Date Received: 2020-12-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I recently set up a checking account with HSBC to take advantage of a cash bonus offer that offers 3 % cash back on all direct deposits for 6 months, up to {$100.00} reimbursed per month. In order to avoid banking fees, I was required to have direct deposits totaling at least {$5000.00} per month. As such, I scheduled direct deposits in the amount of {$2500.00} every two weeks, which came directly from my employer payroll. Once the first deposit went through, I requested a bank to bank transfer from HSBC to my primary bank, XXXX ( The XXXX XXXX ). HSBC froze my account after I submitted the request, stating that it was a security measure. I was passed around to three different departments, all asking me to verify the same 4 pieces of information each time. This includes sending me a code via text message, and repeating it back to the phone rep. It became very clear that HSBC was purposely creating roadblocks for me to access my money because they want to keep it in my account as long as possible. Doing this practice with all their clients would obviously result in material amounts of fraudulent interest being earned by HSBC on client funds which are intended to be elsewhere by the clients. After threatening legal action, I was finally put in touch with someone who unlocked my account. Two weeks passed, and another direct deposit came in. I was able to process my bank to bank transaction of {$2500.00} with no issue. Fast forward another two weeks ( the third direct deposit ) when I attempt the same exact bank to bank transfer for {$2500.00}, and they lock my account again. This time, they made it even more difficult to speak with the proper person ; passing me around three times ( verifying over and over ) only to disconnect my call. When I called back and demanded to speak with a supervisor, I was put on hold for more than 30 minutes before I gave up. I called back and finally spoke with someone who was willing to help after another 20 minutes of being passed around. This person stated that they would notate my account that I would be making the same {$2500.00} bank to bank transfer every two weeks. She then proceeded to release my transfer. 5 business days later, the {$2500.00} popped back up in my HSBC account, with the note that it had been rejected by my other bank. I contact The XXXX XXXX ( XXXX ) immediately. They were happy to help, and stated they had never been notified of the transfer request, that the rejection did not come from them. They also stated a previous bank to bank transaction from HSBC had been processed, so the rejection doesn't make sense. Please note that HSBC required me to verify The XXXX XXXX account by depositing two small amounts and withdrawing them. I state this because there's no way account and routing information could have been mis-entered because it was already verified and stored in HSBC 's system. I called HSBC again, this time with an attorney on the line. Upon notifying the HSBC representative of this, I was promptly hung up on. I called back, this time avoiding any conversation concerning my attorney. The person wanted to verify the standard multitude of non-necessities. It was at this point that it became very clear that HSBC is engaged with fraudulent money handling practices because after being put on hold for 10 minutes to " pull up my account '', the representative came back and asked, " why are you withdrawing your money so soon after the direct deposit? '' Please keep in mind, at this point I've gone through initial two-factor authentication, I've confirmed my SS number, and I've read back the code that was sent to me in real time text message. How does HSBC have the right, now that I've more than validated my identity, to ask what I'm doing with the money? This is crossing a line, and should clearly have legal ramifications. I advised the representative that I wanted to close my account immediately. The representative advised that HSBC would not close my account until I answered his question about what I'm doing with my money. At that point I terminated the call. I am not unable to access my money in HSBC because I refuse to tell them what I'm doing with my money. This is clear cut fraud on the part of HSBC. They are purposely putting up roadblocks for their clients to access their money in an effort to prolong their own interest accrual. I have taken advantage of cash back bonus offers with XXXX, XXXX XXXX, and XXXX XXXX XXXX, and never once had issues accessing my money. Customer service should be there to service customers, not create barriers to liquidity of liquid funds.
