Date Received: 2022-07-22
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: My HSBC US XXXX payments since 2015 do not show anymore on my latest report ( attached - see page 5 ). These payments were all listed complete in the XXXX Report ( attached - see page 5 ). Note that other bank cards are showing all payments correctly.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: HSBC Bank is reporting a late payment on my history. I need some help, I have had this account open since 1995 and have never once been past due. I got covid and thought my husband paid on the bills. He said he did. Please this is devastating as you can see by my credit I care and never once have paid a bill late. Please remove this remark. I care about my credit and my creditors who allow me to have credit.
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: My HSBC credit card number was stolen and initiated the below purchases without my knowledge XX/XX/XXXX XX/XX/XXXX XXXX - XXXX XXXX NY {$61.00} XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX CN {$27.00} XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX MO {$1200.00} In that same date XXXX the HSBC security team found several other fraudulent charges as follows XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XX/XX/XXXX XXXX XXXX XXXX XXXX ND XX/XX/XXXX XXXX XXXX SP XXXX XXXX XXXX FL All of these transactions were blocked as a part of fraud prevention and we reported fraud from our side and and credit card was closed. And a new credit card was issued But the charge we disputed for the amount of XXXX on XX/XX/XXXX XXXX XXXX XXXX XXXX MO is reinstated in the statement. Now there is a late fee and finance charge was accrued. Got a statement of Account number ending in XXXX New Balance {$1200.00} Minimum Payment Due {$76.00} Payment Due Date XX/XX/XXXX Neither me nor my spouse XXXX XXXX initiated this purchase and we never received any services from XXXX XXXX XXXX XXXX XXXX MO for the amount of {$1200.00} And when I called the fraud investigation team, they are saying My spouse XXXX XXXX initiated the purchase, and the HSBC send us the bill of XXXX XXXX and surgical through email stating that the name is correct, verifying the bill from our side which states my spouse name is correct but the address is incorrect, our XXXX number is missing.There are hundreds of apartment units in this apartment complex If his name was used in the above transaction, He was a victim of identity theft dated XXXX and his police report is also enclosed. So I filed a new police report under my name for the above said transactions in my local police department. And more over the fraud investigation team told us to call this XXXX XXXX XXXX company and we called them they told us to send an email regarding this matter and the send email is also enclosed. And when we call them they are asking us which company are you calling from and the fact is that we dont have a company in the first place and we dont know who is this XXXX XXXX XXXX company.Moreover it is oblivious that somebody initiated several purchases on the same date. We called the HSBC regarding this matter several times, chatted several times, send email but got rejected and even send a register letter to the HSBC billing department and there is no help from the HSBC credit card company.
Company Response:
State: TX
Zip: 76051
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have held my credit card for over 10 years with the same company. I went on vacation last week. I have used this same credit card while vacationing before at the same destination over the years. I came home to a call from the company telling me they are questioning some of the transactions on my card and to contact the company. I have now been on hold for a total over 6 hours to speak to someone in regards to this matter. The first day I tried calling the customer service number and wait times were over 30 min. I tried again the next day and I was able to get a customer service rep. after waiting 1 and half hours yesterday. He was unable to verify who I am due to the questions he asked me. I was not able to wait at home while on hold and did not have access to some of the answers ( my statements ) I explained to him that it was the company who called me and I was returning their call and he would not try any other way to verify who I was. I went to work today and the only way I am able to pay for parking is with my credit card it was declined. I have a long drive to work and I am unable to find parking elsewhere. I need to pay for my parking daily. I came home from work again today and waited on hold for over 3 and half hours to speak with someone. I finally got a rep. and he told me there was nothing he could do for me and was unable to access my account. So the time I spent on hold was totally wasted. There is a note on my file ( account ) that I am to go into the company with 2 pieces of ID to discuss this matter. I work Monday to Friday XXXX the same as the companies hours. I am not about to take a day off work just to speak to someone when I know there has been no strange activity on my credit card. XXXX 's ATM banking system was down when I was on vacation and I had to utilize my credit card for all my purchases until the ATM system came back online. The company should be aware of this. I only have XXXX credit card and I need to use it tomorrow when I go to work to pay for parking. I have no idea what to do about this issue. The company should be able to call me directly and speak with me in regards to the purchases that were made. I should not have to take off work just to go to the company to discuss this. XXXX should be able to deal with this issue directly. There should be customer service representative from either the company or XXXX who can deal with this matter with me over the phone or after hours. I am 99 % sure that it has to do with the ATM going down and the purchases I made- not some fraudulent charges on my card. The company is not handling this situation well at all. I am ready to cancel my card due to the outrageous customer service I am receiving over something that is so trivial. I would like to hear back from XXXX as well as my company in regards to this matter. There has to be a better way in our day and age to do business and to keep customers. I do not nor will I go online and deal with my transactions in regards to the credit card. I don't need someone hacking my account. I have always called and discussed matters over the phone with my company about my account and it has never been an issue. My main complaint is how my company is handling this issue total disregard for me at this point.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I depsoited over 8700 in an HSBC account over 7 months ago and they have refused to turn over the funds until i served them with a lawsuit. I have asked for my costs for my attorney and my funds be returned to me they are only offering my deposited funds which they only did after i filed suit. They have hired a huge law firm XXXX which cost more than the money in question. I am seeking tohave my lawyer costs and court costs plus the deloisted money returned back to me. this is an awful bank and i am sure i am not the only one they did this to. They did nto even provide me with statements or any explanation written or otherwise. i called them in excess of 100 times. Can you help me?
