Date Received: 2015-12-11
Issue: Communication tactics
Subissue: Threatened to take legal action
Consumer Complaint: Collector called, provide information on the account without verification. Threatened to have law enforcement at my doorstep within 30 minutes if payment was not received. Accused us of being deadbeats for running up the credit and not paying it off. When asked to verify agencies information ( name, address, professional license number ) became more aggressive and disconnected the call. When I attempted to contact the agency for the details, I was transferred to another collector ( XXXX XXXX ) that the previous collector ( XXXX XXXX XXXX was no in charge of the account. I have tried to verify Professional License XXXX through various agencies and I have not been able to do so.
Company Response:
State: PA
Zip: 19040
Submitted Via: Web
Date Sent: 2015-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: CASE # XXXX ( MORTGAGE LOAN # XXXX ). The response letter dated XXXX XXXX, 2015 from HSBC/XXXX XXXX did not address the problem raised by me. The form for " payoff '' claimed to be mailed XXXX/XXXX/15 by XXXX XXXX and also mailed by XXXX XXXX XX/XX/2015..none of those was ever received. XXXX XXXX, 2015 spoke with XXXX XXXX, who said she was awaiting the return of UNDELIVERED MAIL TO ME. Failure to provide copies of those XXXX pieces undelivered mail with notations by Postal Carrier on envelope citing reasons. Failure to also address XXXX XXXX questioning my ability, comparing me with others who may have failed to " payoff '' after receiving statement of high payoff amount. My response to her " why comparing me with others '' ..all of these conversations by phone 'recorded '' for records. She went beyond her bounds questioning my payoff abilities. I am claiming a refund of interest {$39.00} for HSBC/XXXX failure to promptly provide the " payoff '' info requested ... that took me XXXX different times ( XXXX by letter/note, XXXX by phone calls. XXXX XXXX XXXX 's XXXX XXXX, 2015 letter stated " late fees " in amount of {$42.00} assessed with transaction code # XXXX. Since establishing this HELOC, I was never late making payments.
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2015-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I began using HSBC in XXXX when I opened a credit card and debit account. I had a great experience with them while I was a XXXX customer. Once I changed my account to a standard level ( because I was n't meeting the minimum dollar amount in the account ), many things began to go wrong. I was n't very happy with their services, their representatives were often giving me incorrect information, I would get different answers from different representatives etc. Nevertheless, I decided to only close my checking account but keep my credit card open and not use it since I did n't want it affecting my score by closing it. The last time I had used the card was around XXXX XXXX. It was n't until I received a statement in the mail for XXXX XXXX XXXX - XXXX XXXX XXXX ( see attached ) for {$22.00} for a purchase at " XXXX Web XXXX XXXX '', that I decided to close my final HSBC credit card account. I called HSBC asking first, why this charge was n't blocked ( I do not live in XXXX nor have I been there in the past year ), why it was n't detected as fraud, and why I was n't notified. While speaking on the phone, the representative proceeded to tell me she saw there were several attempted charges in the past two weeks in XXXX, and some at XXXX here in the XXXX. She asked me if any of them were me. I said no, I do not live there and I never shop at XXXX. I was concerned because no one had contacted me about the attempted use of the card in different locations. I asked her to please close to card for me over the phone. She told me it could n't be done because they had to investigate the {$22.00} charge first. Unhappily I agreed to wait. Instead of closing the account ( ending in XXXX ) permanently like I had asked her to, the representative decided to send me a new card with a new account ( ending in XXXX, opened end of XXXX XXXX ). One week later, they sent me some papers to fill out and send back to them regarding the fraud claim form ( see attached ) which I did. When I realized she had opened a new account for me I called and asked her to close it, again and instructed her not to reopen another card. After being hung up on, and transferred to different departments several times, I finally got someone on the line who was willing to close the account for me. I received a letter confirming that the account XXXX was closed permanently with no new accounts to be opened ( see attached ). While checking my account profile online, their website shows that I have XXXX accounts open : XXXX ending in XXXX, XXXX, and XXXX. After asking several representatives why they were showing online, no one could give me a straight answer, but they confirmed they were all closed. Just in case, I called different HSBC local branches to confirm that I had no existing accounts with the bank. All of this happened around the beginning of XXXX XXXX. Today I received a letter ( see attached ) in the mail stating that the investigation of the fraud is now complete, and the activity has been confirmed as unauthorized. The letter also says that a credit will be applied for {$22.00} to my NEW account ending in XXXX. At this point, I do n't know what else to do. I have been trying to close my HSBC credit card account for the past 3 months. I am concerned they are messing up my credit score and information. I want them delete all of my information from their databases and remove all accounts that are showing online. I want to know what is going on.
