Date Received: 2017-10-12
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: In XX/XX/XXXX, my husband XXXX XXXX and I closed his accounts with HSBC. Despite that, we received a statement in XX/XX/XXXX for an amount we own as we accidently charged the HSBC card for a transaction we made. We paid the balance, called and went to a branch ( XXXX, NYC ) to confirm the accounts are not all closed. The banker and the call center representative confirmed all accounts are now closed. A YEAR later, XX/XX/XXXX, we received a statement in the mail informing us the card is closed. However, at the same week we received a later showing we have an amount due on the card. When we called the call center we were surprised to find that not only we have an amount due but that the bank has moved our account to COLLECTIONS! Which obviously impacts our credit score! we did NOT receive any notification of this amount previously or were aware of such charge ( as we were told the card was closed ). We called the bank multiple times, each time the representative told us to call a different department ( from general to recovery to collections to disputes ). This is absolutely outrageous! Firstly because we did NOT use the card! Secondly, because even if we did, as the bank confirm the card was closed, the transaction should have been rejected! and THIRDLY, if a charge was made, we should have been informed BEFORE the case went to COLLECTIONS! HSBC has been harassing my husband who is a doctor and a resident at a hospital with a very limited time! they DAMAGED his credit score!! and they have accepted a charge on a CLOSED account!
Company Response:
State: NY
Zip: 10038
Submitted Via: Web
Date Sent: 2017-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am an HSBC customer with a personal checking account, savings account, and credit card connected to the account. At the end of XXXX, my account was hacked, monies withdrawn and paid to bogus vendors ( the vendor name was one I have in my files but there was no information on where the funds were transferred to and no record of the transaction. The real vendors did not receive any of these funds. When the balance of my account was drained, the culprit then started to use the credit line on my credit card, transferring monies into the account to be fraudulently transferred out. It took a lot of wrangling and almost two weeks from the time I discovered it to get HSBC to refund the monies to make my account whole and generate a letter to explain the bounced check from my account. The transactions were suspicious to begin with, but they did not notice it at all. In filing all the paperwork to report the fraud, one step I was told to take was to report it to the local police. I went to the police precinct and was told they need a report from the bank in order to investigate. I have not been able to get such a report from them, which seems to me would be routine. I 've made multiple phone calls to the XXXX headquarters, fraud dept., and was told to see the manager at my branch, who tells me she has nothing to do with that part of the process and ca n't help. While I have been repaid, it is an outrage that this bank ca n't - or wo n't - or does n't have to file such a report. I am sure I am not their only customer who has been hacked ; unfortunately, it 's now a common practice. In order to trace these kinds of activities, investigators need such information, but HSBC refuses to give it. I would appreciate any help you can offer and urge you to ensure that HSBC follows the regulations. If there are no regulations that would mandate that they file such a report, there should be, and I would like to know that as well as I will be happy to start writing letters etc. to change the rule.
Company Response:
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2017-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: To whom it may concern : On Friday, XXXX/XXXX/XXXX I received a text message from an acquaintance of mine, jokingly asking if I would be sharing with him a recently issued {$350.00} new-account bonus. I was both surprised and angered that he somehow managed to get this information. Upon asking him how he learned that I recently received such a bonus, he replied that an employee of HSBC Bank in XXXX XXXX disclosed this information to him. I immediately called the branch and spoke with XXXX XXXX XXXX banker who allegedly disclosed my account information to a third party without my consent, verbal or written ). I have an individual checking account with HSBC and never had anyone else on the account. Nor was I ever asked or granted permission to share my account information with anyone other than myself. XXXX XXXX immediately admitted to making a mistake in sharing my account information with a third party, and apologized for doing so. I was so angry that I hung up on him. I collected myself and called him again. This time he was away from his desk, but another employee promised to have him call me back, which he did promptly. During our second conversation, I apologized to XXXX for hanging up on him, however I made it very clear that I was extremely upset that he - or any other HSBC employee - would ever disclose private banking information to anyone unauthorized to have such information. Again, XXXX apologized and admitted to his mistake. His apology seemed sincere, and my prior interactions with XXXX XXXX all via telephone ) were always very pleasant. XXXX was the only employee at the XXXX XXXX branch of HSBC who always seemed genuine. He was easy to communicate with, he was prompt in his replies, he was courteous and respectful. He was the last person whom I would ever imagine doing something like this. I truly believe that XXXX is genuinely sorry for disclosing my information. I know he regrets doing it. In the end, him sharing this particular bit of my personal account information with my acquaintance did no physical or financial harm to me. Yet, I feel betrayed and violated, and I hope that this does not happen to another customer, with potentially much more serious consequences. My hope is that HSBC takes this incident as a learning opportunity for itself and its employees. I hope that some educational material is distributed to its employees for review and acknowledgement. I hope that XXXX does not get severely disciplined for his actions and is given a chance to continue to work for HSBC. I wish him the best, but I also want to ensure that other customers ' privacy is protected moving forward. PS - I am not sure if branch phone calls are recorded or not, but I will gladly provide the exact times of when these phone calls took place.
