Date Received: 2022-03-07
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I am a cardholder of a mastercard credit card issued by HSBC US. I issue this complaint about HSBC US 's eggregous handling of my request to initiate a payment dispute. On XX/XX/2022, I contact HSBC US customer service to request initiation of a dispute against merchant XXXX requesting refund of an airline ticket purchase, due to repeated failure of the merchant to rebook my flight following their cancellation of the flight. Two weeks later on XX/XX/XXXX or XXXX, I called HSBC US to inquire about status of the dispute. The customer service agent ( XXXX ) instructed me to send an email to XXXX with the case ID ( case ID XXXX ), the relevant details of the dispute and supporting documents. I sent such email in accordance with her instructions on XX/XX/XXXX. I have attached that email here. Approximately 1 week later, HSBC US customer service agent XXXX called me to ask if I had submitted the email as instructed. I expressed surprise that she did not know the answer to this question, but answered that indeed I had sent the email. I provided XXXX with the email details, and XXXX said that she would follow up with the billing department. I asked how long to get the refund processed- she said 45 days. On XX/XX/XXXX, I received a letter in the mail from HSBC US billing department stating that " our earlier attempts to reach you have been unsuccessful '' and requesting me to submit the dispute form. I attached such letter here. On XX/XX/XXXX, I again contact HSBC US customer service and inquired why I received the letter given that I already submitted the dispute form via email on XX/XX/XXXX. I said that I was sending a copy of the email and attachments to HSBC US via snail mail ( but mentioned that they should not require correspondence via snail mail in the year 2022, especially when their own customer service rep told me to send an email ). The rep said that he would check with the billing dispute department. On XX/XX/XXXX, a rep from HSBC US billing dispute department finally called me. She said that she didn't anything about the email that I had sent and that she would check with their " email department ''. She requested the dispute information and said she would now initiate the dispute with Mastercard, and processing of the refund request would take 45 days. I issue this complaint to CFPB because M astercard should have initiated the dispute when I initially called them for this purpose on XX/XX/XXXX or at the latest when I sent them the requested information on XX/XX/XXXX. Over a month has elapsed since I initially requested to initiative a dispute on XX/XX/XXXX. When I complained about this to the HSBC US billing disputes rep, she put the blame on Mastercard and said there is " nothing I can do '' about the 45 day timing. I explained to her that as a cardholder I have no access to Mastercard and must rely on HSBC US as my issuer to help me to initiate the dispute in a timely manner. Due to the gross negligence of HSBC US, the dispute initiation was delayed for an extremely long time. The delay is having a terrible on my family which I will not get into here. HSBC US should take responsibility and improve their customer service capabilities.
Company Response:
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-06
Issue: False statements or representation
Subissue: Told you not to respond to a lawsuit they filed against you
Consumer Complaint: On XX/XX/XXXX, I got a call from a man who, after confirming my name and address, said a " case '' had been filed against and that I was going to " be 'served ' with legal papers '' the following day. He gave a case number ( XXXX ) and number to call. XXXX called the number, and my identity was linked to my phone number, and was told I had a legal matter and would be served with papers concerning a debt. They pressed the matter and after I informed them I had no debts, was told they wouldn't hold a trial over the phone. I asked if they were debt collectors and they said they were a " mediation '' firm, and I called them debt collectors. I told them they sounded like a scam and were violating the FDCPA and they refused address, identity, corporate filing information and hung up. I called back demanding to know WHO they were, they kept hanging up. They had identified as XXXX XXXX and XXXX. I called back after waiting a few days and a woman told me they were in XXXX, Florida at XXXX XXXX XXXX, no XXXX XXXX. Upon checking with they property owner, the multiple suite complex had no such Tennant. Secretary of State Florida had no such business registered either. They provided an email of XXXX. checking email is valid but info on, biz site for ownership shows listed domain, but ownership details redacted for privacy. A subpoena or agency could get who they are released. I was also told this was an HSBC debt of over a thousand dollars from XXXX and they would settle the debt for 50 %. XXXX XXXX was trying to collect on a fraud listed fifteen year old debt, pretended it was a filed case, and denied trying to collect upon a debt I did not owe. Further research uncovers the same scam listed elsewhere by the same people. They refuse to discuss the matter, disclose who they are or where they are, or any corporate address or filings with any regulatory agencies. I can be reached at XXXX, and can provide enough proof of this to fine or charge them with a crime. The number for " XXXX XXXX '' is ( XXXX ) XXXX.
