HSBC NORTH AMERICA HOLDINGS INC

2016-03-01

Phila, PA

Managing the loan or lease

Consumer Loan: Installment loan

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-01

Quartzsite, AZ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: My complaint is concerning my mortgage info being removed from our, my husband and mine, credit bureau report. I recognized the problem when I viewed our credit reports on XXXX XXXX 2016. I was told by, XXXX of XXXX ( Dispute dept. XXXX ), that our mortgage info had been removed by HFC, Member HSBC XXXX, XXXX. XXXX XXXX, XXXX, FL XXXX, phone # XXXX. XXXX told me that she knew that HFC removed the info, because XXXX database showed an exclusion code from HFC, and that sometimes businesses removed info for maintenance or optics reasons. I then called XXXX on XXXX XXXX 2016 and spoke to XXXX a supervisor, who told me that for business reasons, HFC temporarily suspended reporting on all their mortgage info to the credit reporting agencies, because they did not want to report anything negative. My response was, " when you pull info from a persons credit report it reflects negatively and will cause the credit score to decrease which would affect your customers negatively. '' He then told me that he did not know if or when HFC would be putting the info back and that I would have to fax my complaint to their Credit Bureau Dispute and Inquiry dept. The fax which was given was XXXX. I asked him would this dept. be able to add our mortgage info back to our reports. He said, no ... my reason for filing this complaint. I have never heard of such a thing and without notifying the customers. Is this even legal? I am also concerned, because this mortgage was applied for in the state of Arizona and I recently saw an XXXX news report in XXXX 2016 about lawsuits against this company.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-29

Sandy Hook, CT

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-29

Lake Worth, FL

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-28

OK

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Nonrenewal, Other, Premium Notice/Billing, Unsatisfactory Settlement/Offer Other Reason XXXX : Accounting Breach Implied Covenant of Good faith *Details of the Complaint : Starting on XXXX XXXX XXXX the XXXX day of XXXX, the Insurance company has delayed the Mortgage payments to the extent of causing extra fees and deferred interest among other charges to make the pay-off a larger amount than when the XXXX began.After the insurance coverage limit was reached at $ XXXX on XXXX the next XXXX statements indicated {$00.00} owed for those months. Then in XXXX XXXX a statement came saying to start making payments of roughly {$1000.00} per month again.I made those payments and they were not applied anywhere.Though I did notice that the deferred Interest amount had increased by almost the exact amount that those ( XXXX ) payments I made totaled.I then sent them a QWR letter requesting documents and an explanation.What they sent back was evidence of their wrongdoing over the past 12 years since we started the mortgage including the XXXX periods broken into 24 month segments.They basically kept sending continuance of XXXX forms and rejecting them and saying we needed to fill out a different XXXX in order to delay paying themselves.These forms were filled out by Certified Doctors each time. They even sent XXXX letter back saying that my doctor ( XXXX XXXX was not a real doctor even though they had accepted her forms for over a 2 year span.She is a real doctor XXXX or was at that time.So I had to get a new doctor to fill out the continuance forms. At that time I was XXXX. The situation caused XXXX on me and my wife.XXXX I did file for a Chapter XXXX Bankruptcy and it was discharged XXXX. I did not reaffirm the Mortgage.I am faxing several pages of documents for your examination of the problem. I just want the amount owed to be right and them not to be allowed to cheat us as they have done to several million people over the past XXXX decades.Please feel free to call me with any questions or more documents. I have hundreds of pages of letters and statements. Please help us out if you can. Thank You, XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-28

