Date Received: 2020-08-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am in the process of getting a HELOC from HSBC and am getting ignored by the bank for the past 3 weeks after they had sent me a letter of conditional approval. The customer service provided is by far abysmal. XX/XX/XXXX - I received an email from XXXX ( mortgage processor ) on the conditional approval and a note that she will reach out within 5 business days for next steps. " I will contact you within 5 business days to address any questions you may have and review outstanding documentation. XXXX - 5 business days have passed and NO ONE from HSBC reached out. I sent a note to XXXX and CC'ed XXXX ( mortgage consultant ) as a follow up. And to my surprise XXXX is out of the office and XXXX XXXX ( mortgage processor ) would be the back up contact. XXXX - XXXX XXXX for help on the next steps. No response. XXXX only provided an email and no phone number. So was only able to email and cant even call. XXXX - Reach out to XXXX again for support. No response. Even called him multiple times. No one answers the phone with the answering machine saying to email. XX/XX/XXXX - Tried calling XXXX again to no response. Why bother having a phone number when no one answers? XX/XX/XXXX - Called customer service and they advised would reach out to the Manager to check on status. XX/XX/XXXX - NO RESPONSE FROM manager either and its been 6 days. Seems like a pattern here of just ignoring customers. Reached out again to customer service for update and was told someone was looking into it. XX/XX/XXXX - Called customer service again as this is just getting ridiculous. Finally got someone on the phone who seemed to actually care and will follow up with the Manager again.
Company Response:
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-16
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Dear sirs, We have been clients of HSBC Bank since XXXX. First abroad and then in the USA. But since we are XXXX and dont live in the USA, we have just maintained our account, and we used to receive statements by the post. Suddenly they have stopped arriving, but since it is not our main account, we haven't noticed. It hasnt changed the balance over the years and we weret worried about it. In the beginning of XX/XX/XXXX we received an email from the manager, saying that the account is negative. And a week later 2 cards by post office - dated XX/XX/XXXX and XX/XX/XXXX. We are astonished to get acknowledge that our account has been emptied, without a single email notice, or written letter, explaining that there would be a monthly charge of US {$50.00} if the balance was below a minimum balance of US {$75000.00} after a determined date! We checked the account and was successful ordering previous statements ( online, inside the accounts service ) - that the Bank sent by mail - the envelope arrived fastly. More astonishing - they began deducting on XXXX XX/XX/XXXX. 4 managers took care of the account since then. NONE OF THEM, NEVER, HAS EVER INTRODUCED THEMSELVES, CALLED OR SENT AN EMAIL OR A LETTER - NONE EVER PRETENDED TO TAKE CARE OF THE ACCOUNT OR CARE FOR THE CUSTOMER. NONE OF THEM GOT IN TOUCH TO OFFER TO LOWER THE CATEGORY OF THE ACCOUNT, TO BE CHARGED A MONTHLY FEE OF US {$3.00}. On XX/XX/XXXX I got in touch thru a chat, explained the case, asked for a ombudsman contact, but the answer is that nothing can be done, and that there isnt an ombudsman contact. The attendat offered that the accounts manager gets in touch, bus this hasnt happened. I asked for the cHat transcript thru e-mail, I gave 2 email addresses but hasnt received it in any of them. Fortunately I saved a pdf copy of it. Today, XX/XX/XXXX I tryed to check the balance in order to check if they continue debiting the account, but theres a message to get in touch and I cant access the extract or balance. We kindly ask you to refund our account, since we didn't have at all the opportunity to make a deposit and adequate to the new conditions of the bank. We were deeply harmed by this situation and it is not fair to face such a great loss inadvertently. We just want to be refunded and proceed the account closeure, with minor prejudice We really appreciate your best efforts and attention in advance,
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I received a text message from XXXX, debt collector XXXX XXXX on XX/XX/2020 regarding a debt of the credit card. Also, it stated that I should contact this office in order to prevent further consequences. On XX/XX/XXXX, I called the office and I spoke with Ms. XXXX to send me the information through my e-mail so that I can check my credit reports Bureau. She sent me a letter with the information : the creditor 's name is Household, account # XXXX with a case file # XXXX the Balance of the debt is {$3700.00}. On XX/XX/XXXX, I got a message through the voice mail from Ms. XXXX regarding the complain that I have been filed against me and need to call urgently to solve the issue and prevent further actions. I spoke and checked with the Credit Report Bureau Representatives and he told me the above creditor 's name and account number does not appear on my credit report in all three agencies.