Company Response:
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-13
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I requested a replacement card for my HSBC credit card which has a {$3200.00} credit limit at the beginning of XX/XX/2020. Shortly after I received the card I received a letter showing my credit report. I did not authorize HSBC to do a hard inquiry nor a soft inquiry on my credit report. I did not ask for a credit limit increase nor a decrease. Then when I logged on to my HSBC online account, my credit limit was reduced from {$3200.00} to {$500.00}. Ive made payments which ranges from {$200.00} to {$500.00} for months and months that brought down my acct balance to XXXX, which means I have built a solid great rapport with HSBC. Why in the world would they suddenly decrease the credit limit? Its because they pulled my credit without my authorization. They took it upon themselves to do a hard pull without consent so they can illegally justify their action in lowering my credit limit. This is my formal complaint. PLEASE HELP. Cordially yours, XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 91344
Submitted Via: Web
Date Sent: 2020-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: This bank is crazy they lie when I file a complaint they never call me or get back to me just write an email they dont care enough their executive office and not only that I requested a line increase because Ive been with them for a long time and they have never increased my credit limit and they give me a hard time the reasons with their system returned payments when I dont have Any they wont correct or fix this I dont know who to get ahold of now today to my surprise they hurt me more I received a letter that they decreased my limit how is this fair so Im complaining that they wont increase and I dont agree with the reasons and today I get a letter saying they decreased my limit from {$2500.00} to {$600.00}!! This is a joke this is not fair how can they do this to me And get away with it totally unfair how this bank treats its loyal customers
Company Response:
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: HSBC USA has charged $ XXXXmonth on Choice Checking Account of XXXX XXXX XXXX XXXX, Account no. XXXX for about 2 years at over {$300.00} without sending any type of notification or statement to me, the bank account holder. It was not found until XX/XX/XXXX, when I moved to WA and went to HSBC bank branch in XXXX, WA to request for change of address. I found the fee charged in my account and I am very upset. According to the HSBC staff, the fee was charged as the account did not reach the minimal balance requirement and the bank staff informed me that they could not help me to complain or wiave it. Once I was informed of the balance requirement, I transferred sufficient funds into the account to fulfill the balance requirement on the same day. My wife and I called HSBC hotline on XX/XX/XXXX at XXXX and complained to XXXX XXXX. Initially, we requested to talk to her manager, XXXX. However, she refused to escalate and we had no choice but informed her of our complaint for the unreasonable fees being charged in the US checking account. She was not helping me to resolve the complaint at all but making excuses trying to rationalize the charges and put all responsibility on me. The reason for my dispute are based on two key facts : 1. I have over 20 years of Premium banking relationship with HSBC, XXXX. In XXXX, I have opened HSBC US bank account in XXXX through the help of XXXX XXXX branch as I would like to apply for mortgage in US. However, HSBC US Bank failed to process the application on time for my house closing in US. Thus, we did not use HSBC for our US mortgage. After this incident, HSBC is never my key US banker. Most importantly, I have never been advised of the minimum balance requirement in HSBC US bank account ALL THESE YEARS. Service of HSBC bank is terrible!!! 2. The fee of $ XXXXmonth had been applied for over 20 months and I was never being notified. I was being told that this was due to the request for e-statement. However, I had never requested for e-statement. To me, it was an excuse for unreasonable charges and convenience for bank for not sending me statements or notifications on this fee. I am not a computer savvy person and always have the money to fulfill the minimum bank account balance in US if I would have noticed the requirement at the first place. I would not let HSBC charge me for over {$300.00} all along without taking any action. I was both shocked and frustrated to know that HSBC had charged over {$300.00} without sending any type of notification to me, no email or text. This is totally unacceptable!!! What is my right and protection as a HSBC bank account holder!!? Based on the above two facts, I demand for an apology from HSBC US bank for the mishandling and all inconvenience caused on this matter. Most importantly, I demand the full refund on this unreasonable charges of over {$300.00} to my HSBC, US bank acount. HSBC should be fair to loyal customers like me and I should be fully informed of the bank account requirement and charges. Most importantly, I should be protected from unreasonable charges implied to my bank account. I hope that Consumer Finance Protection Bureau can help and protect my right as bank customers for charges we are not aware of and being notified. This is close to a scam and is TERRIBLE!!! Thank you very much for your kind handling on this dispute!!! Best XXXX XXXX XXXX XXXX Choice Checking Account Holder Account no. XXXX M : XXXX
Company Response:
State: WA
Zip: 98056
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I was trying to open " No borders checking account '' at HSBC online with a promotion. I got a lot of tough time. Twice my application was rejected. I reached out to the customer service via chat - got different reasons every time ( essentially which means nobody knows the truth or telling the truth ). Each chat was for 45 minutes each. Finally i was asked to give a call to the online account opening team at XXXX. I called them at around XXXX XXXX and talked to XXXX. She also trying to transfer me to somebody else - phone banking. Nobody at HSBC knows what they are talking about and simply not helping the customer. This bank should be asked to close out it's operation and go out of USA. It is not allowing US citizens to open the account. Application declined Application ID : XXXX Application declined Application ID : XXXX In the past - this online application was stating that i am not eligible for this offer. Both the chat persons confirmed this. Some or the other way HSBC causes issues for the customers.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-06
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have a HSBC Premier Checking account, which was opened under a HSBC promotional offer in XX/XX/2020. Based on this offer, if I have more than {$3000.00} direct deposit to my HSBC Premier Checking account every month, then I will receive {$60.00} bonus each month. Since I opened this account in XXXX, every and each month I have met the direct deposit requirements. Over the past few month, before the last day of each month, I received the {$60.00} bonus posted to my checking account. However, for XXXX, the monthly bonus posting was delay to XX/XX/XXXX. For XXXX, today is already XX/XX/XXXX, but I still have NOT received the {$60.00} bonus yet. I contacted HSBC customer service by email, but they completely ignored me without any response yet. I request HSBC to post the $ XXXX monthly bonus to my checking account immediately, which was supposed to be posted to my account by end of XXXX.
