left the money in the account for several months. After the 90-day window after which the bonus should have been given passed, I called HSBC several times. At first, they confirmed that I qualified for the bonus and told me the bonus would be given after 6-8 weeks of processing. After waiting 8 weeks and not receiving the bonus, I called several times again and was eventually told that I actually did not qualify for the bonus as they claimed I had not clicked the correct link when opening the account. However after several phone calls they can not tell me where I had signed up that was apparently the wrong place. In summary, I opened a checking account that fulfills all the advertised requirements for a {$350.00} bonus, but HSBC will not give the bonus because they claim I clicked the wrong link.
Company Response:
State: GA
Zip: 30075
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: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Credit Card application Fraud. HSBC has a help line but I have been on hold every day this week for 3 hours each day and I cant get anyone to answer the phone. XXXX XXXX XXXX. They must have 3 people working the phone for thousands of calls and they DONT CARE ABOUT THE CONSUMER. The issue is my credit report shows unused lines of credit for {$200000.00} opened by a criminal. Please help me. if it helps. I have some old friends that you work with from the FDIC.
Company Response:
State: RI
Zip: 02886
Submitted Via: Web
Date Sent: 2018-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-06
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/2018 I applied for a HSBC Cash Rewards Mastercard credit card online that was advertised to me via mail and was approved. About a week later I received the card and activated it. When I tried to make a purchase on the XX/XX/2018, it was denied. I called the credit card company on this same day ( XX/XX/2018 ) and the first representative told me she had to transfer me to someone in the fraud department. The lady in the fraud department told me my that my account was flagged since my cell phone number could not be confirmed in their system. I provided my home phone number to her, she called me back on my home phone number, and then proceeded to tell me she also needs my license. She sent me an email to which I was supposed to respond with a picture of my driver 's license to further confirm my identity. I responded with a picture within less than a minute of receiving this email from XXXX. This representative promised they could even take care of the situation that same day. I have not heard from the company since. Every time I call I am put on hold for hours and can not get through. When I do reach a representative, they insist that I need to be transferred to someone above them.
Company Response:
State: IL
Zip: 60016
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-06
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: On XX/XX/XXXX two of my family members were contacted by XXXX XXXX to inform me that I should be home to sign for a package on XX/XX/XXXX The packeage was to arrive in between XXXX XXXX and XXXX. ( No package arrived ) I got the number that they left with my brother, so I called. I talked to a XXXX XXXX. He said that my outstanding debt from HSBC bank is going to be taken to court and I was being sued in a few days if I don't settle. This debt, which I do not recall ; is supposedly from XXXX. The total is {$2800.00} with late fees and other charges. The original debt supposedly was XXXX. They said I could file for hardship and pay less then what the original amount due. I did not pay or agree to pay anything. I told him I wanted to investigate this matter further. Mr. XXXX said I had to the end of Thursday XX/XX/XXXX to get back in touch with him or the suit will be filed. I feel this is a scam and had a similar call from a company in the beginning of XXXX for the same HSBC bank in wich I paid over {$700.00} to clear. I also feel this was a scam by a different scammer.
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
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: Myself and other members of my family received a semi automated call about a debt that I know nothing about from HSBC.
Company Response:
State: CT
Zip: 06457
Submitted Via: Web
Date Sent: 2018-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On the XX/XX/2018, I was unable to access funds in my account using my debit card at a car dealership, despite adequate funds being available in my account. The amount was {$12000.00}. Despite contacting the bank via telephone and spending over an hour on the phone with them ( being passed from department to department ), the bank refused to authorise my payment. After many different attempts at rectifying the issue by several different departments, the bank finally told me that a {$5000.00} daily transaction limit ( that I had previously neither agreed upon or knew about ), could not be waived even with my authorisation. The call centre also gave poor instruction to the dealership on how to authorise the transaction as debit, which led to a {$3000.00} transaction going through as credit ( giving the dealership a financial penalty which luckily they accepted on my behalf ). The bank then tried to force me to do a wire transfer, and didn't tell me there would be a charge until I was just about to authorise the transaction. Luckily I did not complete the transaction. I was forced to leave the dealership and complete a 2 hour round trip to retrieve a check book from home. The bank is HSBC US, though all of the departments I spoke to on the phone were overseas call centres.
Company Response:
State: FL
Zip: 32003
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I opened HSBC advance checking account to receive a {$400.00} bonus. I have asked HSBC three times, via my online account webpage messaging center, when the {$400.00} will be credited. I am getting answers such as, " 90 days after depositing funds '', " six to eight weeks after completing all requirements '', and " approximately eight weeks after completing all qualifying activities, which would be by XX/XX/XXXX. '' My understanding on opening the account is that I should receive it by XX/XX/XXXX, per the first answer " 90 days after depositing ''. Now it appears that it would be " approximately '' two months later. Please confirm when the {$400.00} bonus will be available.
Company Response:
State: PA
Zip: 17603
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2018 I deposited {$10000.00} by XXXX to open a new HSBC account based on a promise of {$350.00}. After it took HSBC an unusually long period to credit that electronic deposit, I wrote them via their secure message feature to complain and to memorialize that I only opened the account for the {$350.00}. Since then, I have sent more than a dozen follow-up messages asking when I would receive the {$350.00} and I was told it takes time ( app. 90 days and it's been app. 170 days ) until now, when they did not even bother to promise the {$350.00} or offer an excuse but said instead that I can have my money back less a {$25.00} " penalty '' that they never even disclosed.
Company Response:
State: NY
Zip: 11563
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-04
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: Im convinced my identity has been compromised because : I received a credit card from HSBC Bank USA, N.A. which I did not request. A scan of that card and letter are attached ( XXXX XXXX HSBC Card.pdf ). Note the Reference Number : XXXX. I contacted HSBC and they had a great deal of information about me including : correct name and address, Social Security Number, Credit Report and Date of Birth. Possibly more but that was enough to convince me I have a problem. A scan of the card and accompanying letter has been uploaded. The file name is " XXXX XXXX - HSCBC Card.pdf ''.
Company Response:
State: TX
Zip: 77095
Submitted Via: Web
Date Sent: 2018-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A