Date Received: 2017-06-08
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I opened an acc ount with HSBC, and was supposed to get a {$100.00} referral bonus, plus a {$250.00} bonus for having a combined {$ 35000.00} in checking and brokerage account. I spoke with a rep who helped set everything up and confirmed it was ok. However, I did not receive the aforementioned bonuses. Additionally, t hey changed the fee structure on top of all this. I therefore moved out the funds and incurred a {$95.00} fee. ( added to this, I was not reimbursed the {$50.00} fee for moving the funds in ).
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2017-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have supplied hundreds of documents all attached on several occasions to work out a payment plan, I have offered to pay the company {$2500.00} a month as a fair and reasonable monthly payment plan on my Mortgage, they will not modify, and will not refinance, they are just forcing a foreclosure, the house is underwater. My first mortgage interest rate is 6.5 %, my Second Mortgage interest rate is 8.5 %. If the rate was more of the country wide sta ndard of approx. 4.75 % it would be more manageable. Please help me.
Company Response:
State: NY
Zip: 11757
Submitted Via: Web
Date Sent: 2017-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-06
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I n XX/XX/XXXX the re was a HSBC credit card opened in my name, when I found out about the credit card I took immediate action. I contacted HSBC to inform them the account was opened illegally and that I would be sending a police report over to confirm what I was saying. In XX/XX/XXXX and in XX/XX/XXXX I sent an Affidavit of fraud along with a police report to help me get this off my credit. The company stated that they never received the package which is untrue because someone signed for the information. In XX/XX/XXXX the debt was sold to XXXX XXXX XXXX and when I learned about this, I contacted HSBC to inquire about it. I spoke with XXXX and he was unable to bring up any information in regards to the account and stated that the collection agency should not be collecting on an account he cant bring up. The worse thing about this, is every time I dispute this account with the credit bureaus, HSBC always verifies the account which is strange because they could n't even bring up the information when I called to inquire about the account. This negative account has prevented my from taking out a student loan to continue my daughters private school education and it has also prevented me from moving my family into a better community. The company recently sent me a letter stating that they have closed the account and all collection activity will stop, however the damage has already been done. This company has been trying to illegally collect on an account that is n't even mine. They continued to verify the information with the credit bureaus, when in fact they have n't been able to prove this is my account.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2017-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XXXX XXXX ,2017, I received a call from a company that did not disclose their name who said that I owed money to a credit card company. They said that if I did not contact them to resolve it, it would affect employment, assets and/or bank accounts. This matter has been resolved through the legitimate company and HSBC Bank and is no longer owed. They told me when I called them that they will see me in court and said I better have proof of my payment. I am worried that they will continue to harass me for this bill. This is the second fraudulent company trying to collect on this bill. I think they are just passing my information around to different people and that worries me. The number they called me from is XXXX .
Company Response:
State: NJ
Zip: 08050
Submitted Via: Web
Date Sent: 2017-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Dear CFPB, This is a complaint against HSBC Mortgage. Please allow me to provide some background.
