Date Received: 2020-12-23
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened acct with HSBC 6 months back after confirming that I am eligible for XXXX $ bonus. contacted them 2 weeks back still no response
Company Response:
State: TX
Zip: 79602
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: On XX/XX/2020, I went to the HSBC bank branch located at XXXX XXXX XXXX, XXXX, VA XXXX to close an old checking account I had at HSBC. The account contained {$1700.00} and had been at that balance for over a year. I asked the representative at the branch if I could withdraw the money and close the account. He said yes, withdrew the money, provided a receipt of the transaction showing an ending balance of {$0.00}, and told me the account was closed. I left the branch and deposited the money in another bank. Recently I received a letter in the mail addressed from HSBC stating : " Subject : HSBC Bank USA, XXXX. Account Number Ending In : **** Amount Due : {$15.00} Dear Customer, We would like to thank you for being a valued HSBC customer and we hope you are enjoying all the services and benefits. We recently notified you regarding the overdraft of your HSBC checking account. Please deposit the amount above to cover the overdraft as soon as possible. This communication is from a debt collector. This is an attempt to collect a debt. Any information obtained will be used for that purpose. '' Evidently they have made an error while closing the account and never did so, then charged me an overdraft and/or low balance fee on the account which they said was closed. I even specifically asked at the branch if the withdrawal could be made, and the account closed, without triggering any of these fees, and their representative stated that it could. So now HSBC has made a mistake closing an account I no longer have, erroneously charged me fees, and sent me harassing letters about a nonexistent debt which I do not owe.
Company Response:
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
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 XX/XX/2020 two unauthorized purchases were made on my card in an amount of {$100.00} dollars each from an unknown merchant XXXX. After noticing the unauthorized charges on my card on XX/XX/XXXX, I promptly contacted my credit card company ( HSBC ) and reported it to them. I was assured that I would not be responsibly for any authorized charges and investigation would be launched within 10 business days. HSBC makes claims on their site about {$0.00} Liability, Online Guarantee ( You don't pay for unauthorized charges. ) See : XXXX XXXX XXXX # liability After 3-4 days of not having hearing anything back from HSBC and not seeing any provisional credit in my account I once again contacted HSBC to try to figure out what was going on. After about 40 minutes of given the runaround by a customer service rep I was transferred to the fraud department and was told that investigation was ongoing and that I would be provided back with credit within 10 business days. On XX/XX/XXXX, two {$100.00} adjustment charges were credit back to my account. Once again I have heard nothing back from HSBC and assumed the investigation was concluded and the charges were reversed. On XX/XX/XXXX, I noticed the reversal of the charges again and once again two unauthorized charges appeared back on my card. Once again, without any communication whatsoever. Upon noticing the reversal of charges on XX/XX/XXXX I once again called HSBC to get clarity of what was going on. I was connected with one of the customer agents XXXX but after spending over an hour on the phone she couldn't explain to me what was happening or why the charges were back on my card. At one point even mentioning that it was " bizarre to see the charges back while the investigation was still open ''. I asked XXXX to keep on investigating and give me a call back when she had more info. On XX/XX/XXXX, XXXX called back and left a generic messaging asking me to call HSBC back. Unfortunately she did not provide me with her direct phone number and instead left a general help number XXXX. Upon calling back HSBC on XXXX XXXX, the new customer support agent XXXX spend an hour keeping me on the phone while giving me the run around. At one point she was " trying to connect me back to XXXX '' and her supervisor when I got frustrated after being holding for 45 minutes. When requested that I connect to a fraud department supervisor I was told that wasn't possible but the finally found some notes that my claim was denied. When I pushed XXXX for me details of who made the purchase, what was purchase and when was it shipped I was told she didn't have those details but since I requested them a supporting proof of documentation would be emailed back to me and I would receive a call back from a supervisor. On XX/XX/XXXX i received a letter in the mail backdated back to XX/XX/XXXX, stating that " After careful review of the circumstances and the information you provided, we have denied your claim. Therefore, you are responsible for the Account Balance as set forth in your Cardmember Agreement and Disclosure Statement. If