Date Received: 2021-03-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I received HSBC letter date XX/XX/XXXX regarding my request to repay my {$3400.00} which they collected. I was under the impression that HSBC legal department reviewed my XXXX loan modification note carefully. Per the loan modification note, all the outstanding fees which incurred due to my property foreclosure and loan modifications were summed as {$620000.00}. The foreclosure processes of my house had started long before the final loan modification was exercised in XXXX, therefore, the related foreclosure fees must have included in my final modified loan amount {$6200.00}. Nowhere within the modification note explained that HSBC could calculate additional/remaining charges of any sorts and billed me at the later time when the loan modification was executed. HSBC attached explanation letter date XX/XX/XXXX was in violation of both own HSBC loan modification note and the lending laws regulating such modifications. HSBC had been trying to collect unknown fees under Outstanding Foreclosure Fees later in XXXX on behalf of its previous processor XXXX long after my final loan modification date in XXXX. Again, the Foreclosure Fees were incurred prior to my final loan modification and must have summed in {$62000.00}. It seems to me that in order to prevent reimbursing my money every single time HSBC has come with a reason to hold this money. I kindly request HSBC to bring this matter to its upper legal management to resolve this issue friendly and reimburse my funds as soon as possible. Thank you
Company Response:
State: CA
Zip: 92691
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello Approximately in XXXX of XXXX my husband and I wanted to modify our jumbo mortgage with HSBC. It had taken a while so we followed up about 3 months later and were told that it is still being processed. We then reached out mid XXXX and were told to wait 6 months as it was to close to our last modification. After the 6 months we submitted again, this was now the end of XXXX. It is now XX/XX/XXXX and we have locked in our new lower rate and were told it was in underwriting however today XXXX XX/XX/XXXX ) we have been told that since the home is in o family trust ( husband and myself ) that the bank HSBC was not able to do it. this makes no sense as the home has always been in our trust and we did a modification with HSBC in the past with the home in a trust. Did a new law come into effect? This process has been super frustrating, incredibly lengthy and as of today very disappointing. We are good customers of HSBC and have another mortgage and heloc with them as well as bank accounts.
Company Response:
State: CA
Zip: 91011
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: During the month of XXXX and XX/XX/2021 received numerous calls from an unrecognizable number and robocalls from XXXX XXXX XXXX regarding a debt supposedly owed. Upon speaking to someone on XX/XX/2021 ( first communication XXXX the person informed me that they were trying to collect a debt/loan from HSBC bank. I asked the amount she told me in the amount of XXXX or more. I did ask the date of the debt but I can not recall the timeframe. I asked for account number to the alleged debt none was provided. She asked my PII such as last four of social, my previous residential address, the last four of my drivers license number. I explained to her that is not my debt and never had an account with HSBC. She asked me did I want to dispute it I said yes. She asked would I appear for court and pay all legal fees I said yes because I do not know what this is in reference to. That was it. No other information from this company was given. 2nd telephonic communication on XX/XX/2021 I spoke with a XXXX XXXX. I tried to get more information out of him he told me I would only receive something from XXXX XXXX Court and that it will be received via being served to my place of employment or residence. He also verified my PII ( personal identifiable information ). He gave me an account number and then after telling him again that I did not have an account with HSBC he said he would shoot it back to their underwriter to double check the information and that maybe my information was cross matched with someone else. That process was going to take 7-10 business days. I even asked him why haven't I received anything ever from them or HSBC or the XXXX XXXX court which is the response they hadn't approved the " order '' yet, but then checked a system and said it was accepted on XX/XX/2021. On XX/XX/2021 I then contacted HSBC in the charge off department to find out if they had any information on me regarding this account via my social security number because I could not get an account number from PT Account Management. HSBC could not find any information but did say that they could find out more if they had the exact account number. I tried calling XXXX XXXX XXXX again on XX/XX/2021 at XXXX XXXX. Someone answered " mediation '' as they did on previous calls and told me to hold. I held for 8 minutes. They never got back to me. They have caller ID and knows who is calling and I know that because on prior attempts of calling they would not answer and kept forwarding my calls to another extension that no one ever came back to.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: on XX/XX/2021 HSBC restricted my XXXX checking account XXXX without any reason or warning. I have been try to have them remove the restriction by calling XXXX. I do received a monthly income of {$5.00} and my money is frozen with a balance of {$5100.00} on it. I can not pay bill or food or rent. At this point i would like to remove my funds and terminated my relationship with this bank.