Date Received: 2022-05-31
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My account with HSBC has been " recommended for closure '' and have yet to receive any notification as to why or the funds that are in the account. The initial closure process started on XX/XX/2022 and as of XX/XX/2022 I still have not received a response. Whenever I call HSBC I get the same response that my issue will be " escalated '', but then nothing happens. I just want my money back, this whole ordeal has been very stressful to the point of it causing undue hardship and has impacted my XXXX XXXX
Company Response:
State: IL
Zip: 60016
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XX/XX/2022 I transferred XXXX USD from my HSBC US checking account to my nieces account in my home country XXXX via a wire transfer. While i put all the account details correctly, i typed the wrong bank name which resulted in the transfer not making it through. After 2 weeks i called my bank and we corrected the transaction details but the transfer never made it through neither was it returned to my account. Its been almost 2 months now, i have called the bank several times, they promise they will follow up with the transaction team and call me back but they never do. I want the money to return back to my account but HSBC hold the money for no reason.
Company Response:
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2022-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/22 HSBC Bank transferred my mortgage servicing to XXXX mortgage servicer. I was under the covid forbearance plan, XXXX claims they received no paperwork related to the covid forbearance I am on. There has been no good faith effort, on HSBC 's part to send any and all records to XXXX. The records must include the phone call 's I made as in those calls, it was verbally promised I would be able to defer all the missed payments to the backend of the loan. XXXX says they have no paperwork and therefore I am under threat of foreclosure.
Company Response:
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I've had issues with this bank before, but given that they're a reputable bank with a branch near my office, I decided to give them a second chance. Opening an account was relatively painless after submitting my government-issued identification and other information. It was only after I had opened the account and deposited my first paycheck that I randomly started experiencing issues. First, it started with being unable to log into my account, which I'd been able to do since opening the account. Then, it was an issue of not wanting to download the app on my phone so requesting their personal security device. Then it was an issue of my PIN change not being recognized despite the correct steps I'd taken to have it changed to a number I can actually remember. The last straw was when I deposited my first paycheck. I'd been XXXX for a long time, and I finally found a job. When I went to deposit my first paycheck, it accepted my ATM deposit and then when I tried to log into my account to pay bills, I was locked out of my account. I'd gone to the bank branch and experienced horrible customer service despite being a Premier account holder. After no less than six times of visiting the bank branch and calling customer service to try to resolve the issue despite having no time due to starting a new job, I'm trying to force them into returning my money and closing my account at my request. Both requests have subsequently been met with numerous run-arounds claiming identity fraud alert holds on my account despite my very real and legitimate government issued identification submitted at account opening. I've not only had to miss time from work in order to try to resolve this by going to the branch and by calling customer service, but I now have to miss more time off from work in order to open a new bank account elsewhere. Sometimes institutions that abuse their power don't deserve a second chance, and this is one of them. I wonder how calmly they'd be willing to hold on the phone for 30+ minutes at a time if their own money was jeopardized by their own ridiculous policies.
Company Response:
State: NY
Zip: 10021
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: HSBC ( HSBC BANK USA NA ) closed my online savings account without notifying me of them closing it, in the amount of {$52000.00}. I logged into my account in XX/XX/2021, and by XX/XX/2021 they closed my account without email or call notification. They sent a notification to an old address I had on file, along with sending a 'live ' check to the wrong/old address on file. I have been trying to track down my life savings money since XX/XX/XXXX - and HSBC has not yet remedied the situation. They still have my {$52000.00} of cash sitting in their bank and will not release it to me unless I fill out an abandoned account form - that they promised they would send to me on XX/XX/XXXX. It is now XX/XX/XXXX and I still have not received the form. My most recent discussion with them today, XX/XX/XXXX, stated that they turned my funds over to the Illinois State Unclaimed Property. The HSBC records showed this finding on their files on XX/XX/XXXX and despite having conversations with me on XX/XX/XXXX and again XX/XX/XXXX, they did NOT communicate this news to me. I am now left to go search Illinois unclaimed property and have {$52000.00} missing of my life savings. HSBC did NOT handle this in an informative way, they bounced me around to many different people, wasted my time because i could have gone to IL state already in XXXX had they notified me of the correct information. And again, they put my account in abandonment when I logged in XXXX but they closed my account in XXXX WITHOUT any notification via email or phone call. This has caused major stress and impacted my ability to use my life savings. And I still don't have my money because I am now trying to track it down from the State of Illinois.