As you know, HSBC has been fined and sanctioned on numerous occasions for its fraudulent practices. As an example, there is a XX/XX/XXXX Consent Decree ( XXXX ) in which HSBC admitted, among other things, that : I- ( 2 ) - ( f ) it failed to sufficiently oversee outside counsel and other third-party providers ... I- ( 3 ) By reason of the conduct ..., the Bank engaged in unsafe or unsound banking practices HSBC was ordered to and HSBC accepted to : a- An Action Plan, for " effective mortgage servicing ... compliance, quality control, audit, training, staffing, and related functions .... '' b- " Develop and implement an adequate infrastructure to support existing and/or future Loss Mitigation ... and ensure compliance with the Order '' c- " Develop organizational structure, managerial resources, and staffing to support existing and/or future Loss Mitigation ... '' d- " Adequacy of staffing levels ... e- " Agree to deadlines to review loan modification documentation, make loan modification decisions, and provide responses to borrowers f- " To ensure compliance with all applicable federal and state laws ... including those with the Federal Housing Administration and those required by the Home Affordable Modification Program ( HAMP ) ... '' I am one of those that was harmed by HSBC and is continued to be harmed by HSBC as describe below. As I demonstrate below, HSBC continues to violate the terms of its agreements with the regulators, including the above Consent Decree Order and others still in force. Let me elaborate. ( 1 ) I obtained a mortgage from HSBC in XX/XX/XXXX. Because of what I had read in the media about mortgages, I asked and HSBC assured me that the loan was a government-backed mortgage. Later, faced with an on-going hardship, I tried to use the HARP program but learned that despite HSBC assertions, the loan was a private loan hold presumably by HSBC itself, and was ineligible for HAMP. On numerous occasions I have asked HSBC to investigate this, compute and compensate me for the damages ( estimated to be about $ 100k ). HSBC has failed to comply with the enumerated terms of the Consent Decree ( XXXX ) above, and to address the switching of my loan type. I ask that HSBC investigate, respond, and make me whole without delays. ( 2 ) Unable to use HAMP, I attempted to refinance but HSBC refused. I attempted loan modification but HSBC twice rejected it because of its XXXX processor mistakes! After months of foot dragging, HSBC admitted its mistakes, promised a loan modification, but failed to provide the information I requested. HSBC has failed to comply with the enumerated terms of the Consent Decree ( XXXX ) above. I am asking HSBC to provide me with the breakdown of the amounts it used to compute my income and expense to evaluate my eligibility for loan modification. ( 3 ) I have requested HSBC to provide me with the general eligibility CRITERIA it uses for loan modifications ( the income / expense ratio range, loan to income rations, etc. ) HSBC so far has not responded. The servicer says the investor has that criteria, yet the investor is HSBC itself, and HSBC refuses to communicate with me hiding behind its incompetent servicer XXXX. These are just the kind of behavior HSBC agreed to curtail per the Consent Decree ( XXXX ) above. I am asking HSBC to inform me of the identity and contact information including phone and email for the real 'investor ' holding my Note, and also obtain and provide me the general eligibility CRITERIA used for loan modifications in general and mine in particular. ( 4 ) HSBC has now admitted to its mistake in rejecting my application twice, and claims it has performed a corrected review resulting in a loan modification offer for me. HSBC wants me to complete a trial period and then receive a permanent loan modification offer the terms of which are undisclosed. I have in principle agreed and so advised the HSBC asking how can I agree to go through a trial period for a plan whose terms are hidden from me? I have asked but the HSBC Case Manager refuses to provide me with the relevant documents. Not providing this information is conducting business in bad faith contrary to the terms of the Consent Decree ( XXXX ) above. I am requesting that HSBC provide me without delay a copy of the agreements / documents I would have to sign for the permanent " loan modification offer. ( 5 ) HSBC 's offer stipulates that I go through a three month trial period during which it will test my ability to pay the new monthly payment. YET, this new monthly payment is LOWER that what I have been paying for the past several years. This begs the question of what is the purpose of this trial period other than a delay tactic to inflict unwarranted anguish and harassment of the consumer. I ask HSBC to review and withdraw the irrelevant and unjustifiable trial period for my loan modification, and I request CFPB to review this and similar cases. ( 5 ) HSBC has sent me a letter stating that the loan modification will severely affect one 's consumer credit rating specially if the consumer is current on loan payments and has good credit!!! In other words, HSBC threatens decent people with hardship that it will deliberately report derogatory information on them to the credit agencies to damage their credit. I ask that HSBC abandon this vengeful practice of damaging the credit of good customers seeking loan modification, and conduct business in good faith with customers in good standing who, unlike HSBC, have honored their commitments. In summary, I have listed what I need from HSBC. I have also provided CFPB with one among many examples proving that HSBC has not complied with the terms of its agreements with the regulators, that it continues to violate the law, and that there is credible cause for action against HSBC by CFPB consistent with its mandate as a taxpayer supported US government agency created to make sure that lenders treat you fairly ( CFPBs motto ).Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-13
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: HSBC advertised a {$350.00} bank bonus promotion for opening a checking account by XXXX XXXX, XXXX and pay at least two bills per months or having a direct deposit into the checking account. The account was opened on XXXX XXXX, XXXX and funded with the required amount of at least {$1500.00}.. Two bill payments were made for XXXX and due to a death the in family overseas, I was not logging into my account. Later, when I tried to log into my account, the account was not accessible and locked. On XXXX XXXX, XXXX, I spoke with XXXX who told me that as long as I make two more months of bills payments and then call HSBC, I would be able to receive the {$350.00} bonus and she would leave notes on my account for the next representative. On XXXX XXXX, XXXX, I contacted HSBC and found out that XXXX did not make any notations on my account regarding the promotion. Also, I notified HSBC that the two additional months of bill payments were completed in XXXX and XXXX and to request the {$350.00} incentive be credited to my account as soon as possible. It is very frustrating to speak with HSBC representatives in the Premier department who refuse to transfer the call to a supervisor upon request and who deny the promotion despite being in the other department.