Company Response:
State: NY
Zip: 11379
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I had a checking and savings account with HSBC for over about 10yrs over those period of years, I was having concerns with my account transactions but because I was reluctant to change a bank, I continued with them until about a year ago, I finally had enough of my account not being accurately reflecting my actual amount deposited and withdrawal. As a result, I contacted them and closed the account. Few months after closing the checking account, I notified them and went to one of their branches in XXXX XXXX, and worked with them to close my savings account. At that time, the never informed me of owing the bank. After few months, I started receiving letters from the bank that I am owing them {$250.00}. I asked how come I was owing and what did I buy from them to be owing them. I dont even have their credit card per-se, but they were not able to explain to me how I was owing them just because I closed my account. If I was owing why did you allow me that o close my checking account and even came to your office and finalized for closing the savings and nobody said anything. I keep ignoring their bill until they sent the bill to collection which has affected my credit score. Please reach out and let them remove that from my credit score, thanks.
Company Response:
State: NY
Zip: 11358
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I signed up for an HSBC premier checking account in XXXX in order to get the advertised 3 % bonus on my direct deposits for up to 120 $ a month. In the terms and conditions at the time I did not see anything about there being a XXXX $ monthly deposit requirement in order to receive the bonus. I even called in to double check the requirements and the rep on the phone never mentioned the XXXX $ / month requirement. I think this offer is extremely deceiving because if you do the math ... You have to deposit XXXX / mo to get the bonus You can only get MAX XXXX / mo bonus XXXX = 2.4 % bonus NOT the advertised 3 % This is false advertisement plain and simple. The XXXX $ requirement was not listed on the offer when I signed up. Furthermore I never got a letter or any email confirming the terms and conditions. 3 % of XXXX ( which is what I've been depositing ) is XXXX $ a month. The way this offer is set up is deceptive plain and simple. Please call me to discuss this issue Thanks
Company Response:
State: CA
Zip: 95120
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a XXXX Checking account on XX/XX/XXXX under a promotional offer on the banks homepage. I completed all the requirements and did not receive any bonus. I reached out to a representative on the support phone line who told me everything looked good and that i should expect the bonus at the end of XXXX. When nothing showed up i reached out again via chat support and spoke to a new representative who assured me the bonus would show up in the next week. Again nothing came. A few weeks later ( XX/XX/XXXX ) I contacted the bank again and spoke to a representative named XXXX who said that i actually would not qualify for the bonus because i did not follow the terms. When i explained that i had in fact followed the terms and provided proof of that, the representative became aggressive towards me and was insistent that I had done something wrong. I asked to speak to a manager and talked with a very helpful individual named XXXX. XXXX offered to open a case and look into things because from his end he believed i should have received the bonus without issue. About a week later i spoke to XXXX again and he said that the management above him told him that i would not qualify because i applied to the account at the end of XXXX ( I think they said XX/XX/XXXX ). I explained that I had opened the account at the beginning of the month and i even had transactions from the first couple days of the year. He was as confused as I and offered to reach out again to his bosses for clarification. Another week went by and I heard from XXXX on the customer service chat. He explained that upon review i would not qualify for the bonus because the promotional offer was never linked to my account. I asked how that could be as multiple people before him had confirmed that the bonus offer was linked, I qualified, and I should see the account bonus soon. I even sent screenshots of my application with the bonus offer to XXXX. He said he really couldnt do anything else and that i should fill out a survey and could maybe get a response. He explained this this often happens, frontline support tells customers the wrong info or there are promotions that do not attach properly and that he had exhausted everything he could do. I am incredibly frustrated and feel that I was taken advantage of in this process. I held many thousands of dollars in this account for about 8 months and at the end was told that I never qualified and no one can make things right. I believe this is incredibly dishonest and ethically atrocious. I closed my account with HSBC earlier this afternoon. I think the only way i could be convinced that this wasnt a XXXX grab for new customers and inflated numbers would be if anyone could make this right. Nevertheless I intend to spread the word about my experience online and to everyone who is considering an account with HSBC. I wish this experience was better but this is the reality. I would like to be contacted should anyone wish to make this right. Thank you.
