Date Received: 2020-10-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In early XXXX, I opened a credit card at HSBC with zero interest for 18 months on balance transfers. On XX/XX/XXXX, I received an email from the fraud department about some charges on the credit card. I called the bank and stated I had not made those charges because I had not received the credit card yet. I was told the credit card had been activated and the last four digits of my social had to been used to activate the card. I asked how could someone without the rest of my information activate a card? I could not get a straight answer from the call center. In addition a random phone number and email address had been added to the account in order for them to receive the pin codes to use the card. On XX/XX/XXXX, I filled a police report and a detective was assigned to my case the following day. I then called HSBC again, and gave them the police report ID number, the detectives name and number. I was told HSBC had begun the investigation on the matter. The following week I was informed by the detective they had found the perpetrator and there was a warrant for his arrest. HSBC was informed immediately, however at this point the detective still had not received a call from the bank. I continued to call to find out the status of my claim but no one could give me answers. In XXXX, I received a letter from HSBC stating I had not made my payments and I would be sent to collections. I called them immediately wondering where my fraud case stood and letting them know that these charges were not mine. I was informed the letter was sent by mistake and I was transferred to customer service. I spoke to XXXX and shared with her my situation and asked if I was now able to transfer my balance onto the new card? She told me that my 60 day grace period had ended and I would be paying interest. I told her I felt this was their fault for lack of due diligence and if there was anything she could do? Otherwise, the card would be useless to me. She looked into it and told me she would have to speak to the " people in the background '' and she would give me a call back. A couple days later XXXX returned my call and said they would honor the initial deal and I could get my balance transfer for 18 months at with no interest. I then transferred the money onto the account. I believed my problem was solved at that point, it wasn't. I have had to call several times every month requesting the interest would be removed from my account. I get different answers every time, some say my grace period had ended therefore the interest can't be taken off. Others have promised to look into it and call me back, no one calls me back. The last three phone calls have been in the last three weeks. I have requested to speak to a supervisor since the call center has their hands tied. The last supervisor I spoke to XXXX said she would call be back it would probably early the following week, never heard back. I called back this past monday and spoke to a gentleman who told me " he would call me back by wednesday latest ''. He was going to find out why XXXX had not returned my call but he will call me back with answers. I told him I was over this issue and it needed to be resolved. I didn't understand how I needed to repeat my story every time I called, did they not have notes on my account and how is it XXXX was able to fix my issue back in XXXX but for the last six months I have had to contact them to fix an issue that was supposedly resolved. HSBC dropped the ball from the very beginning starting with allowing the person who stole my card add a phone number and an email to the account when the card was activated. Since then the poor customer service and lack of resolving my issue is incredibly frustrating and unnecessary.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/20 i sent a check to hsbc bank i waited several weeks for the XXXX to be posted. i call hsbc on XX/XX/20 and spoke with a lady first who passed me off to a manager named XXXX he asked if i was paying off the bill i stated i was putting money on my account and i asked him i he could take the esc money to pay loan off in full.. XXXX stated you cant use that esc money to pay off loan. XXXX then stated all pay off have to be paid off in full by a certified bank check.. i question him on the fact every payment for the last 20 years was cashed and it was from my personal bank acct, XXXX then stated the check was mailed back to me ive waited 10 days and still no check/ now i get a letter saying i am delinquent /where my check. please have some one who is people friendly call me