Laguna Beach, CA

APR or interest rate

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-27

Barrett Parkway, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-27

Alexandria, VA

Money was not available when promised

Money transfers: International money transfer

Complaint: As a XXXX retiree form a XXXX D.C.-based international organization, I live about six months of the year in XXXX. I have an HSBC XXXX Account i the XXXX and XXXX in XXXX and I use a service called XXXX to transfer funds from the XXXX to XXXX through Internet banking while I am in XXXX. I pay {$50.00} a month for this privilege. HSBC links my XXXX accounts and the transfers are supposed to be immediate. After having done this without problem for 5 years ( the funds would exit my XXXX account and be credited immediately to my XXXX account ), on XXXX XXXX, 2016 I tried to transfer {$1900.00} and the funds never got to XXXX. It took at east 20 calls to the HSBC XXXX call center and the XXXX call center. I spoke to at least XXXX call center employees in the XXXX call center ( probably in the XXXX ) and XXXX employees in XXXX. I spent a total of at least 30 hours on the phone trying to find out why my money got lost XXXX I explained that I needed the money MOST URGENTLY to cover expenses in XXXX as a retiree. Nothing swayed the call center staff into action. Finally, after much begging, my problem was " escalated '' to a " technical team '' and I was told I would get an answer in 48 hours ( which turned out to be 48 WORKING hours, or 6 days ). The reply I got from the XXXX HSBC XXXX team was, quote : " We have no access to the XXXX systems, and therefore we are unable to ascertain whether there was a transfer ''. The call center employee who read me that incredible reply over the phone suggested sending an e-mail to the XXXX XXXX XXXX in XXXX XXXX, if I wished to pursue the matter further. I called the XXXX call center once again ( it was around XXXX XXXX by then ) and they discussed the matter with XXXX. They were able to determine that the money had gone into a so-called " Transfer Suspense Account '' due to a technical glitch on their side. By then I was REALLY short of money in XXXX so I had to return to the XXXX to access funds. Once XXXX, I continued to pursue my case and finally, XXXX of the countless XXXX call center employees who I had discussed it with called me back and promised I would get my {$1900.00} back in my XXXX account. Incidentally, every time you call the HSBC XXXX center you have to answer a long list of security questions to make sure you are the account holder. However, the customer service people are not allowed to provide any information on themselves. Thus, if " XXXX '', ( probably not his real name ) makes a promise like this XXXX, and the next time you call " XXXX '' is not there, no one is held accountable for his promise. In fact, they have no idea what you are talking about! To make a long story short, I finally got the funds on Thursday, XXXX XXXX, in XXXX XXXX in my XXXX account. Of course, there was no interest added and of course the exchange rate mas most unfavorable. Oh, and by the way, I wo n't be able to use the money until I return to XXXX. So let me state my complaint in the form of a series of questions : Why does HSBC, a banking institution with operations all over the world, offer a XXXX service that it is not able to deliver? Why does HSBC offer a " XXXX '' service to its best clients and then does nothing to satisfy their needs, even if they are pressing as in my case? I heard that HSBC had to pay a hefty fine for laundering funds for XXXX recently. Could it be that their XXXX XXXX XXXX in XXXX is too busy doing that type of transaction to care about a meager {$1900.00} transferred by a lowly XXXX expatriate who needs the money to live on? I am aware that precisely due to money laundering concerns, moving funds internationally has become much more difficult and expensive in recent years. But remittances for legitimate purposes should not be made to pay the price..
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-26

Franklin Lks, NJ

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-26

Plattekill, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Beneficial can not read or understand ENGLISH! I am making a complaint against them for a mistake they made in XXXX XXXX. That 's XXXX XXXX. DO YOU UNDERSTAND THAT THE YEAR IN QUESTION IS XXXX?? NOT NOT NOT XXXX. Beneficial DID own this mortgage loan in XXXX XXXX. They have stolen our money. Here is my complaint and possibly you can locate someone at Beneficial that can actually read and understand English. And make sure they understand that the theft by Beneficial happened in XXXX XXXX NOT XXXX. They did hold the mortgage in XXXX XXXX. BENEFICIAL IS THE RESPONSIBLE PARTY!!! Beneficial applied two monthly payments XX/XX/XXXX to XX/XX/XXXX. They have sent us their accounting records that show that they made this mistake but they refuse to rectify the mistake. On XXXX XXXX, XXXX they completed a reconciliation of our account and their lawyer informed the federal bankruptcy judge that our account was up to day. On XXXX XXXX, XXXX after completing another reconciliation they told the NYS Attorney General 's Office that our account was up to date. Between XXXX XXXX, XXXX and XXXX XXXX, XXXX they were paid a total of {$10000.00} which was more than enough to cover 6 months of payments ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) of {$1700.00}. On XXXX XXXX, XXXX they sold our mortgage to XXXX XXXX Loans. Not only did they not tell XXXX that we were paid through XX/XX/XXXX, they told them that we were a month behind. This caused us to incur late fees. They seem to think that XXXX can fix their mistake. XXXX CAN NOT FIX A MISTAKE THAT BENEFICIAL MADE! Beneficial needs to be held accountable for stealing a customer 's money. This is a heinous act and they need to be punished. After many requests they sent us their accounting records of our mortgage. THEIR OWN RECORDS SHOW THAT THEY MADE A MISTAKE IN APPLYING THE PAYMENT TO THE CORRECT MONTH. Apparently no one at Beneficial Customer Service can read and understand English. Nor can anyone decipher their own accounting records. PLEASE make every effort to find someone at Beneficial that can read and understand English and can also understand their own accounting records. I DO NOT WANT TO HEAR THAT THEY BEAR NO RESPONSIBILITY TO FIX THEIR MISTAKE BECAUSE THEY SOLD THE LOAN TO XXXX AFTER THEY STOLE OUR MONEY. This information is also being shared with the NYS Attorney General 's Office and the federal bankruptcy court judge of the southern division of NYS.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-26

NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: we pay our taxes separate from our taxes my mortgage company paid them by mistake when i called them told them the mistake and said if they send a request the tax office will refund them they refuse they said my tax office sent a letter stating we were diligent which is not true the tax office said my mortgage company by law would need a tax code in order for them to pay my taxes this is fraud on there at first when we called they said they would request the refund now they say want us to send them a check we do not trust them someone made a terrible mistake and they want us to pay to cover it up
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-26

NY

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: To Whom it May Concern, I am filling this formal complain because I feel that Beneficial ( HSBC ) is not honoring their part of the agreement with the government. I have been trying to get a loan modification since XX/XX/XXXX. During that time Beneficial has put me through a ridiculous ordeal. I have a legitimate reason for hardship. I became divorce in XX/XX/XXXX so that took away half of that income, then my father became sick and my Aunt took over his house that was next door to me, I started taking care of my father then after he passed away, my aunt became dependent on me and I had my son whose mother had nothing to do with not even financially was my responsibility. all these issues with under {$30000.00} a yr pay. I recently then remarried in XX/XX/XXXX to my new wife who is XXXX XXXX and I do carry the burden of putting her in this mess. we have XXXXkids and XXXX grandchildren and we have borrowed money from family and friends. I believe that Beneficial illegally denied me for the assistance and since I 've read that they have been fined heavily for wrong doing, I was forced to hire a law firm to protect my home. I would have never gotten in this mess had Beneficial not told me to get behind on my payments. They told me it was necessary to be able to qualify for the hardship assistance. Then they played games with me. they told me they never received my paperwork, or this computer does n't have that information, they said they lost it and told me I had to re-apply. They kept changing relationships managers on me and I could never get the same person on the phone twice. My mortgage is currently over XXXX % of my gross monthly income. If that is not considered a hardship by Beneficial, that what really is? I believe I meet every single criteria put forth by HAMP program. My mortgage was originated in XXXX and I never refi 'd. this home this is ( was ) my families home and I took a loan out to update it. I am hoping that someone will hold these big banks accountable for homeowners assistance when they clearly deserve it. I think the main reason that Beneficial is not helping me is because I do have some positive equity and they want to get that money for themselves. I did not read anything on the HAMP guidelines that if a homeowner has positive equity that the lender does not have to approve them for HAMP, but maybe that is just the banks policy to maximize their profits. If I could just get caught back up and into an affordable payment, then I could keep my home, but I am at my wit 's end. there are an obscene amount of foreclosed homes in my neighborhood and more going up everyday and I do not want to join them. Please help me save my home. I want what is fair and right. Sincerely
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-25