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX XXXX, HSBC approached us by phone saying we were eligible to refinance our existing mortgage. We own a XXXX apartment in XXXX. Our current mortgage, a $ XXXX XXXXyear fixed loan, was originated by HSBC back in XXXX. The bank offered a very attarctive rate of 2.25 % for a XXXX-year term fixed mortgage, and we took their offer shortly after. We submitted an application for a $ XXXX refinance on XX/XX/XXXX, and locked the rate on XX/XX/XXXX. Our XXXX XXXX management company and ourselves were very diligent in submitting all the required documentation : proof of income, XXXX questionnaire, credit check, appraisal was done on time, etc. It's worth noting that the mortgage being requested is approximately half of the appraised value of the unit, and that our combined gross annual income is over $ XXXX. One of the items HSBC had identified as an issue were XXXX XXXX XXXX XXXX XXXX XXXX violations identified in the lien search. HSBC requested an indemnity letter from the XXXX 's management, which they received on XX/XX/XXXX. On XX/XX/XXXX, with less than two weeks remaining on our rate lock ( rate lock expires on XX/XX/XXXX ), HSBC suddenly expects those XXXX violations to be cured in order to close. By letter dated XX/XX/XXXX and again XX/XX/XXXX the XXXX agreed to indemnify HSBC for all of the existing violations. We pointed out there have been several mortgages in our XXXX that HSBC has closed recently even though there are XXXX violations. We asked for an explanation of why our mortgage is being held up, and asked to see the indemnification letters that allowed the other mortgages to proceed so that we can review the scope of the indemnification with the management company and get a revised letter that would be acceptable to HSBC. We even pointed out that they can redact the letters to protect names and personal information. Everything we have pointed out and asked for has fallen on deaf ears, with the HSBC representatives involved in this mortgage application providing absolutely no constructive information. After pressing the issue several times, asking to speak to managers, we were finally told that the rate that HSBC offered was based on selling it to XXXX XXXX and that XXXX XXXX has certain criteria and restrictions, and were referred to XXXX XXXX Selling Guide. We were told that HSBC could not close on the loan at the locked rate of 2.25 % unless the violations were cured and we were instead offered a mortgage at a rate of 3.492 % - essentially the same rate that we currently have. This is simply unacceptable. In the Selling Guide, XXXX XXXX points out title exceptions in B7-2-05 ( XX/XX/XXXX ) : XXXX XXXX will not purchase or securitize a mortgage secured by property that has an unacceptable title impediment, particularly unpaid real estate taxes and survey exceptions ( emp. added ). Neither real estate taxes, nor survey exceptions are at issue here. The XXXX XXXX Selling Guide goes on to state that minor title impediments must not materially affect the marketability of the property. The lender must indemnify XXXX XXXX ( as described in A2-1-03, Indemnification for Losses ) for any Fannie Mae losses that can be directly attributed to the impediment ( s ). Again, please note that the violations at issue here do not materially affect the marketability of the property. According to data publicly available, there are hundreds of thousands of currently open XXXX violations issued to buildings throughout XXXX. The violations identified in the lien report were not issued to our unit, they were issued to a complex consisting of approximately 800 units ; they amount to {$20000.00} ( please note that our unit alone was appraised by HSBC at {$760000.00}, and we are only asking for a mortgage of {$380000.00} ) ; and most significantly the co-op has issued an indemnification letter to HSBC for all of the violations, which clearly would meet XXXX XXXX guidelines. After reviewing the XXXX XXXX Selling Guide, we see no way that these XXXX violations which are all minor in nature could be interpreted by a reasonable person to fall within the definition of a title exception that would preclude closing on our mortgage at the locked rate. If HSBC interprets open XXXX violations as conditions that would preclude closing mortgages that they intend to sell to XXXX XXXX then that means that most of the apartments in XXXX are ineligible, and thus, HSBC should not be marketing these rates here. If HSBC has closed on mortgages with open XXXX violations then all we are asking for is to share the criteria and examples of the documentation that are acceptable so that we can obtain it and move forward. This is all we are asking for and which the HSBC mortgage team refuses to provide, and instead they give us the runaround presumably with the intent to run out the clock on the refinancing rate lock period. This leads us to one of two alarming conclusions : 1 ) HSBC has been operating in bad faith, deceptive marketing and predatory lending practices ; and/or 2 ) HSBC is engaging in mortgage discrimination. We would appreciate your assistance in getting this matter resolved, as we believe we're being treated unfairly. We're including the indemnity letter the bank deems unacceptable as an attachment.