Company Response:
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2022-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: Unfortunately, after receiving both vaccinations I contracted XXXX I began to make contact with the credit card companies to make arrangements to lower my payments for a short while, every one of my credit cards cooperated except HSBCU, who offered absolutely no options except to close the account. I explained about my illness they did not make any payment concessions. HSBC informed me today that my account was closed back in XX/XX/2021, when I was at the height of illness, HSBC received a payment of {$390.00} in XX/XX/2021 and did not say a word, and another payment today {$530.00}. HSBC was obligated to inform me that my account was closed.
Company Response:
State: CA
Zip: 94582
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I received a statement from HSBC having period XX/XX/XXXX to XX/XX/XXXX. This is the only statement I received since I opened an account on XX/XX/XXXX. I called on XX/XX/XXXX and spoke with XXXX XXXX XXXX ( the name may not be correct ). I asked to reimburse $ 50 monthly fee for the entire time ( more than 2 years ). He said that since the account was closed, nothing he could do other than reaching out to his supervisor. He gave me a reference number of XXXX. He told me he would send an email to his supervisor and copy me. On XX/XX/XXXX I called and talked to XXXX? since I haven't heard anything since XX/XX/XXXX. She offered to text XXXX to ask him to call me about my maintenance fee refund. I called again on XX/XX/XXXX and spoke to XXXX and was told that nothing she or HSBC can do since the account is closed. None of the 3 agents would reopen my account to facilitate my request. I asked XXXX to give me a phone number to complain. She said that I would need to find the help on my own. I didn't know that HSBC charged me a high monthly maintenance because HSBC never send monthly statement. I never used the checking service other than having direct deposit. I think it's reasonable to have HSBC to reach out to me that my account has been charged $ XXXX because my account balance is not high enough to have the fee waved. I leaned on XX/XX/XXXX that {$75000.00} is the minimum balance to have maintenance fee waived.
Company Response:
State: OH
Zip: 43235
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I bank with HSBC which is now XXXX XXXX effective XX/XX/XXXX. on XX/XX/XXXX I received an alert from XXXX alerting that I spent an unusual amount of money. When I logged my online Banking with HSBC, My account was overdrawn by {$3700.00}. I notice multiple small electronic Transfers from a Merchant named XXXX-Bill pay . my balance on XX/XX/XXXX was XXXX, somehow this merchant that I didn't recognized manage to steal all the money that I had in my checking Plus overdraft my account by {$3700.00}, I don't have overdraft protection and haven't overdraft my account in 7yrs. when I looked XXXX appears looked like XXXX. When I called XXXX their fraud department informed me that XXXX is not them to contact my Bank report these fraudulent charges. I called HSBC on XX/XX/XXXX and spoke to the fraud department and reported the fraudulent activities on my account. HSBC didn't block this merchant and/or my account until XX/XX/XXXX, which resulted into overdraft amount of {$5600.00}. I was assured by HSBS that they would conclude the fraud investigation before the merger and I should get my money back. on XX/XX/XXXX when I notice HSBC didn't refund my money I called HSBC, after 1hr wait, the rep that I spoke to told me the person working on my fraud case is not available. on XX/XX/XXXX when HSBC changed to XXXX bank, I went in person to a XXXX bank to find out the status of the fraud investigation. I was told that HSBC never forwarded or alerted XXXX bank that I had an open fraud case prior to the change. XXXX bank told me to contact HSBC and also I'm not the only former HSBC customer who walked into a XXXX XXXX that were victim of Hacking or electronic fraud right before HSBC the changed to XXXX bank. The branch Manager at the XXXX ban even admitted to me that during the merger that fraud department at HSBC were not doing their job. he advised me to keep trying to reach HSBC. when I call HSBC their automated system tells me to call XXXX. when I call XXXX they tell me to call HSBC. I had direct Deposit and before i could stop my direct Deposit, the HSBC/XXXX bank kept my paycheck from work to cover the overdraft on my account. I have incurred late fees because I am not able to pay my bills. I have had to use my credit card to buy gas and food my special needs child. I even received letter dated XX/XX/XXXX and XX/XX/XXXX from HSBC informing that my account is overdraft. My account is overdraft not by be but because HSBC allowed this to happen. I don't have enough money to hire a lawyer to help recoup my money. I just need help to get HSBC/XXXX bank to do the right thing and refund these fraudulent charges.
