Date Received: 2018-11-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: HSBC Platinum Mastercard XXXX So someone used my card to purchase 3 charges that were placed onto my account XX/XX/2018 XXXX XXXX XXXX XXXX XXXX More info Select to Expand XXXX XX/XX/2018 XXXX XXXX XXXXXX/XX/XXXXXXXX XXXX XXXX More info Select to Expand XXXX XX/XX/2018 XXXX XXXXXX/XX/XXXX XXXX XXXX More info Select to Expand XXXX they refuse to take this as fraud saying i need to file a police report, I filed one in XXXX and sent them the details, no response calling them XXXX XXXX in investigations no response than at the end of XXXX finally got hold of XXXX XXXX in far as investigations, says she needs the police officer handling the claim so I gave her the info. I had to refile the report since it was done online. I received no response from that date to now. I even sent letter to CEO office who sent me a letter back saying i need to handle the claim through officer XXXX, so confusing. They wanted the police to pull the video. I spoke top officer XXXX and he says that its difficult now to pull video and that he has nothing to do with it although he will look more into it. I never made these charges protected by Billing Rights and I seem to get the runaround they have placed the charges as owing on credit report and their statement when it is far from resolved. I never made these charges and I should not be suffering still after 6 months. It is not matter for to be directed to police, HSBC should resolve. This is the letter received by HSBC Dear XXXX, Your email addressed to XXXX XXXX about your fraud claim was referred to my attention. I appreciate the opportunity to provide clarification. The transactions listed in your fraud claim were determined to be authorized and your fraud claim was declined. Attached are the documents we received from each of the merchants. If you have any questions or concerns, please contact Sargent XXXX of the XXXX Police Department at XXXX. Yours sincerely, XXXX XXXX XXXX Vice President Head of Customer Relations XXXX XX/XX/2018, XXXX XXXX ( 7 days ago ) to me Dear XXXX, Again, we refer you to Sargent XXXX of the XXXX Police Department with any questions about this claim. That said, HSBC respectfully declines to comment further on the matter. Sincerely, XXXX XXXX XXXX Assistant Vice President Customer Relations
Company Response:
State: CA
Zip: 94539
Submitted Via: Web
Date Sent: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
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: Someone at phone number ( XXXX ) XXXX calls every day saying they are from HSBC and we owe an " umbrella line of credit '' for thousands of dollars. We have never heard of this and do not owe any money. They threatened court action, actually saying there was a judgment against us. Told me I will " regret it '' if I don't pay today. I googled the number and it's almost word for word what they're trying to scam people for.
Company Response:
State: NY
Zip: 133XX
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: The collection - XXXX XXXX XXXX XXXX XXXX have been reporting inaccurate information on my credit report. I made a request to have the information removed and they provided me information showing my signatures. However, this information is from the original creditor which is totally inaccurate in amounts and balance owed. They can not base the inaccuracy they are reporting from a file that was provided by the original creditor. The original purchase was made through XXXX in XX/XX/XXXX, then it was transferred to XXXX, and then serviced by XXXX. XXXX XXXX XXXX is a best collector and does not have all the pertinent facts from XXXX to the time the vehicle was returned to the creditor in XXXX voluntarily, and this was not the arrangements made prior with the creditor in XXXX upon settlement.
Company Response:
State: NY
Zip: 10310
Submitted Via: Web
Date Sent: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This is a more important matter than what it may seem because I have excellent credit and have never had a 'past 30 ' or a late pay of any sort in 25 years. HSBC 's inability to correct their mistake has lowered my credit score significantly. I have tried since XX/XX/2018 to get HSCB to correct this simple error. I have tried by phone, online chat, email and a written dispute with HSBC directly. I have filed this dispute with all major bureaus. My last attempts were between XX/XX/XXXX - XX/XX/XXXX. I opened their credit card In XXXX and closed it within 5 mos. because HSBC 's online autopay system was unable to process payments. A person has about a 30 % chance of reaching HSBC, hearing a human voice, being routed in less than 3 attempts to the right department, not being disconnected, being given correct advice, or having their issue resolved. HSBC is well aware of the above issues. Out of 387 complaints recorded within a 7-month period of time from XX/XX/2018 -- XX/XX/2018 approximately 80 % were related to the above. I want HSBC to remove the negative mark on my credit ASAP because they were unable to collect my payment automatically from my bank account. I would also like HSBC to directly apologize to me and the 10s of thousands or millions (? ) of other consumers affected by their inexcusable lack of service and concern
Company Response:
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: During the period of XX/XX/XXXX-XX/XX/XXXX, my checking/saving/select credit Accounts in HSBC were used for the following unauthorized transactions : {$4900.00} ( XX/XX/XXXX - wire transfer from checking ) {$4000.00} ( XX/XX/XXXX - wire transfer from checking, already credited back on XXXX ) {$5000.00} ( XX/XX/XXXX - wire transfer from saving ) {$8600.00} ( XX/XX/XXXX - wire transfer from saving, already credited back on XXXX ) {$2400.00} ( XXXX - electronic transfer from checking ) {$2400.00} ( XXXX - electronic transfer from checking ) The hacker also transferred {$4500.00} from the select credit account to my checking on XX/XX/XXXX in order to facilitate some of these unauthorized transactions. Origin : The E-fraud prevention team from HSBC bank called me on XX/XX/XXXX and wanted me to confirm some recent online activities on my accounts. I missed their phone call initially so I tried to call back that afternoon but the wait time is too long. I finally managed to call them back next morning on XXXX. The representative informed me my accounts was compromised. He went through the unauthorized transactions with me and said only the transaction of {$4000.00} can be recalled immediately and for the rest they will investigate and get back to me in a few days. Couple days later I am able to see one transaction ( {$8600.00} ) credited back to my account. I called them for a status on the remaining transactions and they are still working on that. That representative said it would take a maximum of 10 days to get me a final response otherwise will credit full amount back to my accounts. On XXXX, I sent a formal letter to HSBC headquarter in XXXX XXXX XXXXXXXX to notify them that I am a victim of identity theft and never authorize anyone else to use my accounts in any way. This is to protect me in case the bank said I never contact them in written statement about the matter. Afterward I called them a couple of times on XXXX, XX/XX/XXXX and XX/XX/XXXX to get a status for the remaining transactions, and every time I was told I need to wait few more days to finish their investigation. The last time we spoke on XX/XX/XXXX, they said they need 8-10 more business days to investigate! Note : Attached is the formal letter I sent to HSBC headquarter using certified mail. The reference number of the case they opened for investigation is : XXXX - XXXX.
