Date Received: 2021-08-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Yesterday I made a deposit on my account and today when I tried to login and check the deposit it showed my account was suspended when I a called the number I was transferred countless times to a back office operator who literally mistreated and treated me like trash and dropped my calls 3 times and when i would call back he would literally accuse me of hanging up the call, this person literally made notes on my account forbidden people to give me information and everyone i spoke with after this person was invasive and dismissive with me and worst yet the person closed my account and refused to explain to me what exactly happened. They literally humiliated me to the point i broke down crying begging for someone to speak with me with a grain of understanding and willingness to tell me and explain me whatever was happening. They told me they needed to just confirm a few things but in reality that XXXX office person who closed my account and made false reports and notes I literally had an account one day and was using my card less than 24 hours later they closed my account and humiliated me i never in my life felt so mistreated and humiliated. im literally crying writing those words because thats how small and insignificant they made me fell and how they treated me. please i want to hear the calls and want to know what i did wrong to be humiliated the way they did to me
Company Response:
State: CA
Zip: 90035
Submitted Via: Web
Date Sent: 2021-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-04
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I had an existing account with HSBC and got the following promotion, which was completed monthly for 6+ months. Only 1x {$15.00} credit shows in the account each month. I have contacted HSBC 2 times via the customer messaging system and have not heard back any response. Starting XX/XX/2021 you can earn up to {$180.00} over the next six consecutive calendar months by simply using HSBC for your everyday banking. Offer ends XX/XX/2021. How it works. Earn {$15.00} per month when you Make 10 new purchases per month using your eligible HSBC Mastercard card ( s ) and/or Earn another {$15.00} per month when you Pay 3 bills per month using HSBC 's Bill Pay Keep up the good work and earn up to {$180.00} over six months The Card Offer and/or Bill Pay Offer will be automatically credited to your HSBC Premier checking accou nt approximately eight weeks after meeting that month 's qualifying activity.
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2021-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: A mediator from a legal complaint department ph # XXXX states my husband opened an account with HSDC for a {$500.00} limit Platinum Mastercard in XX/XX/XXXX and made payments up until XXXX of XXXX. She stated notuces were sent to our address that we never received. My husband has never owned a Platinum Mastercard. She had his name, job description, address, and social security number and claims we are being sued.
Company Response:
State: TN
Zip: 38127
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my report. It has been well over 30 days and I haven't received any investigation results.
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: HSBC BANK CONTINUES TO CHARGE ME FOR CHARGES ON MY CARD THAT I DID NOT MAKE. THE CARD WAS EVEN CLOSED DUE TO FRAUDLENT USE. PLEASE HELP. I HAVE SENT THEM THE PAPERWORK THEY SENT ME ON THESE CHARGES THAT WERE MADE ON MY CARD ON XXXX. I HAVE SENT IT NUMEROUS TIMES AND THEY INSIST THAT ARE GOING TO CHARGE ME NONEHTLESS. THE ONE CHARGE IS {$6.00} FROM XXXX AND THE OTHER ONE WAS {$5.00} FROM XXXX ON XX/XX/2021 BOTH OF THESE CHARGES WERE NOT MADE BY ME. BUT THEY ARE GOING TO CHARGE ME ANYWAY. I HAVE UPLOADED THE PAPERWORK SEVERAL TIMES TO ADVISE THEM I DID NOT MAKE THESE CHARGES. PLEASE HELP. THEY REFUSE TO LISTEN. I AM NOT PAYING FOR CHARGES I DID NOT MAKE
Company Response:
State: AZ
Zip: 85297
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am retired XXXX XXXX and always but Honor, Respect, and Loyalty first. I did not think much of anything when I was receiving letters in the mail about a debt. When I looked into it I discovered the it was a debt that HSBC sold to XXXX. I had taken a loan with HSBC in XXXX and have proof it had been paid off. I sent a copy to XXXX XXXX XXXX XXXX and there response was it is a loan that was taken out in XXXX. I did not understand because my loan was XX/XX/XXXX and I received an original copy paid. Despite my plea they did not care. In XXXX they sent an order through XXXX XXXX and tried to garnish, but to no avail. After I asked for a promissory note, something with my signature XXXX could not, so they cause of action and moves Court to dismiss the case from my bank. But, what I did not know it was hanging out in the cloud somewhere. I sold my house and now it showed up again and the Title company is only following their protocol and held back some money. They informed to to write to CFPB to get help and have this company to stop harassing me. Once again, XXXX XXXX XXXX has not responded to proof of loan and have giving me the run around. I even had the Title company agent represent me and asked for information, but to no avail. The Title company agent tried calling several times like I did, but was given the run around. This debt does not show up on my credit. I've been able to refinance my home through HARP and by vehicles and get other loans with no problem. This has been a thorn in my side. I need Help.
