HSBC NORTH AMERICA HOLDINGS INC

2019-08-19

Oceanside, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Closed with explanation

Timely Response

2019-08-19

Lawrence, NY

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Closed with explanation

Timely Response

2019-08-19

Arco, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Around XX/XX/XXXX, I have opened my first checking account with HSBC bank an "Advance checking account" after I have received an offer in my mail with a personalized code which i have used that advertised the following: "you will receive $XXXX bonus if you open an advance checking account before XXXX XXXX XXXX and deposit to the account a minimum of $XXXX within 30 days of account opening and Hold the funds in the account for 90 days as well as not having a previous account with the bank. then I will receive the $XXXX in about 90 days after i meet all the requirements."I have deposited a check of $XXXX to my new account on XX/XX/XXXX which is one week after opening the account and I have maintained a daily balance of more than $XXXX from XX/XX/XXXX to XX/XX/XXXX and until today I have received no Bonus offer or anything. Initially I have met all the requirements of the offer on XX/XX/XXXX and I was supposed to get the $XXXX on or before XX/XX/XXXX. but it has been more than 8 months after I met all the requirements and still nothing. I have tried to contact HSBC on XX/XX/XXXX. to ask them for the reasons of them not giving me my bonus knowing that they still advertise it until today and I still get HSBC bonus offers to open a new account in my mail; but I was not able to get any explanation from them except from this "We show the requirements to receive the promotion were completed. As thepromotional funds were not placed in your Checking account, we haveopened an investigation into this situation."
Company Response: Closed with explanation

Timely Response

2019-08-18

Brooklyn, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-18

Brooklyn, NY

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: HSBC was not allowing mo to pay my loan over the phone. I tried several times but it failed. The automated system was telling me that my payment was submitted successfully but then he payment never should up and i was keeping on being charged interest for a full month extra. I tried over 5 times to make payments in that month but everything was failing. I was away on vocation so it was impossible for me to go into a branch and make a payment.
Company Response: Closed with explanation

Timely Response

2019-08-17

Bremen, GA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Was not notified of investigation status or results
Complaint: I just want to make it clear I did everything in my power to work things out with these creditors all of them when I got sick they saw when my health went down credit started going down I began crying when they called telling them listen I don't have a dime and a XXXX XXXX XXXX daughter if you can let me get my XXXX I will pay every one of you but they went forward and I have judgements against me that I didn't even get paperwork to go to court on. I purchased my XXXX XXXX XXXX XXXX and was financed I made every payment on time or before time until I became unable to work due to a sudden disabling illness. I worked at the XXXX XXXX XXXX I made good money and when everything ran out while I was waiting on XXXX my mother helped me make those payments that's why some of the payments got behind we were doing everything we could to stay current I was hit with another representative in the collection department and instead of him taking the payment he said I had to do a voluntary repossession and I owed less than XXXX dollars and I told him my case was going to court for my XXXX in XXXX it said please work with me I can just pay it and whatever left do for late payments I would pay off when I received my XXXX. He said the best thing you can do XXXX XXXX is relinquish that bike and it sold for more than what I paid for it yet they're coming back on me for money on the repossession company that came to pick it up because there was no way I was in any shape to try to get that motorcycle up there I had no choice but take a XXXX retirement because I have XXXX 's XXXX and if you look through my credit everything was paid on time and never late until I was taking out of work in XXXX I have explained to these people every time they call and they continue to call and send letters threatening me I get XXXX a month I barely get groceries I don't qualify for food stamps I don't qualify for XXXX I have to use my XXXX and I have to pay 25 % of co-pays or either it's 25 % of whatever the total cost is for that day and I can't even pay that
Company Response: Closed with explanation