Company Response:
State: IL
Zip: 60453
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: The agency hired by HSBC continues to harass me about a debt that was discharged in bankruptcy in XXXX XXXX XXXX The recovery agency is XXXXXXXX XXXX. They are KNOWINGLY attempting to collect a debt after discharge and that's against the law. I have referred them to my attorney and we are collecting the information about every contact. He said we should have several contact noted over several months before we sue. Can't wait until we meet that threshold! XXXX
Company Response:
State: MO
Zip: 64093
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XXXX individuals jointly hold XXXX XXXX ( Checking & Savings ), and XXXX accounts at HSBC Bank USA, located at : XXXX XXXX XXXXXXXX XXXX XXXXXXXX, XXXX FL, XXXX. The accounts holders all reside outside of the US. The writer and complainant, was appointed by each of the XXXX accounts holders to be the Power of Attorney ( POA ) for all accounts in XX/XX/XXXX. ( Documents attached herein ) On XX/XX/XXXX, XXXX the aforementioned accounts holders, passed away. On XX/XX/XXXX, a copy of the deceaseds Death Certificate was submitted via email to HSBC by way of its representative, who acknowledged receipt of such. Consequent email communications from the above agent as well as others ( copy of emails attached herein ) indicated to the writer that in light of XXXX of the accounts holders death, all associated accounts were required to be closed, and new ones could be opened in the names of the surviving accounts holders if they wished to do so. Based on knowledge about the surviving accounts holders wishes to maintain the existing accounts rather than closing them, the writer communicated such intent to the HSBC representatives. HSBC representatives responded indicating that closing the accounts was mandatory. The writer inquired about the reasons for the mandatory nature of closing the accounts, and further requested that HSBC supply specific language of any current Federal or State Law, which mandates such, and/or a copy of HSBC Policies pointing to internal Bank regulations to that effect. Between the times that HSBC Bank USA were supplied with the death Certificate, and our latest inquiry ( paragraph immediately above ), almost two months had elapsed, with multiple emails and a couple of phone communications. On XX/XX/XXXX, XXXX representatives reached out via email, requesting a phone call between either the writer or XXXX of the accounts holders, and an HSBC supervisor XXXX The writer scheduled a phone call for later that afternoon. During the phone call on XX/XX/XXXX HSBC supervisor indicated that upon consultation with their Legal Department, they had learned that the surviving accounts holders were not mandated to close the accounts, rather, the Bank merely recommended they did so. XXXX also indicated that procedurally ( but not legally ) HSBC could not remove the name of the deceased from the accounts, and no other individual could become an account holder instead, because HSBC establishes a maximum of XXXX account holders in total. The writer requested that this supervisor provided the writer with that information in writing, and he stated that -although he could not do so on Bank XXXX XXXX he would write this finding via email. An email to such effect followed ( copy attached ). On XX/XX/XXXX, -after consultation with the accounts holders, the writer followed up via email with all the HSBC representatives involved thus far, requesting blank copies of HSBC USA Pay on Death ( POA ) and Transfer on Death ( TOA ) official Forms. The same HSBC supervisor sent an email requesting a phone call to discuss this matter, which the writer declined due to her busy work schedule and other imminent time constraints. The writer suggested that the representatives present any questions or concerns regarding her request via email instead, to which Supervisor responded by inquiring the intent of the request for the POA and TOA Forms. HSBC representatives were informed via email that the surviving account holders had decided to retain the existing accounts, and that they further determined they would name Beneficiaries to the accounts, thus the need for the pertinent forms. HSBC representatives responded that this would not be possible given that all three account holders would have to sign on the Beneficiary forms, and given that XXXX of them is deceased, all required signatures could not be fully attained. The writer responded that because the accounts had been opened and maintained as Joint accounts, the surviving account holders have full survivorship rights to management and disposition of the accounts. The writer further requested that in the interest of time and accuracy- HSBC representatives consult with their Legal department on this matter, and report back to the account holders and this writer accordingly. On XX/XX/XXXX, XXXX account representative of HSBC called XXXX of the account holders to clarify and confirm the above account holders request. Consequently, XXXX XXXX representative sent an email