Date Received: 2020-05-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Timeline : 1. I deposited a personal check to my HSBC checking account. 2. And their security department suspend my account. However no one from HSBC contact me via email or phone 3. I don't aware of the issue until I can not access the account either from web or mobile. 4. I called the customer service department on XX/XX/XXXX. They gave me a phone number of security department without addressing my issue 5. I called the security department on XX/XX/XXXX. The representative ask me to wait to 5-8 business day without giving me a resolution. During these time i can not access my account balance or do other action. 6. I called the customer service department on XX/XX/XXXX, and issue still doesn't get fixed. 7. I want to close the account, and the representative refuse to do that. Complaints : 1. During these time, No one called or emailed me explaining why my account was suspended. And how can I fix the issue. 2. They set the working hour of security department to is 8-5 pm, ET, which is very inconvenient for me to contact them since I am in PT time zone. I have successfully contacted the security department once. However they does not fix my issue just asking me to wait. 3. I used this account to pay my other credit card and rent. Since they refuse to tell me the balance of my account, I might be required to pay over-draft fee or late payment fee from various credit cards companies.
Company Response:
State: CA
Zip: 94536
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-25
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In XXXX, I opened a new HSBC Checking account and HSBC savings account. For the checking account, per HSBC online offer terms, I should receive {$60.00} bonus every month for the first 12 months if I have direct deposit of at least {$3000.00} into my checking account each month. I already met this requirement for the first two months since I opened my account. However, I have NOT received any of the monthly bonus yet. I called HSBC customer service to report this issue. However, the bonus still has NOT been posted to my account yet. I am writing to request HSBC to immediately post the {$120.00} bonus for the first two months to my HSBC checking account.
Company Response:
State: PA
Zip: 15108
Submitted Via: Web
Date Sent: 2020-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: HSBC FRAUD - I contacted HSBC around XX/XX/2020 and INQUIRED about a mortgage forbearance but mentioned I did not need it at this time. I received a confirmation letter in the mail on XX/XX/2020 and did NOT sign it and emailed it to HSBC and let them know I did not need it. However, I found out around XX/XX/2020 that I was put on the forbearance without my knowledge. I have since called and emailed and have not received any information or response back. This was without my knowledge and HSBC should be reprimanded.
Company Response:
State: CA
Zip: 911XX
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened an HSBC Direct Savings Account on XX/XX/2020 because of the advertisement of a High-Yield interest of 1.7 %. I transferred all of my savings from an XXXX High-Yield to this account and two weeks later, the interest rate dropped to 1.3 %. They are still to this day advertising 1.6 % on their HSBC Direct Savings accounts.
Company Response:
State: IL
Zip: 603XX
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This complaint is a follow-up complaint to CFPB complaint # XXXX and now complaint # XXXX due to the inaction and lack of communication by HSBC. What I said was going to happen has happened ; in my first CFPB complaint to HSBC on XX/XX/2020 I said " I strongly believe that HSBC is trying to wait me out and want me to give up, or at least wait until my checking account reaches to {$0.00}. '' My account has finally reached to {$0.00}, in fact, even a negative balance. Based on a response by XXXX in response to my second CFPB complaint, a check in the amount of {$1400.00} was sent/generated on XX/XX/XXXX. XXXX said that it would take 7-10 business days for it to arrive. When 7-10 business days passed, I tried to maintain communication with XXXX, which had large gaps in her responses and no responses through email recently. During my wait with XXXX XXXX had to call customer service multiple times, with every time having no results. It is now XX/XX/2020, almost 2 months after the check was supposedly " sent/generated. '' The lack of communication or reassurance that my funds would be given back to me as continued to lengthen this ordeal for me and has appalled me beyond belief. I have done everything on my part during the fraud investigation, which took an unnecessary number of months with the fraud department trying to shift blame to me when I was the one that had to bear the brunt of communication by calling them every time, since no one was calling me back. I have had well over 40 lengthy calls with HSBC trying to keep me informed about my money and my account and now it looks like the struggle that I had with the fraud department is now happening with the customer relations department. I have checked my mail every day. I have been put on hold for hours on end. I have maintained hope in HSBC that they would keep to their word give me a great banking experience, but so far it has just been a living nightmare.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened new account in XX/XX/XXXX in order to take advantage of a New Account Bonus offer of {$750.00}. I met all qualifications for the offer and inquired into the payment of the bonus in XXXX of XXXX. I was then told that i did not use the right promotional landing page in XXXX of XXXX. I have actually worked in the XXXX XXXX for 28 years and feel better equipped than most to fill out a new bank account online. The fact that HSBC said i used the wrong landing page feels deceptive and i have since closed my account.