Company Response:
State: TX
Zip: 78251
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Without warning or justification, HSBC USA froze my account in XXXX XXXX after I deposited a check and after my direct deposit was paid into the account on XXXX XXXX. I was not given notification, and despite alleged claims that their fraud department told verbally that that thee check would be held 5 days that never happened and in reality the hapless overseas employees HSBC uses asa their back office rather than give me a timeline implied that there was no timeline they had to respect. I now see this is the case as 7 weeks from then they are still holding my money illegally and can not tell when I should be receiving it. According to the regulations from the Federal Reserve bank that governs availability of deposits, as my deposit was a state check from CA not deposited in person the funds should have been made available to me for withdrawal no later than the second business day afterward what an HSBC customer service agreed was the funds availability schedule. and yet I was never given notifications to this day the only written notification I have received about my checks and direct deposit and anything having to do with my account being frozen has been in response to my formal complaint to regulators. HSBC has brazenly been in non-compliance of various regulations that dictate availability of funds for withdrawal, all of which stress that the bank has a duty to do it in a timely manner, and must notify me anytime they deviate from these strict guidelines ( XXXX ; XXXX ; XXXX ; XXXX ), and even taking into account the exceptions in XXXX they must still be made available to me in a timely manner. I do not believe HSBC had 'reasonable cause to doubt collectibility '', even if it had, that was answered when the check was paid. Keeping my funds for 7 weeks after this and not allowing me withdraw my money via ACH transfer violates my rights under regulations Especially since my account was not officially closed for the past 7 weeks. I think HSBC has so violated the spirit of the regulations that I am well within my rights to seek the maximum civil liabilities from them as outlined in XXXX.
Company Response:
State: CA
Zip: 90503
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-29
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I made a payment on XX/XX/XXXX. Payment is still outstanding in my credit card. I called and they stated there is a hold until XX/XX/XXXX. I have proof that the payment cleared my account in XX/XX/XXXX. When asked all they said is that it part of your terms and conditions.
Company Response:
State: CA
Zip: 95991
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Summary : I feel that I have been treated unfairly and unreasonably by HSBC Bank, USA, N.A.. I hope with your involvement, they will be reasonable in accessing my experience with their organization and reaching a fair resolution. I am getting your organization involved as HSBC has continued to act unreasonably and unfairly with the involvement of the Arizona Attorney Generals Office, XXXX XXXX XXXX, and the various Credit Reporting Agencies. Given your organization federal mandate to focus on the fair treatment of consumers by XXXX XXXX, lenders, and other financial companies I feel you may be best equipped to help us reach a resolution to this matter. Thank you advance for your assistance. I opened an HSBC Credit Card account on XX/XX/XXXX to take advantage of 0 % APR promotion that they had solicited to me. After opening the account, I immediately draw the {$5000.00} balance of the card to take advantage of the promotion 0 % APR offer. I also immediately attempt to set-up an online profile and payment but am unable to access any account information or set-up automatic payments as HSBC requires a unique PIN that is provided via USPS mail. I request the PIN from HSBC on numerous ( at least three ) occasions, yet never receive it. On one of those occasion ( XX/XX/XXXX ) I am told that the extenuating circumstances of my case would be escalated to management and resolved, but never received any follow-up from HSBC. The account becomes out of sight and out of mind as there is no follow through by HSBC. Eventually, my account is assigned to a debt collector,XXXX XXXX XXXX XXXX. HSBC is unreasonable in admitting their contribution to the situation. I pay off the account in full