Company Response:
State: MN
Zip: 55408
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: On XX/XX/XXXX, I opened an account with HSBC. The account advertised {$600.00} ( {$100.00} XXXX per month during the first 6 months after account opening ). I called HSBC 5 times shortly after opening account online to confirm offer. The customer service representatives ( CSRs ) hung up on three times, got transferred once and finally the last CSR said for me to close account and reopen it however I could not do that on the call because my funds were not received. I also received 4 emails from HSBC that I did not read till XX/XX/XXXX. First email, stated my application ID XXXX time out. Second email, application XXXX was approved. Third email, provided me with the activate link and instructions of a 6 digit code that I deleted on the XXXX. I had no idea why I was getting 4 emails and a code to activate the account. Did the account opening platform failed to give me this information? The CSR certainly didn't tell me I had to activate the account. I don't think that I should have to open another account to have the bonus offer applied per the CSR instructions. Additionally, when you open an account the instruction that were sent to my email should be disclosed. How would I know that there would be 4 emails and a text following to activate an account.
Company Response:
State: AZ
Zip: 85254
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XXXX closed my account and took position of my money when I contacted them the local branch had no idea why it was closed or where my money was. They said they would look into it and call me right back. After 2 days I had to call back but they could not tell me where my funds where. And after talking to them I realized that had informed them on XXXX different occasions but they never changed my address. The manager said he would contact the main office and find out where and when I will receive my funds. I have now waited a week and I have not heard from them. The bank is XXXX XXXX XXXX XXXX, XXXX, VA XXXX
Company Response:
State: VA
Zip: 20191
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-07
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: During the week of XXXX I attempted to add my wife as a joint tenant owner of my already-existing HSBC checking account XXXX. Did this while calling XXXX. The phone agent asked for my wife 's social security number and phone number. The phone agent tried to send my wife a code to her phone, but that process failed for unknown reasons. One agent said that my wife would need I needed to speak with credit reporting agency XXXX. A supervisor man who I spoke with on XXXX as called from XXXX said that there was No remote route to having a joint tenant added if their phone & social security number entry process failed. But no agent can tell us why the process is failing. A person can go into a branch, but there's no HSBC branches near me and my wife. HSBC utterly and absolutely refuses, to add my wife as a joint tenant owner of my checking account XXXX. HSBC refuses to accept mailed-in identification verification of my wife. A phone agent supervisor told me today that mailed in info on this front, will not sufficient and will be rejected. HSBC can not tell my family why my wife 's phone number can not be transmitted to verification-wise. HSBC is a highly unfriendly, and hostile bank. Hostile to married couples. Hostile to families. Hostile, in general. And unhelpful. And rude. Iron fisted, and a brick wall. Attached is a letter I have mailed to the CEO of HSBC North America. However I doubt this letter shall have any effect, but a phone supervisor already told me that mailed in info on these fronts will go nowhere and have no effect. HSBC refuses to add wives as joint tenants to checking accounts. When the adding process doesn't work, they have no workarounds, or even explanations as to why things don't work. They offer nothing but obfuscation and a brick wall.
Company Response:
State: UT
Zip: 84121
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was issued a 1st and 2nd loan ( HELOC ) in XXXX from HSBC for the purchase of my primary home. In the XXXX housing market crash HSBC forced me into a 'workout program ' at day 176 of delinquency which put me in a 40 year variable 1st and variable 2nd ( HELOC ) for a total principal amount that exceeded my homes value by over $ 200K! Over the past 15 years, my interest rates have slowly and continuously climbed up to unreasonable levels. From XXXX to present, I tried multiple times to get HSBC to convert my 2nd to a fixed rate, because the variable rate is so high I can't afford it. My credit score is OVER 800! I would qualify for everything! Today, I am stuck in a pickle in which my homes value is still {$170000.00} below what I owe to HSBC, and HSBC 's answer over the last 5 years has remained ... '' Too bad, we can't help you and nobody else will consider taking you either ''. With COVID I lost my XXXX and my family. Long ago in XXXX, HSBC intentionally put me in a position of failure, when at that time they held a fiduciary obligation to help me ... and were compensated ( bailed out ) by the government to help me as well. None of that went to me - in fact over $ 200K in interest payments from me went to HSBC instead over the last 15 years. I am over a barrel and even today HSBC continues to behave egregiously, and in my opinion usurious in nature - like hogs when pigs are bad enough in the mortgage industry. Without the help of the CFPB, I will continue to get screwed by HSBC. Please do the right thing ... Read my suggested resolution and publish it to the world.
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A