Company Response:
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
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 the morning of XX/XX/2021, my three bank cards and one store card were stolen from my handbag, which was in my locked car, and not visible from the outside, while I was parked at a nearby athletic club. Between XXXX a.m. and XXXX a.m. purchases were made on all three bank cards totaling approximately {$9500.00}. I discovered the theft at XXXX p.m. that same day, when I went to pay for groceries at a local market and realized my cards were missing. I immediately went home and called all three bank card issuers ; XXXX, XXXX, and HSBC. XXXX and XXXX immediately looked up my accounts, closed them, reversed the bogus charges, and issued me new cards ( the perpetrator ( s ) did not make purchases on the store card, but the store closed the account anyway and issued me a new card ). Most of the fraudulent charges were made on the HSBC card. That company is refusing to reverse one of the charges, to my local XXXX store for {$1300.00}, arguing that because I bought a phone from that store on XX/XX/2021 for {$390.00}, it is proof that I do business with that merchant, and that means that I also made the {$1300.00} purchase myself. So, I went to XXXX on XX/XX/2021 to get a copy of the receipt of the purchase and discovered it was for gift card. I emailed the receipt and my explanation ( again ) in writing to the website that HSBC listed as the resource for filing a fraud claim. The result has been nothing from HSBC, only the continued allegation that I was the perpetrator ; several customer service reps actually asked me if I currently had the card in question, the card their own company discontinued at the time I reported its theft! They did reverse a bogus charge at XXXX XXXX ( for another gift card ), and I pointed out that I also do business at XXXX ( purchasing gas there for the last three years as well as shopping there at least once weekly ), so why did they reverse that fraudulent charge but not the XXXX charge? They have no answer, even after I continue to point out their illogic. I have spoken to numerous reps, including from customer service, the fraud unit, and the dispute unit, but no one calls me back, though they always say so-and-so will be in touch in the next several days. My latest statement now not only reflects the ongoing {$1300.00} bogus charge, but also interest on it, and my credit rating as listed in this statement has dropped from XXXX to XXXX. I will not call this company again, and I have made it clear for their records that I will never pay this fraudulent charge or the interest it accrues or the {$39.00} monthly late fee that will occur beginning this coming month, because I am the victim in this situation, not the perpetrator. I am eager to provide CFPB with documentation to support my claim, but there's a lot of it and would prefer to send it by mail, if that's possible. I thank you in advance for any guidance you may be able to offer in this very stressful matter.