Company Response:
State: PA
Zip: 15108
Submitted Via: Web
Date Sent: 2020-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Checking Premier account was opened by me online via HSBC US website on XX/XX/2020. Upon opening the account, {$25.00} was deposited there from my XXXX checking account. During the time since opening, I made three deposits of {$5000.00} to this account ( initiated on XX/XX/2020, XX/XX/2020, and finally XX/XX/2020 - each clearing several days later ) funding it in total for {$15000.00}. During that time there was also {$0.00} of interest accrued so far. I used this account to fund my stocks trading activity via XXXX brokerage moving money into and out from XXXX account several times with no issues. On XX/XX/2020 after checking my HSBC Premier Checking account balance via mobile online banking app and confirming it has more than {$8000.00} available I have issued a personal check # XXXX in my own name for {$4000.00} and have remotely deposited it into my XXXX checking account via XXXX XXXX feature of XXXX XXXX XXXX. On XX/XX/2020 at XXXX XXXX I received an email from XXXX XXXX ( attached ) requesting me to contact HSBC Fraud Team in connection to recent activity on my account via provided phone number XXXX XXXX. Having no reason to treat this email and instructions in it as authentic I decided to contact HSBC via known to me support Live Chat to verify its authenticity ( attached ). I got a confirmation that the request was indeed from HSBC Fraud Team in relation to check # XXXX. So I made a call and talked to a person with the name XXXX, who asked me to confirm that I did indeed issued check # XXXX in my own name. Ive confirmed that and she said that the transaction is now cleared. Concluding that this was a one time concern, same day XX/XX/2020, I have issued the second personal check # XXXX again for another {$4000.00} in my own name and also deposited it remotely to my XXXX checking account. Late evening XX/XX/2020, while trying to access HSBC Online banking system via mobile app, I was surprised to see that my access has been suspended ( see attached ). I also immediately checked my XXXX accounts and discovered that check # XXXX got bounced, which created a negative balance on my XXXX checking account, causing an overdraft. To avoid overdraft fees I was therefore forced to transfer the needed amount from my other XXXX checking account to cover the negative balance. This, in turn, resulted in a balance on that account lower than necessary to be maintained in order to avoid monthly service fees of {$25.00} dollars, putting me at risk of incurring this fee in the current month of XX/XX/2020. The HSBC US mobile app provided the only available suggested action - to contact the bank via number XXXX XXXX, which I did immediately and after describing the reason for my call I was informed that only HSBC Fraud Team can deal with this issue and I need to call them directly at XXXX XXXX during HSBC open business hours, which are XXXX EST. In the morning XX/XX/2020, I discovered in my XXXX checking account that I was charged a fee of {$12.00} dollars for returned ( bounced ) check # XXXX. I called the number provided by HSBC support previously XXXX XXXX and the person who responded said that I should call XXXX XXXX instead, but they would also go ahead and transfer my call there. They failed to do so as the call got dropped after some waiting on hold and listening to music. Calling back again twice, passing identification again twice, and explaining the situation again twice, after some minutes on hold at around XXXX XXXX I was told that I have to go to HSBCs local branch. On XX/XX/2020 at around XXXX XXXX I arrived at the XXXX HSBC branch located at XXXX XXXX, XXXX XXXX XXXX, XXXX, was greeted by XXXX XXXX Manager Ms. XXXX XXXX, who established my identity by verifying my HSBC XXXX Checking debit card and my driving license, conducted verbal questionnaire about my recent transactions, asked me to set additional secret question/answer pair of phrases, asked me to sign a paper with what looked like an agreement to open a deposit account, but she said this is just a signature card for the bank to have my signature on file ( justifying that they did not have any since the account was opened online ) and also a W-9 form. She also made a photocopy of my driving license for the records. While doing that, she put me on a call with the HSBC Fraud Team via dialing on the branchs internal phone the number I was provided earlier - XXXX XXXX. After verifying my identity and looking into account info, the person ( the name was not provided ) on call has transferred this call to another person, to whom I had to explain again my reason for calling, where I am, and go through the identification process again. Having done that, this person then moved on to talk to Ms. XXXX and identify her via internal bank procedure also providing his name - XXXX XXXX XXXX. After all this hassle, Ms. XXXX relayed to me that there is nothing Mr. XXXX can do and I would have to wait another 24-48 hours until someone from some department would call me regarding this issue. Wanting some more clarity I went back to talk to Mr. XXXX myself and was informed by him that comments made by HSBC Fraud Team were cleared, but there was another comment placed by the HSBC Deposit Fraud team that prevented them from removing the