HSBC NORTH AMERICA HOLDINGS INC

2016-07-29

Freeport, NY

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

Santa Clara, CA

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-29

Medina, NY

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: I am currently experiencing difficulty with obtaining a lien release and supporting documentation on a home equity mortgage loan that originated in XX/XX/XXXX and I had paid off XX/XX/XXXX that was held with HSBC Bank. I was made aware of the issue of the lien not being removed from my deed during a current refinancing process with another financial institution. I have been attempting to resolve this issue with HSBC since XX/XX/XXXX. After great difficulty in finding a working contact number for HSBC, I ended up with HSBC mortgage Service Company who have absolutely done nothing to address the issue. The process was started with an email which returns a form to fill your information in and send, that generates no response or acknowledgement. After multiple calls in conjunction with efforts on my behalf by the current lender and underwriter, I still have not received a response or resolution. The responses are always the same " I have escalated the request, the volume of requests is massive, We ca n't locate the information ( even though I have provided the actual title search for them, including deed & liber information ), even after finally being directed to a " supervisor '' the response is the same, stall and claim they will look into it and escalate it. At this point I feel HSBC and the service company, Mortgage Service, are simply not going to do anything about this. In the meantime I am suffering financial harm as I have lost the low interest rate with the expiration of the commitment and associated specials with the application ( no fees, etc. ). The current lender I am working with has indicated that I am not the only individual in this situation with HSBC and my own research has found thousands of reviews describing similar problems or worse. I guess my next step in this process will be engaging legal council if I can afford it, in an effort to resolve this. If nothing else, I feel that this situation is unacceptable and warrants consideration of potential legislation to protect consumers from negligent banking practices that un-wittingly harm the consumer. I greatly appreciate anything you or your office could do to facilitate an acceptable resolution not only for me, but the other consumers dealing with the same problems.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

Clarksville, MO

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I purchased a home in XXXX of XXXX with XXXX as the lender, a XXXX and XXXX mortgage. The loans were refinanced with XXXX XXXX XXXX and paid in full in XXXX of XXXX. It was brought to my attention dealing with my current lender, XXXX, that XXXX never submitted the documents to release the liens. I contacted the title company and they provided payoff transmittals and checks to substantiate the payoff to XXXX. I contacted XXXX and sent the title policy, settlement statement, payoff transmittals and legal description to have the liens released. As instructed, that information was sent via USPS Certified Mail to PO Box XXXX, XXXX, FL XXXX and was received XXXX XXXX, XXXX. I received an auto generated letter from XXXX stating there was an error and the Lien Release process was initiated. Upon following up, one week later, I was told the loans were now being serviced by PHH Mortgage and that I needed to e-mail the information to their Lien Release Department at XXXXXXXXXXXX. I obliged and e-mailed all of the information on XXXX XXXX, XXXX. During my initial follow up one week later, the Customer Service Rep confirmed the loans were paid in full and that at this point it was a matter of having the Liens physically released. I have followed up with PHH Mortgage every week since sending over the documents only to be told that they do not have any additional information and that these issues take up to 30 days to process. Once the 30 days were exceeded the target then moved to " it can take up to 60 days to complete the Lien Release process ''. I have resubmitted the information to XXXX XXXX XXXX Ext. XXXX and XXXX XXXX, so it has been submitted to their company 3 times. I was also given a Supervisor 's name and number XXXX XXXX XXXX Ext. XXXX but she will not return any calls. Yesterday, 68 days into this process, I called their Customer Service Department and I was instructed to resend the information because he did not " see it in the system '', I had to tell him that I have submitted the information 3 times. I find it concerning that I have no accessible file in their system that would show the information was received or where it 's at in the process. We are now 69 days into this process and every time I call, no one can give me a status update or even really find my information. This is a simple matter of releasing XXXX old liens. I am very frustrated and seeking immediate resolution to this issue. This is not my fault, as these loans were paid-in-full with XXXX in XXXX and they did not follow through on their obligation to release the liens. This is causing problems for me dealing with my current lender as I can not produce a clear title to my home.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-28

Fayetteville, GA

Disclosure verification of debt

Debt collection: Mortgage

Not given enough info to verify debt
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-28

Laurence Harbor, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-28

Valrico, FL

Taking/threatening an illegal action

Debt collection: Other (i.e. phone, health club, etc.)

