HSBC NORTH AMERICA HOLDINGS INC

2016-03-15

Brooklyn, NY

Billing disputes

Credit card:

Complaint: I 've had problems with HSBC MasterCard and after multiple calls to HSBC customer support and Customer Relations office HSBC refunded late feed on the account. HSBC promised to refund all late charges and on XXXX XXXX, 2016 HSBC customer service told me the M/C account balance was {$0.00}. On XXXX XXXX, 2016 HSBC sent me a bill forl {$37.00} in late charges on an outstanding balance of {$0.00}. HSBC failed to do as promised and refund all late charges on this Master Card account.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-15

Haskins, OH

Disclosure verification of debt

Debt collection: Credit card

Right to dispute notice not received
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-15

Danbury, CT

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-14

Nampa, ID

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-14

Puyallup, WA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-14

CA

Delinquent account

Credit card:

Complaint: This account with hsbc still double report on my credit reports XXXX Is over 8 years that I made my last payment and they still reporting it. If they ca n't send me a debt validation then take this off my credit reports. And they have XXXX as their collection agency and they are reporting it too. It was paid in full to XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-14

Azwell, WA

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: got loan from HSBC OR bENEFIAL FINANCE FOR MY HOME XXXX XXXX XXXX, LATER I HAD TO FILE BANKURUPSY BUT HOME NOT INCLUDED THE DROPPED MY PAYMENT TO XXXX A MONTH PAY OFF SAYS XXXX PLUS ADDED FEE FOR XXXX I HAVE NEVER SIGNED ANY PAPERS WITH THIS COMPANYM LIVED HERE SINCE XXXX STILL HERE AND STILL OWE THIS MUCH MONEY? I HAVE NO PROBLEM MAKEING MY PAYMENTS TO XXXX WHICH HAS THE LOAN NOW, JUST DONT UNDERSTAND XXXX EXTRA NO MODAFCATION PAPERS WERE SIGNED EITHER I WANT TO PUT MY CARETAKER ON THE REFINANCE BUT THEY HAVE HIM ON THE LOAN BUT NO DEED IIAM THE ONLY XXXX ON THE DEED PLEASE THIS HSBC OR BENEFICIAL ARE RIPPING ME OFF I HAVE HAD XXXX AND CANT AFFORD AN LAWYER WHAT DO I DO?
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-14

Saint Paul, MN

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: my problems with phh mortgage corporation started over a year ago with them not being able to process late payments in a timely manner, giving me incorrect information on what was do and when, accepting phone payments that should have been credited to my account to then turn around and say sorry we sent a check back to you the XXXX check took 2 months to be returned to me the XXXX time it happened it took 4 months after them telling me on a monthly basis it was resubmitted and I should receive it soon. during this terrible time of dealing with their customer service and all the inaccurate information received from them I found my home in a active foreclosure status. in XXXX with the help of the great people at the Minnesota XXXX I was able to make a large payment to phh mortgage corporation that according to their customer service rep put my account completely up to date and that my next payment was due in febuary.even though my payment was much larger then what was due even after late fees were removed ect. I have requested a actual breakdown of what they credited the money towards but have not yet received a response. if it was not for the Minnesota XXXX contacting phh mortgage on my behalf none of this mess would have had a positive outcome. but my struggle with them is not over when I received my bill for febuary it was double what my normal monthly payment should be.i then discovered back in XXXX when I informed phh mortgage corporation that I was paying my property taxes myself the customer service rep told me not to do so I am sure what happened is they were planning to foreclose on the house so they paid everything because it served their needs best.i was given a phone number to liason to the president of XXXX mortgage who uses phh mortgage as their servicing agent to call her if I have any more problems, i have left her XXXX messages in the past 3 weeks and received no response. I do not trust them when customer service tells you different that what comes in the mail, when they tell you your account is current and up to date but its not, they tell you a check is in the mail and it takes 4 months to arrive and your given a number to contact to help make things right and she answers and never responds to a message
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-11