Company Response:
State: IL
Zip: 60607
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: We have a Premier checking account and a XXXX credit card account at HSBC US as we are frequent travellers. Using the card for online purchase ( e.g. flight tickets ), at the time of payment after being redirected to the XXXX interface, when the pop-up windows appears to elect the second authentication method ( SMS or voice call ) I am always presented three time the same phone numbers in the drop box instead of showing us our three different phone numbers. Although we have well entered our various phone numbers in the online bank account, in the personal detail page ( see attachment ), it only reflects one single option repeated three times. We keep always three different operational numbers to make sure we are not stuck in case of roaming issue with one telecommunication operator while abroad or in case of excessive delay for the SMS sending the 2FA code to reach us. We escalated this problem over the past but it has not been corrected since. It has to be noted that before Covid-19 this was working well two years ago.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: XXXX is having people call me from unblocked and blocked numbers. I told them I am XXXX and can not pay but they keep calling to settle something. I can barely feed myself how can I pay the debt.
Company Response:
State: FL
Zip: 33142
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Threatened to contact someone or share information improperly
Subissue: Contacted you after you asked them to stop
Consumer Complaint: This company calls me and my parents. They told my parents that they are an officer of the court and need to file a civil complaint against me. They claim it is regarding a credit card with HSBC that I have no knowledge of. I have called HSBC and they have no record of it either. it is not on my credit report and they call my by my last name that I have not used in over ten years for an address that I have not lived at in over XXXX years. They have threatened to embarrass me at my place of employment and have even cursed at me on the telephone and told me to " pay my XXXX bills ''
Company Response:
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: The below narrative can also be found on the attached file named " Complaint Letter.pdf ''. I want to file a complaint about HSBC XXXX on them not exercising due diligence and inappropriately reporting me to the credit bureau for late payment. I am a current HSBC credit card holder. However, I rarely use HSBC 's credit card. ( please see the attached HSBC credit card statement regarding my usage of HSBC 's credit card ). On XX/XX/XXXX, I was charged by a merchant ( XXXX XXXX XXXX ) without my consent for USD XXXX. Since I rarely use HSBC 's credit card and knowing that I haven't used it for months, I was not tracking my statement. Owing to this, I had a missed payment and I was notified by HSBC via a letter for non-payment. I called HSBC on XX/XX/XXXX and disputed the charge as I did not authorize it. I also told HSBC that to block this merchant from charging me again in the future. HSBC acknowledged ( acknowledged by HSBC XXXX XXXX, employee ID XXXX ) over the phone to me that they had disputed the charge. HSBC claimed that the charge for whatever reason was valid, but they had refunded me the late fee and interest charge. I was assured by a HSBC associate that I should not expect any unauthorized from that merchant. I have also explicitly asked HSBC to remove my late payment record that they had reported to the credit bureau due to the fact that it was an unauthorized charge and I should not be responsible for the payment. HSBC said over the phone to me that they had filed a correction request to the credit bureau, but to my knowledge they did not do anything as the late payment record can still be found on my credit report. To my disbelief, 8 Months after on XX/XX/XXXX I was again charged by the same merchant XXXX XXXX XXXX XXXX ) for USD XXXX, on my new, replaced HSBC credit card ( HSBC had since replaced my credit card twice ). Since I haven't used my replaced card ( and knowing I probably never will ), I was not monitoring the credit card statement. That again incured a late fee and interest charged. I called HSBC on XX/XX/XXXX to reason and dispute with HSBC, and HSBC agreed to I ) remove the late fee and interest charge, XXXX ) start an investigation and dispute the charges, and ; III ) try to remove the late payment record reported to the credit bureau as I have disputed the event, and also to the fact that I have asked HSBC to block that merchant from charging me again in XX/XX/XXXX. HSBC submitted a credit bureau dispute on XX/XX/XXXX, but then they replied to me via a letter that no late payment was reported to the credit bureau during that period, and thus there is nothing to correct. Since the result of dispute investigation was not made known to me by that time, I decided to wait and act until the investigation is done and communicated with me. Little did I know that during that period, HSBC reported me to the credit agency that I missed another payment. I was shocked to learn this only through my credit monitoring app ( " XXXX XXXX '' ). HSBC effectively just told me to wait for the investigation but also on the other hand reported me to the credit bureau on a late payment that I have just disputed and explicitly asked them not to. I called immediately HSBC on XX/XX/XXXX and spoke with HSBC XXXX XXXX ( Employee ID XXXX ) and asked how did this happen. I found that not only HSBC has not cleaned up my credit report from XX/XX/XXXX, but they were now adding another late payment record to my credit report in XXXX. I immediately asked XXXX to help to put a stop to my entire