Company Response:
State: CA
Zip: 91745
Submitted Via: Web
Date Sent: 2017-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-11
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: HSBC has been a horrible lender and they have been the center of continual and repeated issues relating to how they treat their customers. I closed all my accounts with them and actually physically went to a branch to ensure all items closed and my home address provided. Instead, they allowed accounts to remain open so they could charge me overdraft and late fees. I think this is horrible way to treat a proactive consumer.
The only open item is for an old credit card with high limit of {$1500.00} and Account # XXXX . I had been paying on-time and monthly via my former checking account. However, since the checking account is closed, they refuse to provide me a monthly invoice so that I can pay. On over six separate occasions, I have requested HSBC submit a monthly invoice so that I can pay down the old credit card but they refuse to send me a bill. In the interim, they continue to report negatively on my credit report.Company Response:
State: NY
Zip: 11225
Submitted Via: Web
Date Sent: 2017-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: When we bought the home on XX/XX/XXXX we also received checks around XXXX XXXX to pay off some other bills. Within two weeks our company went bankrupt and we had to file bankruptcy also. We still had the checks from Beneficial. Our lawyer and Beneficial said to send them back to Beneficial. That is when the problem started. I sent back all the checks to Beneficial but they never took them off of what we owed. I asked to get copies of the checks but to no avail. I told the gentleman I want to keep the house and I wanted it to be reaffirmed and he said ok. I have been trying to get XXXX since XX/XX/XXXX . My doctor has told me not to work. I am just asking to keep my home. Every since we bought the home it has been a nightmare. There was no home inspection done at the time that we bought the home and we had termites. That was a fortune to get rid of them and now the floors in the living room where the termites were is caving in and we are scared to walk on them. I still feel there is something wrong with the way the paperwork and closing was done. I have asked Beneficial to do an audit on our closing paperwork but to no avail.
Company Response:
State: IN
Zip: 46143
Submitted Via: Web
Date Sent: 2017-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-07
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I sent a rent check to my landlord on XXXX XXXX , 2016 and in XXXX the landlord told me they never received the check ( # XXXX amount {$1300.00} ) so I immediately went t o HSBC ( XXXX XXXX , XXXX , NY XXXX ) and got a copy of the check, the check was fraudulently endorsed and cashed. I then filled out an Affidavit to start the investigation to be reimbursed. I went back to HSBC after a couple weeks and was told the check ( # XXXX ) h ad been cashed at a XXXX XXXX XXXX and they were waiting to get the funds from them. I have called and returned to the bank several times and I am still waiting on this investigation. I have not been reimbursed!!
Company Response:
State: NY
Zip: 10468
Submitted Via: Web
Date Sent: 2017-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XXXX XXXX ,2017, I received a call from a company that did not disclose their name who said that I owed money to a credit card company. They said that if I did not contact them to resolve it, it would affect employment, assets and/or bank accounts. This matter has been resolved through the legitimate company and HSBC Bank and is no longer owed. They told me when I called them that they will see me in court and said I better have proof of my payment. I am worried that they will continue to harass me for this bill. This is the second fraudulent company trying to collect on this bill. I think they are just passing my information around to different people and that worries me. The number they called me from is XXXX .
Company Response:
State: NJ
Zip: 08050
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A