Citrus Heights, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-11

Plattekill, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX, XXXX, XXXX XXXX XXXX, Vice-President Customer Disputes and XXXX XXXX ( that same person I spoke with on XXXX/XXXX/XXXX ), manager Customer Disputes, sent a letter to the NYS Attorney General stating that, " We have completed reconciliations on both accounts and can confirm that the account status on each account is accurate. '' AND " Account XXXX ( The account in question ) is current. The next payment is due on XXXX XXXX, XXXX, in the amount of {$1000.00}. '' Our XXXX XXXX payment was credited to our account on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX after receiving a letter from Beneficial stating that we were in a repayment agreement and loss mitigation application that we had not initiated my husband called Beneficial to find out about this mysterious letter. He spoke with someone named XXXX who confirmed that they had made a mistake with the XXXX payment and we were not behind but up to date, and we are not in loss mitigation. Statements for XXXX and XXXX XXXX do not reflect the correct payments that we made and my husband spoke with a XXXX at Beneficial on XXXX XXXX, XXXX and she confirmed that our mortgage loan account was up to date. We received a letter dated XXXX/XXXX/XXXX from Beneficial saying that they have received our request for records of our account. The records we received are totally undecipherable. We also received a letter dated XXXX/XXXX/XXXX from Beneficial informing us that our mortgage loan was being transferred to XXXX XXXX XXXX, XXXX effective XXXX/XXXX/XXXX. In the letter Beneficial states that it will not accept payments after XXXX/XXXX/XXXX. Both my husband and I received XXXX copies of letters dated XXXX/XXXX/XXXX stating that we had to make a payment of {$2200.00} by XXXX/XXXX/XXXX or we would be in default and could lose our home. Note : the letter we received prior to these states they wo n't accept payments after XXXX/XXXX/XXXX. During this time they are also making repeated phone calls asking for payment. I consider this extortion. Payment history : Between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX we sent Beneficial a total of {$10000.00}. The financial records of our account that were sent to us by XXXX XXXX, Manager Customer Disputes, on XXXX XXXX, XXXX, confirms this and we have the cancelled checks to back it up. I am including that letter, with the records and the cancelled checks. Our monthly payment is {$1700.00}. There are 5 payments due from XXXX XXXX through XXXX XXXX. {$1700.00} x XXXX = {$8500.00}. So at the time that they sold our mortgage to XXXX we were not only up to date but ahead in payments. From XXXX/XXXX/XXXX throughXX/XX/XXXX a total amount of {$3600.00} was received by Beneficial yet only one month was credited toward our mortgage. We were also assessed XXXX late payment fees, XXXX on XXXX/XXXX/XXXX ( XXXX ), XXXX on XXXX/XXXX/XXXX ( XXXX & XXXX XXXX and XXXX on XXXX/XXXX/XXXX ( {$34.00} ) for a total of {$61.00}. If they had properly credited our account with the payments we sent in and they cashed, we would have been credited with on time payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The total amount due for those 6 months was ( {$1700.00} x XXXX ) {$10000.00}. We paid Beneficial {$10000.00} and that would leave {$500.00} for XX/XX/XXXX in our account. Beneficial told XXXX we were two months behind when in fact we were more than a month ahead. Beneficial sent a form letter response dated XXXX/XXXX/XXXX stating that they had received the above information and would respond in a timely and fair manner. On XXXX/XXXX/XXXX Beneficial sent another letter of an extension notification because they needed more time to complete the necessary research to provide us with a satisfactory response to our correspondence. On XXXX/XXXX/XXXX when we had n't received a response from Beneficial, we sent another letter to XXXX XXXX. They sent a letter dated XXXX/XXXX/XXXX acknowledging the receipt of this letter from us.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-11

Tarzana, CA

Taking/threatening an illegal action

Debt collection: Credit card

Seized/Attempted to seize property
Complaint: This number called me:XXXX. I was told I need to call because of a legal claim against me. Naturally, I called. XXXX XXXX representer told me I will be taken to court and I will lose my XXXX license if I do not pay. He implied that again during the conversations. Then of course, I can only think of that issue and I got my XXXX XXXX. I cried. And basically he said he will hang up and does not need to hear me cry and that I will owe more than I should if I do not resolve this issue with him now. I was told that he is recording our conversation and can be used in court. Please do. Please listen to the recording and see how he intimidates and says he needs to speak with the lawyers and that if by XX/XX/XXXX I will be again taken to court. I will be paying more than I should.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-11

CA

Other

Credit card:

Complaint: Credit card account closed over a year ago and continue to get statement and be harassed by HSBC. In response to complaint filed, HSBC issued a response indicating the credit card account ending - XXXX is closed and that the credit will be deposited to my bank account. Please refer to Case number : XXXX. However, the credit has not be deposited into my bank account or been issued a check in the amount of {$98.00}. Furthermore, I continue to receive credit card statement ( Statement closing date XXXX XXXX, 2016 was received on XXXX XXXX, 2016 ). I understand Consumer Financial Protection Agency can only prompt the business to issue a response, but does the agency not ensure that the business does not lie or compel the business to do what it say it will do in the response?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-11