Company Response:
State: CA
Zip: 94402
Submitted Via: Web
Date Sent: 2017-10-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: HSBC is dragging this out rather than just close the account, I did not see any way to update my previous complaint in which the bank refuses to close the account, now they are trying to charge me maintenance fees for an account they refuse to close. I have no access to the account and do not want it. I signed up for a promotion they offered, and they did not live up to the promotion, their representatives kept adding conditions that were not disclosed, and then telling me I did n't have the 'right ' kind of account in the first place. So the promotion was a fraud, I want nothing more to do with them, and their sham of a response 'needing more time ' is just their effort to drag this out and try to collect fees that I do not owe them since the account should have been closed.
Company Response:
State: WA
Zip: 98103
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In 2007 I received a check in the mail for {$5000.00} from XXXX XXXX, after losing my job. I called the company to confirmed that the check was legitimate. They persuaded me to come to their office and consolidate my bills into one payment to them. I borrowed {$30000.00} and took out a second mortgage on my home. The interest rate was high, but they said that if I made my payments on time the interest rate would decline and my payments would decrease over time. I 've been paying for this mistake ever since, and the principal on the loan has remained at {$30000.00}. The interest rate is currently at 12.290 % with no signs of decreasing. Since then my loan has been sold/transferred to different companies and is currently being collected by XXXX/XXXX XXXX XXXX. They 're saying that my payments are late and have destroyed my credit in the process. Is there anything I can do to resolve this problem.
Company Response:
State: NC
Zip: 27513
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a line of credit with HSBC way back XX/XX/XXXX. Last XX/XX/XXXX, I went to HSBC 's XXXX XXXX XXXX ( XXXX XXXX ) to close this account. After a few months, I just realized that the account was not closed. I DID NOT receive any form of notification ( email, letter, phone call ). Not knowing about this account still open and just knew about the balance, I immediately paid HSBC. This company not closing the account and not letting me know had caused my credit rating to drop! I called HSBC last XX/XX/XXXX and also went back to the branch last XX/XX/XXXX to resolve this issue but HSBC refused to help. If I only knew about the balance. If only I was notified, and if only this account was closed the day I requested them to close it, then I would n't have this conundrum. When I went to the HSBC branch in XXXX XXXX XX/XX/XXXX, they realized that they have an incorrect email address. I would have paid whatever balance is owing in a heartbeat if I was notified. I 've had HSBC since XX/XX/XXXX and had two accounts with them, a revolving account and a line of credit. I never imagine myself ever having this issue and being financially affected by a company I 've had an account with for more or less TEN YEARS!
Company Response:
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: HSBC has had authorization for Direct Debit of my mortgage for the past 13 years. HSBC made me a change of terms offer with unlawful terms, the details of which it failed to provide. I repeatedly and over a four-month period asked specific questions about those terms. HSBC refused to provide answers, directly or in response to CFPB filing. HSBC, however, stopped the Direct Debit on its own and then reported me as late, ruining my credit. This is unfair and unethical. My credit score fell by XXXX points as a result and it has remained low. HSBC, a {$200.00} billion-dollar company with record fines for financial abuse has apologized but this is not acceptable to this citizen of limited means who has been harmed by this corporation. HSBC has caused me considerable pain and anguish. HSBC must compensate me. CFPB must investigate this wrongdoing as it is consistent with its mandate and let me know the results. I am ready to provide any additional information needed for this investigation. I have repeatedly informed HSBC that the money that it failed to withdraw from my account has been in the account all along for HSBC, and it can withdraw it anytime it wants ; it does not need any additional authorization. If it needs me to take actions to fix HSBC error, HSBC must compensate me first. CFPB should be aware that HSBC knows of CFPB indifference to consumer complaint, and will play the game ( 1 ) will ask repeatedly for time to 'research ' the complaint, and then ( 2 ) respond with a meaningless and unresponsive letter which it knows CFPB website will forward to the consumer automatically and close the case.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I have an account that is showing in collection status for a former debt owed to HSBC XXXX XXXX, XXXX. which was sold to the law office of XXXX XXXX XXXX and XXXX, XXXX. I will attach letter below showing proof that the debt showing in collection now for this same lender bill that is already " settled '' with previous law firm in 2010. There has been no other collections contact for me from this original lender HSBC. I dont owe the bill twice and ask that the HSBC showing as collections from another law firm for HSBC be deleted as a duplicate. Apparantly this debt was sold again in error and showing it not paid by another law firm trying to collect this same debt. The current collections company needs to go bac to XXXX XXXX law firm and work there problem out but I wont pay twice. There is no court order for payment so it is showing in collections in error. I wont pay it twice and ask that the current collections company be notified and that this debt not owned be deleted by all three credit bureaus for the lender for the account showing under collections who is trying to collect an already paid debt. .Other than a date opened ( which may be incorrect ). There is no past due indicated, no past due history, no specific account this HSBC bank was pursuing. Vague details and do not follow guidelines of complete information required to report to credit report bureaus under state and federal credit laws as required.
