Date Received: 2022-10-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear Consumer Financial Protection Bureau, My name is XXXX XXXX XXXX I live at XXXX XXXX XXXX XXXX XXXX NY XXXX. XX/XX/XXXX I closed on my property and HSBC Bank XXXX XXXX XXXX XXXX FHA mortgage loan # XXXX at purchase. In XX/XX/XXXX due to XXXX related shutdowns I had a Forbearance Agreement with my mortgage servicer HSBC from XX/XX/XXXX - XX/XX/XXXX. My Forbearance Agreement was extended by HSBC to XX/XX/XXXX due to continued Clovid-19 related job shutdowns. HSBC informed me that at the end of my Forbearance Agreement, in XX/XX/XXXX, to prevent foreclosure they offered me the option of a Payment Deferral Plan, explaining that my mortgage payments that were paused/suspended during my Forbearance Agreement period of XX/XX/XXXX - XX/XX/XXXX would be put on the backend of my already existing mortgage with no changes and I would resume my regular mortgage payments of {$3100.00} in XX/XX/XXXX. I agreed to this option for repaying my loan. In XX/XX/XXXX after my Forbearance Agreement period ended I resumed making my mortgage payments to HSBC in the amount of {$3100.00} until XX/XX/XXXX when my loan was transferred to XXXX XXXX. I made my mortgage payments over the phone to HSBC and they were deducted from my bank account by HSBC. ( See attached bank statements. ) I received my Forbearance Agreement letters, but still have not received my Payment Deferral Plan Agreement letter from HSBC. In XXXX of XXXX after my mortgage was transferred from HSBC to XXXX XXXX I immediately received notices from XXXX XXXX stating I must pay a lump sum of $ XXXX, the total of all my mortgage payments during the period of my Forbearance Agreement from XX/XX/XXXX - XX/XX/XXXX or they will foreclose on my home. Im confused with whats happening and how its happening. My Payment Deferral Plan Agreement with HSBC aka XXXX should have applied when my mortgage loan was transferred over to XXXX XXXX and it hasnt. XXXX XXXX refuses to take my monthly mortgage payments since my loan was transferred to them in XX/XX/XXXX, causing my account to be delinquent since than until now. They are stating before they can accept mortgage payments from me I would have to pay the lump sum first. Can a bank refuse to take a mortgagees monthly mortgage payments and use that as a reason to also foreclose on them. Im receiving foreclosure letters from XXXX XXXX stating if I dont pay the lump sum of now $ XXXX, theyre going to take my home where my grandkids and kids live with me. XXXX XXXX also sent me a letter stating I filed for bankruptcy, please note I did not and have not filed for bankruptcy. XXXX XXXX is stating they can foreclose on my house over this too. Again Im confused how this is happening to me and my family. Ive repeatedly called HSBC aka XXXX to get a copy of my Payment Deferral Plan Agreement to submit to XXXX XXXX to correct this erroneous error. Ive only received letters from HSBC stating theyll get back to me in 30 days. Thirty days has turned into 5 months. The communication with HSBC is lacking and Im getting the run around. Each time I call I have to retell them my backstory, that I was offered a payment deferral plan and need a copy of my payment deferral agreement. This should be an easy resolve but HSBC is making it impossible for me. Im contacting the Consumer Financial Protection Bureau for help with getting my Payment Deferral Agreement from HSBC aka XXXX and for them to honor it to stop XXXX XXXX from wrongfully foreclosing on my home. XXXX XXXX is stating that I dont have a Deferral Payment Plan Agreement with HSBC XXXX that it was rejected. I dont understand why or how XXXX XXXX can make that statement, when that was the offered and agreed to option with HSBC for repaying my loan well before my mortgage loan was transferred to them. Please note I resumed making my mortgage loan payments as agreed with HSBC consistently for seven months after my Forbearance Agreement ended ( until my mortgage was transferred to XXXX XXXX XXXX, without any notices from HSBC of lump sum payments due, foreclosure or otherwise. I wouldnt have to deal with threats of losing my home to foreclosure and demands of lump sum payment if HSBC remained as my mortgage servicer and not transferred my mortgage loan to XXXX XXXX. I found the following information below from the Consumer Financial Protection Bureau website section : Exit from Your Forbearance and from the HUD.Gov website Cares Act Forbearance Fact Sheet for Borrowers with FHA, VA and USDA loans. I believe this information applies to me, my Covid-19 related Forbearance, my federally backed FHA mortgage loan and what my initial mortgage servicer HSBC followed and did when they offered the payment deferral plan agreement that I accepted, and proceeded to make my mortgage payments after my