Date Received: 2021-04-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX & my wife XXXX XXXX applied to HSBC Bank XXXX XXXX. to obtain refinance for existing mortgage with XXXX XXXX. I have a perfect credit rating around XXXX So Everything was going good i submitted all financial documents from work both for myself and my wife who is a XXXX working in XXXX XXXX. I paid {$600.00} for appraisal and HSBC also asked for 2 questionnaires filled out by my XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX. These 2 questionnaires I paid $ XXXX each ( including Coop 's lawyers fees ) Suddenly, its 2 months passed and HSBC reps XXXX XXXX XXXX XXXX XXXX conveyed to me that there is a My XXXX XXXX XXXX XXXX has ongoing lien with another company for approx {$460000.00}. My XXXX has no current mortgage and plenty of funds in reserve account. It has over 1000 apartment average price for each around {$300000.00} - {$500000.00} All these info was transferred to the HSBC reps. The lawsuit/lien is ongoing and there were no judge order yet to XXXX to pay this lien. So as a result, HSBC refused my refinance and send me a letter on XX/XX/2021. As a result of this i lost {$1600.00} dollars ... .. XXXX XXXX XXXXXXXX XXXX XXXX XXXX ( NMLS XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX HSBC Bank XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX, IL XXXX XXXX XXXX Mortgage Loan Processing AVP Team XXXX XXXX I HSBC Bank XXXX, XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX IL XXXX NMLS # XXXX
Company Response:
State: NY
Zip: 11224
Submitted Via: Web
Date Sent: 2021-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: My husband and I opened a online bank checking account in my name only ( his wife ) in midXX/XX/2021. We had the funds to be transferred from a savings account in my husbands name only. We provided the funding bank name, account number and routing number with the amount to be withdrawn. Several days later,XX/XX/21, I received an email from the receiving bank that my opening account deposit had been processed. The email gave an initial deposit item #, amount funded, FROM acc. bank name, FROM acc. bank #, TO acc. bank name and TO bank #. All account numbers were x out. To this dateXX/XX/21, I have not received the funding for that account. I have contacted both the funding bank and the receiving bank by many phone call and one email complaint to no avail. I have documents from the funding bank but nothing from the receiving bank. They ( the receiving bank ) basically said they have researched but cant find where the funds were deposited and left it with no resolution.This was a very large amount ( {$75000.00} ) that was withdrawn from the funding bank. If you can please help me with this issue, it will be greatly appreciated. Thank you. Do you want me to send copies of documents now or later when I hear back from you?
Company Response:
State: KY
Zip: 426XX
Submitted Via: Web
Date Sent: 2021-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: The CFPB provided a XXXX interpreter named " XXXX '' XXXX # XXXX XXXX to help me with this complaint. I want to audit my HSBC accounts, before XX/XX/2021, to account for the missing {$1500.00}. If HSBC wishes, please speak to me directly through a XXXX interpreter. On multiple occasions, HSBC had verified that my son could speak on my behalf. But, HSBC is not keeping their word ; thus, I request HSBC, if it wishes, to send me an HSBCs own Power of Attorney form to my home address. XXXX XXXX XXXX and XXXX XXXX XXXX at HSBC had never mentioned that HSBC, like most California banks, had their own Power of Attorney forms. REGARDLESS, I was the account holder, and I have every right to examine my XXXX accounts after they are closed ( according to an XXXX representative, after " up to XXXX years '' ). In XX/XX/2021, HSBC claimed the remaining balances totaled {$1700.00}. In XX/XX/2021, HSBC claimed the remaining balances now total {$1900.00}. According to my calculations so far, the remaining balances should total around {$3300.00}. I am aware of the fact that HSBC has made mistakes regarding their customers deposits XXXX documents available ).
