Date Received: 2020-08-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Yes, I have called you guys during the month of may or so, for the covid 19 help, and the guy spoke to me saying that I won't get any interested charge not until XXXX, since you guys wanted to help me during these hard time. and you guys send me a letter saying that you guys would push it all the way until next month .... so why am i still being charge for an interest on XX/XX/2020? I have also contact someone today ( XX/XX/2020 ) and he doesn't seem to know what going on and he told me that it would take him 3 minutes to look up everything but i waited 20 mins just to get a response back ... so you guys are lying to me and don't know how to keep track of time, I hope the whole world see this complaint!! I also dispute many and all of these XXXX transaction since i never gotten the item from them and they closed my account before i could even make a purchase ... ..so why am i stll being charge from XXXX!!
Company Response:
State: NV
Zip: 89122
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I had a CD in the amount of {$6200.00} that matured on XX/XX/2007. My family misplaced the paperwork and recently found it again. It did not roll over as anticipated. HSBC says that they sent it to New York State 's unclaimed funds, but our searches on the unclaimed funds database do not show it there. I would like to claim these funds and have HSBC identify their location. Thank you.
Company Response:
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Sometime before XX/XX/2019, I received a communication from what is now my former bank, HSBC ( " HSBC '' ), about my savings account and the ending of our relationship because I generated more than six ( 6 ) account transfers within a statement period. Since that time, I have had numerous communications with HSBC via telephone, email and their internal communication system offered within my HSBC online account for the return of the remainder of funds in my savings account at the time the account was closed. Each time, I receive a different reason as to why I have not received the funds, including all of the following : verification of residential address, the check was returned based on the residential address on file, the residential address does not match a previous address that was on file, a check will be sent within 7 days, a check was sent. Now, I do not have direct online access to my former HSBC account to continue referencing a direct communication to the funds or my relationship with the bank. Though there was not much remaining in the savings account, it has become a matter principle in HSBC practicing the business professionally with full accountability.
Company Response:
State: CA
Zip: 92236
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I'm looking to refinancing my home mortgage loan away from HSBC is denying me CEMA. I'm locating in New York.
HSBC told me flat out that I'm out of luck. Either I refinance with them or pay taxes all over agin I'm working with XXXX XXXX XXXX Company Response: State: NY Zip: 10541 Submitted Via: Web Date Sent: 2020-08-25 Company Response to Consumer: Closed with explanation Timely Response: Yes Consumer Disputed: N/A
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Date Received: 2020-08-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Dear officers, I am sending this letter to inform you with that my previous lender HSBC did not complete their true investigation regarding unjustified extra charges they made into my account. HSBC charged me the extra amount of {$3400.00} on XX/XX/XXXX ( attach-1, HSBC bank payoffs items, recoverable balances ). HSBC stated that this amount was outstanding foreclosure fees incurred in XXXX. I communicated with HSBC several times and explained that this charge had already been capitalized and added to my new modified loan amount as indicated on XXXX loan modification ( attach 2 ). Per agreed executed Loan Modifications Agreement date XX/XX/XXXX between HSBC and myself, it is implied all late interests, and other amounts ( late charges, unpaid balances, interest penalties, foreclosure fees ) up to the agreement date were capitalized ( summed ) and new loan terms started based on the total sum of {$620000.00}. This above said amount ( {$3700.00} ), had not been disclosed in the Loan Modification Agreement as additional charges. Based on consumer protection act lenders must disclose all charges including late fees, extra payments, penalties and etc. directly and explicitly to consumers in advance. At this time, I kindly request both CFPB and HSBC look into this problem. I demand HSBC to disclose and prove that the said amount {$3700.00} was mentioned ( written ) within the agreed Loan Modification Agreement. I am unfairly double charged. My money should be refunded immediately. Thank you very much for your kind and prompt attention.