forbearance ended. However, it is not being applied by my now mortgage servicer XXXX XXXX. 2021 Mortgage Servicing COVID-19 Rule - Under the new rule, most mortgage servicers are required to take certain steps to help homeowners in forbearance find options for repaying their loan. HUD/FHA does not require lump sum repayment at the end of the forbearance for an FHA mortgage loan. Homeowners on special COVID-19 Forbearance will be assessed by their servicer first for eligibility for FHAs COVID-19 Recovery Standalone Partial Claim home retention option no later than at the end of the forbearance period. If you were current or less than 30 days delinquent as of XX/XX/XXXX, you may be entitled to this option. The COVID-19 Recovery Standalone Partial Claim is for homeowners who can resume making their current monthly mortgage payments in the future. The COVID-19 Recovery Standalone Partial Claim places amounts you owe into a subordinate lien that is repaid only when you refinance your mortgage, sell your home, or your mortgage otherwise terminates. This lien does not accrue interest. If you can not resume making your existing monthly mortgage payment, servicers of FHA-insured mortgages will assess you for the COVID-19 Recovery Modification. The COVID-19 Recovery Modification extends the term of the mortgage to 360 months at a fixed rate and targets reducing the monthly principal and interest portion of your monthly mortgage payment. With respect to the 2021 Mortgage Servicing COVID-19 Rule and the COVID-19 Recovery Stand-alone Partial Claim mentioned above, this is exactly what was offered and done by HSBC with my covid-19 forbearance and federally backed mortgage loan. I dont understand why HSBC is not directly responding to my request for a copy of my payment deferral agreement and why XXXX XXXX is saying it was rejected. Although, HUD/FHA does not require a lump sum repayment at the end of the forbearance for an FHA mortgage loan, Im confused why XXXX XXXX is stating that I have to make a lump sum payment of my paused/suspended mortgage payments during my covid-19 forbearance that is not required and was already put on the back end of my mortgage or XXXX XXXX is going to foreclose on my house. Can XXXX XXXX legally do this? HSBC followed the new CFPB 2021 Mortgage Servicing COVID-19 Rule, The COVID-19 Recovery Standalone Partial Claim and HUD/FHA for my FHA loan that was in Forbearance and followed through with actionable steps by offering me the payment deferral plan that I accepted and resumed my loan payments although they did not send me my payment deferral agreement that provides me with proof that follows the actions of HSBC and a fighting chance against foreclosure on my home. HSBC transferred my loan to XXXX XXXX in order to not be held responsible for how XXXX XXXX handles my loan or rather mishandles my loan based on my agreed to payment deferral plan option offered by HSBC for repaying my loan to avoid/prevent foreclosure on our home. HSBC has been an approved servicer of FHA-insured loans for many years. In order to obtain and maintain FHA approval to service FHA-insured loans, HSBC was required to submit and did submit annual certifications stating that it adhered to all FHA handbooks XXXX regulations and policies. -The United States XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX attached the following supporting documents : -HSBC Forbearance Agreement Letters -Bank Statements showing I resumed making my mortgage payments to HSBC after my forbearance period ended -HSBC Statements -HSBC Loan transfer letter XXXX XXXX Transfer Letter XXXX XXXX Letters Stating I owe lump sum payment $ XXXX and need to pay immediately -Selene Finance Letters of Forclosure -XXXX XXXX Letter stating XXXX filed bankruptcy Thank you for your time and attention to my urgent matter. I look forward to hearing from you. I can be reached at XXXX Sincerely, XXXX XXXX XXXX
Company Response:
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2022-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-10
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: HSBC sold my credit card account to XXXX XXXX in XX/XX/XXXX. HSBC failed to provide statements for XX/XX/XXXX and XX/XX/XXXX to XXXX XXXX and because I was no longer a customer I couldn't access the online statements. The amount due XXXX XXXX presented me with for XXXX didn't match my records and the current transactions given were inaccurate, including triplicate charges for each credit card use. XXXX XXXX doesn't answer their customer service line and HSBC declined to assist me. Through repeated contact throughout XXXX I was able to cancel the XXXX XXXX card and obtain HSBC 's promise to mail me the XXXX and XXXX statements on XX/XX/XXXX. As of XX/XX/XXXX, I still haven't received the statements nor has XXXX XXXX obtained them.
