Date Received: 2022-06-10
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: I have an account that is still showing late payment for XX/XX/2021. This is the ONLY late on my entire credit report and it is because of HSBC 's fault, NOT mine. This account was on auto pay where HSBC takes the money out of my account automatically every month to clear the bill. The monthly payments are fixed and HSBC knows exactly how much to take out because they do it every month with no issues HSBC did not take the money in XX/XX/2021 and this prompted me to see what the problem was. HSBC explained they did not take the payment this month and they were performing updates. The updates knocked the payment system offline and the autopay feature did not trigger. HSBC then refunded me the late fee they assessed and told me I have nothing to worry about. Now On my credit, I see this late payment hurting my credit profile. I spoke to an agent from HSBC and they told me it will be reversed. Today, months later, the fee is not reversed and I am still fighting this problem. I just want this error addressed and reversed on my credit. I have 100 % payment on all my accounts except for this one because HSBC made a promise to me and has failed to keep their promises. I have the credit report attached. Notice they have sold the account to XXXXXXXX XXXX and it says " In Dispute '' This means they have received my dispute and deliberately refusing to fix this problem. I need the CFPB to look into this and have this late payment taken off as promised AND my credit restored to perfect.
Company Response:
State: NY
Zip: 10463
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My HSBC checking account has been suspended and I have been unable to access my money for 6 weeks. Every support agent says account is under review and there's nothing they can do. The last one said I would be getting a letter in the mail in 3 business days and that was 10 days ago.
Company Response:
State: MN
Zip: 563XX
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Can't contact lender or servicer
Subissue:
Consumer Complaint: In XXXX I purchased a XXXX XXXX XXXX, VIN # XXXX and borrowed money from HSBC Bank XXXX XXXXXXXX. XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, IL XXXX. I paid the loan in full in XXXX and neither the State of Maine Department of Motor Vehicles nor I have received a Release of Lien. I was able to talk with a representative of the Bank one time and was told they show no record that I owe that institution any money. I asked that a contact, either an email or a letter, be sent to the Department of Motor Vehicles. I was told that it was impossible because they have no record of the original loan since it has been so long ago. I have tried to contact HSBC Bank several times since then and have had no success. The motorcycle has been in storage for several years since I am unable to clear the title. I have a potential buyer for the bike and the new owner wants a clear title so he can register it and be able to ride it. Please inform me what I can do to clear up this issue. Thank you for your help. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Maine XXXX
Company Response:
State: ME
Zip: 045XX
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Case Number # XXXX Me and wife open a joint account with HSBC bank on XX/XX/XXXX On XX/XX/XXXX i deposited XXXX checks thru my mobile app but prior to that i also deposited a previous check to which i not sure of the date. On XX/XX/XXXX i received a call from HSBC Fraud department asking question about the checks and why the address on the checks was different then the address on file. After explaining to them i just moved and started a new job which explains the change in address i was told it would take up to five days to verify the checks. Much after the fives days has passed on the XXXX of XX/XX/XXXX my wife who is on the account went into the branch to inquire about account and make another deposited was told that the account was close and a check was sent in the mail with the balance that was in the account. The bank manager did not provide any information as to why the account was close. I thought that was strange so i called the HSBC Fraud department that same day and was told that the checks could not be verified by the company and they were bad checks ( fraud ). I contacted my employers and the told me that the checks were cashed and deposited by the bank. I called HSBC again on XX/XX/XXXX and was told that something different from the previous calls. I was told that the checks was deposited and because my account was being close and was in pending it would take up to 90 days to received a letter explaining why my account was being close and the remaining balance from the joint account. I was connected to manager during that same call and told we needed that money fro rent and 90 days with no explanation about the account was unacceptable. The manager Name was XXXX and she said to her a couple of days to reach out the back office and provided us with our case number XXXX. Two days later XXXX XXXX informed me that she did not receive any information from the back office and i would just have to wait. Can you please help me get a explanation and our money back we have bills and still recovering from Covid 19 financially. thank you
Company Response:
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Several attempts have been made by the account holder to close the HSBC account. A letter, signed and dated ( XX/XX/XXXX ) with two ( 2 ) forms of identification was submitted to the Legal Paper Processing department of HSBC per their instructions. The letter requested a address change and the account be closed with proceeds sent to the new address. When no response was received a second letter, signed by the account holder and dated ( XX/XX/XXXX ) was sent again requesting an address change and closure of the account. [ both letters attached ] When there was still no response and following additional conversations with HSBC representatives, a complaint was filed with the New York Department of Financial Services acknowledged on their letterhead dated XX/XX/XXXX. [ attached ] A response dated XX/XX/XXXX was received from HSBC acknowledging receipt of the XX/XX/XXXX letter for change of address, but not for account closure. Interestingly, both requests were made on a single page of paper, signed and dated by the account holder. The HSBC response also required a POA ( irrelevant since it was the account holder, not the POA, making the requests ). [ POA attached ] The response also suggested follow-up be made with their customer service department. This was done resulting in HSBC accusing fraudulent involvement of family members and maintaining failure to follow their customer 's written instructions. [ correspondence attached ] This treatment by HSBC against an elderly customer of over 20 years is unacceptable. Unfortunately, punitive damages are not possible in a case of this nature.