card. On XX/XX/XXXX, XXXX confirmed that HSBC has filed a dispute regarding both my XX/XX/XXXX and XX/XX/XXXX event to the credit bureau, and also my case was escalated and will be reviewed and contacted by someone from HSBC. During my talk with XXXX, I demand answers to the following questions : I ) I have disputed this merchant ( XXXX XXXX XXXXXXXX ) once already on XX/XX/XXXX and asked for a permanent block from this merchant at that time. Why is this merchant allowed to continue to charge me? II ) I have already disputed the XX/XX/XXXX charges with HSBC by calling HSBC on XX/XX/XXXX. But why did HSBC just go ahead and reported me having a late payment when I was awaiting HSBC 's investigation result? This is not ethical, especially since HSBC knows that I cared about my XXXX XXXX and had communicated this explicitly with HSBC. III ) I was assured by HSBC back in XXXX that I should have a new replacement card with a different card number and I shall not see any fraudulent charges. How did this happen again? I requested compensation for my loss. I was in a process of buying a house, and the sudden drop in XXXX XXXX caused me to lose the opportunity. I demanded compensation of either the amount of XXXX money or HSBC willing to be my loaner when another opportunity shows up. On XX/XX/XXXX, I received an email from XXXX XXXX, a Customer XXXX XXXX, citing my complaint number to be XXXX. I called that number given by XXXX at least 3 times and left messages, but I never got a response back from XXXX. I finally heard back from XXXX on XX/XX/XXXX ( Her response email is attached ). Her response was unacceptable to me, as she just noted that HSBC has found no wrongdoings and denied that I have requested to block transactions from merchant XXXX XXXX XXXX. This is in total contradiction to what the HSBC XXXX have told me during all the previous phone calls, and XXXX did not back up her statement with any more details. Upon confirmation with HSBC XXXX XXXX ( employee ID XXXX ), I confirmed that all HSBC phone calls are recorded. I thus requested HSBC to share those phone call recordings with me, especially concerning the phone call made on XX/XX/XXXX, as I clearly remember that I have asked HSBC to not let that merchant to charge me again on that day. XXXX has not responded to me since even though she had assured XXXX that she was going to communicate with me on XX/XX/XXXX. She never called me back nor respond to my request. I am deeply disappointed that HSBC has not exercised their due diligence to take heed to their customer 's requests, and even to some extent deceiving their customer in my view. In my case, I was told by multiple agents that a correction had been made to the credit bureau, but that never happened. I have asked HSBC to block the merchant from charging me again, yet that again never happen. What's most important is HSBC advised me that I can sit and wait until the investigation is complete on my disputed payment, but in reality, they reported me for late payment to the credit bureau while I was waiting for the investigation result. Attached below is supportive evidence " Account summary and transactions.pdf ''. This shows that I rarely use HSBC 's credit card, and thus I did not actively monitor the credit card 's statement knowing that I had not used it. " XX/XX/XXXX - 10 day letter.pdf ''. This shows that I had already had an issue with the merchant in the past for XXXX consecutive unauthorized {$5.00} USD charges and I had disputed XXXX of those ( i.e. {$5.00} USD ) to HSBC on XX/XX/XXXX. ( presumably, as I no longer have access to my old 's credit card bank statement to confirm ). " XXXX XXXX XXXX ''. This is the latest reply I got from HSBC. HSBC had not provided any objective evidence to support its claim for saying " I found no instances before XX/XX/XXXX in which you requested to block any transactions from " XXXX ''. ". My request for obtaining a record of the conversation I had with HSBC on XX/XX/XXXX has also been ignored by HSBC. XXXX XXXX XXXX is mentioned to be the Customer XXXX XXXX, and XXXX XXXX is mentioned to be the XXXX XXXX XXXX XXXX XXXX XXXX XXXX. *A copy of the conversation I had with HSBC XXXX XXXX XXXX Employee ID XXXX ) can also be provided if needed. I can not upload it as it exceeds CFBPs XXXX uploading limit. But please reach out to me for a copy if needed, as XXXX and I have discussed most of my claims above. XXXX XXXX XX/XX/XXXX
Company Response:
State: WA
Zip: 98021
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Hi, thank you for taking my concern for the billing dispute. *On XXXX, I noticed there is a {$37.00} charge on XX/XX/10 XXXX which I have no clue what that is and chated with XXXX to dispute this charge who told me they will handle the dispute. *On XXXX, I reached out to XXXX again to follow up the status of the dispute and XXXX asked me '' Am I in possession of my credit card? Does anyone have access to my card? Have I done business with the merchant in the past? '' At that time, I've fully answered the question and XXXX told me they will process the dispute. *Today, XX/XX/10, after more than 1 month, I still have not got any update for the status though I've paid the fraudulent charge just to avoid any interest could happen. I just have conversation with XXXX who still asked the same question '' Am I in possession of my credit card? Does anyone have access to my card? Have I done business with the merchant in the past? ". and still no update for the case. It seems a blackhole there. I kind of lose faith due to the horrible services HSBC provided and just hope the case can solved so I can close this account. Thank you again for your help. I really appreciate that.
Company Response:
State: CA
Zip: 91010
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A