Date Received: 2020-12-02
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Hi, I have opened up a new HSBC premier checking bank account with following promotion- https : //www.us.hsbc.com/checking-accounts/campaigns/checking-offers/ # premier-checking-details I have opened the account from the landing page of their offer. Now, after meeting all terms of the offer, I have not received my bonus. I contacted bank and they gave me 2 reasons for not receiving my bonus and both the reasons are not correct - 1. First reason they gave me is that my bank account was not opened from correct web page which is wrong as I opened the account from their promotional page which i mentioned above and if there is technical back end error due to which the promotion was not applied, then I am not responsible for that. 2. The second reason they gave me is that I had a bank account with HSBC in past 3 years which is incorrect and i have asked for more details around it and the same have not been provided to me. I met all conditions of the promotion and deposited more than {$15000.00} dollars in my account through my employer direct deposit. I am getting denied for my bonus for unjustified reasons. Please help me in getting my bonus. Thanks
Company Response:
State: TX
Zip: 77479
Submitted Via: Web
Date Sent: 2020-12-02
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/XXXX I purchased a pre-order of {$2400.00} ofXX/XX/XXXX XXXX XX/XX/XXXX fromXX/XX/XXXX XX/XX/XXXX using my HSBC Credit Card. The delivery date was to be XX/XX/XXXX. Between those two dates XX/XX/XXXX went out of business and stopped responding to my e-mails. I never received the goods I Initiated a dispute with my Credit Card holder, HSBC USA, on or about the middle of XX/XX/XXXX. In mid-XX/XX/XXXX I moved and I immediately changed my address with HSBCXX/XX/XXXXon XX/XX/XXXX. On XX/XX/XXXX HSBC sent me a letter to my previous address denying the chargeback, because the merchant had provided a record of the transaction. The letter gave me until XX/XX/XXXX to respond. The merchant did not provide proof of shipment. Due to HSBC using a previous address I received the letter on XX/XX/XXXX at my new address. I immediately called HSBC upon receipt of the letter, on the XXXX. HSBC said that the dispute department was not taking calls and that I needed to e-mail them. I e-mailed them and have heard nothing back. When I contacted them via twitter they stated they they respond to all e-mails within two business days. Today is the 4th business day. HSBC is failing to respond to fairly basic dispute. The merchant is out of business and is unable to provide the goods ordered. HSBC is refusing to honor its agreement to process the chargeback.
Company Response:
State: OH
Zip: 44145
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The following describes phone payments I made. I paid {$100.00} XX/XX/XXXX toward XXXX bill. I paid {$100.00} XX/XX/XXXX toward XXXX bill and then paid {$100.00} XX/XX/XXXX toward XXXX bill. Paid {$100.00} XX/XX/XXXX toward XXXX bill. When I got my XXXX bill in the mail it had late payment fee of {$17.00} because apparently I paid XXXX payment too early which was apparently applied to XXXX ( as a 2nd pmt ) and then paid XXXX payment ( pd XX/XX/XXXX ) which was applied to XXXX but considered late. I called the company to ask why and they said I had not made a payment during the billing cycle. I told them their system didn't ask anything about how to apply the payment or to which cycle so I wasn't given an option. They chose to apply it that way and then charged me a fee. They should have asked which billing cycle to apply the payment. Had I known how they were going to apply the payment, I would have made a different choice on when to pay.
Company Response:
State: OK
Zip: 740XX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In XXXX I moved overseas to live and work in XXXX, XXXX. I lived there for five year and repatriated back to the XXXX XX/XX/XXXX due to COVID and death of parent. While I lived oversea, I was a victim of identity theft in the USA. I attempted to let HSBC know but was told there were charging off my account and told if I didn't pay a settlement my credit would be ruined. I tried to explain I lived oversea and used only my XXXX HSBC account and that the charges were not mine. I paid a settlement based on the amount I believe was closest to that truly owed, and to get the creditor off my back. Now that I know for sure this was ID theft and have filed FTC Identity theft and police reports, I have requested that HSBC remove the adverse comments, late payments and charge off statements on my credit and update the credit report to reflect good standing and paid as agreed.