Company Response:
State: CA
Zip: 95661
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Last year I'm my checking my account with hsbc there was a mobile deposit into my checking account. They froze my account Becuase the check was in my soon to be wife 's name and she depositing into my account by accident and they froze the account the check was little over XXXX XXXX dollars and that been almost a yr ago... i have contacted hsbc multiple times and they treaty me like I'm some kind theft and have explained to them what happen but they don't listen I've sent everything they asked me to for me and her to prove our identity and they refuse to give my accont back the check has been cleared and cashed and they frozen my account .. they should never cashed it because I didn't sign it she signed it again she thought it was her account but the auto login on phones switchedbot and she didn't realize it. I live in XXXX and the bank is in XXXX tomorrow morning me and her are taken a trip to drive to XXXX to go decuss this with back but it like they want keep money that not there's there really stealing from us because they have no grounds to keep this momey..money... So I the account owner and her the owner of the check that was deposited are both going to bank for Tues morning and request her money out my account please help this is n ot right to be treatedbthisnwas please help thabk you for your time and help I look forward to hearing from you soon my ph number is XXXX XXXX XXXX and my email is XXXX my name is XXXX XXXX XXXX thank you
Company Response:
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2022-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I believe you reported inaccurate information about my account to XXXX and XXXX Reporting Agencies. I am asking for you to correct the inaccuracy of a late payment on my account. This is due to the U.C.C. 240.10b-10 ( a ) Disclosure requirement. It shall be unlawful for any broker or dealer to effect for or with an account of a customer any transaction in, or to induce the purchase or sale by such customer of, any security ( other than U.S. Savings Bonds or municipal securities ) unless such broker or dealer, at or before completion of such transaction, gives or sends to such customer written notification disclosing : ( 1 ) The date and time of the transaction ( or the fact that the time of the transaction will be furnished upon written request to such customer ) and the identity, price, and number of shares or units ( or principal amount ) of such security purchased or sold by such customer In the Attached documents I only Receive the billing statement after receipt of a Late Payment Statement. This Can not and will not stand as the bank was requesting funds after taking legal action without providing me a chance to have made the payment. Thus, there is Not Form of Offer, Acceptance, Or Consideration taking place. Instead, your bank is not upholding its responsibility to present the payment contract to receive payment. This is a much bigger problem because payments can not go to collections without attempting to reach me to receive payment. The Only reason I Initially used the card was, to accept the option to the card to stay open and maintain my relationship with HSBC. Now I am experiencing greater detriment as a result. This is also reflected in the correspondence. This was for an initial purchase of a Low {$36.00} purchase, by which has since been paid in full.
Company Response:
State: CO
Zip: 80014
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My name is XXXX XXXX, HSBC Bank has forced some of its members to move its accounts to XXXX Bank which does not have a location here in XXXX XXXX New York I have spoken with HSBC Bank customer service number is times regarding this change of banks, going back until XX/XX/XXXX when it's first was announced after looking into XXXX Bank the fees are ridiculously high this was explained to numerous of the customer service reps that handle the incoming calls at HSBC Bank. The assistant vice president of customer relations her name is XXXX XXXX, I have asked XXXX XXXX for documentation supporting the overdraft that I currently have, I want to verify that I signed any disclosures regarding transferring my account which she has never furnished. I have a minimum of six calls going to HSBC Bank regarding my checking account and credit line, On one of the calls I spoke with a young lady and I said to her that I was not interested in going to XXXX Bank for the obvious reasons, the fees are ridiculously high and their customer service is very very poor they are not here in New York, where we can go and speak to someone so it's not in my best interest to have a bank I can not go to if I have concerns if I have problems, I like to be in front of someone. XX/XX/XXXX I received an email from XXXX XXXX stating, very rudely to me that my credit line was going over to XXXX Bank I specifically asked her please verify that the recorded calls will identify one of the representatives stating because the account is not paid off it will stay at HSBC, she informed me during the call that it was only two calls that made to this customer service about my account, I told her no, a minimum of six since XXXX was made, I asked you to please send me a copy of the disclosures for the overdraft and I have yet to receive it. This transfer has been a problem for many people as well as myself when I tried calling to discuss anything with HSBC they flagged your account, by you entering your