Company Response:
State: FL
Zip: 34212
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I was a " premier '' customer with HSBC which they advertise as there highest level of service and that they advertise " Choose how, when and where you want to do business with your dedicated XXXX XXXX XXXX ". They recently decided to cancel my credit cards and accounts - I would assume as part of their withdrawal from the XXXX as i qualify by the standards still shown on their website for accounts. My complaint in not that they canceled my cards and account - as I know they can at any time and I am completely unworried by that as I had existing relationships with other banks. My complaint is that my first notice of their action was my credit cards bouncing, then being canceled by XXXX XXXX as begin invalid. This caused significant embarrassment with regular merchants and for my wife and I having transactions declined. It would seem HSBC wrote a letter on XX/XX/XXXX- the same day they cancelled the cards ( received some 6 days later ). When I called the premier help line once I was sure there was an issue two days later I was just told it was a " security issue '' and I would have to wait for the letter. My complaint is that HSBC, contrary to the service implications of their " premier '' advertising, did not have the good grace for a personal banker / anyone ( as promised ) to reach out and advise that they had taken this action. I am not complaining about the action itself, rather the way in which is was carried out. They behaved like we are all thieves and they chose to cancel before telling us. That is very insulting and contrary to the principles of treating customers fairly.I made a formal complaint to HSBC on XX/XX/25 and followed it up on XXXX. Their policy says they will reply to complaints in 5 working days hence making this complaint. I would also add that they were elusive and it took 42 minutes to finally get to make a formal complaint on this matter. My view being that there is was " effort '' to make the hurdle of complaining too high. I would add that the premier chat operator was not aware of the letter his own firm had written so couldn't really help anyway. I have written to the OCC and the NYDFS on their complaint failure and this sharp practice.
Company Response:
State: NJ
Zip: 07960
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: In XXXX XXXX my bank account was closed by HSBC without properly informing me and telling me why or what reasons they had to closing my account. Ive never had a returned check deposits or a negative balance. Ive called several times asking the bank for the reason of this action since I had just opened my account with them the previous month, and with no notification closed my account with my funds held by this bank. It is now XX/XX/2022 Ive called them and filed a XXXX financial hardship and there department still doesnt have a proper response. I am asking for help since I am running out of patience and dont wan na loose my composure do to my bills arent getting paid and is accruing late payments that are stacking up as I write this message.