Sued w/o proper notification of suit
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-28

Corpus Christi, TX

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt is not mine
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-27

Topeka, KS

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-27

Manhattan, NY

Deposits and withdrawals

Bank account or service: Cashing a check without an account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-27

Indianapolis, IN

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-27

Nyc, NY

Balance transfer

Credit card:

Complaint: I was expecting some resolution from HSBC moths ago about a money Transfer done in XXXX 2016. HSBC said that it was going to be result withing 8 weeks an still no answer, when I call costumer services nobody know anything about my case and I have left more than 10 voice MSG to the person in charge according to the letter attached. I dont understand why a bank will treat costumers this way
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-27

Houston, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Untimely Response

2016-07-27

Englewood, NJ

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-27

Kings Ferry, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-26

Birmingham, AL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-26

Tarzana, CA

Settlement process and costs

Mortgage: Home equity loan or line of credit

Complaint: In accordance with the ( FCRA ) Fair Credit Act Section 609 ( a ) ( 1 ) ( A ). I 've formally requested PHH Mortgage to provide proof of the original consumer contract with my execution of signature on record for the following documents : Note, Deed of Trust and the loan application. They have not responded to my request. Failure to verify accounts in records in complance with FCRA will damage my ability to obtain credit. Under FCRA unverifiable accounts must be promply removed. I formally demand the following accounts to be verified. 1. ) Mortgage Service Center account 2. ) Mortgage Service Center account.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-26

Viewfield, SD

Other

Credit card:

Complaint: Did not provide a response Delinquent Account Lender XXXX/XXXX/16 HSBC BANK XXXX XXXX XXXX XXXX, NY XXXX XXXX A lender reported that you did not pay them on time, and the account is now 30, 60, or 90 ( or more ) days late Reporting Detail Account Number XXXX Amount Delinquent {$0.00} Account Balance {$0.00} Payment Status Unknown Contact Method Other Got it XXXX / XXXX is posting an account delinquent which is being reported as 30,60,90 days past due. This should n't even be on my history. Also I called them and they keep giving me the run around and can not find this account.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-26

Sarasota, FL

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-26

Ewing, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-25

Paterson, NJ

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2016-07-25

Chestnut Rdg, NY

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-25

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Claim Number # XXXX I am very pleased to receive a check after CFPB reached an agreement with Equity Accelerator Program which is associated with HSBC Bank. I have a mortgage loan with HSBC in XXXX along with other accounts, but the bank seems just ca n't offer me an easy access to my loan account online like the other accounts I have with them. then, three years ago, i filed complaint to my financial manger in XXXX XXXX and demand a more transparent loan account information showing how much i have paid and the balance of my loan account in daily basis ONLINE like the other accounts. as you see from the attached, the mortgage information is always un-accessible online. to get my mortgage info, i had to made a call and then was transferred to a remote unknown country to get my mortgage information!!! Even so, they are not helpful and have no concept what they are doing. To make a story short, finally i receive my loan info monthly through mail, but online information has never existed. it always experiencing an " ERROR ''. Last week, I made a call to mortgage center ( this time within the U.S ) to find out the exactly amount to pay off my mortgage. I was given a number, but after we did some calculations the numbers were off what we owe. I bought a house for {$200000.00} in XXXX in XXXX with 20 % down. then, in XXXX, i signed up a speedy seven years payoff program by paying bi-weekly with Equity Accelerator. I am not an expert of figuring out how much i have paid to the loan and the balance, but I was given the number of {$87000.00} to pay off the loan as XXXX/XXXX/XXXX. we are skeptical about the numbers and hoping CFPB as our watch dog to help us to fight and deal with giant bank like HSBC. thank you so much for listening.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-25

Galena, OH

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-25

NY

Settlement process and costs

Mortgage: Other mortgage

Complaint: I filed case number XXXX - XXXX on XXXX/XXXX/16. The outcome was timely, HOWEVER, because HSBC purposely took 5+ mo on a task they stated would take " UP TO '' 90 days, my buyer backed out & no longer wants my property, in addition I now owe my lawyer over {$1600.00} in fee 's & also almost {$6000.00} in taxes & maintenance fee 's ( that my lawyer pd on my behalf ) but only because my buyer had agreed to pay them in addition to my asking price. This sale was not lost because of an oversight 15+ yrs ago, it was a direct result of HSBC 's negligence, to handle my request in a timely manner as they had indicated.
Company Response: Closed with explanation

Disputed: No Untimely Response