you would documentation supporting our decision please contact us ''. Having not heard back from the supervisor nor having received the supporting documents of the investigation like I was promised on XXXX XXXX, I once again called HSBC on XX/XX/XXXX to get more details of the investigation and " proof of purchase '' they had previously promised me. I once again re-iterated to the agent that I never made the purchase and the charges were not authorized by me. After spending another 36 minutes on the call i was finally told that the reason my claim was denied was because HSBC received supporting documents that the merchant shipped the merchandise to the " address on file ''. They refused to provide me with basic details of what was the purchase, who purchased it, when it was shipped or a tracking number. The agent claimed that she " did not have access to view the supporting documents ''. They stated that the decision was final, there is nothing they could do about it and I should contact the merchant if i wanted any further action. I was once again told that supporting documents would be emailed to me to review. When pressing to speak to someone who can access the documents I was once again place on hold and 5 minutes later promptly hung up on. After once again waiting few days to receive a copy of supporting documents and hearing nothing back from HSBC I decided to contact the merchant to see if they could shed some light on the situation. After XXXX the merchant XXXX XXXX I quickly discovered that the merchant was an XXXX company that had no US phone number or US based operation. This reaffirmed that the transaction was a fraud but decided to proceed anyway to see what info the merchant had. After chatting with XXXX XXXX 's customer care agent XXXX ( see transcript of conversation attached ) I quickly discovered that nothing was ever shipped to my address since the fraudsters used my credit card to purchase gift cards. Those gift cards were then used to purchase other merchandise on the site. Upon requesting to confirm that the purchases made with the gift cards were not shipped to my address the agent would not provide any more info but did reassure me that all that info was previously provided to my bank. " We apologise that we are unable to provide any further details on this to you. The original purchase made on your card was for a gift voucher which looking further has since been used to purchase product online. Please know that all relevant details surrounding the purchase do follow protocol and your bank will have all of this information to provide the authorities ... '' It is now becoming perfectly clear that HSBC never conducted a proper investigation or established that the charges were authorized by me. Instead all they confirmed was that my address was used to purchase the card, yet did not even bother to confirm that nothing was ever shipped to me. I have no idea how they are substantiating the claim that the merchandise was shipped to the " address on file ''. The whole investigation is a sham of a process. HSBC failed to protect my account. Violate my rights under FCBA by failing to conduct proper investigation. Failed to provide me with evidence ( as required by law FCBA and previously requested ), and making me responsible for unauthorized charges that were never authorized by me ( another FCBA violation ). They are simply trying to get out of their responsibility under FCBA and their " {$0.00} Liability guarantee '' and simply make me the responsible party for the fraudulent charges. HSBC has a history of shady practices, money laundering and covering things up and this example is no different. Looks like their never learned from their mistake. https : XXXX
Company Response:
State: CA
Zip: 94530
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: I had received a letter from XXXX XXXX XXXX regarding a credit/ debit bank account that was supposedly opened under my previous name XXXX XXXX XXXX from a bank in Nevada which I in fact NEVER had opened. I called the bank explaining the collection letter I received, they had searched high and low using my social security number my married name and my maiden name all which could not be found anywhere in their system..what I was told was to contact the fraud.gov and explain my situation and how these letters are trying to impersonate a company by saying they had an account when In Fact no such account has been opened and they are asking for the customers to repay the banks back giving discounts if we could pay back the money by a certain date.. I have not not will I pay anything to these scammers
Company Response:
State: CA
Zip: 92083
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: At XX/XX/XXXX, I made a wire transfer through a HSBC branch to an Escrow company 's XXXX XXXX XXXX account, the amount is {$8000.00}, until XX/XX/XXXX, the escrow still didn't get the money, then I requested to withdraw this money, as of today, still didn't get any update from HSBC, I called them everyday, then everyday they just told me they are waiting response from their back-end department.