Company Response:
State: GA
Zip: 30518
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: HSBC bank has been misleading, unfair and has discriminated against me as a XXXX Veteran. I believe HSBC has violated federal consumer protection laws or regulations. I was enticed by hungry reps into opening another checking account on XX/XX/2020 with a promise of {$220.00} dollar bonus after 3 months of continued direct deposit. Even though I already had a checking account I was misled into believing that if I opened a new checking account I would get a bonus of {$220.00} and approved without an issue. The bank failed to honor the bonus of {$220.00} and now have repeatedly discriminated against myself as a XXXX Veteran. I have tried contacting them and I have been told there is no record of calls, that I was mistaken, and that the offer has expired.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: In XXXX of 2020 I received an advertisement in the mail from HSBC bank. The offer in the advertisement was that If I open the HSBC account online using the code provided in the mailer I would receive a {$700.00} bonus for opening the account. The bonus would come as a 2 % each back on my direct deposits for 12 months, Up to {$60.00} per month. I set up the account as per instructions and meet all the minimum requirements for this offer : Set-up required Qualifying direct deposits from a third party to my HSBC Premier checking account. In my case, this was direct deposits of my paycheck from my employer exceeding {$5000.00} per month. In the following months I never received the cash back. I have contacted the bank numerous time both via the telephone as well as in person in the branch. I have never been told that I dont qualify for the offer nor explained why it was never fulfilled. I wen to the branch on XXXX XXXX in XX/XX/XXXX XXXX as recently as Middle of XXXX of 2020 and was promised a follow up XXXX inquiry, but never did. The bank failed to fulfill their obligation to me or even provide and explanation as to why they wouldnt. Contacting the bank has produced no result whatsoever. Im left with very few options except to file this complaint and other complaint with government organizations that oversee the bank. Thank you for your assistance with this matter.
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have never received this reported Credit Card account nor ever used it. This account is not mine at all. Therefore Please clear my Record Thank you XXXX XXXX
Company Response:
State: WA
Zip: 98226
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I transferred some points from my HSBC World Elite MasterCard on XX/XX/XXXX to an airlines partner. This usually takes 2-3 days in my experience, but the confirmation and the email always state it can take up to 14 days. Points had not been transferred on XX/XX/XXXX, so I called HSBC. It took me 20 minutes and multiple calls navigating their imposible to use phone system to get a hold of somebody in the rewards department. That person didnt even know you could transfer points to airlines, basically she didnt know her know. So again I had to hang up and call again. Next I got a person who at least had an idea, but asked me to call next day, on the XXXX. I called the next day and every day after that, and nothing. They opened a case for me on the XXXX. Case number XXXX. Every time I call and provide this case number, I get the same answer. Oh you have to call later. No resolution. Nobody knows anything.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started a refinance application with HSBC on XX/XX/XXXX and was approved a few days later with a rate locked in. Over the next several weeks, I went through the lender 's process and provided documents, worked with them to get an appraisal, and kicked off the refinance process with my home 's management company. I was informed that everything was complete on my end on XX/XX/XXXX when I delivered the signed, and executed recognition agreements to the law firm representing HSBC. My experience up to this point was disappointing due to poor communication and lack of updates from my mortgage lender, but it continued to get worse and worse after submitting the recognition agreements. From that point, I stopped getting updates from HSBC and only got one email each week with a document to extend my rate lock which is paid for in points. Since I turned in my recognition agreements on XX/XX/XXXX, I was required to sign 6 rate-lock extensions raising my APR by around 0.5 %. Today, my mortgage broker finally reached out to me with an update only to request me to pay another questionnaire fee ( {$300.00} ) that I had already paid on XX/XX/XXXX. My only guess is that due to the lender 's slow processing times and negligence, some documents expired and they are pushing the cost on to the borrower. Overall, I have been extremely disappointed in my experience working with HSBC. I would not recommend them to any friends or prospective borrower.
Company Response:
State: NY
Zip: 11354
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-17
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I am very upset everytime I request a credit line increase their system declined me and they wont do a manual review on my credit Ive been a good customer but their system declined me for just one reason for one returned payment a long time ago this is ridiculous when I spoke to their underwriting department they told me ask customer service to submit for manual review but when I ask they wont listen to me such a frustrating process
Company Response:
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A