Timely Response

2019-08-16

NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/XXXX HSBC bank at the behest of XXXX XXXX XXXX XXXX XXXX has completely frozen my account. According to The Exempt Income Protection Act of 2009 If any funds are restrained, the bank, within two business days after receipt of the restraining notice or execution, exemption notice and exemption claim forms, must serve upon the account holder the exemption notice and two exemption claim forms by first class mail to the account holders last known address. The exemption notice explains to the account holder that the account has been restrained, that certain types of funds are exempt and the procedures for releasing an account, including the types of documents that will be helpful in demonstrating the existence of statutorily exempt funds. As of XX/XX/XXXX such documentation has not been provided to me. More importantly the first {$XXXX} in an account can not be frozen. The new law creates a {$XXXX} cushion for debtors who don't receive government benefits or assistance. In particular, the law prohibits banks from executing, levying, attaching, garnishing, encumbering or restraining an amount equal to or less than 240 times the federal or state minimum wage, which ever is greater, except to the extent a court determines is not necessary for the reasonable requirements of the judgment debtor and his or her dependents. The amount of this exemption is currently {$XXXX} but is scheduled to rise to {$XXXX} on XX/XX/XXXX and in accordance with the minimum wage thereafter. If a restraint was placed illegally it can not be enforced. Banks may not charge the account holder a fee if it is served with a restraining notice and the bank account can not be lawfully restrained OR IF THE RESTRAINT IS PLACED ON THE ACCOUNT IN VIOLATION OF THE LAW. https : //www.dfs.ny.gov/legal/industry/il090120.htm
Company Response: Closed with explanation

Timely Response

2019-08-16

Bronx, NY

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-08-16

Los Angeles, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Closed with explanation

Timely Response

2019-08-15

Greenwood, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I responded to HSBC 's promotion and opened an HSBC Advance Checking account in XXXX of 2019. Received an email that they processed my opening deposit on XX/XX/19. The promo stated that I had to keep the funds in for 90 days. Then, HSBC would take " up to an additional 8 weeks '' to deposit the {$350.00} bonus amount. So, the timeline would take us to end of XXXX 2019. I called and emailed in XXXX. Nothing happened. I called an additional 3 times and emailed in XXXX and XXXX. The bonus should've been deposited by XX/XX/19!! I spoke to several people including supervisors. The names are XXXX, XXXX ( supervisor ), XXXX ( supervisor ) and today on XX/XX/19 XXXX. All emails responses and all phone calls ( which lasted about 45 min. each ) rendered absolutely no resolution OR timing. In fact ( and these calls should all be recorded and verifiable ). I was told that the Marketing Dept. was responsible for the Bonus but they were not allowed to contact them nor was a customer. Here I sit as a very frustrated and psychologically abused customer with no idea when or if my funds will be available. It's been an additional 6 weeks on top of the 90 days + 8 weeks. Each of the email responses I received within my HSBC account website states that their " Management Team '' is working on it and needs more time. MORE TIME? This is a simple digital and electronic transaction. What is their " Management Team '' actually working on. Really! Were they " all '' hit by a bus. This offer was completely misrepresented and fraudulent. They seem to keep the customer in a black hole while they maximize their float income and take advantage of their customer. Unable to contact anyone at the organization with any authority to resolve this AND THEY stated that there is no one else I can contact. It's now about 6+ months waiting while I earn about .01 % which I did not see in any fine print! Is this blatant manipulation of the customer so HSBC can squeeze every last penny by delaying any contractually required payment. Total misrepresentation and pathetic customer service which HSBC claims in World Class! How do any of the regulators let them get away with any of this. Help me understand why with all the noise about more and stringent banking regulations to protect the depositors, I still can't get any resolution, timing or speak to anyone with authority!
Company Response: Closed with explanation