Company Response:
State: TX
Zip: 78749
Submitted Via: Web
Date Sent: 2015-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-09
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I received a text message from what appears to be an HSBC address saying that suspicious activity has been detected on my account, and to verify my account details to prevent suspension of my account. This seemed fishy XXXX, so I called HSBC directly since their website does not allow me to log in unless I have an active account, which to my knowledge I do not. The phone system HSBC employs will also not allow callers to speak with a representative unless they either have an active account or lie about the nature of their call. In my case after a half-hour spent trying to navigate through their many menus and failing to get a live operator, I pressed the key sequence to tell them I was interested in opening up a new account, which produced ( surprise, surprise ) a live operator waiting to take my money. After explaining the situation to this operator, they told me this was a fraudulent text, but could otherwise not assist me to make sure that there was no other fraud happening in connection to my identity or former account information. While I completely understand HSBC has no controls over scammers using their name in their attempts to commit fraud, the fact that HSBC makes it not only difficult but nigh-on impossible to speak with a live human being goes beyond the pale, especially since they are active targets of fraud attempts. As a past customer of theirs whose vital details are in their system, I find it extremely alarming that they care not one whit for customer relations unless you are handing them money on an active basis. After all, I have no control over or knowledge of their IT infrastructure and they clearly have little to none either.
Company Response:
State: NY
Zip: 11215
Submitted Via: Web
Date Sent: 2015-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-09
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: XXXX XXXX fraudulently reported a dispute on my credit report for a {$600.00} collection. This is shows as a revolving credit which was paid in full over a year ago. The dispute was finally removed after 4 months. However, my home loan is being denied 10 days before closing because XXXX XXXX/HSBC is refusing to delete the inquiry off my report. I am about to lose my home loan all because a {$600.00} collection was fraudulently disputed and effected my credit. If it had n't been disputed and the dispute recently removed, I would be approved for my home loan.
Company Response:
State: TX
Zip: 77054
Submitted Via: Web
Date Sent: 2015-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-08
Issue: Settlement process and costs
Subissue:
Consumer Complaint: In XXXX of 2009, my husband and I filed Chapter XXXX Bankruptcy. Our mortgage company, HSBC, agreed to a loan modification and reaffirmation which lowered our mortgage payments from XXXX to XXXX. We signed these documents with our Bankruptcy Attorney ( XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX ) and they were sent to the Attorney for HSBC XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX ) to be filed with the court. Four years later, we start getting notices from HSBC that we were behind on our mortgage payments and they threatened to foreclose on our house. Not one time have we ever missed a house payment. At that time, I had my attorney research the matter even though they were not obligated to do so, they contacted the Attorney for HSBC who claim to have never received the loan modification and reaffirmation agreement. I was terrified that our house would be foreclosed on again, so I agreed to sign another reaffirmation agreement. However, HSBC did not agree this time to modify our loan payments to a lower amount. I feel like in order to keep my house, I felt forced to sign the new agreement at the higher payment of XXXX. In addition to the higher payment HSBC tacked on approximately {$12000.00} in interest. No one seems to care that the paperwork was mishandled. No one seems to care that I owe {$12000.00} more than I should. No one will listen. I hope you will.
