Date Received: 2018-03-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: HSBC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX This is regarding my HSBC credit card account. When I checked my account on HSBCs website, I found online that my two electronic payments of {$100.00} each were returned and a {$25.00} fee charged to my account. My credit union account had plenty of funds to cover the payment. When I contacted my credit union, they confirmed the funds were there and that no payment had been presented to them on XX/XX/XXXX at XXXX XXXX. On XX/XX/XXXX in the evening, when I contacted HSBC via their chat service, they could not help me and advised that I call customer service. My account was on a security hold and they could not tell me why. I explained that I saw no fraudulent charges to the account and confirmed my identity. On XX/XX/XXXX at XXXX XXXX, I called customer service at XXXX. Customer Service could not help me and transferred me to HSBCs security division. I was on hold for security for one hour and sixteen minutes. The security advisor, XXXX, could not help me and transferred me to her boss XXXX. XXXX was not at his desk so she advised that he would call me. At XXXX, he returned my call but I was not at my desk so he left a message with a reference number. When I returned his call, I held for over twenty minutes and could not get through. I tried contacting HSBC several times using their chat feature and presenting my reference number but no one could help me. To date, no one from HSBC has contacted me further regarding this matter.
Company Response:
State: GA
Zip: 30076
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX is not responding to release of a second mortgage they wrote off in 2011. When approached about the issue HSBC incorrectly a release for the senor mortgage and wrote a cover letter apologizing for any inconvenience. HSBC will not respond to me or XXXX XXXX in correcting their error to file the correct release. HSBC has given us no choice but to file this complaint. We have tried everything and HSBC is delaying the transfer of the property at a high financial cost to us.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have paid this company {$5000.00} on XX/XX/XXXX of XXXX. They claimed they have reported to the credit bureaus, but my credit has taken a hit & it still shows that I owe them money till this day. I have spoken to them today, XX/XX/XXXX of XXXX, to just get told that I have to file a dispute the credit bureaus & they cant do nothing else to help me, saying that they supposedly reported it already to the bureaus. But its been well over 120 days since my payment & instead my credit has gotten worse since then. They also have stated to me that they will contact the collection agency they hired & notify them that I have settled the account, but that remains untrue. The collection agency still shows up on my credit stating that I owe them money & that they havent received any notification from the bank I paid off. Which tells me that the bank is lying to me & has been continuously hurting my credit.
Company Response:
State: CA
Zip: 95210
Submitted Via: Web
Date Sent: 2018-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I recently opened HSBC XXXX XXXX XXXX XXXX Credit Card. One of the main reasons was because of the free airport lounge access feature provided by XXXX. After accessing several airport lounges with the credit card, I was surprised to find the charges on my credit card statement. XXXX XX/XX/18 {$54.00} and XX/XX/18 {$27.00}. When I called HSBC to dispute these charges, I was told that I had to go online and register with XXXX before I can access the airport lounges. I did not see that requirement in the guide to benefits and terms & conditions ( will attach below ). I also called HSBC before my travels to confirm how to access the airport lounges and was told by customer service I only had to present my HSBC XXXX XXXX XXXX XXXX. Below is the email I sent to HSBC : Dear Customer Relations, I am very disappointed with the XXXX XXXX XXXX. One of the main reasons I switched to this card was for the airport lounge access. This is what is stated in the guide to benefits : " Before traveling, clients can log on to the XXXX Airport Experiences provided by XXXX website or access the smartphone app and view a list of participating lounges. '' This is exactly what I did and went to the participating lounges on the XXXX website. The guide to benefits also says " HSBC XXXX XXXX Elite XXXX credit card clients present their card or XXXX access QR code found in the XXXX XXXX XXXX provided by XXXX Smartphone app to gain admission for themselves. '' " To gain access to the lounges, a client only needs to quote " XXXX '' or XXXX XXXX XXXX at the participating lounge. Then the client simply presents their HSBC XXXX XXXX XXXX XXXX to the lounge operator or present their XXXX Access QR code. '' I presented the HSBC XXXX XXXX XXXX XXXX. I do not see anywhere in the guide to benefits, that says I must register with XXXX or must download the app. I also called HSBC customer service before my travels and confirmed to gain access to lounges I need to simply present my HSBC XXXX XXXX XXXX XXXX. I believe this is fraud and misrepresentation and HSBC should refund the lounge charges. I will be filing a complaint with the Consumer Financial Protection Bureau and pursuing a class action lawsuit. I don't think I am the only premier card holder affected by this. I will take my banking business elsewhere. Sincerely, XXXX XXXX
Company Response:
State: NY
Zip: 11427
Submitted Via: Web