suspension of my account. After asking what exactly is causing the issue I was not provided with any comprehensible explanation and referred to the HSBC Deposit Fraud Team. I asked to transfer the call to that team and Mr. XXXX seemingly did so. Another person responded to the call and after confirming to me they are indeed from the HSBC Deposit Fraud team asked me to again explain the reason for the call, put me on hold, and then with no explanation switched to the automated identity verification system. Upon going through the automated identity verification system I was unexpectedly connected to an ordinary first-line support agent to whom I explained the issue again and asked to reconnect me back to the HSBC Deposit Fraud representative. The person did so and I got connected with again another representative of the HSBC Deposit Fraud Team. I asked that representative to provide me with their employee ID or another way to identify them and received an answer I can not provide you with my employee ID or name, you just call HSBC and that is it. After another round of explaining what my issue is and being put on hold for about 10 minutes call was abruptly disconnected. This call took about 40 minutes in total and ended at around XXXX XXXX. After getting no progress I requested from Ms. XXXX to let me speak to her supervisor and she kindly complied. After 5 minutes of waiting I got another chance to explain the situation to Senior Branch Manager Mr. XXXX, who again could not provide me with any comprehensible explanation on what was the cause of my account suspension beyond some department in the bank placing some suspicion, this sometimes happens with first check issues and in future, you should. We discussed the current balance on the account, options available to me to try to access my funds in form of a cashier check or cash and I also got a reply multiple times from him that there is no way for me to get any documental evidence that my account has been suspended and I have no way to access my money without removing what he called special instruction on my account. Mr. XXXX nevertheless suggested trying to contact the area manager and see if maybe she on her level could remove this special instruction. He said it could take several hours for her to reply, so I decided to take a lunch break and left the branch. While discussing options of retrieving my funds, I believe, Mr. XXXX also resorted to the technique of trying to scare me out of such actions by warning me that there will be a CTR ( Currency Transaction Report ) filed if I choose to cash-out all my funds. XX/XX/2020 at around XXXX XXXX I have arrived back at the XXXX branch of HSBC again where I spoke to the Senior Branch Manager and he informed me that at XXXX XXXX he has received a response from the area manager of HSBC in XXXX California, whose name he said was XXXX ( the surname was not provided upon request ) that she can not remove that special instruction blocking my account and again he can not provide me with any evidence that my funds are made inaccessible to me, suggesting to wait for 24-48 hours until the Deposit Fraud Team will complete their review. Mr. XXXX promised that I will be getting a paper mail letter with an explanation on reasons of why check # XXXX has been rejected by HSBC within 5 to 10 business days. Strangely enough, he has also confirmed that check # XXXX has cleared successfully, although XXXX on their side has put a hold on it till XX/XX/2020, which made those funds also unavailable to me. I was also provided with yet another phone number of the department allegedly responsible for removing the suspension from my account - XXXX XXXX After collecting business cards of the Senior Branch Manager Mr. XXXX XXXX ( XXXX XXXX XXXX ) and XXXX Relationship Manager Ms. XXXX XXXX ( XXXX XXXX XXXX XXXX ) ( see attached ) and recording the name of an HSBC Fraud Team member who was on the call with me while at the branch - XXXX XXXX XXXX, I have left the branch and decided to try to get at least some evidence of funds inaccessibility by using ATM. I tried to perform 2 transactions : checking balance and checking withdrawal of {$20.00} and got receipts rejecting my requests and instructing to contact the card issuer ( see attached ). Having no other options to act on I resorted to waiting. As of XXXX XXXX on XX/XX/2020 HSBC representative, whose name was XXXX confirmed that there were no updates on the issue and I should call in close to the end of the business day on Monday, XX/XX/2020 and that by that time there definitely should be more known or resolved. This makes funds inaccessible to me for 5 full calendar days minimum, which is obviously unacceptable and creates unnecessary financial complications for me and my family. Needless to say, all of the described above events have destroyed any kind of trust in HSBC as a financial institution for me. They also triggered monetary expenses of at least {$12.00} fee for the bounced check and {$2.00} parking fee near the HSBC branch, an estimated cost of {$6.00} for 12 miles driven ( at {$0.00} per mile rate ), as well as a non-monetary burden of at least 8 hours of time and efforts spent in this process, including time for composing this comprehensive complaint. That is if not to mention the potential losses created by making {$15000.00} of my funds inaccessible to me for days.