Orange, CA

Settlement process and costs

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-10

Coon Rapids, MN

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-10

Salem, MA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-10

El Paso, TX

Cont'd attempts collect debt not owed

Debt collection: Auto

Debt was paid
Complaint: had a loan with beneficial, this loan was backed with a collateral I use my van, and bought insurance for d loan but my van was stolen an beneficial ask me for d police report, I took d police report to them an d loan was paid cause I had d insurance and lost my van. this happen I 2007 do n't know why after 9 yrs. this company " XXXX XXXX XXXX XXXX '' wants to collect money. please help do n't want from them to keep bothering me and my wife, I m a XXXX yr. old and get tu frustraded.with this matter.thank you
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-10

Brooklyn, NY

Account opening, closing, or management

Bank account or service: Checking account

Complaint: HSBC froze funds and closed checking and credit card accounts without giving reason and without allowing the opportunity for any defense. We suspect the only reason is that the account holder is a XXXX national. The account holder is a retired XXXX window who lives in XXXX. The checking account has been open for more than 10 years and the activity on the account has not changed since. The source of the funds have also remained unchanged, the account is funded with regular check deposits from passive rental income. The real property which is the source of the income is located within the US and has been owned by the account holder for 40 years, and it was purchased when the account holder was a permanent US resident, with income generated from employment in the US. The problems started when suspicious calls were made by someone who purported to be from HSBC to the account holder 's residence in XXXX, so we inquired by sending an online banking " bank mail '' message and HSBC responded that there were no records of HSBC having made calls, so we assumed they were fraudulent calls. Later we received a letter sent to the US mailing address, stating that we needed to call a number to provide missing information before a certain date. No mention of what information was being requested was provided. We made the call in a timely manner but were told by HSBC that we had to provide the unspecified information in person, at a specific HSBC branch, ( which was not near our US address nor was it the branch where the account was opened ). The deadline was not extended regardless that we explained that the account holder resided abroad. The funds were frozen and online banking access blocked. The account holder was able to fly to the US and go the indicated HSBC branch a couple days after the deadline. She brought with us passports, bank statements and proof of the source of the income. We were told by a XXXX XXXX, a Bank manager at the HSBC Branch on XXXX XXXX XXXX XXXX, XXXX, NY, that " they '' may not accept the information and documents we were showing her. But she would not tell us who " they '' were or precisely what information was required. All we knew is that because the account was from a XXXX national, " they '' needed the source of funds information. We were, however, able to draw an HSBC cashiers check with most of the funds, and decided to take out business elsewhere. We were also told that we could continue using an HSBC credit card which they said had nothing to do with the checking account. Today, notwithstanding, we received a letter informing us that the credit account was being closed because we allegedly failed to provide the information they requested, and online banking is blocked so we can not even pay the balance on the account and will likely incur interests for late payment. We vehemently deny having failed to provide information. We, in fact, provided information regardless of never having been clearly told what information was required or why it was being requested. The only thing we were told was that banking has changed now a days. I understand that HSBC has been involved in international money laundering. But we are not criminals, all funds are traceable to a legitimate source. Unfortunately, it appears that simply for being XXXX, lawful funds were withheld, credit ratings may be harmed, and the accounts were closed. All, for no good reason. The fear of loosing the funds she depends on have caused significant troubles and distress to the innocent account holder, who happens to be my mother and I am a US Citizen. I am also an NY XXXX and am able to understand how regulations work, so I can confidently say that HSBC appears to be acting unfairly and, perhaps, unlawfully. And my research shows that my mother is not the only one being treated this way. I trust CFPB will help end this discriminatory treatment.
Company Response: Closed with explanation

Disputed: No Untimely Response

2016-03-09

Baltimore, MD

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Untimely Response

2016-03-09

Montevallo, AL

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-09

Manhattan, NY

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-03-09

Rockaway Beach, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Untimely Response

2016-03-09

Los Angeles, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-09

NY

Deposits and withdrawals

Bank account or service: Other bank product/service

Complaint: A company has been withdrawing money from my checking account. I am not familiar with this company and called them asking them to stop withdrawing money from my account. They agreed to stop, but they continued doing so. I notified the bank ( HSBC Bank ) and had to fill out some forms with them under perjury of law. The problem continued and I went back to the bank and complained again and was asked to fill out the same forms that I fill out the first time. each time this company took money out of my checking account I was charged " with overdraft '' protection, since little to no money was in my checking account. The bank continued to let this company take money out of my checking account and charge my with " over draft '' protection. The bank now, present day ( XXXX XXXX 2016 ), claims to have sent me my new debit/atm card. I can not take money out of my checking account without my atm card. The bank claims that they sent me a new atm card, but I have not received it. I called the bank and they said that they will send me another card, which I still have not received. I do receive from the bank notices and statements, but still no debit/atm card. I filed a complaint with the post office in case the problem is there and now I filing a complaint with the bureau of Consumer Financial Protection. I would like this problem resolved.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-09

Cincinnati, OH

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-08

Ernul, NC

Delinquent account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response