Date Sent: 2018-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: HSBC changed their website to pay bills online about three to four months ago. The website is literally awful, impossible to navigate that I will now have to find time to close my online bill payment account which I have had for over twenty years. I have many automatic bill payment accounts, therefore closing my HSBC account will be time consuming. have two HSBC credit cards, a checking account and a savings account. In order to have free checking, I have to maintain a minimum of {$10000.00} in my savings account which is unacceptable. But getting back to bill payment. I tried to make a payment on my HSBC credit card, but I inadvertently made a cash advance instead. I called HSBC five minutes later and they refused to cancel the cash advance which carries a fee. They promised me it would be straightened out in 4-5 business days which is unacceptable. Also with the new online banking I can no longer see what my minimum payment due on my HSBC credit card account is. This is unheard of. A representative from HSBC told me I have to access my estatments. In summary HSBC can not change their website to what it used to be. I have a college degree in XXXX XXXX ; would be happy to send my college transcript, but this website is geared to consumers to miss payments and enrich HSBC. Case in point, when one wants to pay a bill, there is no pay bill to click on, one must click on " transfer money ''. How is one supposed to know this.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I am not sure if this is the correct area to report this, but I am an online retailer and had a customer dispute charges and their funds were returned by the service provider. I am the victim here, I do not know if the purchase was valid or not. On XX/XX/XXXX, a purchase was made for XXXX by faith XXXX aka XXXX XXXX, using the email address XXXX. Last 4 of the card XXXX. IP address XXXX ( from server at XXXX ), source : XXXX XXXX, sent to address : XXXX XXXX XXXX XXXX XXXX, XXXX New York XXXX, user agent XXXX. Internal ID XXXX, order_id XXXX. The dispute was made XX/XX/2018. The issuing bank is HSBC BANK XXXX. fingerprint : XXXX with the card expireing on XX/XX/2018 XXXX. I dont know what to do.
Company Response:
State: TX
Zip: 78108
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: On XX/XX/XXXX, I was contacted by an XXXX from what he stated was XXXX XXXX XXXX. The first call was to my place of employment, on my day off, but luckily I was in the store when the call came in. I really did not understand the name of the person calling, and the place they were calling from was not stated during this call. The only information given was that I was being served papers. When I inquired what these papers were, it was for a debt that began 7 years ago. I kindly told them I would give them a call back as soon as I got home and would further discuss this with them. I was caught off guard that being threatened as soon as I got on the phone. Not only did they threaten me, they told my co-worker who answered the phone they were calling for me and that I was going to be served papers there the next day. Once I called " XXXX XXXX XXXX '' back, XXXX claimed I had been mailed papers four weeks prior to this call. XXXX also stated that they were mailed to my place of employment. When I was confirming the address, it was my home address they had on file. I had not received any written explanation about this debt at the address they had on file, and have not received any written documents to this day, XX/XX/XXXX. While I was speaking with XXXX on the phone, he sent me an email of the debt that was owed. I was informed that the original debt was somewhere between {$500.00} and {$600.00}, the exact amount I do not recall. The email that I was sent, and the information that XXXX gave me over the phone, is that the settlement amount was {$1100.00}, but the balance on the card was at {$1800.00}. XXXX is now telling me the new settlement amount is {$830.00} ( if I am remembering correctly ). On XX/XX/XXXX, I spoke with XXXX again, after I had spoken with an attorney for myself, XXXX XXXX with XXXX XXXX XXXX in XXXX XXXX, CA. She informed me she had previously had a call similar to mine about a scam and someone using " XXXX '' as the name of their law firm, but she assured me it was not her. She informed me to contact the original holder of the card in order to track down this debt to know for sure if it was legitimate. Since then, I have contacted the original holder of the card and 6 other collection agencies, the most recent one the card was sold to in XX/XX/XXXX. I have been diligently working to find the owner of this account, but have hit a wall and not receiving calls back from the newest holder of this debt, which is not XXXX XXXX XXXX. Also, on XX/XX/XXXX, XXXX called my place of employment after speaking with me, and informed my boss that he would be faxing over wage garnishment forms to be filled out. My boss immediately called and notified me of this, and soon after XXXX called and told me wage garnishment papers would be faxed. I did inform XXXX I had spoken with my boss and informed her not to fill out anything until I knew this was not a scam. She agreed with me, after I told her all the details of what is going on. Since these calls started I have been in contact with the FTC, the FBI for possible identity theft since all of my personal information is in the email, trying to contact my state Attorney General, finding out the NC laws regarding being sued for a debt and the statute of limitations on being sued. I have researched the address on the email letterhead, which leads to an Executive tower in XXXX XXXX, but since there is no XXXX XXXX for this law group, I can not validate its legitimacy. I have researched the phone numbers, business name, checked with the California Bar Association, and I am unable to find this law group. I am now receiving more threatening calls, latest one was today XX/XX/XXXX, in which XXXX told me I will be served with court documents tomorrow at my place of employment.This now contradicts what was previously stated on the XX/XX/XXXX. XXXX went from being able to send the garnishment papers straight to my boss to having to appear in court and have it court ordered. I can understand someone doing their job, but receiving threatening calls about being sued and being served papers is illegal, and XXXX calling my place of work telling them what is going on and speaking with my boss is not acceptable.