Company Response:
State: CA
Zip: 92691
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have several deposit and credit accounts with HSBC and lately there have been several issues with their HSBC Security team, online banking access and their ACH funds transfer system. I have gone through the traditional channels to have these issues addressed, but each time they fix one problem another pops up. Trying to call their 800 number for customer service often results in hold times approaching one hour, even for XXXX customers, which, being stationed overseas, costs real money in telephone charges. 1. The first problem started on or around XX/XX/XXXX when I initiated an ACH ( Bank-to-Bank ) transfer from my personal checking account to a business account at XXXX XXXX XXXX. After about two days I got a vice mail message and an e-mail from HSBC Security to call regarding an issue. Prior to calling, I tried to log into my online account and found it was blocked. Calling HSBC Security, I was directed to speak to a security specialist who, unfortunately ( but from prior experience with HSBC Security is totally not an anomaly ) had the most dismal English language skills I have ever experienced. I could barely understand more than one or two words from every sentence he spoke. After a struggle, I understood him to say that the transfer was cancelled because transfers to business accounts were not permitted. I thanked him and hung up. I then called normal XXXX customer service and reached a customer service representative who was not only failed to understand the issue, but was argumentative and hung up the call on me. I called again and reached a second CSR who explained that any external account for an ACH transfer must share the same name and be a personal account. She stated it is in the online banking Terms & Conditions, but then HSBC has XXXX dozen different XXXX XXXX XXXX so who bothers to actually read them all. In any event, what HSBC should do is warn people when they set up the external account and not even let them enter a name other than the name of the XXXX personal account holder. 2. On or about XX/XX/XXXX, having been told that the ACH transfer was not possible and was cancelled, I set up a bank wire to the same external account. Two days later, I again found my online account blocked yet again and instructed to call HSBC Security. Again, the security representative was exceptionally difficult to understand because of his extremely dismal English language skills. One question he kept asking me was if I had been to " Ooode ''. I had to get him to repeat that XXXX a dozen times before he spelled it out : U T A HXXXX Utah. After that he verified the bank wire and unfroze my account. 3. On or around XX/XX/XXXX, I logged in to see that the wire had been successful. I also saw that they also withdrew the money for the previously supposedly cancelled ACH transfer thus overdrawing my checking account by over {$40000.00}. Ultimately that money was returned to me after three days. Why would they allow a supposedly cancelled transaction to process? Why would they allow a transaction to process that would overdraw an account by over {$40000.00}? Also, why do they block an online account just to verify a transaction? In order to simply log into my account in the first place to even set up the transaction I needed to go through their 2-factor authentication. Then, in processing the ACH or wire transfer I needed to verify an additional two security codes sent over my cell phone. Blocking an online account to later " verify '' a transaction is absurd. And even then, when you call to verify you reach someone insecurity who is functionally illiterate. 4. On or around XX/XX/XXXX I received a letter from HSBC Security stating that a new authorized user was added to my credit card account and that there had been an address change made. Although I knew this was because my XXXX Relationship Manager had followed my instructions to add my wife as an authorized user, I still logged into my account to further confirm. Although my login was not blocked, when trying to view my personal contact data, I was blocked. There is a screen stating there are issues and an error code of GSP-500 is given. I then called and again an hour on hold only to be told they don't know what the issue is and will check.
Company Response:
State: OR
Zip: 97008
Submitted Via: Web
Date Sent: 2020-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened my account on XX/XX/XXXX based on a promotion that said I would get 2 % of my direct deposits in cash up to {$60.00} per month and {$720.00} total. I set-up direct deposits and deposited {$2500.00} 2 x per month into my new account. I have been doing this from Mid XXXX through to today. On XX/XX/XXXX, I went to their online chat to understand the timing of my rewards. I was told that I had not signed up for the {$720.00} reward ( even though I used the post card that offered that reward to sign up ) but I had in fact signed up for the {$470.00} reward which pays the {$470.00} at one time if direct deposits continue for 3 months. I continued to meet the criteria of making the direct deposits which on XX/XX/XXXX HSBC confirmed " I do see that you have met the requirements for this Bonus. However the funds have not been deposited yet, so I will raise a case with the Bonus support to check with them what is the issue and delay. '' Then it took until today XX/XX/XXXX for them to respond to that inquiry filed on XX/XX/XXXX at which point they claimed that " The account was not opened using the campaign page and hence it isn't eligible for the welcome deposit. '' even though it was both confirmed on XX/XX/XXXX that I had and on XX/XX/XXXX that I met the criteria. I would like the {$470.00} welcome bonus which I was told several times I was entitled to.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened this account on XX/XX/XXXX. Until now I have no way to access my funds. They still havent sent me a debit card and now they tell me they are closing my account for security reasons. This is totally unfair business and is illegal.
