Date Received: 2022-03-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have tried for 3 days this past month to pay my credit card via -- online account -- Smartphone app -- telephone -- HSBC chat help via phone app and online account I am attaching the only error screen that is available to me, when I try to make the payment online. The problem is not with any of my devices, the credit card iself, or the payment bank account, as all these have been successfully used elsewhere during this time. I am currently on the phone for over 2 hrs 15 minutes, waiting for help. My due date is approaching, and this is my last chance- I do not have hours to spend on this. There is a problem with the HSBC system, where the methods I have used for the past year or so are no longer working. The only help I have received is form a chat representative who told me that the " system was being updated '', and from a phone representative, after an hour or so, saying that the " manager hours and over ''. As soon as I can pay off this minor amount, I plan to cancel the credit card.But I would like some record of my good faith payment tries, if I am unable to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2022-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: XXXX XXXX XXXX has called me and my workplace multiple times throughout day and refuse to stop. Debt was paid in 2008 and has evidently been sold repeatedly and more fees tacked on. They are also threatening whoever answers phone at workplace to deliver messages. When I called XXXX XXXX XXXX they denied calls and said it was delivery service and not them yet that is how I got their number and reference number.
Company Response:
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: HSBC XXXX XXXX # XXXX HSBC CXXXX XXXX XXXX # XXXX On XX/XX/2022, I noticed something strange happening to my credit cards. A new credit card ( XXXX XXXX XXXX ) was added to my profile, and whatever charge or payment was posted onto my old credit card ( XXXX XXXX XXXX ) was being posted and adjusted onto the new XXXX XXXX XXXX. I thought, this is just a system error, and probably, would get resolved in an update, etc. Few days passed, and I contacted HSBC customer service, and after the agent reviewed everything on the account, I was notified that ostensibly on XX/XX/XXXX, a letter was sent out to me, saying that if I no longer satisfy the XXXX relationship requirements, I will be downgraded. I never received that letter, and more importantly, I satisfied the HSBC XXXX requirements through both my HSBC deposit accounts in the US and my linked HSBC XXXX deposit accounts inside XXXX, and then downgrade has occurred by mistake. I contacted customer service one more time, on XX/XX/XXXX, and requested my XXXX XXXX XXXX to be upgraded back to XXXX XXXXXXXX, as obviously I satisfy the XXXX requirements, and the system has downgraded me by mistake. I was told by the agent, after a lot of communications with the back office, that I need to " re-apply '' for the XXXX Credit Card and they can not automatically product change again. So, essentially, HSBC without proper notice and communication, and by mistake downgraded me to the HSBC XXXX XXXX XXXX, and it was OK for them to product change me on their own, but now that I am pointing out their mistake, and want my old XXXX Credit Card ( which I paid a {$XXXX} Annual Fee for in XXXX, and did not even get to use it for the full year ), I have to go through a new application, and can not be automatically product changed... This is double standards, and absolutely unacceptable. I, hereby, request HSBC bank to product change my HSBC XXXX XXXX XXXX to the HSBC XXXX XXXX XXXX, and give me my old credit card back, which I paid an annual fee for, and was downgraded by mistake, and without proper notice, and communication. Thank you. XXXX XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I retained Atty. XXXX XXXX to represent me with the closing of my house located at XXXX XXXX XXXX, XXXX, XXXX XXXX in XXXX. I am the seller. This property was originally purchased by my parents in XXXX of XXXX and transferred to me in XXXX. Apparently, the buyers attorney found a gap in the bridge during the title search going back to when purchased in XXXX. The property when initially purchased was a foreclosure and the company was Household Finance XXXX XXXX Household XXXXXXXX XXXX had a second mortgage on this property. I have found that these 2 entities were subsidiaries of each other and at that time were found to be conducting fraudulent activities and ponzi schemes across the US. The " Household '' was acquisitioned by HSBC in XXXX. For 3 months now, I have tried repeatedly to get this corrected either by quiet title or corrective deed. I am pleading for your assistance in this matter. I am also asking for an investigation, as I feel something seriously wrong has occurred. I would like to see this matter corrected so I can complete the sale of my home. I purchased a new home in XXXX 4 months ago and need to close on my house in XXXX. It has caused both myself and the buyer additional expense and I need resolution. Also note, I have requested to speak with Attorney XXXX and have yet to receive a phone call, my questions go unanswered and he has not responded to the buyers attorney.