Company Response:
State: NY
Zip: 10002
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-07
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have a Rewards Mastercard issued by HSBC Bank. On XX/XX/XXXX, I redeemed 20,000 points that I had accumulated as rewards for two ( 2 ) {$100.00} XXXX gift cards. My redemption request was acknowledged in an email from HSBC. After 6 weeks of waiting, I contacted HSBC and ( after about 45 minutes waiting ) I was told that my inquiry was being forwarded to their rewards division and that I would be notified by email when my gift cards were being mailed. As of this date ( XX/XX/XXXX ), I have neither received the gift cards nor have been told when to expect to receive the gift cards.
Company Response:
State: AZ
Zip: 85021
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-07
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/XXXX I was charged {$4400.00} on my then owned HSBC Bank Debit Card. The charge was from the merchant XXXX XXXX XXXX XXXX. I contacted HSBC immediately about the fraudulent charge on my debit card. They reversed the charge opened a dispute and issued me a temp credit while they investigated the matter. I was issued a new debit card and was told by a rep that i needed to wait 60 days for the outcome.During the dispute they allowed XXXX XXXX XXXX XXXX charge the new debit card two additional times in the amounts of {$2200.00} and {$220.00}. After the dispute was resolved HSBC withdrew the temp credit, saying that XXXX XXXX A Car provided documentation proving that I had rented a car and was liable. I requested that HSBC send me the documentation that they had as proof. Upon receiving the documentation ; the documentation didn't not contain My Name, Identification or Signature. It had a completely different name, ID and signature. I contacted HSBC immediately to make them aware that the documents they had as proof didn't contain my Name, I.D, or signature. Another dispute was opened and I was told to wait another 45 days. At the end of that dispute I was still held liable. I was told by HSBC to contact XXXX XXXX A Car to have them reverse the charges. When I contacted XXXX XXXX XXXX XXXX they told me they didn't have any account with my name so there was nothing to reverse. I have contacted HSBC dozens of times about this matter. But have been unable speak with anyone who can resolve this matter. I even was promised to be contacted back dozens of times. And to date I still haven't received correspondence. On XX/XX/XXXX I received a debit collection letter from XXXX XXXX XXXX XXXX to collect a debit on behalf of HSBC in the amount of {$6700.00}. This debt is Fraudulent and there is current court proceeding that has been pursued.
Company Response:
State: NY
Zip: 11433
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: XXXX @ XXXX XXXX I received a Text massage call via my phone ( Hi this is XXXX from XXXX XXXX (? ) Delivery Service calling with an urgent message regarding a delivery for both XXXX (? ) XXXX. Please give us a call to our toll free number well provide you with full detail about whats been deliver and help you reschedule. Also due to the COVID-19 is that were doing courtesy calls before sending anything out. Im. ) I received a voice mail also saying that the Reference number is XXXX and to call XXXX. I called the number and was informed that I had a Balance due on a XXXX XXXX through XXXX from XXXX to XXXX and XXXX XXXX was handling this account and that I had made Payments, I have never had a XXXX XXXX nor have I ever Singed anything authorizing the use of a XXXX XXXX account and I made no such Payments.
Company Response:
State: ID
Zip: 83686
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I tried to close a long-dormant account ( haven't used nor have I had a card for the account since XX/XX/2020 ), account # XXXX. I messaged the HSBC Bank USA department to close the account. I provided all information requested including my social security #. However, their personal details weren't accurate on my account at all ( I've moved out of state to ME since then. ) They updated the information on their end. However, they then advised me that I would have to " Request you to please get in touch with us, once the address is updated and we will process the account closure. '' However, I was not given a firm timeframe for how long it would take that to update ( it reflected on my end immediately. ) This is the second time I have been told to call back 4-7 business days late ( the account overdraft and I transferred in funds to bring it to a XXXX balance. ) It feels like fraud.
Company Response:
State: ME
Zip: 044XX
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I was contacted by XXXX to collect a debt I already paid. Spoke to XXXX XXXX. She stated that a judgement against me. I called back spoke to XXXX XXXX he stated to fax my paperwork. XXXX then called me back to say there was no point. Don't call their office. Hung up on me. The phone number is XXXX XXXX
Company Response:
State: IA
Zip: 52761
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A