Company Response:
State: CA
Zip: 91362
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Assumption process has started in XX/XX/2020, poor customer service with lack of communication, fees for the assumption have been cashed around the end of XXXX with still being told that the loan is being reviewed by underwriting. Unable to get an exact date of when the assumption process will be completed. Have been calling on a weekly basis to only be told that the account is being reviewed. The customer service is unable to answer any question, with blind transferring to other lines.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/2020-XXXX XXXX XXXX XXXX XXXX approached me to see if I was interested in purchasing a home in the New York area because I had been wanting to invest some money on purchasing rental property for a monthly income since I had retired. I responded and told him yes, what did he have and how much. I told him to send me the info on the property that I could purchase so I could look it up on the internet. He said it would cost me {$2700.00}. A woman he was working with stated that they were selling these properties because of a special government grant for foreclose homes and there was an abundance of them and they could be purchased for a very low price. Two had already been sold so if I was interested I needed to hurry with the money before they were all gone. XX/XX/2020-XXXX XXXX XXXX XXXX texted XXXX XXXX XXXX the following message : 'I found XXXX mother a house its {$2600.00} though in XXXX 4 bed 2 bath. '' She sent:XXXX XXXX - " https : XXXX '' ; XXXX XXXX. - '' this is a different one. The other one sold. XXXX XXXX '' You gon na want to get the other property? '' Monday, XX/XX/2020 XXXXXXXX XXXX - " Hey were you able to get the money everything is done just got ta wait for the paperwork that's gon na b mail to you. '' XXXX XXXX.- " I stated Ok, thank you. '' Tuesday, XX/XX/2020 XXXX XXXX. - " Routing XXXX, Account XXXX, XXXX XXXX, XXXX XXXX, NY XXXX '' ; XXXX XXXX - '' XXXX XXXX ''. at XXXXXXXX XXXX. I ask What Bank is this going to, please? XXXX Also, what is the amount? XXXX XXXX- '' {$2700.00} '' I said OK. " HSBC '' XXXX XXXX - I ask did she get the picture and address? XXXX XXXX -XXXX answered, " She getting it for me now. '' XXXX XXXX " Is this the address of the bank? response : XXXX XXXX - '' No, hers ''. I told XXXX XXXX ; XXXX XXXX - I needed the bank address for my bank to send the wire to??? '' He gave it to me. XXXX XXXX. I told him the money was on it way. I pray this is all legit ; I am nervous because I do not know anyone, very nervous. XXXX XXXX said don't be ; she is gon na send me a contract stating that if anything goes wrong she would refund me the money with no problem. She gon na send me a contract. Then I asked him to ask her since it was a federal program and the purchase was so low did she know if they had this program here in XXXX that I could look into. He stated she was going to find out right now and would email me everything. She also sent a house in XXXX XXXX in XXXX XXXX, PA XXXX with a potential profit of {$38000.00}.
Company Response:
State: KS
Zip: 672XX
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: A few month ago I opened 2 business checking accounts at HSBC. At the time of opening I was asking specific details on what what business does & sources of income. I explain I do XXXX XXXX and my main ( although not all ) source of income will be from XXXX collected. I then made it very clear to XXXX my Relation Manager that since the state pays via XXXX for the XXXX of my XXXX, I will have to submit a form to the state that going forwards they should deposit the funds into this new account which I opened at HSBC, I then reiterated to my relationship manager XXXX that since were currently in the midst of a Pandemic it can take up to 90 days for the state to process my request to change bank accounts, therefore he shouldnt wonder if/that there wont be much activity for the first 90 days. Approx 3-4 weeks after my 2 accounts were opened I deposited in each account a {$500.00} check which came from my personal account I have st XXXX XXXX. Them until approx a week ago I believe there was no activity. Then approx a week ago I owed someone {$100.00} so ( because HSBC offered me the ability to send wire transfers for free ) I wired that person {$100.00}. Following that I deposited a {$19000.00} check which came from my current places that Im banking at, which is XXXX XXXX XXXX XXXX, and in the check I wrote Transfer, I basically began slowly moving over my funds from XXXX XXXX XXXX to HSBC, that same day I also deposited another check for {$800.00} which was given to me by my mother ( her business ). Then 2-3 days later I deposited another check from XXXX XXXX XXXX for {$18000.00} & again wrote on the check transfer, and the same day I also got a {$2000.00} check from a company I do business with, so I deposited that in HSBC. This is exactly so deposits