Date Received: 2016-09-25
Issue: Settlement process and costs
Subissue:
Consumer Complaint: When I struggled to stay in my home in 2010, my primary mortgage holder HSBC was almost impossible to deal with. In the end, I believe all I received was 10 years added to the length of the mortgage and I was not given a low interest which would have been of more assistance. I was also not informed that I may have a looming HELOC crisis on my second mortgage. I feel I have been misled by HSBC and defrauded by XXXX
Company Response:
State: NY
Zip: 10543
Submitted Via: Web
Date Sent: 2016-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-23
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Dear Sir, On Friday, XX/XX/XXXX my wallet ( CCard, debit card & XXXX DL ) was stolen and subsequently money was taken out of my chequing account via debit card purchases at XXXX & XXXX ( over {$2600.00} in total ). Police reports were made to the XXXX XXXX Police Dept ( city where wallet was stolen ), and to XXXX XXXX Police Dept ( city where the frauds occurred ). Videos of the person ( s ) using the cards are available at the respective stores but will not be released to me, awaiting PDs collection, On Monday XX/XX/XXXX, I realized the Debit Card was frauded ( debit card used fraudulently on XX/XX/XXXX ) when I checked my account and immediately reported it to HSBC Fraud Dept. Note that I was immediately informed of a fraud situation by HSBC for my stolen Credit Card on XX/XX/XXXX itself, but could not stop the transaction of over {$810.00} on the Credit Card. A transaction of {$820.00} on the credit card was stopped however at about the same time. That said, I was not informed of the debit card situation on the XX/XX/XXXX by HSBC, which was frauded within about a 30 mins timeframe from the Credit Card. I have been working with HSBC Fraud Department ( contact as below ), primarily with XXXX XXXX, since XX/XX/XXXX. Since then, I have provided HSBC Fraud Dept with both the police reports, and have had numerous conversations with their CS Fraud Reps, and with XXXX ( over 5 calls, possibly more ). They have records of the conversations in their CS logs. Many excuses were raised as to why they are not moving on the case and refunding me the money on this case, the bottom line after many conversations, they are waiting for the PDs to " do something '' with the case - unfortunately, it seems like the PDs are ignoring this case and are not investigating for whatever reasons. I am stuck between the PDs and a huge bank that does not seem to care to want to take care of the fraud situation but is sitting on the case, seemingly to wait for the time to expire. I would appreciate it if you can help as I do not have any more data to provide HSBC as to my innocence - unless I am lying in the police reports, which I am not, and the videos should demonstrate that, I do not see what else I can do on my end, with both the PDs and HSBC. The contact/address for HSBC is as follows : HSBC BANK USA Fraud Claims & Recovery XXXX XXXX XXXX XXXX XXXX XXXX Tel : XXXX ( apparently if you hold on, you can get to an operator ) Investigator worked with : XXXX XXXX ( XXXX I am attaching the police reports with all the relevant details accordingly in the reports and supplemental report. Thank you for your help!
