Date Received: 2016-04-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have had my loan with HSBC mortgage services for over 12 years and I was laid off from my job on XXXX/XXXX/XXXX. I have since fallen almost 2 months behind with my mortgage and have requested a modification from them. However, they have denied me, claiming that my home has no value. I was assigned to a mortgage service specialist ( XXXX XXXX ) whom I expressed my concern to about my mortgage being increased and also that I had requested modification and wanted to know what the status was. She explained the reason for the increase stating that my escrow had a shortage of {$2500.00} and that my mortgage was increasing from {$1200.00} to {$1400.00}, which I 'm still confused about. She also told me that when I called in for assistance in XX/XX/XXXX the representative that spoke with me advised me to send in my letter of unemployment but I did not respond to their request. I told her I was not asked to send in any information and I had only found out about it that very day that she was talking to me. She still insisted that I was informed. The specialist who was obviously aggravated with me continued to accuse me wrongfully so I asked her to play back the recording of the conversation that I originally had with the first representative when I called in to advise them of my dilemma. Realizing that I was not backing down from her lies and that I was going to prove her wrong, she paused and then apologized to me for the " miscommunication ''. I knew from then that I was going to have some difficult times ahead with her as a specialist and the only way to prove my innocence from there on was to record all my conversations with her, ( which I have in my possession ). She also advised me that I could get in contact with HUD. I called XXXX ( HUD ) who are trying to assist me. I called my mortgage service specialist on XX/XX/XXXX to advise her that I was meeting with a HUD representative on XX/XX/XXXX ( which was the following day ). She immediately advised me that I needed to let HUD know that I was already denied a modification so I would n't be considered for it again and gave me two extra days to advise her of what I wanted to do. On XX/XX/XXXX I called her back to advice that XXXX was now a third party representing me and she once again reminded me that I would not be considered for modification. The only thing HSBC is willing to offer me is a payment arrangement, Title-in-lieu, or short sale which is not an option for me right now. I am not willing to give up my house so easily. XXXX has faxed in all the necessary people paperwork and all the information that HSBC has asked of me. HSBC contacted my sister in Florida on XXXX/XXXX/XXXX ( the same day that I spoke with XXXX XXXX looking for me or my ex-husband ( who by the way is no longer on my deed ). I am clueless as to how they got her number and why they would even reach out to my family member when I have been in contact with them and have also given them information of my third party representative ( NID ). That same day that they contacted my sister, a HSBC representative ( XXXX ) also called me. Is this their way of trying to embarrass and frustrate me to get me out of my home? I have proof of the phone call to my sister if needed and I also have a recording of XXXX 's call. I would appreciate any assistance that I can be given as I feel like I 'm fighting a losing battle. They have my cell phone number which is my only form of contact. I have never dodged any of their calls so for them to go out of their way to get my sister involved is very hurtful to me. HSBC 's customer service is very poor and it seems like their staff are all trained to be mean to their customers which makes me a very dissatisfied customer. I have taped all my conversations with them and have proof of it if needed. I do not trust them at all. Thanks in advance!
Company Response:
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2016-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-06
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Had a truck loan from HSBC. Kept track of the balance every month trying to pay it off. Loan gets sold to XXXX XXXX and balance is overnight more than {$2000.00} higher. Called HSBC to get balance they sold to XXXX and they refuse to cooperate. I paid the loan off but I still do n't consider this settled. Also never got a lien release from XXXX so I cant register truck in my name only.
Company Response:
State: TX
Zip: 78249
Submitted Via: Web
Date Sent: 2016-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-05
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was discharged in bankruptcy
Consumer Complaint: They are reporting to my credit that I have late/missed payments when this was discharged in BK in 2012
Company Response:
State: IL
Zip: 60050
Submitted Via: Web
Date Sent: 2016-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-04
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: HSBC bank continues to list a fraudulent account on my XXXX credit report and refuses to provide sufficient proof of my ownership of the account. I never opened nor used any account from hsbc bank/XXXX. this account was opened in 2010. I was not even living in Massachusetts in 2010. this continues to damage my good credit.