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I received a letter from HSBC US about my two accounts there, one is a savings account and the other a checking. They are saying they will shut down my account if I don't take action. They gave me 3 options to keep the account open. 1 ) Do a transaction, 2 ) call them, 3 ) provide a notarized signature. 3 ) is prohibitive for me to do 2 ) I tried to do at least 4 times, wasting at least 1.5 hours trying to get someone to answer my question on how to keep the account open. After getting flipped to multiple reps on each call and no one having a good idea of how to resolve this, I eventually gave up on this path. At least 1 time, I got hung up on after being on hold for 20 minutes. 1 ) I tried to do a transaction via their web portal, but they froze me out and asked me to call them. Which I obviously tried to do in 2 ) and was unable to get anywhere after 1.5 hours.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I and the customer service both have tried to talk to the dispute team regarding the XXXX disputes back in XXXX that I never gotten. and the dispute finally gave me a letter that they want me to mail back to them by XX/XX/XXXX how is that even possible and i don't even have a fax machine, why do you guys expect so much out of me during this time of covid 19? please read my attached document i never gotten anything from XXXX i tried to contact them so many time and this is why i'm making this disputes there about 7 or 8 disputes since i never gotten any of the items and i was charged account ending in XXXX. transactions late XXXX and XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX {$370.00} XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX {$130.00} XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX {$320.00} XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX {$10.00} XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX {$10.00} XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX {$77.00} XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX {$36.00} XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX$10.00}
Company Response:
State: NV
Zip: 89122
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
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: Dispute with HSBC credit card company ... ... ... ... .... In re : Credit Card Account ending XXXX ( original account ) In re : Credit Card Account ending XXXX ( new account opened after fraudulent charges on XXXX ) Some quick background. In XX/XX/XXXX, the balance on account XXXX was {$0.00}. Then, in XX/XX/XXXX, two fraudulent charges were made on the card for {$100.00} and {$53.00}. HSBC investigate those charges and found them to be fraudulent. ( Note : HSBC confirmed that in a letter to me dated XXXX, XXXX, XXXX ). That should have been the end of the story. I have not made any charges to either account XXXX or account XXXX since XX/XX/XXXX when my account balance was {$0.00}. At this point, neither account should show a balance. However, I received a letter from HSBC collections department dated XX/XX/XXXX stating that there was a balance owing on account XXXX and that I should give them a call if I had any questions. I called in and reached XXXX in the Collections and Recovery Department. She reviewed my accounts and confirmed that both accounts should be at XXXX and that she would be adding notes to the accounts reflecting her determination. She could see that the accounting mess up occurred around XX/XX/XXXX when the new card XXXX was open up. It looks like the credits for the two fraudulent charges were applied to account XXXX, leaving the fraudulent charges on account XXXX. The credit applied to XXXX was never sent out to me, only a credit check for some misapplied late charges and interest. In closing, as I mentioned to XXXX, I have had to spend way to much time with HSBC over the past 10 months trying to resolve this issue. She agreed and apologized on behalf of HSBC commented that it was a mistake on HSBCs part and that I definitely do not owe anything on either card. However, when I go online and check my accounts at HSBC, I can see that there is still a balance owing on account XXXX with multiple late charges being applied. To summarize : -- {$0.00} balance on account XXXX in XX/XX/XXXX -- Two fraudulent charges in XX/XX/XXXX of {$100.00} and {$53.00} -- New account XXXX opened and original account XXXX closed -- HSBC Fraud Department investigation into above charges determines that they are fraudulent and that I am not responsible for the charges -- I have made no other charges on either card XXXX or card XXXX since the two fraudulent charges were made in XX/XX/XXXX -- Ending balance on card XXXX should be {$0.00} -- Ending balance on card XXXX should be {$0.00} Thank you for your help. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX
Company Response:
State: PA
Zip: 16066
Submitted Via: Web
Date Sent: 2020-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: HSBC CREDIT CARD ending in XXXX now ending in XXXX ; On or about XX/XX/XXXX I received a paper statement showing that the entire credit limit of {$5000.00}. was used. I called and notified HSBC that this was fraud. I had not used my card for anything. The HSBC is a backup emergency card that I do not use. They informed me they would cancel that credit card and send me a new one ; which they did. The letter from HSBC acknowledging the unauthorized use on my card was dated XX/XX/XXXX with the new card, received on XXXX XXXX or so. I then received a 2nd credit card statement with a balance owing of {$210.00} and a due date ( DD ) of XXXX XXXX, XXXX. I called HSBC fraud team again and informed them that these were not my charges and repeated I had not used my card. They said they would remove these fees and charges of the $ XXXX fraudulent cash advance. Then I received a 3rd cc statement stating I had an amount owing of {$220.00}, with additional fees and charges on the original and subsequent fraudulent charges, fees, and interest. I called HSBC on Sun, XX/XX/XXXX and repeated these were not my charges. I was told I would have to call back between M-F XXXX CT. I have called the HSBC fraud team today, XX/XX/XXXX again and asked them to remove these charges. Again they inform me that it will have to be investigated. One fee of {$96.00} was for the check written for the {$5000.00}. How could they even authorized going over my credit limit of $ XXXX? I am sorry but enough is enough. These are fraudulent charges. Further, HSBC had reported late payments to the Credit Bureaus affecting my credit score and these are not even my charges. How can I get HSBC to stop billing me for fees and charges that are not mine? How can I get HSBC to correct their late payment reporting to the credit bureaus? How can this situation get rectified? Thank you.