to the aforementioned account holder, to request a copy of the deceaseds Death Certificate which had previously been provided to XXXX deposit acct representative by this writer on XX/XX/XXXX. Nonetheless, the account holder submitted an additional copy of such Death Certificate to the requester, and its receipt was acknowledged. That was the last communication from HSBC Bank USA. The writer and the surviving account holders contend that for reasons unknown- HSBC Bank USA is stalling any action or disposition that the account holders wish to exercise in regards to the accounts, thus unjustifiably impeding and delaying financial decisions with which the surviving account holders wish to proceed. The writer and the surviving account holders contend that any internal Bank procedural rules and/or regulations do not supersede any Federal, State, or local laws. The writer and the surviving account holders also contend that by preventing the surviving account holders from naming PODs and/or TODs per their own determination, HSBC Bank USA is violating Florida General Statute 655.79 which follows below : Florida General Statutes -Financial Institutions " 655.79Deposits and accounts in two or more names ; presumption as to vesting on death. ( 1 ) Unless otherwise expressly provided in a contract, agreement, or signature card executed in connection with the opening or maintenance of an account, including a certificate of deposit, a deposit account in the names of two or more persons shall be presumed to have been intended by such persons to provide that, upon the death of any one of them, all rights, title, interest, and claim in, to, and in respect of such deposit account, less all proper setoffs and charges in favor of the institution, vest in the surviving person or persons. ''
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a HSBC USA bank account on XX/XX/XXXX, then when I tried to make a transfer after few day, HSBC called me to verify all the information. After that, HSBC tell me they decided to close my checking account, that is really bad, I am the HSBC customer for over than 6yrs in other city, my family banking with HSBC over than 30 yrs. After they decided to close my account, they said someone will contact me shortly, but i never receive any notice from HSBC. After 20 day they decided to close my account, they still not close my account, but not allow me to access my account and fund. I contacted HSBC so many time, they said we don't have the exactly time when your account will be close, and your remaining balance will be return to you after your account has been closed? What is that? They don't know when will be close????? The money will not release to you until your account has been closed???? So the bank can freeze their customer money whatever how long they want? How stupid is that????? HSBC XXXX really means XXXX? PLEASE HAVE A VERY CAREFUL CONSIDERATION BEFORE YOU DECIDED TO BANKING WITH HSBC, SO MANY INTERNATIONAL BANK IS BETTER THEN THAT!
Company Response:
State: IL
Zip: 60563
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: in re : HSBC- XXXX XXXX XXXX banking corportation U.S. dispute claims mishandling by hsbc and failure to credit transaction for returned items to merchant. hsbc failed to properly credit dispute claims and merchant made false claims and after i returned defective car and missing car documents. hsbc gave all kinds of run around and never contacted me for followups. after 6 months of investigation my claim was finally escalated to a manger of hsbc in new york named XXXX XXXX, XXXX, Customer Relations. hsbc stole my money and never properly disputed my claim for lost money. product-car was returned because seller refused to provide authentic car document and invoice. and XXXX participated in the fraudulant activites. hsbc never had anyone that spoke in american language. i could barely understand the foreign employees handling my claim. this happened on multiple occasions. and 2nd concern was that after making bill payments for 6 months ... the first 3 months bill payment were returned but hsbc bill pay stole the 3 bill payments. i have asked numerous times for my refund of the bill from XX/XX/2022 to XX/XX/2022 and the XXXX hsbc XXXX did nothing and failed to do anything. its seems like everyone at this hsbc XXXX bank is very incompetent and deceptive and liars and don t know what to do. they need to be investigated by US federal banking agencies for their dirty banking practices!!!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: We have a XXXX checking and a XXXX credit card account at XXXX XXXX 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 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 XXXX bearing the 2FA code to reach us. We escalated the problem twice over the past 12 months but it has not been corrected since. It has to be noted that before this was working well two years ago. Attached are a screen copy of the issue showing the duplicated same number in the drop list.
Company Response:
State: NY
Zip: 11552
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A