Company Response:
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2022-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
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: As I was not using my credit card, I asked my account manager at HSBC to close my account in XX/XX/XXXX, to which she replied by email " Okay, I will close the accounts ''. In XXXX I was contacted by HSBC credit card department saying that there was pending charges on my card I should pay. I contact my banker again to clarify the problem to which she replied by email on XX/XX/XXXX " I spoke to out fraud team and they are in the process of refunding the charges and closing the account. I will confirm with you next week once the account has been closed. '' Then on XX/XX/XXXX she sent another email " Confirming the account has been closed. '' I saw my credit score drop around XXXX and then again in XXXX when several major derogatory were reported from this credit card at XXXX. I have been calling HSBC credit collection department since XXXX and share the thread and they told me they would cancel the charges and remove the reports on my credit score. It has been now more than XXXX months, and I can not buy a house and take a loan because of this issue.
Company Response:
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/22 I noticed that {$5000.00} and then {$7500.00} had been transferred from one savings account at HSBC bank. I notified Bank Security and all my accounts 2 savings and 1 checking were locked so that no money could leave any of my accounts. On XX/XX/22, I went to the bank and spoke with an officer. In looking at my accounts, he saw that a check in the amount of {$9400.00} had been drawn and cashed against a second savings account. This fraudulent check had been written against a savings account and cashed while the account was locked. I was told that the back office was dealing with the problem. There were no other responses to how this could happen. All monies have been restored to me, with no notification to me from the bank. Additionally, XXXX reward points were stolen from my credit card with HSBC. This too, has been restored.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Someone has been using my information to open cards and it is not me. Now a collection company is threatening me that they are going to file charges on me. But I have never had a hsbc credit card. I think I know who is doing it. I just need help.
Company Response:
State: FL
Zip: 34120
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: HSBC Bank failed to properly document this Fraud Claim on XX/XX/22 as indicated by their Call Center Supervisor, in which I am already encountering financial hardships getting to work, eating, and purchasing medication ( in which I need to survive ) saying that it could take up to 10 Business Days. This is extremely unethical and I never received any communication regarding their financial practices, nor to date was I provided a Transaction ID, for my personal records because I do not trust this bank. The call center representatives and supervisors are incompetent. I need my credit expedited expeditiously. To add insult to injury HSBC could not expedite my card, nor have they considered the hardships imposed on my life through no fault of my own. This bank has violated several laws according to the FDIC, by not providing written communication regarding their policies, and will not take the due diligence by issuing the provisional credit, at once, considering the hardships and liability imposed by NOT properly filing this fraud in a timely manner. HSBC Bank was contacted on XX/XX/22 in which the Fraud claim was not submitted, nor did the representatives or supervisor callback ( even though there is a verifiable and updated contact number ). To date I never was issued a confirmation email or any Transaction ID # for my records to follow the status of this claim. This bank is absolutely the worst encounter, and I am calling the local News Media as well as seek my legal options.