Company Response:
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This is about a fraudulent ATM transaction in the amount of {$500.00}. This occurred on XX/XX/2018. I have previously contacted HSBC and the CFPB about this issue. The response I received from HSBC stated I need to contact their fraud department to get this resolved. Okay, so I contact them and after going through all the hurdles ( Im XXXX, have to use XXXX XXXX ), Im finally put in touch with XXXX I think his name was. He was rude and made it sound like I was a criminal. I said I was calling about my claim and all he said was Your claim is denied. Then finally he says I need to file a police report to get the claim approved. Okay, now they never told me that was required when I filed the initial claim. So I go to the police station to file a report and the officer tells me that its been a month since the fraud occurred and refused to file the report. Again, HSBC never told me a police report was required. The officer then tells me that its a civil matter anyway between HSBC and myself. Now, in the response from HSBC in regards to my first complaint to the CFPB, they said that my claim was denied because the card ending in XXXX was issued to me, the card was present during the transaction, and the PIN was used. Okay, thanks Mr . Obvious! Of course the card was issued to me. They just denied me by repeating exactly what Im complaining about!!!! As Ive explained to them umpteen times, the card is no longer in my possession. It was obviously lost/stolen. How they got the PIN number is anybodys guess. The fact remains, I DID NOT MAKE THIS TRANSACTION! I shouldnt have to jump through this many hoops to reclaim my stolen funds. Its obvious that HSBC is just trying to get out of honoring their zero liability policy. That policy is a joke. Ive never been treated so poorly by a bank, or any company for that matter.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: > I purchased a XXXX XXXX from a private party on XX/XX/XXXX > I have a Bill of Sale and the Title of the Jetski which was transferred to me. > The original owner purchased the jet ski XX/XX/XXXX and it was financed by XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, IL XXXX. > The title lists XXXX XXXX XXXX XXXX XXXX as the Lien Holder. > As the new owner, I'm required to register and title the Jetski in my name in the State of Missouri where the Jetski is currently titled. > The original owner never received any documentation from XXXX XXXX XXXX XXXX XXXX stating his loan was paid off and now XXXX XXXX XXXX XXXX XXXX is no longer in business. > I contacted XXXX and learned that XXXX XXXX XXXX XXXX XXXX was acquired by XXXX XXXXXXXX XXXX, XXXX IL in XXXX. > I've tried to contact XXXX XXXXXXXX XXXX to gain a Lien Release document on the Jetski per the title. But when I call the phone number or try and contact them it goes no where. > Additionally, I see a lot of very similar complaints on the web of this very same problem. > I've attached the Title and Bill of Sale scanned Documents
Company Response:
State: KS
Zip: 67212
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-26
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am recieving continuous phone calls from a company trying to collect a debt for HSBC from XXXX which i do not believe is mine. I have repeatedly informed them it is not mine and continue to get phone calls threatening to take legal action and threats to sue me or have me arrested. They have also reported it to my credit file with the 3 reporting agencies as a debt being opened in XXXX, resulting in a drop in my credit score and for other creditors to reduce my credit lines due to this negative report. I have disputed this on my credit file.
Company Response:
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2018-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A