Company Response:
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Called Beneficial about my mortgage and getting a payoff. They said I had to submit a letter and mail or fax it in and that it could be as late as XXXX XXXX, XXXX when I receive the payoff back. That was if I submitted it today XXXX XXXX/XXXX/XXXX XXXX. I also have something called " Outstanding Deferred Interest Balance '' on my monthly statement and when I inquired about what that was, I was put on hold for a few minutes so they could " research '' what it was. When the rep came back on the line, she said Beneficial would mail out a " fee/charge schedule '' that outlined everything contained in that balance. The statement even has a note on it that says " For further explanation of deferred interest or to make a deferred interest payment at any time, please call XXXX. '' That is the number I called. The rep also stated that I was 48 months behind on this mortgage back in XXXX and I did a modification to bring the payments current ... I was NEVER four years behind on payments.
Company Response:
State: OK
Zip: 744XX
Submitted Via: Web
Date Sent: 2016-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-04
Issue: Bankruptcy
Subissue:
Consumer Complaint: Please remove this from my credit report. This was discharged in BK in 2012. However, HSBC continues to report that I have late payments when that ; s not that case.
Company Response:
State: IL
Zip: 60050
Submitted Via: Web
Date Sent: 2016-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-03
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My mortgage company charged me a monthly fee for a service I was unaware of and hide it under " other. '' I had no idea that I paid {$37.00} for 10 years for a service I never authorized until I got a form in the mail. When I called the home warranty group that sent me the form, I told them I did not have a contract with them. They said my mortgage company had indeed been taking my money for the contract since I signed for my house. I sent XXXX letters to the Mortgage company and they said I was given it at closing. I checked my closing papers and I did not buy a home warranty. The seller bought one for me. I did not sign up for the service. I sent HSBC a copy of my closing contract and asked for the 10 years of fees to be reimbursed. I never once asked for the home warranty and I did not use it because I did know I had it. They have not answer my letter I sent 6 weeks ago. I want my 10 years of paying for a service money back and it was a faudulant activity on HSBC 's part
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-03
Issue: Disclosure verification of debt
Subissue: Not given enough info to verify debt
Consumer Complaint: XXXX is reporting negatve information on my credit report & I 've asked them to pleas eprovide verification that this account belongs to me. They ignored every request sent submitted. I first disputed the account with all XXXX credit reporting agencies. They reported it verified. I then sent requests in directly to them & they have ignored all my requests. The last letter submitted was dated XXXX/XXXX/2016. At this point this company is violating the FDCPA & FCRA. I would like the information removed immediately.
Company Response:
State: CA
Zip: 92262
Submitted Via: Web
Date Sent: 2016-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-03
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Re : Claim for repayment of unwarranted expenses which occurred during my mortgage refinance XXXX **Players and Background : ** HSBC, XXXX XXXX XXXX ( XXXX ), and a certain party dba 'Mortgage Family, ' provided a mortgage refinance for me, paying off and consolidating my XXXX residential mortgages ( XXXX of the mortgages was with HSBC and the other with XXXX. ) In the process, XXXX disturbing issues arose out of fraud, negligence, or human error, which caused me avoidable expense, wasted time, and aggravation. I point out XXXX issues below. **Issue I : Payoff Refused by XXXX Under False Pretenses** XXXX repeatedly claimed to have made a property tax payment on my behalf on XXXX XXXX which was not in fact made until XXXX XXXX according to XXXX XXXX ( XXXX DOF ). XXXX used this false claim as justification for XXXX to refuse to accept a payoff payment from HSBC on XXXX XXXX in the amount and on the date that XXXX itself had laid out in its payoff letter to HSBC dated XXXX XXXX, for my mortgage. Rather than XXXX accepting the payment on XX/XX/XXXX, XXXX held my money for a week, demanded additional interest and fees from me, which were paid on XX/XX/XXXX by HSBC and me, in