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2017-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-09
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: I am writing to complain against HSBC Bank USA, N.A. The bank is not protecting their customers from unauthorized charges. I reported unauthorized charges on my HSBC credit that occurred fromXX/XX/XXXX to XXXX XXXX, XXXX statement. I called in on XXXX XXXX, XXXX to dispute total of XXXX unauthorized charges. Here are the details : 1. XXXX/XXXX/XXXX XXXX XXXX {$34.00} 2. XXXX/XXXX/XXXX XXXX {$4.00} 3. XXXX/XXXX/XXXX XXXX XXXX XXXX {$3.00} 4. XXXX/XXXX/XXXX XXXX {$85.00} XXXX. XXXX/XXXX/XXXX XXXX XXXX XXXX {$89.00}. HSBC 's fraud department canceled my old card & replaced with a new one. They mailed me a form to file out to declare and confirm that I have no knowledge about those charges. I signed & mailed in back on XXXX/XXXX/XXXX. They gave four adjustments on XXXX/XXXX/XXXX, but missing XXXX XXXX {$34.00}. On XXXX/XXXX/XXXX, those 4 disputed charges added back to my new credit card statement, which is why I called HSBC credit card billing department on XXXX/XXXX/XXXX to inquire. The representative who answered told me I need to talk to the billing adjustment department but the department was closed. I was told the billing department closes at XXXX Monday to Friday. I called again on XXXX/XXXX/XXXX at around XXXX but was told that the billing adjustment department was closed and their hours are from XXXX to XXXX. I called again on XXXX/XXXX/XXXX at around XXXX and I was finally transferred to billing adjustment. I ended up being transferred to the fraud department. The representative XXXX XXXX XXXX at the fraud department told me that the merchant have my name, my phone, and my address, the products were shipped to my home. I told him that I did n't order anything from those merchants, and did n't receive any shipment. I told him, if he looked at those charges, first try was a few dollars, then charges more two weeks later like a scam. I also told him that with the recent data breaches by XXXX and XXXX, my info might have be stolen. He was not willing to help, he asked to prove that I didnt do business with those merchants. I told him there 's no proof since I DO NOT know those merchants, and the form I signed already stated that I have no knowledge about those charges. He just kept going on but would not assist me on this serious matter. The representative XXXX XXXX XXXX was rude, talked over me, interrupted me. His tone and manner made me felt I was a liar deeply hurting my feeling as a customer. I asked for his name, he spelled to me as XXXX XXXX from the fraud investigation department. I called back on XXXX/XXXX/XXXX and was told investigation closed and I cant dispute again. I asked the agent I want to make a complain about XXXX XXXX XXXX, the agent was like " we do n't have anyone named XXXX XXXX, usually it 's all XXXX names from fraud investigation department. I am wondering even fraudulent name is used within HSBC. Maybe hes the one that stole my info and that 's why he 's so rude over the phone if the idea can be entertained a bit. The agent said she saw the notes on my account and knew whom I spoke to but refused to provide me with his name. She said would file the complain report sent to her manager and will get back to me in 4 days and yet no one contacted me after I patiently waited four days. Thank you for your time and utmost attention to this complaint.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2017-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: hsbc checking XXXX does not limit my sharing and confirm limiting my sharing.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A