Date Received: 2020-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : XXXX XXXX XXXX I have been working with HSBC Bank and their third party mortgage servicer, XXXX. I requested a Mortgage Modification when coming off a period of unemployment to remove my former Wifes name form the mortgage and was directed to apply for an Assumption and at one point was told by a Loss Mitigation Customer Service representative that I needed to go through the Assumption before the Modification. I submitted my Assumption package and Quitclaim in XX/XX/2020 with a check made out to HSBC in the amount of {$2900.00}. At the beginning of XXXX, I was called by a XXXX representative and advised that the Assumption was not assumable and I would be receiving a check. I received a letter dated XX/XX/2020 stating the same with no check and no reference to a check. I sent an email to HSBC / XXXX as directed on XX/XX/XXXX and XX/XX/XXXX asking for an update on my refund. I also called HSBC Loss mitigation ( Dovenmuehle ) on XX/XX/XXXX and XX/XX/XXXX. I was told I could not speak to anyone in the Assumption area ( I had asked for a supervisor ) and was directed to send another email. Dealing with HSBC / XXXX has been horrendous. It is well over 30 days and I am requesting your assistance with my refund. I have enclosed a copy of the HSBC Letter directing me to apply for an assumption, a copy of the cancelled check made out to HSBC as well as copied of my email communications. Any assistance you can provide would be greatly appreciated. Thank you. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, MA XXXX
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: i applied for the card and i did not finish application the company again asked me to come back to finish application i came back to finish and company said refused to accept my application and decided not to aprove my application? even though i had invitation number.
Company Response:
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
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: I filed a dispute on XXXX XXXX for 2 purchases. One purchase was XX/XX/20 for XXXX, and the second charge was on XX/XX/20 for XXXX The card was declining at the stor register on XX/XX/20 so we used an alternative source of payment for the purchases but the card was still charged. The second dispute transaction on XX/XX/20 was an unauthorized debit feoma collection agency that did not have my permission to use that card but the charge was deboted anyway. I have reached out to my credit card company multiple times since the original dispute date XX/XX/20 for the purchases to be credited back to my account and they refuse to do so. I sent them documents needed via fax, mail, email and 4 agents have so emailed that department and they still have not honored my request. They sent me a statement today that still had those charges included on the balance. I spoke to a representative today XX/XX/20 that stated they need receipts for purchases.. but I did not purchase these items at all. I am being treated poorly and unfairly and have have sent in correspondence through 6 agents, both of my email accounts, fax and email. I have done my part but they refuse to help me. I want to file a report of abuse.
Company Response:
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, I tried to make a purchase with my HSBC credit card and it was declined. I called and HSBC suspected fraud and verified my data. After verification, they said my account would be closed down and I would receive a letter in 2 weeks. At that time, they also closed my other credit card as well as my checking account. They also restricted all access to my online account access. I have over {$4000.00} in my account that they will not release and a XXXX balance on both credit cards. I have called numerous times and am only told I will receive a letter in 2 weeks. At this point, they are holding my money illegally and closed my account for an undisclosed reason of which I have no idea.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In XXXX XXXX. I received a {$150.00} offer to upgrade my HSBC choice checking account to HSBC advanced checking account. I upgraded my account on XX/XX/XXXX and met all the requirements, but I never received the credit. I have contacted HSBC twice recently, however they refuse pay the credit. According to the terms, I need to 1. Upgrade your existing HSBC Choice Checking account to an HSBC advanced checking account from XX/XX/XXXX through and including XX/XX/XXXX. I upgraded my account on XX/XX/XXXX. 2. Meet one of the Advanced Qualifying Criteria. Maintain combined U.S. personal deposit and/or eligible investment balances of at least {$10000.00} within 30 calendar days from the date of upgrade to Advance or at least {$5000.00} with a recurring direct deposit from a third party to your Advance checking at least once a month or any HSBC U.S. residential mortgage loan. On XX/XX/XXXX the combined balance of my checking and saving account reached over {$10000.00}. 3. Maintain the minimun Qualifying Criteria for 3 consecutive calendar months from the first full calendar month after account upgrade. Since XX/XX/XXXX, I kept my account balance over {$5000.00} with monthly direct deposit until XX/XX/XXXX, which include 3 consecutive months XXXX, XXXX. and XXXX. However, HSBC claims that the third criteria was not met because it requires XXXX to be included. Since I met the second requirement on XX/XX/XXXX, I didn't meet the third requirement. I can't accept their explanation. It is clearly stated that I have 30 days to meet the requirement, so " from the first full calendar month after account upgrade '' should imply XXXX, XXXX. and XXXX. Otherwise, no one will have the full 30 days window to meet the requirement. In my case, I only have from XXXX. For other people, if they upgrade on XXXX of the month, they will only have 15 days, it they upgrade on the XXXX of the month, there's only 10 days left. The terms of the offer is misleading and self-contradictory. I have met all the requirement and HSBC simply refuses to pay the credit, which is totally unacceptable. The offer confirmation and my checking, saving account activities has been attached for refernce.