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have a HSBC ( online only ) checking and savings account. I have have XXXX teenage children that I'm a single parent to overseas that I support remotely by sending funds to them regularly as I live and work here in the US. [ A fact to know about this HSBC ( called 'direct ' ) account is that there is no debit card or check book available. it is purely online and the only way you can get funds into it and out of it are through ACH transfers with other banks. So it would be normal practice to move money into/out of the account as regularly as you needed to. There is no rule or terms of use for the checking account that state there is a limit on how much you can move or how often ] I have an overseas HSBC account also, so I first sent the funds using a wire transfer from the HSBC US account to my account with HSBC overseas, this worked but the fees and commission were way too high. I then tried another route that I'd seen online, similar to XXXX XXXX, it's called 'XX/XX/XXXXa money transfer service with very low fees vs regular banks. So then, I sent funds via ACH transfer using my HSBC account about a month ago to a domesticXX/XX/XXXX - XXXXXX/XX/XXXXXX/XX/XXXXso they could convert my XXXX dollars into the foreign currency to send to my children. This worked at least twice, then a few weeks ago I did the same transaction ( it got frozen from HSBC ) and I got a phone call from the HSBC fraud team asking me about the transaction, I told them the situation, they said that's fine I can proceed. A day later I get another call to ask me more detail. In the meantime, the money I transferred XXXX {$5100.00} XXXX was cancelled by HSBC and returned back to my account. When I called them up to ask why they had blocked my transfer they started asking me very detailed questions about where the money came from where it was going to. I was on the phone for almost 1.5 hours, I was so exhausted by the end of it. They then asked who XXXX was, I said it was a XXXX XX/XX/XXXX that did my money transfer, they couldn't grasp this concept and became highly suspicious. I suggested we call them, so we got on a three way call with XX/XX/XXXX me and HSBC, where XXXX verified yes, the account with them was indeed in my name. HSBC seemed satisfied by this bu then started asking me very detailed personal questions about my income, where the money was coming from, each payment into and out of the account for last few months, they interrogated me to a much more personal and deep level that I've ever had from any outside body, even law enforcement. They then said my accounts would be frozen with no access, my calls were recorded they would go through them in detail and they would launch an investigation into it all. They said they wouldn't give me any time frame when it would be resolved. They caused me such distress from the deep interrogation, like I was doing something illegal, criminal and the fact they would control if/when I'd have access to my funds again. I have just tried to access the funds two weeks on and the accounts are still locked. [ The latest call was made on XX/XX/21 at XXXX ] I had to speak to the fraud team again and I was on the phone for 45 mins, with them asking me almost the same information again as before, probing into my background, questions like " where did the money come from '', " what are using it for '', " what are these other accounts where you've moved money in/out '', highly personal information which is none of their business whatsoever. They then said were awaiting documents from me before they could proceed. They did not tell even tell me this was a requirement from the first incident! They wanted proof that I owned the other bank accounts. They said they would send an email to me asking for bank statements and I said ok that's fine but as it's PII data I can only send it via a secure encrypted link/portal and the fraud team assistant said yes it was a secure link for sure, he said it twice in the phone call. I work in data privacy so I said I could only send them the statements via a secure encrypted link so my privacy was safeguarded. The email came through and it as a regular email, no additional security was offered, so he had deceived me. I had no option at all ( as I need access to those funds quickly ) but had to respond to the email with my bank statements attached and potentially risk a man-in-the-middle attack and identity fraud by sending it unencrypted, 'in the clear ' On a second note I'd like to launch a separate complaint and they should be investigated, on their poor information security handling practices and potentially compromising customer 's personal data : they should know better than this being a financial institution and adhering to XXXX, they are breaking GDPR and CCPA data privacy regulations by not offering to secure my sensitive personal data ( PII ) in response them. I am an expert in this area, this is my specialism and can testify that what they asked me do in sending my data this way would breach data privacy frameworks and regulation. I needed those funds to help support my children overseas, pay for their food, lodging, child maintenance and school fees. By freezing my account totally for almost two weeks now XXXX and they said it could be more weeks still ) it's caused huge stress in not being able to get the funds to my children, where there is a great need. I have been treated in a highly unfair and despicable manner. I've been made to feel like a criminal. I've never received such probing, interrogative and demeaning service from any financial institution before. I am very upset about the whole situation with of feeling of being powerless against a major financial institution and them having my earnings frozen ( it's my money, I feel they've taken it extremely unfairly and I want what's mine back - they have absolutely no right to do this and treat me this way ). So I can't do anything with that money when it's needed as a matter of urgency for the reasons described above - my children. I have never been in trouble with anyone before, I have never had any debts, I volunteer and do so much for others and the community around me and am a decent law abiding citizen. I feel this is a morally unacceptable behavior and a major injustice especially when in the end it's more young children that ultimately pay the price of them not getting the funds on time!
Company Response:
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am writing to log a formal complaint against XXXXXX/XX/XXXX regarding online access to my Checking and Savings accounts. During the week of XX/XX/XXXX XXXX I do not remember the exact date ), I made several mobile check deposits to my savings account from legitimate institutions where I had closed my accounts recently. Upon making those mobile check deposits, I have been locked out of my Checking and Savings account access online. I have called HSBC numerous times to get this matter resolved and no longer wish to waste any more time dealing with them on a matter that has still not been resolved after a week of complaints. Because I have no visibility to what has and has not cleared on my accounts, I am not certain, but I am trying to retrieve approximately {$1400.00} that I have in both accounts. All I want is assistance in retrieving all of the funds owed to me and closing my accounts with this bank for extremely poor customer service and illegitimate holds on my account access.