Company Response:
State: CA
Zip: 94608
Submitted Via: Web
Date Sent: 2020-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-04
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: After reviewing my credit report and seeing XXXX XXXX I had contacted him to provide an original contract between me and them. They never verify the debt. I called XX/XX/XXXX looking to settle this unverified debt. I told them due to covid I am not working but still tried to settle the account for {$200.00} and they told me no. So I decided to call HSBC BANK NEVADA N A who they claim are the original owners and they indicated to me that the account has already been paid off and is closed. Please forgive the negative remark made on my credit report.
Company Response:
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I booked some flight tickets in XXXX using my HSBC credit card for travelling in XXXX. I paid the credit card bill before the due date. Due to COVID, flight got cancelled and airline declined to refund the amount I paid. I raised a dispute with HSBC and they refunded the money in my credit card account in XXXX which resulted into a big surplus balance ( more than USD XXXX ) in my credit card account. I started using that balance by using that card for all my shoppings and other expenses. Till XXXX XXXX, I could use more than USD XXXX. I still had around XXXX XXXX surplus balance left in the account. After few days, when I checked the balance, I found that balance was nil. I called HSBC customer service and found that they issued a check for the balance amount without asking me and they dispatched it through mail. When I called them after few days to inform that I hadn't received that cheque and I wanted the tracking details, they said they can provide tracking details only after 14 working days from the date of dispatch. I waited for 14 working days and then they said they don't have any tracking details since it was sent through ordinary mail. I waited till XXXX XXXX and then called them again and asked them to issue a new cheque, dispatch it through XXXX or XXXX and share the tracking details. They said they will act on it and will share the tracking details by XXXX XXXX. I called them on XXXX XXXX, they didn't have any update. I called them on XXXX XXXX, and they still don't have any update. So after wasting a lot of my time and efforts I don't have any cheque or any money in my hand without any responsibility being accepted by HSBC for the mess they created.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
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, my wife and I visited a beach restaurant on the island XXXX in XXXX and we had a small lunch. Beach restaurants on XXXX often require their guests to hand over their credit card when entering to reduce the risk of patrons absconding without paying. After our small lunch ( six oysters and two glasses of prosecco ), before we even received the bill, the waiter handed back my credit card and a credit card slip that showed a charge of XXXX Euros equating to a charge of US {$1100.00}. This was possible because the restaurant used the contactless payment feature of the credit card which requires no PIN or signature. I obviously protested immediately and demanded reversal of this outrageous overcharge. They completely ignored me, and pretty much laughed in my face. So I immediately called my bank, HSBC USA, from XXXX. My bank advised me to dispute the charge when returning home, which I did a week later upon return to California. However, my bank, HSBC USA, treated this as a billing dispute and asked me to show them the restaurant bill. I explained to them several times that I never received a bill from the restaurant and that the charge should be considered fraudulent and that I never authorized this transaction. My dispute was simply declined because I can't produce the bill. I find it unacceptable that HSBC Bank USA allows contactless payment without any form of authorization for amounts as high as {$1100.00} where the merchant can grossly overcharge the customer and there is no recourse. Especially since I immediately reported this fraud by phone after it happened, on XX/XX/XXXX. This bad-actor merchant in XXXX seems to have figured out that they can fleece their tourist customers and that the bank will not take any action or responsibility for the risks this contactless payment exposes their customers to. In short : an unauthorized credit card charge, with no authorizing PIN or signature, for an amount as high as {$110000.00} that is immediately reported as fraudulent and disputed according to the bank 's processes, should be reversed and not charged to the customer.
Company Response:
State: CA
Zip: 94530
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A