Company Response:
State: NY
Zip: 11209
Submitted Via: Web
Date Sent: 2018-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: A wire transfer of XXXX $ was fraudulently made out of my checking account at HSBC by someone at XXXX XXXX. The money was withdrawn on XX/XX/24. I have since reported the fraud and made weekly calls in an attempt to have the stolen funds reimbursed. I have waited hours on hold, spoken to 20+ representatives, made several trips to HSBC offices, sent emails as directed to non working email addresses and been hung up on all in an attempt to be reimbursed.
Company Response:
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2018-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-26
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Following fraudulent activity on my HSBC Premier Mastercard, HSBC has recovered the amount from XXXX ( from which the fraudulent charges originated ), but has applied late fees, penalties and interest. Following a phone call with customer service, HSBC has confirmed they would credit them back and that the balance would be purged back to XXXX. However, days later a notice of late payment was sent to my home urging me to pay back the amount outstanding. Not only is this fraud, but following this I tried to call customer service again and have been unable to reach any other department than the collections department and any messages I have sent through my online account have been automatically replied to urging me to contact the collections department. The collections department 's bullying tactic involves questioning to obtain as much information as possible, refusing initially to transfer me to the fraud department, and once transferred I was first dropped to the main standard again, which reminds you of the balance outstanding and only gives you the option of making a payment. After calling the collections department again, I asked to be immediately transferred to the fraud department, and was put on hold for an hour while I had just been transferred within a minute hold and dropped 10 minutes earlier.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-26
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: About three years ago my wife became XXXX and applied for Social Security XXXX. She has an attorney and a solid claim, but is still waiting for a hearing. Additionally, we began receiving death threats from a XXXX XXXX person and had to relocate from XXXX to XXXX XXXX at our own expense. These two factors coupled with our son 's need for XXXX not covered by insurance have caused us to deplete our savings. Because my wife can not work, our income is decreased and has been for more than three years. I work a full time job but we still have a financial hardship. I have contacted the credit card company repeatedly to ask to participate in their hardship program but there has only been a " we will get back to '' for a response. I truly need help so as to not default while we are waiting for my wife 's XXXX to be approved.
Company Response:
State: RI
Zip: 02840
Submitted Via: Web
Date Sent: 2018-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-22
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: HSBC approved me for a new truck loan several years ago. But then two weeks later they took back the loan saying I didnt fit their credit granting criteria. Why did they approve me of the loan to begin with. I was able to keep the truck with another finance company. But it has always bothered me the way hsbc treated me. They acted very sexist towards me and it was a mean thing to do to me. I have always wanted to know why did they approve me to begin with.
Company Response:
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2018-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: i applied for HSBC Master card over internet, was approved and have confirmation e mail.then welcome e mail and 2 letters came, then PIN letter and e mail came and finally i got card itself [ ends XXXX ] .i activated over the phone as advised on card letter and went to local XXXX XXXX for food.all i spent is {$1.00} but card was rejected so i used other card. i called customer care # XXXX and was told they off till XXXX next day.i went and again activated card over hsbc.com/activateus, as it was 2d option on card sticker. received e mail saying : card is activated and ready to use again but to be on safe side i choose chat option and waited 3 hours until it was answered just to learn that i must call to fraud department and agent XXXX said i do not know what to do [ i have copy ] since it is frozen. # i got is:XXXX.i called XXXX today and was told it is international call so i went back to chat.this time i got # XXXX, of fraud department.i was on hold since XXXX till XXXX, when i walked to branch of HSBC and showed them ringing phone.Manager Mr.XXXX XXXX called himself and we all spent 3 hours on hold then he gave up and said : it is unusual.No kidding.Now they have my S.S number, driver license, D.O.B. last working place etc. and all i have is useless card i can not use.Please help.I am XXXX person and do not need that aggravation besides i learned now this bank being hacked daily.
Company Response:
State: NY
Zip: 11223
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A