Company Response:
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: Commencing on or about XX/XX/XXXX, XXXX, I fell victim to a multilayered scam operation orchestrated by XXXX ( the Company ), with the design, development, manufacture, promoting, marketing, distribution, labeling, and/or sale of illegal and outright fraudulent investment services, all of which aim at contributing to the goal of robbing and defrauding clients, through a predetermined cycle of the clients losses to their gains. Money was transferred from my account via Credit card and bank transfer, and through an intermediary named XXXX in the total amount of XXXX CAD utilizing your services.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Other service problem
Subissue:
Consumer Complaint: I am a premier customer with this bank and attempted to make an international wire transfer to another company through their online web portal. The system is secure and works well, except that the wire process never shows the actual amount that the recipient will receive at the current exchange rate i.e. I am never told what rate is being applied. I called their customer service on XX/XX/XXXXand the representative said that it should say in fine print, once you confirm your transaction, which never happened, even when I confirmed my whole wire-transfer process. I was not happy about that and was able to cancel this transfer within 30 minutes, however I feel this is really dodgy service by this world renowned financial institution and I am super-frustrated with their wishy-washy response which has wasted a lot of my time, and possible monetary loss due to fast changing exchange-rate which is not in my favor. Kindly take a look and have them enforce a clear communication about the exchange rate, so I can proceed forth with this.
Company Response:
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I am a victim of fraud on my account, my additional card holders account was stolen and there were fraud charges on the card, i did not receive a notification about the Fraud until the person spent over {$3000.00} on purchases on the account, this is highly unacceptable at the fact that his card was allowed to be used for such a high amount, this NOT only is way beyond my spending pattern but the erratic charges being made and the locations it was used is not normal. I am extremely upset at the fact that your bank has failed to do its due diligence to protect me as a customer. You allowed charges again that were not normal or within my patterns. The fact that your bank DID NOT do its job to protect me until its too late is not acceptable. I am highly upset at this and we need to get this fixed immediately. I then reached out to your Fraud Department seeking to speak to a supervisor to discuss my aggravation at the fact that this amount of charges went through over the course of a few days with no restrictions on the account, EVEN When you notified me before i saw the emails the card was NEVER locked and the attempts were still being made. As a bank if there are charges in question on the account why was there no block/hold on the card until you speak with the customer. ( Received back to back emails within different time frames ) Upon speaking to the supervisor he was insinuating as if i was LYING about the fraud that happened on my card and was asking questions like well what the last 4 of your card whats the last 4 of the additional card holders card? I explained that they were the exact same, card numbers, you can tell his response was as if i was lying to him. He stated he is just very very confused. He then went into details about how tired and such a long day he has had. Made me question if this matter was even was important to him, after that I was on the phone crying as I felt backed into a corner with no support given that my account was stolen. He continually asked the same questions over and over of how the fraud happened and last 4 of the card numbers and wanted to know if my card was in my possession or not. I answered that yes my card was but my additional user was not. I repeatedly let him know that YES i have my card and its my additional card holders card that was stolen., he still again was making me feel as if i was a liar and i do not appreciate it. I am the VICTIM here my additional card holders card was STOLEN!! i don't know how else to say it, and the bank is not doing their due diligence to protect me to ensure this doesn't happen again ( and didn't happen in the first place ) Please have someone from the corporate offices give me a call XXXX to discuss and hope to come to a resolution. Thank you. Stay safe and be well!
Company Response:
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened this checking account with a promotion which states that if i do a direct deposit for XXXX months - I am eligible for {$200.00} cash back bonus. But when i chatted with customer service it seems that it is not the case. Direct deposit has been done in XXXX, XXXX and XXXX 2021
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened the account about a month earlier and I contacted them initially due to account being locked by the security team. Each time it takes at least half day to one day to call them. They locked the money transfer for the first time. They asked for another bank statement in last month. I told the agent that I don't have statement for last month ( they only provide that every three months ) and very rude disputing why I don't have it. I said I will call my the other bank and let them stay on the call together. She said that will work. However, she locked the account directly after that while I'm contacting my the other bank. However, the other agent doesn't allow the agent from the other bank to stay and insist they have to call. In short words, it disturbs my work for almost a day. I've filed a compliant within HSBC for this and no follow up. The ridiculous thing is, my account was locked again later and asked me to verify address again using another bank statement. Another time is asking me to print out a SSA form, I did it for them and sent back. ( I have medical condition and am risky to go to a store to print as I don't have a printer ). Later the account is locked again and later told me what I write is not clear. I emailed back twice and replied all asking do I need to print a new one or is it better to type. Nobody replies, until I called again they told me they've sent my account to be closed! In the single month, my account is locked for four times! For at least 25 of the days, I'm not able to transfer money or access any money in my account. I filed complaint with them twice internally, nothing changed. They constantly asked for same documents on address and SSA form from security team, while locking the account totally based on their mood! ( like after I called to ask about transfer ). They said they called before locking but no incoming calls on my phone at all and there are at least four people from HSBC on the email I replied directly, no one has replied me. I was sent a promo code to open the account with certain amount of deposit, I really don't know whether it's legal for them just to lock my account for so long without notice or maybe they want to avoid giving me the open bonus in the promotion while keeping my money there ( more than XXXX ).
Company Response:
State: NC
Zip: 27703
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A