Timely Response

2019-08-15

Santa Ysabel, CA

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Complaint: XXXX XXXX IS TRYING TO COLLECT FROM HSBC, A DEBT OVER 11 YEARS AGO WHICH WAS DISCHARGED. THEY SHOULD NOT BE ALLOWED TO HARASS ME AS I AM XXXX, WAS ON MEDICAL, MEDICARE, AND HAVE NO INCOME WHATSOEVER. THE STATUTE OF LIMITATIONS APPLIES TO DEBT IN THIS CATEGORY In California the statute of limitations period on debts is 4 years ; Debts that have lingered longer than the statutes allow are often referred to as " time-barred debts. '' I WANT THEM TO BE TOLD TO STOP TRYING TO COLLECT.
Company Response: Closed with explanation

Timely Response

2019-08-15

Charlotte, NC

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with customer service
Complaint: FACTS On XX/XX/2019 I contacted the HSBC fraud department to communicate issues with suspicious and unrecognized activity on my card. The fraud department indicated that they could cancel the card and issue a new card in six business days. I emphasized the importance of receiving this replacement card in a timely manner. I was reassured that a replacement card would be issued in six business days. Unfortunately, HSBC failed to deliver the replacement card in a timely manner. This letter documents my bad experience with your customer service team when I called on Tuesday XX/XX/2019. CONCERNS IS CUSTOMER GOODWILL WORTH XXXX DOLLARS? The HSBC customer service representative in the XXXX did not show any empathy when I explained my frustration with not having the HSBC Mastercard. I rely on the credit card to make timely payments to different vendors. Not having the credit card caused me significant inconveniences where timely payment was not possible. The customer service representative conceded that the company failed to provide a replacement card in a timely manner. However, the customer service representative explained that there was no way to expedite the process. Merely saying that you are sorry seems like a platitude where is no corresponding action to compensate the other party for the hardship. After considerable debate, the customer service representative offered me XXXX bonus points for my troubles. The representative was extremely reluctant to admit that XXXX bonus points was only {$5.00}. Essentially, HSBC did not appreciate any of the difficulties that I had endured as a result on not having access to a credit card. The company seems to indicate that my time is only worth XXXX dollars. Despite asking the question several times, the XXXX representative could not name a single item that I could actually buy with my XXXX dollar credit. It seems insincere to apologize for the delay in providing a replacement credit card with XXXX bonus points. Even worse, your customer service representatives acted in a manipulative way to imply that XXXX bonus points was a significant concession. I am guessing that a XXXX dollar credit is not a significant investment in customer goodwill by a large multinational financial institution. CONCERNS RUDE CUSTOMER SERVICE REPRESENTATIVES I spoke with three different representatives over a two hour period on Tuesday XX/XX/XXXX. In the course of these conversations, I incurred the following unprofessional behavior : 1 ) IGNORE THE QUESTION The customer service representatives would merely ignore difficult questions and simply read from a script. I do not like being treated like a child or an XXXX who can be ignored. I expect to be treated with respect. I am not an Alzheimers patient who will forget that no one answered my question. 2 ) PLACING ME ON MUTE AND IGNORING ME I was intentionally placed on mute and a customer service supervisor did not even listen to my concerns. She denied this unprofessional behavior. However, she could not repeat any aspect of my concerns when I asked her to prove that she was listening. 3 ) EXTENDED HOLD TIME After speaking to two customer service representatives, I was placed on hold for over 30 minutes before a manager eventually answered the line. No one ever provided an update during the 30 minutes on hold. No one ever apologized or attempted to clarify the unreasonable wait time. It seems like HSBC merely wants to frustrate customers with bad customer service so they eventually hang up. 4 ) LIES I was promised that someone from HSBC would contact me the following day. Unfortunately, no one from your company contacted me on Wednesday XX/XX/XXXX. 5 ) HANG UP My attempt to resolve this issue with HSBC was eventually terminated when a customer service representative hung up on me. Good customer service involves a certain level of patience and understanding. Unfortunately, customer service representatives who are easily frustrated and lose their patience is not acceptable.
Company Response: Closed with explanation

Timely Response

2019-08-15

WA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I received a letter from HSBC with promotion to open an Advanced Checking account and to maintain {$10000.00} for 3 months to obtain {$370.00}. I have maintained that balance for 6 months and still have not received any welcome bonus. I have tried calling the customer service several times but it has been unhelpful so far.
Company Response: Closed with explanation