Bedford, OH

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-25

Chestnut Rdg, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-25

Bremen, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I few days ago a person from HSBC came to my home and I already star receiving letters of foreclose ans short-sale. HSBC is my mortgage company for over 10 years, since I acquired the loan I was never late before, but in XXXX my financial situation change due to my Mother XXXX done, I had to be out from work to take care her, my bills start accumulating since I was not getting pay the same. I got behind on the payments so I requested a loan modification to help me but the denied my application. I am the only person that works in my household. I appealed the decision but it was denied again without a valid reason. Moreover, they asked me to do a short-sale, I do want to lose my home. I asking the to check that I have special rider that is on my mortgage where states that the interest rate was reducing every year a 0.25 % at the anniversary of the loan since the inception of the loan in 2004. I am requesting to adjust the mortgage payment to the 4.3 % which it is my actual interest rate now, from the 7.50 % original when i got the loan. my mortgage payment never change I still owe {$89.00} and I pay XXXX monthly for the mortgage.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-25

Lk Buena Vis, FL

Taking/threatening an illegal action

Debt collection: Credit card

Threatened to sue on too old debt
Complaint: Several family members from received phone calls in the past week from XXXX, regarding " active litigation '' against me. They have never attempted to contact me, that I 'm aware of. I called the above number today and gave them my " case number '' which they provided to my family members. Spoke to a paralegal named XXXX XXXX who said her firm, XXXX XXXX XXXX had been hired on a contingency basis, I explained that the old debt that she had mentioned had passed the SOL in Florida. She said that I could sign the papers and let the judge decide. She said that they would serve me at my employer today, and when I tried to make sure they had the correct address, she hung up on me.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-25

Manchester, NH

Taking/threatening an illegal action

Debt collection: Credit card

Threatened to sue on too old debt
Complaint: XXXX XXXX continues to threaten me with legal action if I do not pay a debt that was written off by Orchard Bank and XXXX well over 10 years ago. They continue to insist on their right to report it as an unpaid debt on my credit report. They call me at work, and are verbally aggressive and discourteously harassing me, even when I tell them I can not talk at work. They refuse to send me documentation that proves the origination of the debt as well as their explanation for why they are allowed to collect on this debt that is well past the statute of limitations I do n't know what to do or how to stop them from call me. I have blocked their numbers on my phone, only to be called from yet another number. It 's quite distressing. The debts written off were from the economic recession when my husband and I had a XXXX business that failed. We lost everything including our home. Now, he has terminal XXXX and we are living off social security. I do n't want these people calling me for an old debt but they wo n't stop. What should I do?
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-25

Newark, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-24

Encino, CA

Improper contact or sharing of info

Debt collection: Credit card

Contacted me after I asked not to
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-24

Brooklyn, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-24

Santa Ysabel, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: HSBC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX XXXX, CA XXXX Why is HSBC refusing to release a lien on a property to which THEY HAVE ALREADY TAXED THE HOMEOWNER ON THE LOSS?? On XXXX/XXXX/XXXX and on XXXX/XXXX/XXXX we mailed a Lien Release Request to HSBC. See attached copy of Lien Release Request Cover Sheet. Also see attached Confirmation of Receipt from the US Postal Service showing delivery on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX we were told that this file was being handled by the New York Lien Release Team and given their direct email address to email the docs that we had mailed previously. See attached copy of our email dated XXXX/XXXX/XXXX, the emailed attachments ( current Title Report, Recorded Assignment to HSBC Bank, a fax from HSBC Bank dated XXXX/XXXX/XXXX, and Authorization to speak with our company ), and the response from the Lien Release department indicating receipt of our email. We have been calling multiple times per week since then. The reps can not tell us anything except it has not been sent to the county to be recorded. We have requested a response from the lien release team multiple times since this started. No one has ever once returned our phone calls. Why is HSBC refusing to release a lien on a property to which THEY HAVE ALREADY TAXED THE HOMEOWNER ON THE LOSS - See attached Cancellation of Debt for the Tax Year XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-24

Salisbury, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-24

Queens, NY

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: CC payment of {$47.00} due XXXX/XXXX/16. Paid {$50.00} on XXXX/XXXX/16, the next official banking day. Assessed late fees of {$35.00} by bank. Called on XXXX/XXXX/16 to complain and late fees were reversed. However, bank maintains that I still owe {$82.00} ( {$47.00} + late fees ). I have been called on five separate occasions to request immediate payment and I refused. I have asked HSBC to stop the phone calls, but they still come. I am on XXXX and paying more than {$50.00} is a financial hardship.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-23

Orange Park, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-23

Buffalo, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response