social security number it identifies you're one of the customers that's being transferred and no one picks up, it tells you to call a different number so that you don't have any type of communication with anybody or questioning anybody about the account or the transfer until it's actually completed these are the experince i have, so they are forcing people to do things without being held accountable for the unprofessional conduct in which they are displaying, I have asked her in emails please provide the disclosures you have of my signature signing this, I have also asked for bank statements with all pages for the last 6 months showing deposit credits withdrawals I have yet to receive, this is important for me to show Trans actual history between both accounts, the disclosures they will not provide me I am sure it's already went over to this transferring Bank which I did not and am not comfortable with. XXXX XXXX the vice president of customer relations has very unprofessional conduct with me, she feels what she says is going to happen regardless of my concern or if it will benefit regardless of the importance of the ability for someone to go to a branch to sit down and discuss issues, problems, Etc. I call customer service at XXXX bank and it's a very very poor professional response. I want my overdraft account to be stopped I do not want to deal with XXXX on this transfer. I would like for it to stay there and I will pay it off, they have recently sent me checks so I can make payments against my account for other creditors. XXXX XXXX is taking advantage of the consumers by forcing them to do things that are not in their interest for monetary gain. I am still waiting for all pages of my bank statement I am also still waiting for all pages of my overdraft account. I was informed, my overdraft is moving over to XXXX bank and the checking account is closed due to a negative balance, I paid my XXXX from another bank on the XXXX of XXXX and received a check back for the {$82.00} on the XXXX of XXXX, the checking account was closed on XX/XX/XXXX. XX/XX/XXXX, i spoke to XXXX XXXX again she said the bank is not moving my checking account because it close but the overdraft is going to the citizen bank. How can HSBC close my account after sending me my money back and transfer my overdraft with a balance to a bank with high interest, this is unfair and I open up the overdraft at the branch where the customer service representative fill out the application and I signed it, I never received the terms and condition until today XX/XX/XXXX, by email. this transaction with HSBC to XXXX bank has and is unfair to many customers and unfair, many people did not receive anything until the last week before the transfer is complete my checking was a premier account and was changed to a regular account and charged monthly with out them informing me that it was and has occurred, all premier account are staying with HSBC, there is unfair treatment with this. XXXX XXXX informed me she had 8 recording of calls she listen to on those recording you will find what was said to me about my account from her representative and what I was able to do. XXXX XXXX
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Recently ( XX/XX/XXXX ) I received a standard letter from HSBC regarding my credit card account - telling me that after careful consideration they were lowering my limit based on several factors listed. Amounts on revolving credit too high. Proportion of balances to credit limits too high. Length of time installment loans have been established. I do use my credit cards, I support the spending economy. I believe All of my cards are over XXXX XXXX XXXX some close to XXXX XXXX XXXX. I HAVE NEVER had one single late payment, most of the time they are paid well in advance of the due dates, always more than the amount due. I realize that they have the right to do these reviews, my problem is that they are based on flawed algorithms, mostly with little to NO human review. When they arbitrarily reduce the limit, it artificially increases the debt to credit ratio on that account, essentially causing an even more severe impact to lowering my credit score.This then causes an avalanche of other credit companies doing the same thing. It causes the users score to drop dramatically, costing more to obtain credit ( higher interest rates ), or leads to a complete denial of credit. As you are aware this can take years to reverse and can really have a very desperate impact, particularly on vulnerable populations. It can cause years of unfair impact to any borrowers and sometimes eventual financial collapse. This practice is wrong and should be halted immediately. It took me almost XXXX hours to speak to a customer service rep, was transferred XXXX times and eventually disconnected. Their customer support app was as bad if not worse. The agents solution was for me to apply for a credit increase, this seemed like an attempt to make another hard inquiry on my report as well as possibly raise the interest rate on the card. Collectively these practices seem very much like prohibited XXXX banking practices as defined by the XXXX XXXX XXXX XXXX XXXX Consumer Protection Act of XXXX. This is the XXXX occasion for this to happen with my HSBC account. I have asked them to freeze the account, I will pay the balance and will no longer be one of their customers. BUT that will not stop the impact this will have on my credit report.
Company Response:
State: OH
Zip: 44060
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A