Company Response:
State: CA
Zip: 91710
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Hi, I am a customer of HSBCnet and I have a business account, in order to log in to my account I must use a security device that generates pass code, on XX/XX/XXXX my security device went dead, I reported this to HSBC and they promised to ship me a new device. It has been 2 weeks since I requested this device and my business operations completely stopped, I can't pay for merchandise, I can't do anything. I have been on the phone with 3 different CS and all of them told me that my devise should arrive soon but nobody could provide any tracking number. I am still locked out of my funds, I have losses and I have to pay penalties for not making timely payments and wires and yet nobody cares about it at HSBC, it is a SHAME!!!
Company Response:
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-19
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I OPENED A CREDIT CARD WITH HSBC SHORTLY BEFORE MOVING AND SUBSEQUENTLY FORGOT ABOUT IT DURING THE MOVE. I RECEIVED A TELEPHONE CALL FROM HSBC ONE DAY ASKING ME ABOUT A RETURNED PAYMENT. I STATED THAT I MADE NO PAYMENTS AND HAD NOT RECEIVED THIS CARD. AFTER SOME BACK AND FORTH, THE CARD WAS CLOSED AND IT WAS STATED TO ME THAT THE CLAIM WAS DENIED. WHEN APPLYING FOR THE CARD, THEIR SYSTEM REQUESTS A MOBILE NUMBER WHICH THEY VERIFY BEFORE APPROVAL. YOU WOULD THINK THAT SAME MOBILE NUMBER VERIFICATION WOULD BE REQUIRED TO ACTIVATE THE CARD. I CONTACTED HSBC TO GET SOME OF THE MERCHANT NAMES AND DATES AND TIMES. I CONTACTED A XXXX XXXX XXXX XXXX. HAVING EXPLAINED THE SITUATION TO THEM THEY PROVIDED ME WITH FUZZY DETAILS WITHOUT BECOMING TOO SPECIFIC. XXXX XXXX XXXX XXXX ADVISED ME THAT A FEMALE USED THE CARD AND ALSO SCANNED A XXXX XXXX XXXX XXXX LOYALTY CARD BELONGING TO A MALE WHOSE NAME DID NOT MATCH MINE. THEY FURTHER ADVISED THAT THE FEMALE GOT INTO A WHITE XXXX XXXX WITH XXXX PLATES WHICH WAS WAITING IN FRONT OF THE STORE. I DO NOT OWN A CAR WITH XXXX PLATES NOR A XXXX. HSBC COULD HAVE PERFORMED THIS SAME INVESTIGATION YET THEY HAVE DONE ABSOLUTELY NOTHING. THE PERSON AT XXXX XXXX XXXX XXXX STATED THAT NOBODY HAD CALLED FOR THIS FOOTAGE TO HAVE IT " FROZEN '' IN THEIR SYSTEM. THE OTHER MERCHANTS I CONTACTED REFUSED TO GIVE ANY INFORMATION TO NON-LAW ENFORCEMENT. DURING THESE CHARGES, I WAS MOVING FROM NORTHERN VIRGINIA TO XXXX XXXX AND WOULD NOT HAVE BEEN ABLE TO TRAVEL TO XXXX XXXX, NORTH CAROLINA AND THE OTHER LOCATIONS. IN ADDITION TO THIS CREDIT CARD, SOME