Company Response:
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
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: In XX/XX/2019, I applied for a balance transfer card. On XX/XX/XXXX, I left town and went to XXXX XXXX for a few days. While there, I got an email saying the card was on the way, and that I could go ahead and activate the account via my phone in the meantime. On the XXXX, I got a notification saying the card was being used in XXXX, NY. It was charged for {$1800.00}. I was physically over 100 miles away from the point of purchase, was still not in possession of the card, and had knew this had to be fraud. I called HSBC to report the fraud. They said " don't worry, well put a hold on the account and clear it up. '' Sounded hunky dory ... I got back to XXXX XXXX XXXX on the XXXX, and went to the police station to file a report soon after. I thought HSBC was already taking care of everything, but we wanted to make sure we reported the crime in any case, so the police might track the person down. I also filed a report with the USPS since the card was stolen in-transit through their system. When my wife and I followed up with HSBCs fraud department, we were told they denied the claim. We said we have a police report now, and would like to escalate. HSBC said okay and that theyd need to get in touch with the relevant detective at the police station where we filed the report. We gave them the contact information. HSBC told us theyd call the detective, and then would follow up with us. They didnt. Throughout all this, we asked for written confirmation of everything, but we never received any. No calls back, no confirmations, nothing. Time went by. Every time we followed up, HSBC said they couldnt get through to the station yet. But every time we called the same station, we got through right away. They have someone at the phones 24/7. So then we physically went over to the station, picked up a copy of the report, and sent it to HSBC 's Fraud Investigation Unit directly, and waited again. When we followed up again, they said they got the report, but they still wanted to speak to the detective attached to the case. When we called the station again to try to help this along, they told us the detective had XXXX XXXX, so was out of the office. They couldnt transfer the case to another detective, so we waited. Once she recovered and returned, we called her and asked her to please call HSBCs fraud department since they really want to speak with her directly. She told us thats weird, but that shed call right away. We soon got a call back from the detective. She said that HSBC had told her they have no need to speak with her! Meanwhile, the account was never frozen throughout out this. Credit scores are going down and down and down. Collectors keep calling. As you understand, paying the dues would not help our case here, so were holding out. But its burning our credit record. After we got back in touch with HSBC again, they now informed us the claim has been denied again. Why? Because the police report was filed too late. Actually the police report was filed RIGHT after the crime. But HSBC failed to retrieve it like they said they would. Now they are claiming that the date we personally sent it to them is the date that it was filed. Those are two different things. The date it was filed was right after the crime. You can see that, if you look at the police report. Which is in front of them. Because we sent it to them. Throughout all this, we talk to a different person at HSBCs fraud department every time. Weve also shown up to the neighborhood branch and begged for help there, hoping that an in-person interaction could resolve this. But the representatives there just pick up the phone and call into the same abyss of overseas call centers, and talk to other employees that have no power to do or explain much of anything. We keep going around in circles. Earlier today, we were talking to the fraud department again, asking how we can escalate the claim. They redirected us to the collections unit, and the customer service unit. Both of those direct us to the fraud department again. When we get angry, we sometimes get a supervisor, sometimes not. When we do, theres a slightly more empathetic voice on the other end of the line. But the promises of calling back and sorting this out are just as empty. We have not received one call back. Or one piece of written confirmation from HSBC whatsoever.
Company Response:
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Dear CFPB staff, I visited the HSBC XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX Branch on XX/XX/XXXX, XX/XX/XXXX & on XX/XX/XXXX. The three visits were made in order to open a new Fusion First Business Checking account during the HSBC {$350.00} bonus promotion period. A personal banker named XXXX XXXX XXXX helped me finalize the opening of my account on XX/XX/XXXX and an opening deposit of {$5000.00} was made on that date. The bonus promotion brochure I was handed by Mr. XXXX specifies the bonus requirements. Please see the attached scanned copy of the bonus promotion brochure. I met the requirements as follows : Made deposit in excess of {$5000.00} on XX/XX/XXXX I registered and first logged onto HSBC net on XX/XX/XXXX I met the 120 day period of having a minimum balance of {$5000.00} on XX/XX/XXXX Based on HSBC 's Terms & Conditions for this bonus, I should have received the bonus by XX/XX/XXXX. Upon not receiving the bonus, I called HSBC on XX/XX/XXXX and received confirmation that I met the requirements for the bonus and was referred to XXXX XXXX, the Premier Relationship Manager at the XXXX XXXX Branch for further assistance. Mr. XXXX and I made a conference call with another HSBC banker named XXXX on XX/XX/XXXX. By using Access Control for Account Services and using the Activity Log Filter, XXXX confirmed that I met all of the requirements for the bonus. On XX/XX/XXXX, I received an email from Mr. XXXX who stated : " I finally got your request approved. You can expect the deposit in your account within 4 weeks. I apologize for the delay but happy to report that you will be receiving the bonus. '' Please see attached copy of Mr. XXXX 's email. Mr. XXXX was nothing but persistent, responsive, kind and helpful during this process. However, I do not find it acceptable that the HSBC back office will not credit my account with the bonus I was promised that I should have received by XX/XX/XXXX based on the Terms and Conditions of the bonus promotion brochure. Waiting another 4 weeks from XX/XX/XXXX, with the hope of possibly receiving my bonus is unacceptable.
Company Response:
State: FL
Zip: 33067
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: HSBC is holding my money and keeping my account open against my wishes. On XX/XX/2020 I wrote to HSBC requesting they close my account and send me the remaining balance. That letter is attached for your reference. HSBC ignored my written request. I can not withdraw the remaining funds via ATM because the balance is less than {$20.00}, and HSBC 's ATM only dispenses cash in multiples of {$20.00}. I can not go into a branch for pandemic-related reasons. I really need that cash, and am tired of HSBC 's intentional delay.
Company Response:
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened an account with HSBC that advertised that it would give {$750.00} to new customers who deposited a minimum of {$5000.00} per month for 3 consecutive months. I followed their terms and conditions and did that for XXXX, XXXX, and XXXX. I confirmed along the way MULTIPLE TIMES with their chat representatives that all deposits and all terms were being followed. I was told I had met the terms by their agents ( who seem to have been lying to me the whole time deceptively keeping this fraudulent charade ), and then months later have yet to receive funds. HSBC are liars and will try to lure you in with false advertisements and then decide months later after you've given them their money, and opening an account, that they won't give you the money they advertised.
Company Response:
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A