Company Response:
State: CA
Zip: 92114
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Credit Card with HSBC was used fraudulently and HSBC alerts were not sent to me when fraudulent activity was occurring. I was made aware of the fraudulent activity only when I was sent a bill showing a past amount due. I immediately called HSBC to report fraud and to have the fraudulent charges removed ; however, there were finance charges and late fees derived from the fraudulent charges that needed to be removed as well. I was told that it would take a minimum of 60 days to investigate the fraud charges, but that my account would STILL BE REPORTED LATE to the credit bureaus. I was told that only AFTER the investigation I could get the finance charges and late fees removed from the account and THEN they would update the credit bureaus to update the balance. However, the bank should not report this account late or show delinquency on my credit report due to fraud. Furthermore the delinquency reporting needs to be removed from the credit report and not just the balance updated to show as paid. I have a flawless payment record that will be tarnished by the practices of HSBC.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
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: On XX/XX/XXXX, I emailed the credit card dispute department and advised them that I didn't receive what I purchased on XX/XX/XXXX, and that I'd like to dispute the charge, after contacting the seller and advising them that I would like to return the item and receive a refund. I attached pictures of what was ordered and what was received. The credit card company responded by sending me a correspondence dated XX/XX/XXXX, requesting that I provide them with a letter from a professional beautician attesting to my claim that I didn't receive what I paid for. On XX/XX/XXXX, I submitted a letter from the beautician who attempted to install the wig, along with pictures of what I ordered and what I received. I received a letter dated XX/XX/XXXX, advising me that I received a provisional credit. Then, I received a letter dated XX/XX/XXXX, stating that the company responded with proof that they shipped the item and that I would need to respond by XX/XX/XXXX, with additional documentation, and to request to reinstate my dispute. I called HSBC bank on XX/XX/XXXX and spoke with XXXX who informed me to email the credit card dispute department and reference Case ID : XXXX. I emailed the same documents, including a statement from a licensed cosmetologist to the dispute department. After resending the information to the credit card dispute department, on XX/XX/XXXX, HSBC charged the {$140.00} back to my account. The dispute department has never tried to contact me by phone or email. And there's no way to contact them other than to contact Customer Service, whose absolutely no help. They can only read the letters the dispute department mailed me, that I already have in my possession. It's beyond frustrating. I contacted HSBC on XXXX and spoke with XXXX, on XX/XX/XXXX I spoke with XXXX, on XX/XX/XXXX, I spoke with XXXX, on XX/XX/XXXX, I spoke to XXXX, on XXXX, I spoke with XXXX, on XX/XX/XXXX, I spoke with XXXX, on XX/XX/XXXX, I spoke with XXXX, on XX/XX/XXXX, I spoke with XXXX and ( allegedly her escalation mgr. ) XXXX. He was XXXX and kept speaking over me, I begged him for the correct Case ID number for over 10 minutes. He kept insisting that he didn't understand my question ( what my Case ID for {$140.00} ) is. My XXXXXXXX asked why he wouldn't provide me with it. He put me on hold several times with only silence, no music, while he attempted to locate the Case ID, allegedly. I called back on XX/XX/XXXX and spoke with XXXX, and her manager-XXXX just to confirm what the correct Case ID should be. On XX/XX/XXXX, I emailed the same documents to them and explained ( again ) that the dispute was regarding what I paid for and what I received, and that my dispute was never that I didn't receive the merchandise. They didn't read/pay attention to my dispute or they would know that the dispute wasn't regarding that I didn't receive the merchandise. This is deplorable that there's no means of contacting the dispute department other than emailing them and waiting for them to correspond via mail, which takes weeks. What's even worse is that their Customer Service is incompetent and can't even reach the dispute department.
Company Response:
State: OK
Zip: 73130
Submitted Via: Web
Date Sent: 2022-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have an HSBC bank credit card ending in XXXX. I got behind in payments in XXXX and worked out an agreement with HSBC to repay my debt in monthly installments and all my payments since then have been on time. I made my last payment of {$100.00} in XX/XX/XXXX and customer service told me that my credit card balance and interest owed was now XXXX and that I owed nothing. Subsequently, I got an email onXX/XX/XXXXfrom HSBC stating that I had missed a payment and HSBC demanded that I make my payment regarding an account number XXXX even though I do not recognize that account number. When I called HSBC customer service they stated that they had recently changed my account number, although they never notified me in writing or otherwise of this fact. I also began to receive phone calls to my number ( XXXX ) XXXX even though I had previously asked HSBC in writing via certified mail that HSBC not call me or harass me. They keep calling and CFPB must make them stop. When I call the number that HSBC gave me in its XX/XX/XXXX email claiming that I owe HSBC money to try to pay any remaining balance that I owe, it states that my credit card balance is XXXX and that I owe nothing. Still the calls and letters come asking for payment! I have on ly one credit card with HSBC and that card is no longer valid and was closed in XXXX after I made a credit repayment plan agreement with them. I have honored the agreement, but they have not. When I ask to speak to an HSBC supervisor at Customer service they tell me none is available. When I call Customer Relations at ( XXXX ) XXXX, they will not put me thru to anyone. I give up! XXXX XXXX
Company Response:
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A