OTHER DOCUMENTS, INCLUDING A TAX FORM FROM XXXX AND XXXX XXXX XXXX XXXX WERE ALSO STOLEN. DURING THIS VERY DIFFICULT TIME, HSBC HAS CONTRIBUTED GREATLY TO THE OBLITERATION OF MY CREDIT SCORE DUE TO THEIR NEGLIGENCE. ONE OF MY ACCOUNTS WAS CLOSED BY XXXX XXXX XXXX CITING THE DELINQUENT ACCOUNT FROM HSBC. CONTACTING HSBC IS QUITE FRUSTRATING AS EVERY REPRESENTATIVE GIVE ENDLESS CANNED/REHEARSED/SCRIPTED REPLIES AND THAT THE FRAUD DEPARTMENT IS NOT REACHABLE AND YOU CAN NOT SPEAK WITH THEM. I HAVE ALSO TRIED TO REFINANCE MY MORTGAGE AND CAR LOANS TO NO AVAIL. HSBC IS CONTRIBUTING TO MY FINANCIAL DEMISE BECAUSE THEY REFUSE AND CONTINUE TO REFUSE TO REMEDY THIS SITUATION. EVERY SINGLE ONE OF MY ACCOUNTS HAS BEEN PAID ON TIME AND WITHOUT A SINGLE PROBLEM IN 17 YEARS. IT DOES NOT OCCUR TO HSBC THAT SOMEONE WOULD NOT DESTROY THEIR CREDIT OVER {$1500.00} WHEN THAT PERSON HAS WELL OVER {$100000.00} IN REVOLVING CREDIT AVAILABLE. XXXX XXXX HAS ALSO PLACED NEW LIMITS ON MY XXXX XXXX ( WHICH I AM PAYING A {$550.00} ANNUAL FEE FOR ) DUE TO THIS HSBC CARD BEING LISTED AS DELINQUENT. I AM REQUESTING ASSISTANCE FROM BOTH CFBP AND HSBC TO REMEDY THIS SOLUTION IN A MEANINGFUL WAY. I SHOULD NOT HAVE TO SUFFER BECAUSE OF A STOLEN CARD. HSBC STATES THAT ALL THE PURCHASES ON THE CARD WERE MADE BY ME BECAUSE A PAYMENT WAS ATTEMPTED ON THE ACCOUNT. I STATED THAT I ONLY HAVE BANK ACCOUNTS AT XXXX XXXX XXXX XXXX AND A SAVINGS ACCOUNT AT XXXX XXXX XXXX XXXX. THE REPRESENTATIVES WOULD NOT TELL ME WHICH BANK THE ALLEGED PAYMENTS WERE MADE FROM. I ALSO OFFERED THE HSBC REPRESENTATIVES THE OPPORTUNITY TO CONTACT XXXX AND XXXX XXXX XXXX UNIONS TO VERIFY THAT NO SUCH PAYMENTS WERE ATTEMPTED FROM ANY OF MY ACCOUNTS YET THEY REFUSED SAYING THAT INFORMATION WOULD BE INVESTIGATED BY THE UNREACHABLE FRAUD DEPARTMENT. THE HSBC FRAUD DEPARTMENT HAS NOT CONTACTED EITHER INSTITUTION AS THEY HAVE NO PERFORMED ANY INVESTIGATION WHATSOEVER. HSBC ALSO STATED THAT CREDIT CARDS MUST BE ACTIVATED USING A TELEPHONE NUMBER ON THE APPLICATION. I ASKED HSBC REPRESENTATIVES WHICH PHONE NUMBER WAS USED TO ACTIVATE THE CARD, THEY REFUSED TO PROVIDE THAT INFORMATION. I INFORMED THEM THAT I HAD DEFINITELY NOT CALLED TO ACTIVATE THE CARD AS I NEVER RECEIVED THE CARD AND DID NOT EVEN KNOW THE ACCOUNT NUMBER AT THE TIME OF THE CALLS. UPON REVIEWING THE TELEPHONE OUTBOUND CALLS, THERE WERE NO CALLS TO HSBC BEFORE THE ONES I HAD TO MAKE TO INVESTIGATE THE FRAUD INCIDENTS.
Company Response:
State: VA
Zip: 23059
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A