made into my HSBC account from when it was opened. Then on XX/XX/XXXX, I got a margin call from my Brokerage Firm XXXX and I had to come up with {$20000.00} immediate to cover the margin call. Now Id like to note that we can all agree that theres absolutely nothing wrong not illegal for a business owner to take out money from his own business account for personal use. In fact if a business owner is not allowed by law to withdraw funds or profit from his business, then we can all agree that nobody on this world would own a business. Back to my Margin call. The fact is, and youre very welcome to verify it, that XXXX XXXX XXXX XXXX dont have the ability to send wire transfers. Do being that I did have this capability at HSBC and being that theres absolutely nothing illegal for a business owner to withdraw funds from his own account, I wired {$20000.00} from my HSBC account I into my XXXX XXXX account to cover the margin call. Then on XX/XX/XXXX I was playing around with the HSBC mobile app, and I realized that theres a feature to send a wire transfer directly from the mobile app. So I wanted to see off it actually works, so I send a {$50.00} wire to the guy I send my first {$100.00} wire, since he was already saved as a recipient on my HSBC account. Of course I notified the guy that he might be getting {$50.00} in his account and explained why. Then on that same day XX/XX/XXXX, it was a free minute after XXXX oclock, and I wanted to login to my XXXX brokerage account to check on my stock positions. But I get a error stating that my act no longer exists. I began panicking and immediately called XXXX, and I was on hold for approx a hour until a representative answer my call, during this hour as I was on waiting to get through to a representative my friend that got that {$50.00} wire called me non stop, so I figured its probably emergency, so I answered, and he tells me that his bank ( XXXX XXXX ) froze his account and they ate refusing to release any money from it, and he called XXXX and they told him that the reason is because XXXX called to notify them that my business account seems to be a huge scandals or whatever they were thinking and the believe that hes involved with this scandal therefore they will not release his funds and they restricted his accounts. I then tried logging into HSBC and I wasnt able to. By note a XXXX representative finally answered my call, and in short told me that were informed that my account is involved in a HUGE SCHEME, therefore they can not release my funds and they can not discuss any further info. I need the CFPB t to understand my entire my saving was in my XXXX account. I have this XXXX accounts for 11 years already, my balance is {$75000.00}. After this call I called HSBC, and every representative gave me a different story, they were mumbling as if they were trying to avoid answering me. So you called again and again until I was told that I need to reach out to my relationship manager and he will tell me exactly whats going on. So I called him and he had no idea that something is going on, he was shocked as well. I explained him that he must help me because every representative I call tells me that I can only speak to you. He began pancaking and perhaps even felt guilty for this huge damage I had, so he began making up excuses, but non of the things he did was true. I was in such despair that I told him if I dont get a straight and true answer I will not hesitate to bring legal action to the full extent of the law then he began mumbling and saying Ummm Ummm, first I need to understand something, even you opened this account you did its to collect rent checks, an I right? I said OK THEREFORE? He began saying, look your deposited 2 big checks from that other place youre banking with and, after constantly proving his that whatever hes saying in non sense, he began yelling at me and said you anyways threatened me trust youll take legal action, so theres nothing I can do for you, and he hung up the phone on me.
Company Response:
State: NJ
Zip: 07087
Submitted Via: Web
Date Sent: 2020-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit report. Im requested the verification of the inquiries and the method of verification. On XX/XX/XXXX, XXXX, on XX/XX/XXXX, XXXX XXXX/XXXX ( the report does not include information about the creditor ) and on XX/XX/XXXX, HSBC BANK USA XXXX ( the report does not include information about the creditor ) add a hard inquiries on my credit reports. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries. To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
Company Response:
State: FL
Zip: 33009
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Calls me up to 2 times a day.. Monday-Friday, for the last month, number comes up as scam, sometimes leaves a message, but otherwise keeps calling ... .to many dates to type how many times they have been calling me the last month..
Company Response:
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A