Company Response:
State: MO
Zip: 63108
Submitted Via: Web
Date Sent: 2020-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XXXX XXXX, I saw and adverstisment from HSBC for opening an HSBC Premier Checking and get Up To {$700.00} Bonus payable at 3 % of the direct deposit up to XXXX each month for 6 months. I then clicked on the promotion page, and I applied with application ID : HSBC Bank USA, N.A. account application Application ID XXXX I received this : Were writing to let you know your application for a new HSBC Premier checking account was declined because were unable to verify credit references ( XXXX XXXX ). I then contacted the bank. I was told to unfreeze my account, and they will fix it. I was told that I would be eligible for the promotion as long as I meet the requirement. I then follow the same instruction and link after removing freeze from my account. With the customer service help, I got a new application ID : New HSBC Bank USA, N.A. account application Application ID XXXX. After 4 days, I received an email with : Welcome to HSBC Bank USA, N.A. Your online application to open a new HSBC Premier checking account has been approved. I call the bank on XX/XX/XXXX, XXXX XXXX OUT ( XXXX ) XXXX. They confirmed my application and promotion. I waited for the time frame required to get the promotion, and I didn't see it. I call the bank on XX/XX/XXXX, XXXX XXXX OUT ( XXXX ) XXXX. I asked why I have not received my bonus offer. The customer service rep told me that he looked at my account, and usually, I should have received it in the 4th months after opening my account, but he will submit a ticket. I called today, and I was told that after reviewing the account. I am not getting paid base on the bank internal policy. this is outrageous because I follow all instructions, and I had customer service help me with the application. I was also told multiple times that I was eligible, and I need to wait. Now I am told no.
Company Response:
State: MO
Zip: 64157
Submitted Via: Web
Date Sent: 2020-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I secured a line of credit on XX/XX/XXXX, in the total amount of {$26000.00} .On XX/XX/XXXX I filed chapter XXXX bankruptcy and received relief on or about XX/XX/XXXX. I was later relieved of my employment about XX/XX/XXXX. I notified the appropriate parties of my inability to make timely payments ... until I could regain employment. Shortly after that, the creditor stopped billing me for the account. All this occurred around the time of the financial upset of XXXX. Some time later I attempted to contact the creditor and was told by the then parent company that the account could not be located. I put it aside until in XX/XX/XXXX when I then put my house on the market for sale. After a title search, it was discovered that the " deed of trust '', for that loan, was still in place. On XX/XX/XXXX, I then contacted the parent company and was again told that the account could not be located. I then proceeded to request a " release of lien '' and was told that after submitting the requested info, it would take a approximately 30 days for an answer. About XX/XX/XXXX I received another request for more info, of which my attorney either submitted or did not have access to. He then requested a balance due or the release of the lien. There has been no communication since that time. The contract for sale of the property had to be dissolved due to my inability to deliver a clear title and am now unable to put the property on market for sale for that same reason.