on XX/XX/XXXX and immediately report the payoff to HSBC. HSBC responds stating the information they are reporting is accurate, although they are continuing to incorrectly report the account with a balance. I am denied credit by XXXX XXXX on XX/XX/XXXX. I launch a complaint through the Credit Reporting Agencies which HSBC reports to ( XXXX, XXXX, and XXXX XXXX on XX/XX/XXXX. HSBC finally updates the inaccurate reporting of the {$4100.00} balance, however, XXXX still has {$4100.00} write-off in the account status ( when the account was paid in-full ), and XXXX and XXXX still has charge-off as the account status. ( Credit Reports Attached ) The details of my case are below and attached. Timeline : On XX/XX/XXXX, I opened a HSBC Credit Card account in response to a promotional 0 % APR mailing I received. I used the full $ XXXX balance given the attractive offer to invest in markets. Immediately after receiving the credit card by mail I attempted to register online to set-up automatic payments, but was unable to do so as setting up an online account with HSBC requires a unique individual four-digit PIN that they send you via United State Postal Service and I had not received mine. On XX/XX/XXXX I proactively reached out to HSBC to notify them that I have not received the required PIN. I ask that they help me set-up automatic payments over the phone, which they say they are unable to accommodate. They tell me another PIN will be sent. I never receive the PIN. ( XXXX Phone Record Attached ) On XX/XX/XXXX I received a call from HSBC that my account is past due. Frustrated - I tell them I had requested a PIN on multiple occasions and have yet to receive one. I also previously asked to set up automatic payments over the phone, but their systems/policy wouldn't allow it. I asked for another PIN to be sent so I can access my account online and set-up payments. They tell me they will send me one in the mail. ( XXXX Phone Record Attached ) On XX/XX/XXXX - I received a call from HSBC that my account is now in collections. Incredibly frustrated, I explain that I have requested the PIN to be able to access my account on numerous occasions and have never received it. Additionally, I have requested automatic payments be set-up over the phone they have been unable to accommodate my request. The collections agent said that he apologies for the error and that my case would be escalated to management/supervisor where it would be fixed/resolved. Assured that this would be corrected, I make a payment in the amount of {$1200.00} to bring my account current and make an additional payment of {$750.00} as a token of good will, explaining I am willing and able to pay the balance in-full based on the follow-up of the escalation. Again I never received a PIN, nor any follow-up from HSBC. ( XXXX Phone Record Attached ) ( Attached Credit Reports reflect payment ) In XX/XX/XXXX, I received a letter from XXXX XXXX XXXX XXXX that my account was assigned to them to collect the debt on my HSBC credit card. ( Letter Attached ) In XX/XX/XXXX, I received another letter from XXXX XXXX XXXX XXXX offering me to resolve my indebtedness for {$2800.00}, versus the account balance of {$4100.00}. ( Letter Attached ) In or around XXXX XXXX, I reached out to XXXX XXXX XXXX XXXX explaining there is likely a misunderstanding around my account. I always had the intention, ability, and willingness to pay the account in full and on-time. XXXX XXXX XXXX XXXX states they will contact HSBC. XX/XX/XXXX, I am told HSBC 's position remains unchanged. I file a formal complaint with the credit reporting agencies and the AZ Attorney General 's Office. On XX/XX/XXXX, I file disputes with HSBC and XXXX and XXXX disputing the accuracy of the account. XX/XX/XXXX, I receive email ( attached ) that my case ID : XXXX is assigned the complaint number XXXX and assigned to XXXX XXXX. ( Email Attached ) XX/XX/XXXX - I receive the attached letter from HSBC that my complaint / dispute was reviewed and determined to be accurate. No changes are to be made and the case is to be closed. ( Letter Attached ) XX/XX/XXXX - I email XXXX XXXX ( attached ) asking for additional information regarding their conclusion. ( Email Attached ) XX/XX/XXXX - I receive the attached letter stating they did mail the PIN ( although I never received it ). And that there was no evidence of bank error. ( Letter Attached ) XX/XX/XXXX - I email XXXX explaining