Company Response:
State: GA
Zip: 30157
Submitted Via: Web
Date Sent: 2015-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-07
Issue: Rewards
Subissue:
Consumer Complaint: XX/XX/XXXX I opened a credit card account w/HSBC. Several of their employees told me if I charge at least {$1500.00} w/in 90 days I would get a {$150.00} cash " reward '' ( I do n't understand the difference between {$150.00} and {$150.00} 'reward ' ). I charged the {$1500.00} w/in the time frame & was told the {$150.00} would soon appear in my account. As of 30 minutes ago it had n't. I made several calls to the XXXX # -- the last time I was connected was XX/XX/XXXX when I spoke to someone who identified himself as " XXXX '' emp. # XXXX. He said the $ would be in my account in the " next few days. '' I made lots of other calls to the XXXX # since then but I 'm always on hold for long periods and whomever I speak to says I have to speak to someone else & eventually I get disconnected. I recently called my local branch -- on XXXX XXXX in XXXX, XXXX XXXX. They told me to call the XXXX # -- I told them that did n't work for me. They said I should come down to the branch. I do n't want to make the trip & I fear that wo n't work anyway. The XXXX people I spoke to at the XXXX # agreed I was entitled to the $ & said it was coming so why ca n't they just credit it to my account?
Company Response:
State: NY
Zip: 11417
Submitted Via: Web
Date Sent: 2015-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-07
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: My wife and co-borrower, wrote a check against our home equity line of credit to pay a credit card. HSBC returned the check unpaid and indicated that she was an unauthorized borrower. After calling HSBC customer service twice, they then said that the signatures did not match. I then ask them to provide proof by requesting a copy of the returned check and the signature card but HSBC had the audacity to charge me a fee for this. I can not believe that they want to charge me a fee for their mistake. I have since been charged {$30.00} by HSBC for a returned check fee. My credit card company also charged me {$30.00} for a returned check fee and almost {$15.00} in interest for the period between the due date and the date I paid with another check. It is unacceptable for a bank to be unwilling to provide a copy of your own signature to verify that they have a correct signature on file. I also requested that they mail me new signature cards - which they have failed to do.
Company Response:
State: NY
Zip: 10567
Submitted Via: Web
Date Sent: 2015-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-06
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I received a call from my bank asking me if I had used my debit card for a couple of transactions. I listened as they rattled off these transactions and one got my attention. It was from XXXX XXXX for {$19.00} and I told them no I did not authorize this transaction. So they deactivated my debit card, and after I hung up the phone I was curious if this was the first such charge. So I went through my bank statements and found that it was n't the first such transaction. It had been going on for about three months to the tune of over {$1000.00}. So I contacted the bank and disputed the charges, about a week later I got the funds placed in my account and was told the case was closed. Then almost two months later I received a letter stating that my son had a prior relationship with the XXXX store and since this was the case he must have made these purchases. I assured them that he did n't as I checked his XXXX and there were no games on there because he does n't buy games online, he likes to have the case and disc. So as I had closed out my account before they could take the funds out, they decided to accept my direct deposit anyway and took all the money back throwing my account into the negative because of this I was also charged several banking fees for transactions they paid knowing that I had no funds in my account to cover these charges. So now my account is almost - {$900.00} and I have changed banks. They have continued to pay bills and I was then told to get a police report to release the bank from responsibility. I did that and waited ten business days as I was told, then I called back and got the same answer. My son must have made the purchases. So I asked them for proof, and they said for me to contact the playstation store, which I had already done and they said they can not provide me with such information. I do n't understand if someone was spending almost {$100.00} a day on a website why the bank had n't contacted me earlier, and they said that is not their job. It is my job to keep track of what is going on with my account. I said so you are n't responsible in helping to cut down on fraud, and they said no that is my job. I am so angry that I have switched banks and will never go back to this bank, but I am still out over {$1000.00} with no explanation or apology or anything at all resembling how a business would handle such matters.
Company Response:
State: NY
Zip: 10038
Submitted Via: Web
Date Sent: 2015-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-05
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Constantly getting calls from HSBC Collections. XXXX for XXXX Credit Card which was paid in full. This account shows on my credit report that it was paid in full and closed.
Company Response:
State: CA
Zip: 92008
Submitted Via: Web
Date Sent: 2015-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No