Timely Response

2019-08-14

Arsenal, PA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I applied for an advanced checking account at HSBC US for {$350.00} bonus on XX/XX/2019. After approval, they told me by email to set up a device for more security. I did that on my old phone. I bought a new phone on XX/XX/XXXX and tried to migrate from the old phone, but there is something wrong with the bank 's app ( I need to enter some number from the old device to the new device, but after I did that the app on the new device had no response ). I tried several times and on XX/XX/XXXX they told me to call them since they thought there was fraudulent behavior on my account. I did that, and they told me my phone number is not on their file so they can't identify my identity through text so I need to go to an HSBC branch ( asked them several times if there is any other approaches but none ). They sent me about 10 security codes while I was applying for the card, so I don't really know what they mean by my phone number is not on file. I live in XXXX and the closest HSBC bank is in Washington. I really regret my decision for opening an account at HSBXXXX for the {$350.00} ( I wired {$10000.00} to the banking account for the bonus ) and hope that they can give me the access of the account back.
Company Response: Closed with explanation

Timely Response

2019-08-14

Worcester, MA

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-08-14

Sandy Hook, CT

Closing on a mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-08-13

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-08-13

Tampa, FL

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-08-13

Atlanta, GA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2019-08-13

DE

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: I signed up for this card in XX/XX/2018 and have had problems with it since. They have charged me excess fees due to an error in their system with my autopay. When I opened the card, I signed up to have my minimum payment taken out of my checking account. I apparently entered my account number incorrectly on that first attempt and have called the bank multiple times to get it updated so that it can be paid timely and fully. The bank closed my account because it went 2 months delinquent without notifying me. I have called the bank no less than ten times asking them to update my autopay account because I can't do it now that my account is closed. They keep " paying '' the bill with the wrong checking account information and then charging me a returned check fee. I don't know what to do any more because I have made an honest attempt to pay off the balance, but they keep using known bad autopay information which continues to rack up fees. Additionally, I moved in the middle of the process and they refuse to update my mailing address so the notifications are going to my old address and are not making it to me to make a timely resolution. All of the statements that I have received have a note saying that no payment is necessary because I am set up on autopay, but then they use the wrong account. I can't keep dealing with the bank directly because I am getting nowhere.
Company Response: Closed with explanation

Timely Response

2019-08-12

Bellerose Terrace, NY

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2019-08-12

Agra, OK

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Complaint: I WAS CONTACTED BY XXXX XXXX ABOUT AN ASTOUNDING DEBT FROM AN HSBC CREDIT CARD. I WAS THREATENED WITH GARNISHMENT AND ADVERSE REPORTING TO THE CREDIT BUREAU. XXXX XXXX ALSO INFORMED ME THEY HAD SPOKEN TO MY BANKRUPTCY ATTORNEY AND VERIFIED THAT THE CREDIT CARD IN QUESTION WAS NOT INCLUDED IN MY BANKCUPTCY. NEXT, XXXX XXXX INFORMED THAT BY OPENING THE HSBC ACCOUNT, WHAT I HAD DONE WAS ILLEGAL AND MY BANKRUPTCY WOULD BE VOIDED UNLESS I PAID THE THE {$600.00} PLUS DOLLARS THEY SAY I OWE. I CONTACTED HSBC AND VERIFIED THAT I DO NOT HAVE ANY OUTSTANDING ACCOUNTS WITH THEM AND XXXX XXXX WAS PROBABLY TRYING TO SCAM ME.
Company Response: Closed with explanation

Timely Response

2019-08-12

Oceanside, CA

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-08-12

Oceanside, CA

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-08-12

Staten Island, NY

Opening an account

Checking or savings account: Other banking product or service

Confusing or missing disclosures
Company Response: Closed with explanation

Timely Response