Date Received: 2020-05-06
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 was investigating refinancing my mortgage with XXXX XXXX of XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX ; XXXX, OH XXXX ( XXXX ). I first started pursuing the refinancing process on XX/XX/2020. At that time, Mr. XXXX told me that there would be no closing costs and I would not be charged for an appraisal. As we continued our negotiations, it became clear that Mr. XXXX 's initial verbal offerings were not being followed through. Not only did he charge a {$450.00} appraisal to my HSBC credit card, without my permission, he charged me again for the appraisal on a refinancing document that he submitted to me. I turned down the refinancing for many reasons but mainly because I no longer trusted Mr. XXXX and I thought he was trying to take my money. I then submitted a claim with HSBC for an unauthorized charge for the {$450.00} appraisal on XX/XX/2020 ( case # XXXX XXXX. Not only did HSBC never attempt to reach out to me for a more in-depth explanation for my dispute, they had the audacity to send me a letter on XX/XX/2020 claiming that this charge was consistent with my spending pattern. It is not! I have cancelled this card and informed HSBC that I would be filing a formal complaint against them. Thank you for your consideration of this matter.
Company Response:
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: XX/XX/2020 my line of credit acct was closed and I got no notice from the bank I contacted them on several occasions from that date until present and response was they would contact me which they didnt was charged late fees and finance charges and I have been paying what I can due to covid-19 and they still charging me I have talked to several representatives and no luck with them they say this and that but they still closed my acct after I paid payments of {$86.00}, and {$210.00} within the last month.
Company Response:
State: NY
Zip: 14215
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: good afternoon, the first time I come across this. Not professionalism, and even more so I did not expect. See this from representatives of the bank for which they work in the United States. Around XX/XX/XXXX, I made purchases with HSBC Cash Rewards Mastercard XXXX credit card and everything was fine. The next day I discovered that I could not find my card - which I suppose was dropped or was stolen in a store. I Immediately Contacted HSBC Support in Mobile Chat. I asked to block the card and send me a new one. A few days later I saw transaction XXXX XXXX # XXXX XXXX XXXX XXXX in the amount of {$660.00}. The transaction was made 50-100 miles from my city. After that, I again turned to Support in a mobile chat - and the representative AGAIN assured me that I should not worry, and that the card was blocked. At the time of contacting them, there were no Foreign transactions in my balance sheet. When asked why the transaction appeared on XXXX, he could not answer. The representative assured me that he opened Fraud Claim - and this will be processed within 10 days. After about 2 weeks - I did not receive a response from them and was forced to turn to mobile chat for the third time. I was given a phone number where I needed to call to clarify the status. I called the phone number that was given to me - The bank representative said that I did NOT have more than one open Fraud Claim, and she would make a NEW one - more than a month after my first contact with HSBC. I described the whole situation 5 times - and I was assured that I did not need to worry - and that I would not receive this amount in my Bills. It took about 6 weeks from the first appeal - they never contacted me, I called them for the 6th time and they connected me to the Claim department - they said that the investigation is still in progress, and I have to wait - I asked for a temporary loan so that my credit rate fell - but they refused - total about 6 weeks they cant deal with one transaction? After that I still called them 6th 7th 8 and 9 times with a request to connect me with the supervisor or give me a clear explanation of what was happening - they promised me that the supervisor would call me, but this was not done. Ill call 10 and talk with 10 representatives of XXXX and other foreign countries - I realized that this makes no sense. They just dont comply with the terms of their policy, I dont understand how this bank generally got a license in the United States. Later I was informed that my request was rejected. my attempts to find out at least some information or explanations - they ended up simply connecting me to a number that did not answer. 1 ) My question is why the promised protection was not implemented ( We've got you covered with Fraud Alerts As an HSBC customer, you're automatically enrolled in our Fraud Alert program. If we have your mobile number or email on file, you'll automatically be notified of suspicious transaction activity on your HSBC Debit or Credit Card Account. With Fraud Alerts, well notify you by free text message11 view footnote 1 or email if we spot suspicious activity on your HSBC Debit or Credit Card. You can then verify the purchase with a simple text or email reply so you can continue using your card or report it as fraud. If fraud is suspected, we may need to speak with you. 1 ) Why didnt I receive any SMS or E-mail - when {$660.00} was stolen from my card? 2 ) Why does the bank refuse to provide any explanation or to connect me with employees from the USA? 3 ) Why the Bank Refuses to Perform Fraud Protection As an HSBC in our fraud alert program. Point 2 which contains 2 Have peace of mind knowing that HSBC Bank USA, N.A. won't hold you responsible for unauthorized transactions. As an HSBC Debit or Credit cardholder, Zero Liability applies to your purchases made with your U.S.-issued Debit or Credit card in the store, over the telephone, online, or via a mobile device. As a cardholder, you will not be held responsible for unauthorized transactions if : 1. You have used reasonable care in protecting your card from loss or theft ; and 2. You have promptly reported to HSBC Bank USA, N.A. when you knew that your HSBC Debit or Credit card was lost or stolen. If you believe there has been unauthorized use on your account and you meet the conditions above, rest easy knowing you have the protection of the Zero Liability promise. To learn more about additional protections with respect to unauthorized transactions, please contact HSBC by calling the number on the back of your card. Zero Liability does not apply to the following ( or certain ) Mastercard payment cards : Commercial cards, unregistered prepaid cards or gift cards. 4 ) I Demand Immediately to Understand this situation, and remove this transaction from my balance. You can also close your Useless credit card, as I will not use it anymore. Thank you
Company Response:
State: FL
Zip: 33021
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: HSBC ( https : //www.us.hsbc.com/ ) didn't give the right rate for their HSBC Direct 12-month CD I applied for a new HSBC Direct CD on XX/XX/2020 and their web ( https : //www.hsbcdirect.com/cds/ ) was showing the APY rate of 12-month CD is 1.9 % when I was applying for new account. However, their very bad process needs to review the application and finally the account was opened on XX/XX/2020 ( amazing processing speed ). After completing the application, I also called their customer service and their agent confirmed with me that their CD 's opening APY rate is based on the application date, but not the opening date! I think that this rule should be reasonable : because that I agree with opening the CD because of the rate I have seen on the official web ( this is because that no one knows the real rate in the future! ) However, when I saw their first month 's interests and I was surprised. Then, I contacted their live agent ( named " XXXX '' ) who told me that the CD was opened at a rate of 0.8 % ( this is based on the opening date, but not the application date ). Then, why should I open a CD at such a low rate? Because currently their Direct Savings ' rate is still 1.7 % ... The bank 's explanation is completely unreasonable and unacceptable!
Company Response:
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2020-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-03
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hi CFPB, I opened a business checking account with HSBC on XX/XX/2019, which came with a promotional offer where I would receive {$250.00} after maintaining {$5000.00} for 120 days and logging into the HSBCNet website within 30 days. I had performed both of these tasks yet do not see the bonus posted to my account. I would appreciate if you could look into this and inform HSBC that {$250.00} is to be posted to my account. Thank you
Company Response:
State: CA
Zip: 92683
Submitted Via: Web
Date Sent: 2020-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: For four weeks ( starting around XX/XX/2020, if not before ), I have been unable to access my HSBC US checking account either via the website or via the HSBC US mobile app. Consequently, I am unable to check my balance or perform any other operations, which is especially difficult at a time of such uncertainty. I have been making almost daily attempts to access online banking. I get as far as the prompt to enter my user name. After clicking Next, I get a generic error message. On the website, this message reads simply : Error Occurred The system is currently unavailable, please try again later. On the mobile app, it currently reads : Service unavailable We're sorry, this service is temporarily unavailable. Please try again later. XXXX ( For a while, it previously read along the lines of ERR_GENERIC_NO_TITLE. ) On Thursday, XX/XX/XXXX ( over a week ago ), I contacted HSBC via the online chat. After being asked to provide some likely irrelevant information such as whether I had tried using a different web browser, I was told that the issue was not down to any problem with my account, and that it should be fixed within one day. Since that time, I have not received any contact from HSBC, and the issue persists.
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm trying to refinance my first mortgage and I have Equity line of credit with HSBC that I'm not including the refinance, per HSBC policies, I sent a subordination agreement package and I followed up with tons of emails and calls, the servicer charged me for the agreement {$250.00} and it's taking 30 days to process the request and they said processing takes 2-3 business days, it has been more than 20 business days with no response and no reply, my rate for the refinance has expired and closing has been postponed 3 times and HSBC mortgage servicer are not cooperating and not providing information, now in additional to the {$250.00} for the agreement, I also paid {$450.00} for the appraisal because according to HSBC policy, I had to provide appraisal report too. Please help
Company Response:
State: VA
Zip: 20111
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Money was not available when promised
Subissue:
Consumer Complaint: {$400000.00} was transferred. They held the funds for over two weeks and utilized the float. Did not respond to repeated requests to release the funds. At 4 % interest {$660.00} in interest is due. Bad Business.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: I did a credit card transfer to HSBC several months ago to take advantage of 0 % interest for X number of months. I was given a {$5500.00} limit which is far below what I get with other banks given the money I have and my good credit in the past. Recently, I made charges that went roughly $ XXXX {$200.00}, beyond the limit. I do not keep track of what I owe because I have plenty of money. This is my only debt!!!! I could pay this off today if I wanted but I need some credit. When I went over the {$5500.00} in spending HSBC NEVER DECLINED THE SALE!!!! When I spoke with XXXX at XXXX ( collections ) she told me it was my responsibility to know how much I owed, hence saying it was my fault this happened. NOW MY XXXX SCORE IS DOWN TO XXXX. This is unacceptable!!! HSBC took my money then punished me for it. I am seeking employment and this will cause a problem. With my next payment I will be within {$30.00} of my credit limit. Again, I COULD PAY THIS OFF TOMORROW BUT I NEED CREDIT and given the trying times I am not going to pay this off but I might transfer it elsewhere given the treatment.
Company Response:
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: HSBC did not pay a welcome offer that was made when I applied for a checking account. I applied for an HSBC Premier checking account on XX/XX/XXXX using an hsbc.com webpage that advertised a " Welcome Deposit offer for eligible new customers '' of {$750.00} with a new HSBC Premier checking account and qualifying activities that required : 1 ) Opening the account online by XX/XX/XXXX. 2 ) Make recurring direct deposits totaling at least {$5000.00} from a 3rd party to the HSBC Premier checking account per calendar month 3 ) Receive monthly direct deposits totaling at least {$5000.00} into the checking account for 3 consecutive calendar months from the second full calendar month after opening. The terms stated that I would automatically receive a {$750.00} Welcome Deposit approximately eight weeks after completing all qualifying activities. My application was approved on XX/XX/XXXX and I my employer has made {$5000.00} direct deposits every month beginning XXXX, XXXX. The third such deposit was made at the end of XXXX, XXXX and they continue to this date. I contacted HSBC shortly after the 3rd direct deposit and inquired via message about the welcome bonus. The representative confirmed that I had made 3 qualifying deposits and that I would receive the welcome bonus approximately 8 weeks later and additional review. In inquired two more times since then and on the last inquiry, I was told that the HSBC Campaigns and Promotions Department would investigate. Finally, on XX/XX/XXXX -- - nearly 3 months after I completed the requirements, they notified me that I did not qualify because my application was not submitted via the required webpage. I have tried contesting with them and offered a screenshot of the webpage I used to apply, but they have remained firm.
Company Response:
State: OH
Zip: 43214
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A