Company Response:
State: NY
Zip: 10451
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I tried to open a bank account with HSBC a few months ago ( XX/XX/2022 ). Due to the fact that I missed a few calls where HSBC asked for additional documents, HSBC decided to close my account and to deactivate my online banking. At this point I had already transferred USD XXXX to the account. HSBC communicated the closure to me a few weeks after the account opening ( end of XXXX ). Since this time ( 3-4 months ago ) I am trying to get my money back. I have not received any communication from HSBC that would talk about how to get my money back or that HSBC is working on it. I received a check for USD XXXX mid XXXX ( it wasnt communicated what this was for but I assume this was interest ). Since XXXX, I have contacted the HSBC customer service team many times, last time about 4-5 weeks ago. The only communication I received from them is that they cant help me as another team is responsible. This team would not take any customer calls.
Company Response:
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a world elite mastercard from HSBC USA. I enrolled in Auto-pay on my account. I checked back on my account later and noticed that my payment was not submitted according to auto pay schedule despite auto pay being enrolled. I then called HSBC customer service. The customer service rep said that he recommended that I still manually check my account on the payment due date because sometimes auto-pay does not submit the payment for the first few cycles ... despite the auto-pay disclosure stating that it would submit on the next due date ..... I was charged with over {$100.00} in interest and late fees very clear false advertising.
Company Response:
State: TX
Zip: 75206
Submitted Via: Web
Date Sent: 2022-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XX/XX/XXXX I cashed via on my mobile device a check for XXXX through my bank HSBC.The check was from XXXXXXXX XXXX XXXX and there bank was XXXX XXXX and the funds was from selling my vehicle to them. Fast forward XX/XX/XXXX I get a l letter that the check deposit is being reversed. I have spent since XXXX dealing with my bank HSBC trying to obtain proof that the money was returned back to XXXXXXXX XXXX I have talked to the maker of the check and they just show the check clearing the account but never the funds returning back to them. They also state that they never asked for the check to be reversed. So now Im out the XXXX dollars and each side tells me the other one has the money. HSBC tells me I need to go to the maker of the check but why is my bank taking money out of my account and sending it to the makers bank after it had been cleared back in XXXX. I need help getting proof of which bank really has the money. The two managers at HSBC is XXXX and XXXX that I have been working with. The case ID number is XXXX through HSBC. The Head of back offfice at XXXXXXXX XXXX XXXXXXXX is XXXX XXXX. Please help me as I have tried to work with the bank to get my money back.
Company Response:
State: CA
Zip: 90015
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2022, my dad wired {$6000.00} to XXXX to his account with HSBC XXXX. On XX/XX/2022, my dad was checking his account in XXXX to make sure the money arrived to his account and it never did. We called out bank ( sender ) and told us the wire was sent and should had arrived by now. My dad and I reviewed the wire form and spoke to USBC XXXX and we were told by the Branch Manager the information was incorrect. The customer service rep at that location in XXXX had given us the wrong wire instructions. Our bank started sending requests to HSBC fed line requesting to return the funds or credit the funds to the account in XXXX & gave them the correct bank info and they did response at first but the money is still missing and our bank continues to send emails with no replies., but now its been several months and still have not heard nothing from them. We have also kept in contact with HSBC XXXX and tell us they can not help or answers our questions to where the money is. We feel that this was not our fault and the customer rep. gave us the wrong wire instructions. On XXXX XXXX, my dad was admitted to the XXXX with XXXX and XXXX and is now suffering the consequences of this terrible XXXX He is still in the XXXXl and it will be a long recovery. XXXX may not be a lot, but it is to him and my mom who desperately need their money back and unfair they are not getting any answers.
Company Response:
State: IL
Zip: 60506
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A