Company Response:
State: CA
Zip: 95135
Submitted Via: Web
Date Sent: 2016-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: With only 11 days prior to my next mortgage payment due date on XXXX XXXX, I receive a letter from HSBC, stating that my mortgage will no longer be serviced by " HSBC '' but will now be serviced by XXXX XXXX XXXX. Concerns listed below : 1 ) The letter warns that the mortgage loan number will change but it does not provide the new mortgage number. 2 ) The letter also instructs me to make a payment via mail to XXXX XXXX XXXX by XXXX XXXX. 3 ) The letter states that I should update my bill payment payee but my bank requires an account number and no account number is provided. 4 ) Since a loan number is not provided how will the moneys be credited to my mortgage if I do mail in a payment to XXXX XXXX? 5 ) The letter states that HSBC will not accept payments and if any are received they will be forwarded to XXXX through XXXX 2016. How and where will I see that the moneys have been credited in a timely fashion? 6 ) When exactly will the new mortgage loan number be issued? 7 ) Recently I received an escrow analyses from HSBC asking me for additional moneys to cover a shortage in my escrow account. This particular letter lists an option for paying the difference in XXXX lump sum or by having it spread over the 12 months of payments which is my preferred option. Why does my current statement bill me for an extra {$540.00} and refers to this amount of {$3000.00} as the " regular monthly payment ''? ACCORDING TO THE ESCROW ANALYSES THE REGULAR MONTHLY PAYMENT IS {$2500.00}. 8 ) Lastly, I 'd like a current amortized statement inclusive of all payments sent to HSBC since the mortgage service changed hands to XXXX and indicating how many outstanding payments remain. Given the poor ratings XXXX receives on all consumer websites I am very concerned about this change. The number one complaint is that payments are not accepted because XXXX does not recognize the account numbers. What are my options and why is this change taking place without sufficient notice? Eleven days for a change of this magnitude is not sufficient time. Frankly the suddenness of this whole change is rather predatory. I requested from HSBC to revise the regular monthly payment to what was shown on the escrow analyses in the amount of {$2500.00} rather than the {$3000.00} shown on the XXXX XXXX statement which is incorrect. I spoke an HSBC representative who assured me the payments would be adjusted but I have not received a new statement to reflect this and I also have not received the letter from Nationstar informing me of the new account number.
Company Response:
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2016-09-23
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: Yes
Date Received: 2016-09-22
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: We took out a XXXX balloon equity mortgage which was due to mature in XXXX. We paid interest only and the principle was due upon maturity. According to the contract, HFC ( XXXX Beneficial Finance ) was to send us notice 90-days prior to maturity. While we never received that, we thought, maybe it was a XXXX loan which would mature at the same time as our first mortgage, but never questioned it. We were tricked into paying this for an additional 6 years because we were consistently being billed. When they contacted us for the principal, in XXXX of XXXX, they informed us we had until XXXX, XXXX to pay it. ( Thus the XXXX notice. ) I was able to locate all of the original documents at which time, I noticed it should 've been called in by the company in XXXX, XXXX! I want all of my overpayments refunded to me! That was 6 years in interest charges. It amounts to almost {$40000.00}!!
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2016-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-22
Issue: Settlement process and costs
Subissue:
Consumer Complaint: this is the fourth complaint about this company they sent us a letter stating they sent our information to wrong adress now they want us to get identity theft protection it is bad enough they are runing our credit now our safety. something must be done to protect us from all these fraudulent things they are doing i am trying to get a lawyer to help us. this is consumer protection please help us stop all the harm that is being done to us we are senior
Company Response:
State: NJ
Zip: 086XX
Submitted Via: Web
Date Sent: 2016-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-21
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: I received a call in XXXX from HSBC collection regarding a charge I did not make. I have not used this card for over a year and it has a zero balance. There is an unauthorized charge on the card and I reported this to the HSBC Fraud division. I have a notice from HSBC dated XXXX XXXX, 2016 informing me of a data breach and the charge took place XXXX XXXX, 2016. HSBC security is denying my claim based on the charge taking place within 20 miles of my home. It is unclear to me what distance has to do with fraud. They have requested a police report to re-open their investigation, I filed and received the report that was submitted to HSBC. They continue to deny my claim. This is XXXX unprofessional and fraudulent on the part of HSBC in protecting my data and financial interests. I have requested they dismiss the charge, interest and penalty and they continue to refuse.
Company Response:
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2016-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On Monday, XX/XX/XXXX, I rec 'd a notice from XXXX XXXX, XXXX, Senior VP, HSBC/XXXX. XXXX XXXX XXXX ( postmarked XX/XX/XXXX ) indicating that HSBC was changing my mortgage home loan servicer. They further indicated that " HSBC '' will stop accepting payments on XX/XX/2016, and that XX/XX/XXXX payments should be sent to XXXX XXXX, XXXX XXXX XXXX While the notice stated that " The most important thing that will change are your mortgage home loan number and where to send ... monthly payments, '' no new loan number was provided. XXXX has NOT sent out a new XX/XX/XXXX statement. I consider this very shoddy -- not to mention abrupt.