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2020 a transaction for {$160.00} was taken from my checking account when the transaction was declined. I spoke with hsbc customer service and was told to fill out dispute form. I downloaded form, completed and returned. Waited 30 days and heard nothing. Called hsbc customer service and after 45 mins of rep trying to find out why my dispute was stopped/cancelled was told I had to fill out different dispute form because it was an ACH withdrawal/payment! Ok downloaded new form, completed and faxed back ( with verbal confirmation of receipt ). Waited 30 more days with no update. Spoke with customer service and told I would receive an email with update. On XX/XX/2020 I Received email saying, Upon checking the records we notice that, we have received the form but we are unable to process the dispute as you have not selected an option in the form. So I resubmitted the EXACT SAME dispute form because after rereading it I still couldnt figure out what I did wrong ( the hsbc customer rep couldnt figure out what I did wrong or what they where talking about not selecting an option )! THEN when I called to verify receipt of faxed dispute form I was told it was over 60 days and couldnt file a dispute anymore!!
Company Response:
State: AZ
Zip: 85206
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am submitting my complaint to HSBC USA in lieu of an account closure letter I received from them dated XX/XX/2020 without indicating the reason for such act. I have been a customer of this bank for 3 months and opened the account at the branch in XXXX XXXX XXXX on XX/XX/2020. I believe my account was in good standing ever since with no record of any illegal or fraudulent activity. Firstly, I felt such initiative was absurd and unbelievable. I have read stories on the Internet about people who experienced this action from the bank ( HSBC USA ) without any explanation of why such account is to be closed. May it be personal and business accounts, they close accounts randomly without informing the actual reason. Secondly, numerous former customers of this bank shared their anger and frustration as to why their accounts were closed by this bank on an online forum. The action taken by HSBC USA is very inequitable and vague. I opened the account at the branch to build a financial relationship with them and in good faith. However, all is lost for good is what I get. I am requesting that the bank will reinstate my accounts as soon as possible.
Company Response:
State: NY
Zip: 143XX
Submitted Via: Web
Date Sent: 2020-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-17
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I XXXX XXXX paid my last collection today that was a debt sold to XXXX XXXX XXXX. The debt I paid off on a negotiated settlement was originally owned by XXXX, XXXX, and the timeline for a legal collection purpose existed. However, upon a discussion with XXXX XXXX XXXX with my attorney on a conference call with me, it was determined that another collection that was originally owned by HSBC Bank Nevada, NA actually defaulted back in XX/XX/XXXX. So it was determined that XXXX XXXX XXXX acquired a debt that was not valid. Accordingly, this collection should have never been reported on any credit bureau. Therefore, I respectfully request through the Consumer Financial Protection Bureau that this item be removed from all credit bureaus immediately and permanently. XXXX XXXX
Company Response:
State: MA
Zip: 01040
Submitted Via: Web
Date Sent: 2020-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2020 my XXXX and XXXX XXXX ( {$780.00}, XXXX {$87.00} NY XXXX ) was deposited into my HSBC checking account by direct deposit. They have told me on numerous occasions they account was in process of closing and then closed, depending on whom you speak with in the fraud department it is in different stage. On different occasions they have told me that a check was mailed ( 5 times ), in fact a check was never mailed. They are holding my government funds that have nothing to do with another problem with account. At their request I submitted proof 2 times to their efraudprevention email. I have been on the phone with them practically everyday. I also spoke with XXXX XXXX at their XXXX XXXX XXXX branch, she is the Vice President ( XXXX ). I spoke with a XXXX XXXX at XXXX for XXXX XXXX, I also spoke with a XXXX ( unknown position ) at XXXX, she works out of headquarters in XXXX, New York. I have spoke with a multitude of people in the fraud department. I am in desperate need of this small amount of money that I live on sparsely.
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A