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: All my monthly payments of my HSBC credit card balance have not been showing anymore since my credit report dated XX/XX/XXXX ( complete HSBC payments - attached ). They have desappeared from the today report dated XX/XX/XXXX ( missing HSBC payments - attached ). This transmission and/or publication issue has happened various times along the year XXXX as reported in the XXXX and XXXX complaints XXXX. This used to be fixed but for only a temporary period and the issue has come again after one or to two months time. My HSBC XXXX payments and my good standing with zero past due since XXXX disappears which is very prejudicial and is resulting in repetitive adverse letters when asking for other credit card. XXXX says I should have more cards to raise my XXXX score but they just impedes that same process. Attached are the XXXX report showing the right data and on the opposite the XXXX report with a blank section for my HSBC XXXX. Attached are also the HSBC card statements of XXXX and XXXX which should be reflected in the XXXX report.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: My name is XXXX XXXX former XXXX ( XXXX ). I would like to file a complaint against HSBC for damaging my credit report. Account number XXXX belongs to my ex-husband XXXX XXXX XXXX to whom I've been divorced from since XX/XX/2019. Apparently, I might have been an authorized user of his card, but this has never been my account. I am not the owner I have made several attempts to HSBC to resolve this issue and I was told that they can not communicate with me because I'm not the owner of the account.
Company Response:
State: FL
Zip: 33415
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX, I made a domestic wire transfer through HSBC for USDXXXX and the funds have not yet reached their destination, were supposed to arrive on XX/XX/XXXX. I call to HSBC US on XX/XX/XXXX ( investigation # XXXX ) and after 2 weeks they informed me that the destination bank was requesting clarification about a reference on the transaction, but due to an internal restructuring of the bank, no accounting officer sent the necessary information. Also, I have a claim # XXXX It is assumed that they have already sent the information but the destination bank ( XXXX XXXX ) has not yet received the funds. Considering that the payee is my father, attached is his account Statement ( XXXX XXXX ) demonstrating that the amount was not received and also the transaction receipt ( HSBC XXXX XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Hi, my name is XXXX XXXX XXXX I am having a problem with HSBC bank posting a debt on my credit report that doesn't belong to me. I had my identity compromised on the dark web back in XXXX where there was a breach and due to this breach this account was opened up under my name in which I didn't find out about it until it was too late. I will provide the documentation below and the FTC complaint # is XXXX.
Company Response:
State: NY
Zip: 11757
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2021 I was told by a phone agent that if I upgraded my account to HSBC premier Checking I would receive a bonus of {$400.00} as long as I made {$5000.00} worth of direct deposits every month for 6 months. I did so. I called to confirm this with an agent at least once since that time and asked them to confirm the terms of the offer which they said were notated to the account. After meeting the requirements I was told on XXXX that no such offer was ever made. And that no bonus would applied. I requested the bonus from HSBC but none ever came now the company had changed names and I fear I will never get the promised bonus!