Company Response:
State: NY
Zip: 14215
Submitted Via: Web
Date Sent: 2016-09-22
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: No
Date Received: 2016-09-21
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX/XXXX/2016 I noticed a pending charge of {$200.00} dollars, but my bank does n't tell me exactly what the charge is until it clears. My bank is HSBC. On XXXX/XXXX/16 I saw that my account had been charged for {$210.00} to a restaurant in XXXX that I never went to. I reported the fraud to my bank and they told me to wait for a Fraud Claim Form. Two weeks later on XXXX/XXXX/16 I received a letter from my bank telling me that they have proof the transaction was authorized and they would not be reimbursing the money. I also received a different letter including the Fraud Claim Report. In confusion, I contacted the fraud department. I asked for the proof and they claimed that my physical card was used at the restaurant. They never provided me actual proof. I asked to speak to a supervisor and was told I 'd be called back. I never received the call. This whole process I have been made to feel like I am the guilty party. They told me I needed to file a police report in order to proceed further. However, they never told me that I needed a signed affidavit from the bank along with other paperwork. I had to go back and forth to acquire these forms including taking a whole day off of work. I did file a police report. Then on XXXX/XXXX/2016 I received a letter from the bank saying they would reimburse me. When I called the fraud department to clarify they told me a different department sent that letter and it was n't valid. I live pay check to pay check and this missing money has put me in financial strain. I submitted the police report to the bank and since then have heard nothing from the bank or any sort of time line as to when this would be solved. I do not appreciate being made to feel guilty, especially when there is no physical proof provided. They have rushed me to provide evidence of my innocence and yet made no attempt to prove I actually used the card.
Company Response:
State: NY
Zip: 11103
Submitted Via: Web
Date Sent: 2016-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-19
Issue: Payment to acct not credited
Subissue:
Consumer Complaint: I have banked with HSBC since 1989. Over the years they have sent me " convenience checks '' for my credit card with marketing blurb about them being as convenient as cash etc. I used one for the first time XX/XX/XXXX for {$1800.00}. I did n't read the small print about having to pay the amount off in 10 days so suddenly got charges. That is fair enough. My mistake. Since then though, I have more than paid off that amount and have made other purchase but I am still getting charges. I called and managed to get them to admit that they pay off all other charges first. In other words, they have put that check to the bottom of the pile and put my payments toward the balance I had on the card before writing the check AND purchases made on the card since writing the check. I do n't think that is fair. If I borrow {$5.00} from a friend one week and then {$5.00} from a different friend the week after, I think it is fair and reasonable to pay of the older debt first. Also they have raised the percentage rate across the board. As well as paying a higher percentage ( 25 % ) on the {$1800.00} for using their " Convenience check '', my rate for my previous balance has jumped from 13 % to 25 % and all subsequent charges are also at 25 %. This seems like a double whammy. I feel like I would have been better off going to a payday loan and keeping that cash advance as a separate transaction and I am being penalized for being a loyal customer.
Company Response:
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2016-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My husband and I filed a Chapter XXXX XX/XX/XXXX-the bankruptcy was paid in full and closed XX/XX/XXXX. HSBC-XXXX/Mortgage services has been over my mortgage since XX/XX/XXXX when my house was purchased. According to the credit reports on file-XXXX, XXXX and XXXX, my mortgage has been paid in full. I have been paying my mortgage each month with no response from HSBC. I have not received any statements showing they have been receiving the money or any statement indicating this account has been paid in full. Please let me know if you can help me get my mortgage information from HSBC. The address for the bank where I have been sending my payments is : HSBC Mortgage Services, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX my Name : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2016-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes