Date Received: 2020-04-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I recently have submitted a Frad claim to HSBC and now they won't accept it!!! i'm not sure why during a time like this! COVID19 is our enemy and HSBC isn't helping nobody and Nobody should bank with this company!! I want the world to understand and see this and a bank like this is horrible!
Company Response:
State: NV
Zip: 89122
Submitted Via: Web
Date Sent: 2020-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2020 HSBC closed my account but is still withholding my funds. I've called them repeatedly but they refuse to return my money.
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-12
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Tried to use an HSBC credit card I had for a while and it would not go through. A week later I get a letter that says the account would be closed if I did not use the card 3 weeks ago. If I wanted to keep the card, I need to use it 2 weeks before I got the letter in the mail ... Then they sent me another letter ( enclosed ) that the first letter was a mistake and I could used the card NOW if I wished to keep the card. Again when I used the card it was declined. I called HSBC that weekend and of course they said once again the card was closed. My contention was both letters were mail fraud and a backwards paper trail of why they closed my account TO MAKE IT SEAM LIKE THEY DID NOT CLOSE IT ALREADY. They are just trying to close accounts ahead of the Corona-19 problem which I understand but by sending letters too late and playing games which I assume is against banking laws. Enclosed is the second letter acknowledging the first letter.
Company Response:
State: WA
Zip: 98036
Submitted Via: Web
Date Sent: 2020-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-12
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: HSBC contacted me, in late XX/XX/XXXX, via text and email, regarding their concern over a fraudulent charge, from a XXXX XXXX XXXX company based out of XXXX XXXX, Nevada, on my credit. HSBC noted that XXXX XXXX claims my wife, XXXX XXXX, made the purchase. I called HSBC and verified that the charge, made late at night ( XXXX on XX/XX/XXXX ) was not made by myself nor my wife, XXXX . I don't even have a physical copy of the credit card, I destroyed it, as I do not use this card at all. The HSBC rep then credited my card for the {$190.00}. He said he would be issuing me a new card. I asked him not to mail a new card, as I don't use the HSBC card. Two and half months later, on XX/XX/XXXX, I received a letter stating that HSBC contacted the XXXX XXXX, who claim they did indeed fulfill an order for my address and credit card. I can assure you, as I did with HSBC, that this is a fraudulent charge. I then called HSBC and was put in touch with the fraudulent department. I believe they are in XXXX, according to my email from XXXX XXXX XXXX, Fraud Operations Manager. I spoke with 2 fraud reps who looked at my file, said they had proof of the purchase, and then refused to talk with me regarding my stance. My issue with HSBC is ongoing, as they reinstated the charge and since I am refusing to pay, my credit keeps taking a hit, and I am being charged late fees as well. I found more than 500 complaints listed on XXXX regarding the XXXX company and the same fraudulent charges occurring for them. I have reached out to XXXX XXXX XXXX 6 times via email. Fraud Operations Manager - US Fraud Operations | HSBC Bank XXXX XXXX XXXX XXXX XXXX, NY XXXX Phone XXXX Email XXXX XXXX responded to my first 3 emails back in XX/XX/XXXX, he included 10+ pages of XXXX receipts that I, nor my wife, ever initiated. I have reached out to him 3 times since and he has not returned my emails. I then mailed HSBC at their consumer affair office in New York, on 2 occasions ( XX/XX/XXXX and XX/XX/XXXX ) with my evidence of XXXX XXXX XXXX being a fraudulent company. I have not heard back from HSBC at all. My issue is : 1 ) HSBC contacted me regarding their concern of fraudulent charges and when I called to confirm such, the issue was handled. My account was closed, and a new account opened, with a new card - thus, in my opinion, justifying a fraudulent charge on my old card. 2 ) Since then, HSBC has taken the word of a bogus company, with an " F '' rating on XXXX, over my word, the HSBC customer.
Company Response:
State: NJ
Zip: 07052
Submitted Via: Web
Date Sent: 2020-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-10
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Bank owed me rewards in the amount of {$160.00} per statement on XX/XX/18. Bank never paid the reward per their Terms and Conditions instead they " Ajusted merchandize XXXX NY '' per statement on XX/XX/18 and froze my account, nobody would talk to me until I appear to the branch. After my card was unblocked nobody could find the funds and my emails and voicemails to executive office never returned. I did not purchase anything in XXXX NY. The funds have vanished. Please view statement attached.
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: This is regarding the HSBC XXXX XXXX XXXX XXXX that I used to own - a charge of {$64.00} on XX/XX/XXXX from XXXX XXXX XXXX XXXX visit on XX/XX/XXXX, and all associated fees. The charge was an error in their part, and I have requested disputes through their customer service, then by my premier managers disputing through their management team. Unfortunately, there has been no response from their credit card service and you have continued to charge me. This charge incurred when my family and myself ( all 3 were paid HSBC XXXX XXXX XXXX XXXX members ) visited XXXX lounge XXXX XXXX XXXX XXXX on XX/XX/XXXX. I was the primary card holder, and my family member ( Husband and Daughter ) were also paid card holders associated with my account. At checking in, we were told by the cashier because all three cards had the same card number, only my card ( primary card ) was needed, and 2 others as guests. I attached to this letter the copy of our boarding passes on XX/XX/XXXX as approve that visit was by 3 paid members. However, a few days later on XX/XX/XXXX, I noticed that I was charged {$64.00} for lounge visit. We had no other lounge visit after XX/XX/XXXX. I called the card customer service on XX/XX/XXXX or XX/XX/XXXX to inquire. I was told by the customer service representative that the charges were for my associate card holders, because card benefits only allow me to have 2 complimentary ( free ) lounge visits per year with paid membership, the associated members do not have any complimentary lounge visit, and they each was charged {$32.00} for that visit. I was totally dumfounded! The reason in the first place for me to apply and pay this cards hefty fees ( we paid total {$520.00} member fee for this card - {$390.00} plus {$65.00} for each associated card holder ) was the card advertisement stating card member has complimentary access to 1000+ airport lounges worldwide. XXXX airport XXXX XXXX XXXX XXXX is one of the complimentary access to 1000+ airport lounges worldwide! To me, complimentary in English means given or supplied free of charge. I asked the representatives explanation, she told me to instead dispute through the office manager where I originally opened my account, which I did right away. My premier account manager and her supervisor have filed dispute on my behalf, and reportedly had involved leadership team I can send you their email correspondences if requested. However, it did not sound any feedback or response from their card services, while I have continued to be billed for the charge, late fees and interests! I want you to know that I have had other interactions with their card customer service representatives before this, and the experiences were very poor customer service, they were not familiar with member benefits, and I was often instructed to ask the office manager where you originally opened your card! I have had other credit cards, and my experiences with most of them are very positive and helpful. Honestly, the customer service from HSBC card member service was so poor and unprecedented! I was so disappointed and frustrated with HSBC card service, and did not want to have anything to do with this card anymore, I therefore canceled our cards on XX/XX/XXXX, although we have paid full year of membership ( until XX/XX/XXXX ).
Company Response:
State: WA
Zip: 98008
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-07
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: It is astonishing that these collection agencies and creditors will take advantage of Americans at the lowest point for some reason they feel that is the best time To falsely reporting on your credit bureau against consumers for instance portfolio recovery continuously lied on the credit bureau stating that This account was owed what they did was instead of putting the name of the debt which is already paid they put HSBC bank which was bought out by XXXX XXXX but instead they stated that it was a debt with HSBC Card Services that was owed which Was re-aged because this was an account from XXXX now they listed it stating that I owe a debt which I do not. They also reported to the credit bureaus that was a factoring account Which again is incorrect they also stated that a payment was made in XXXX which again was incorrect there was no payment that was made in XXXX for them to state that is against the law and against my rights. This was clearly an account that was really aged for the sol benefit of XXXX XXXX XXXX HSBC BankXXXX XXXX. This debt was Re-aged and XXXX XXXX XXXX did not put the correct information on the credit reports, the wrong Date Opened and the wrong Balance and wrong Status. Inaccurate information like the Date this account was opened, they also stated that a payment was made in XXXX which was incorrect. When ask them to send in the documents showing a payment was made XXXX XXXX could not. The Account was open XXXX and the Last Activity was in XX/XX/XXXX. This account was bought out by XXXX XXXX Then was Re-Aged by XXXX XXXX XXXX which is illegal and in clear Violation for the FCRA and FTC
Company Response:
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-07
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: i have been a customer here in good standing for many years. I had asked for a call back got one friday wherein i requested some follow up info. Specifically, why is my apr 18.99 for interest? when why how did that change? also asked as to the check i got the terms. can i deposit it? when will it be due WITHOUT penalty? XXXX said she would call me on card ending XXXX nothing. i am busy not going on a wild goose chase. i tried chat got me nowhere with in accurate info. I am tired of scripts and being sent on wild goose chase.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: ON XXXX I opened a credit card with HSBC Bank USA. I used the credit card for a few months always paying on time. The account was an online account so no statements were mailed to me. I never heard anything else until a collection notice from XXXX was mailed on XX/XX/2020 requesting {$7600.00}. I have made several attempts to correct this with HSBC. Overal, I have place at least 10+ calls and spent over 10 hours with HSBC on the phone. So far, I have not received any statements or any proof of the transaction. What I have learned is that the account was compromised, including the address, email, and driver license info all changed from my original application. Which makes it very hard for them to verify me to even discuss the issue. Even as of today, they will not send me a statement or any proof of the transaction because my real address does not match the one they have on file. Therefore, I did not receive any updates of the transaction for over a year. Only collection notices. I have spoken to the fraud department, collections, and left messages with their US help line, without getting a returned call. The charge is fraud and they have not provided proof that I made the charge. The claim that too much time has elapsed for me to contest the charge. This is impacting my credit score and I am trying to refinance my mortgage currently. I have also subhmitted a police report to my local police department regarding the fraud.
Company Response:
State: CA
Zip: 910XX
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
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 received a bill from HSBC Master card for charges incurred from XXXX XXXX XXXX, 2020. I found that I had been charged {$2300.00} for purchases made via XXXX ( see attachment ) from individuals in California. I live in Illinois. I called HSBC and disputed the charges. They sent me a letter dated XX/XX/2020 denying my claim ( see attachment ). I called again on XX/XX/XXXX, but could not get through to an operator. I called again on XX/XX/2020 and appealed the denial, requesting a new investigation.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A