Company Response:
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I applied to HSBC for a mortgage to refinance an expiring Home Equity Line of credit ( which was with another institution ). We were assured, from the get go, that our chances of getting this mortgage were excellent : our credit ratings are great, the ratio of amount requested to home value is 1:4, we have ample other assets ( worth over 7 times the value of the requested loan ), we have other sources of income. The loan was, after a long and painful process, denied. I am under no illusion that it's at a bank 's discretion whether or not to approve a mortgage. I am disappointed, of course, but more than that I am furious because of the WAY that this all went down. I will provide the basic outline of what happened : When we applied, a Mortgage Consultant ( I'll call him " XXXX '' ) was assigned to our case by HSBC. After hearing what we were looking for, he recommended a thirty-year mortgage with a fixed rate for the first 15 years, and floating after that ( we only intend to remain in our house for 5-10 years, so that's essentially moot ). He was polite, personable, and seemed knowledgeable. A few days after we started our application, with all the requisite ( and fully anticipated ) requests for documentation etc, XXXX called suggesting that we switch to a CEMA loan, something I had never heard of. The reason being that it would save us on closing costs. Of course we thought that was a better way to go, and resubmitted the modified application. As part of this process, we needed to get a home appraisal ( again, fully anticipated ), which we did. We also received a letter from a local lawyer informing us that we needed to pay them {$950.00} for some sort of title search. Sigh. Okay, so we did that. Around this time we also started receiving communications from a Senior Loan Processor ( let 's call him " XXXX '' ) at HSBC, again requesting yet more information. Some of which contradicted what XXXX had said, but so be it. And then nothing. No communications. Worse than that, both of them seemed to be ignoring my emails and phone calls. I received a communication from yet another Mortgage Consultant ( let 's call this one " XXXX '' ), who I contacted. He expressed surprise at having been assigned to this application mid-stream, and when I told him what I had been through thus far, he said, and I quote : " I can't believe that you're able to remain this calm. If this were me, I would have thrown the phone at the wall! '' ( at the beginning of every call with HSBC they tell you that the call is being recorded : I hope they are ). XXXX gave me the contact information for XXXX 's boss. We'll call her " XXXX ''. I wrote to XXXX, and also left her a voicemail, asking her to please get in touch with me so we could discuss my application. I had no response from her. In the meanwhile, the lawyer that I'd paid {$950.00} to contacted me to tell me that the title search that was being conducted was actually moot for a CEMA loan because my original loan was with an institution ( XXXX XXXX ) that didn't participate in XXXX. She offered to return the {$950.00} ( which she did in total ), but this left back a few steps. Again I tried to contact XXXX had initiated XXXX but had not, apparently, done his homework and XXXX, and XXXX. XXXX eventually called me to tell me that my loan was now " pending declination ''. After another 17 days not hearing from XXXX or XXXX, I left XXXX an exasperated ( but still calm! ) voicemail mentioning that I had escalated to XXXX ( his boss ). I also wrote to her, again. The following morning XXXX called, less friendly but still very professional ( to his credit ) to apologize and assure me that everything was back on track, and that he expected to hear back from " underwriting '' within an hour, and that we'd close on the loan " in eleven days ''. It's been a week, and no call from XXXX. I called XXXX ( the second Mortgage Consultant ) again. He gave me the name and email address of XXXX 's boss, " XXXX ''. In the meanwhile, I received yet another communication, from yet another Mortgage Consultant " XXXX '' which consisted of just one word : " Cancelled ''. What? Having basically had it at this point, I wrote to XXXX ( this was yesterday ) and laid out the entire sorry tale to him, using the real names of the people I'd had dealings with, and also letting him know, gently, that I was reluctant to throw people under the bus, but that I felt I had no other recourse. And also, that if I didn't receive some sort of apology or explanation or review, I would come to the CFPB. I have had no response. Finally : right after I sent XXXX the email, I received a letter from HSBC in the mail informing me that the loan has not been approved. The reasons cited make no sense, but given how screwed-up the overall process was I have no doubt that the underwriting department was acting on flawed and incomplete information. Suffice it to say that I'm disgusted by HSBC 's utterly incompetent and rude handling of me. By the time yesterday 's rejection arrived, I had already secured a loan through a different institution ( and with better terms, to boot ). Even had the loan come through, I had ZERO intention of taking it after what I've been through.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A