Company Response:
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2020-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Submitting a complaint about the rediculous lack of response I am getting from HSBC. I tried to open a new checking account ( my first banking relationship with HSBC ) with HSBC, making my initial {$500.00} deposit on XX/XX/XXXX, and then roughly {$3400.00} was deposited 2x/month via direct deposit starting XX/XX/XXXX, meeting the terms of a new account promotion offered by HSBC. Note - it took about a month from the time I requested the new account before it was created for me - not fraudulent, but really bad service. This in itself may be worth looking into as I dont know if there is some sort of accounting advantage related to how they time recognizing new accts. I inquired about when the new acct premium would be applied, and they sent a secure message on XX/XX/XXXX noting it takes 8 weeks to apply after earned. I gave them ample time to confirm I had met all requirements, and allowed 8 weeks, when I re-inquired in XXXX about the status of my new acct premium. I received a secure message on XX/XX/XXXX that they submitted my inquiry to their " Campaigns & promotions '' department for review and would need 7-10 biz days to compete their research. it is XX/XX/XXXX today ; how are those 7-10 days looking? I've reinquired every month, and received secure messages on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, & XXXX, with each referring to some area of their company working on this. This is a simple research exercise - what were the terms of a promotion that was in effect, and did the customer meet those terms - if no, explain you are sorry and why you cant award the premium ... ..if yes, apologize for the delay and award the premium. This is not hard, and this is not a small company. I must therefore conclude that this company is purposely delaying awarding the {$750.00} new account premium that is due, and there is no reason to believe they are singling me out - this is likely happening to many customers who observed HSBC 's offer, responded and complied in good faith, and are now either battling to get the award they were promised or have simply given up and have been cheated out of what they earned. HSBC makes too much money to nickel dime customers this way, and I'm hoping the CFPB can impose its will to review their new account award advertising, fulfillment, and research processes as you may find gross sloppiness, but I suspect you will instead find proceduralized fraud. I thank you very much for any support you can provide in this effort, both for the fraud I have encountered, and that which I am very confident is happening to other HSBC customers.
Company Response:
State: DE
Zip: 19808
Submitted Via: Web
Date Sent: 2020-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-09
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: I called HSBC in XXXX about two charges on my Mastercard statement which I did not make so I paid everything but those two charges and was told they would be taken off. They closed that account and issued me a new card. Later that month I received an email stating I was delinquent on my account and charged a late fee even though I paid the remaining bill on time. I have sent several letters and copies of my statement to at least four HSBC locations but did not get any response from HSBC. It is now XXXX and nothing has been resolved. Now I'm afraid my credit may be in jeopardy. I just want this to be looked into and resolved. I am very uneasy about not being able to hear back from HSBC which is a large institution. Something is not right.
Company Response:
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2020-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Back in XXXX I opened up a new HSBC credit account and I set it up on auto pay in the month of XXXX on the XXXX day of 2020 before my payment due date & to my knowledge auto pay was to take effect immediately as I receive a confirmation email saying it was set up & supposed to pay my bill for the month of XXXX. I take my credit and credit scores very seriously and I was shocked to realize that my autopay did not go thru as it was confirmed to be active so once found out I called in XX/XX/XXXX to see what was the problem & I spoke to a gentleman by the name of XXXX and i was very taken back by tone his inaptitude to help me and as I explained to him my situation and how I did have auto pay set up prior to my payment which he confirmed was correct but he stated that it takes sometimes a little longer to take effect I was unaware of this because once I set it up it sent me a confirmation email stating it was active. I told this employee how it was now effecting my credit score and showing as a 30 day lateness and my credit dropped from over 800 to under XXXX dropped my score about 90 points and I am trying to refinance my house not to mention the pandemic and the cares act saying these types of negative reporting practices should not be taking effect. I am also a veteran and have a perfect payment history and all my accounts are on auto pay and I have never heard of such a ridiculous thing like it takes more than a month to take effect & however had I been disclosed this information I would have gladly set up other arrangements. but that was not the case and XXXX was very rude and he even was laughing at my misfortune I think his attitude changed drastically once I mentioned I served our country. so right now this really effecting my life I already tried to dispute this only to get no where and I would like to file a formal complaint here with the CFPB before I take legal action because the effect on my interest rates with be so drastic I will have no choice but to take legal action. I ask you to look into this and also the practices this gentlemen used during our conversation which he belittled me and insulted me like I have never expierenced in my life this has cause a tremendous amount of emotional stress and it has effect my home life because now we are in jeopardy of not being able to refinance our mortgage which if it falls through will me and my family for years to come. I believe HSBC is at fault and so does my attorney so I would like to immediatly remove this inaccurate late payment because they did not disclose the length of time it takes for auto pay to kick in. As required by the statues of your complaint laws I would like this investigated and off of my report with 15 days if that does not happen I will have no other option than to take legal action
Company Response:
State: LA
Zip: 70461
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A