full under duress just to stop the clock. Instead XXXX should have accepted the payment on XX/XX/XXXX and dropped its false claim that the payoff payment was insufficient due to XXXX 's XXXX XXXX tax payment, a claim that seems fictitious, wrong, or perhaps intramural and should have been reversed. **Issue II : Negligence in Informing Me and in Taking Timely Action to Address** As sketched above, HSBC/XXXX wired payoff payment to XXXX on XXXX XXXX. The first I learned of any issue with the disbursal was in response to my email to XXXX on XXXX XXXX. Neither HSBC/XXXX nor XXXX notified me of the week long delay. The negligence I would argue goes against a duty of both parties to inform me -- which neither side did. **Issue III : HSBC Illegally Closed with a Higher Interest Rate than the Agreed, Locked Rate** HSBC 's salesperson XXXX XXXX confirmed that I locked the interest rate at 3.819 %. This was then documented in HSBC 's Loan Estimate dated XXXX XXXX, XXXX, showing the agreed rate and that it was locked. The Loan Estimate further reads that " your interest rate ... can change unless you lock the interest rate. '' [ Italics mine. ] The rest of the Loan Estimate had major mistakes that I pointed out in an email the same day. HSBC issued a new Loan Estimate dated XXXX XXXX, XXXX, correcting the portions stating that I needed " {$330000.00} cash to close '' and that I was paying off " {>= $1,000,000} '' rather than the the actual {$870000.00} that had in fact been discussed. I failed to notice at that time that the locked interest rate had been changed to a new rate of 3.828 - and there was no notice to me and no discussion of a change. Unfortunately I did n't notice that change until after we closed. When I raised this with XXXX XXXX and with the Loan Processor XXXX XXXX, they both stated that it was in fact not a mistake but rather that the locked rate can change if internal estimates at HSBC change, which is why they purposely changed the locked interest rate. I told them that I doubted it was legal to change a locked interest rate, especially without proper notice, but they offered no adjustment.
Company Response:
State: NY
Zip: 10026
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-01
Issue: Billing statement
Subissue:
Consumer Complaint: I have called customer service numerous times at XXXX on XXXX XXXX and got people in XXXX that lack SERIOUS training. I was on the phone for over an hour spoke to XXXX # XXXX along with his supervisor XXXX XXXX and both of them were not able to explain to me how my monthly payments were being allocated. I am not in the banking business but to me this is very basic information that should be provided to the customer. Furthermore they stated for me to look at my billing statement to obtain the information I was inquiring about, which by the way I did and it is not there! As a customer I have every right to know this information and no one is able to assist me. I proceeded to go to the nearest branch on XXXX XXXX dealt with a XXXX XXXX, Manager thinking I was going to get my answers and once again was forwarded to the same phone number. Furthermore the branch does not deal with any credit card issues!! It is very frustrating and upsetting that I have spent hours trying to get this information and not getting anywhere. I hope this compliant gets resolved as I will proceed to look into it further having this issue resolved because as I am looking into my statements there are missing monies that I have been paying that are not posted to my account. I now have a suspicion that HSBC is stealing my money especially since absolutely no one in this bank can explain how are ALL my monies being allocated. All I want is to pay off this card as they continue to raise my APR more than I think is even legal. I am requesting in writing where I agreed to this the constant APR increase and to make matters worse I want to know why I have XXXX balances with XXXX different APR 's? I have had credit cards for over 20 years and I have never experienced such thing. How are my payments being allocated? Is this business practice even legal. Additionally, when I inquire with the HSBC branch they can not even understand why this is happening to my account, when I ask you customer service people in XXXX they can not even give me a straight answer!! This is VERY BAD BUSINESS!!!! I also spoke to XXXX # XXXX and his supervisor XXXX yesterday at XXXX spent my whole lunch hour and did not achieve anything on XXXX XXXX.
Company Response:
State: NY
Zip: 11209
Submitted Via: Web
Date Sent: 2016-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No