I never received the PIN, and was promised this matter was going to be resolved by management when I made the payment on XX/XX/XXXX, the conversation happened on a recorded line and would be discoverable under any reasonable investigation into my complaint. ( Email Attached ) Throughout XX/XX/XXXX - I work with XXXX XXXX XXXX XXXX to see if they can negotiate cleaning up the credit reporting for a full payoff of the debt. XX/XX/XXXX - I receive an email from XXXX XXXX XXXX attached XXXX which states that " a search for telephone records associated the number yielded no results ... our position remains unchanged '' ( Email Attached ). My phone records show the inaccuracy or incompleteness of their search. XX/XX/XXXX - I send XXXX XXXX and XXXX XXXX XXXX Interim Head of Customer Relations at HSBC, who XXXX has CC on correspondence ) additional details regarding my case via email. ( Email Attached ) XX/XX/XXXX Frustrated without any response or resolution from HSBC with the updated information, I pay off the account in-full {$4100.00} via XXXX XXXX at XXXX XXXX XXXX XXXX. I am provided the payment confirmation number XXXX. I immediately email HSBC notifying them of the payment. ( Email Attached ) ( XXXX XXXX Statement Showing Payment Attached ) ( XXXX XXXX XXXX XXXX Proof of Payment Attached ). XX/XX/XXXX - I receive a letter from HSBC stating that they reviewed my case, there's no evidence of bank error, and they consider the case closed. Additionally, XXXX 's response incorrectly references the Attorney General of Nevada, when in fact the complaint has been filed with the Attorney General Office of Arizona. Although, this may simply be an oversight I fear it shows the lack of reasonable effort their organization has taken to address my concern and correct this issue. ( Letter Attached ). XX/XX/XXXX - I received a letter from XXXX XXXX that my recent credit application was denied, because of a charged-off account on my credit history. I immediately pull my credit reports to find that the HSBC account is still incorrectly showing a balance of {$4100.00} and they have not updated the account to show the XXXX payment. XXXX XXXX XXXX XXXX Denial Letter Attached ) ( Credit Reports Attached ) XX/XX/XXXX I file a formal dispute with XXXX, XXXX, and XXXX ) on XX/XX/XXXX ( Dispute Letters Attached ). Each respond over the next 30-days, correcting the inaccuracy of the {$4100.00}, however, XXXX still has {$4100.00} write-off in the account status ( when the account was paid in-full ), and XXXX and XXXX still has charge-off as the account status. ( Dispute Letters and Response Letters Attached ) ( Credit Reports Attached )
Company Response:
State: AZ
Zip: 85255
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited my XXXX XXXX Stimulus check, and upon the bank 's Disclosure and Agreement, even for the new accounts, the check MUST be available on the next business day that's also what the bank teller told me. However, they put an extended hold for which I had to waste 3 hours of my work morning to find out what's going on. When I reach the representative, he said it's your first deposit so that's why there is a 5 business day hold on the Government Check. I told him to give me a temporary credit and while I was finishing my sentence he hangs up on me. I tried to chat with several representatives, no one helped me. They are violating their own disclosers and my rights and there is no one to contact with. I also made cfpb complaint # XXXX and received emails from the bank saying - We are still investigated your complaint. However, after wasting 2-3 months, all I received was thair Deposit account agreement and that they have the right to close my account. The company 's response is nonrelevent and does NOT address to my questions and concerns. Besides this problem, bank says they are planing to close my accunt. It's been over 3 months and I still haven't receive my account closing balance. They are holding my money and are not sending me a check while claiming the account is being closed. My rights are seriously violated. I wasted 3 months waiting for thair answer and for my money in the mail and they failed to do both. Their account agreements are NOT answering my concerns. If company continue to ignore I will move to Federal Court.
Company Response:
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2021-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A