HSBC NORTH AMERICA HOLDINGS INC

2015-12-09

Brooklyn, NY

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I received a text message from what appears to be an HSBC address saying that suspicious activity has been detected on my account, and to verify my account details to prevent suspension of my account. This seemed fishy XXXX, so I called HSBC directly since their website does not allow me to log in unless I have an active account, which to my knowledge I do not. The phone system HSBC employs will also not allow callers to speak with a representative unless they either have an active account or lie about the nature of their call. In my case after a half-hour spent trying to navigate through their many menus and failing to get a live operator, I pressed the key sequence to tell them I was interested in opening up a new account, which produced ( surprise, surprise ) a live operator waiting to take my money. After explaining the situation to this operator, they told me this was a fraudulent text, but could otherwise not assist me to make sure that there was no other fraud happening in connection to my identity or former account information. While I completely understand HSBC has no controls over scammers using their name in their attempts to commit fraud, the fact that HSBC makes it not only difficult but nigh-on impossible to speak with a live human being goes beyond the pale, especially since they are active targets of fraud attempts. As a past customer of theirs whose vital details are in their system, I find it extremely alarming that they care not one whit for customer relations unless you are handing them money on an active basis. After all, I have no control over or knowledge of their IT infrastructure and they clearly have little to none either.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-09

Bronx, NY

Billing statement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-09

Houston, TX

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt was paid
Complaint: XXXX XXXX fraudulently reported a dispute on my credit report for a {$600.00} collection. This is shows as a revolving credit which was paid in full over a year ago. The dispute was finally removed after 4 months. However, my home loan is being denied 10 days before closing because XXXX XXXX/HSBC is refusing to delete the inquiry off my report. I am about to lose my home loan all because a {$600.00} collection was fraudulently disputed and effected my credit. If it had n't been disputed and the dispute recently removed, I would be approved for my home loan.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-08

Bayside, NY

Deposits and withdrawals

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-08

Marshallton, DE

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-08

Forest Oaks, NC

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-08

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-08

Bremen, GA

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: In XXXX of 2009, my husband and I filed Chapter XXXX Bankruptcy. Our mortgage company, HSBC, agreed to a loan modification and reaffirmation which lowered our mortgage payments from XXXX to XXXX. We signed these documents with our Bankruptcy Attorney ( XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX ) and they were sent to the Attorney for HSBC XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX ) to be filed with the court. Four years later, we start getting notices from HSBC that we were behind on our mortgage payments and they threatened to foreclose on our house. Not one time have we ever missed a house payment. At that time, I had my attorney research the matter even though they were not obligated to do so, they contacted the Attorney for HSBC who claim to have never received the loan modification and reaffirmation agreement. I was terrified that our house would be foreclosed on again, so I agreed to sign another reaffirmation agreement. However, HSBC did not agree this time to modify our loan payments to a lower amount. I feel like in order to keep my house, I felt forced to sign the new agreement at the higher payment of XXXX. In addition to the higher payment HSBC tacked on approximately {$12000.00} in interest. No one seems to care that the paperwork was mishandled. No one seems to care that I owe {$12000.00} more than I should. No one will listen. I hope you will.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-07

Rochdale, NY

Rewards

Credit card:

Complaint: XX/XX/XXXX I opened a credit card account w/HSBC. Several of their employees told me if I charge at least {$1500.00} w/in 90 days I would get a {$150.00} cash " reward '' ( I do n't understand the difference between {$150.00} and {$150.00} 'reward ' ). I charged the {$1500.00} w/in the time frame & was told the {$150.00} would soon appear in my account. As of 30 minutes ago it had n't. I made several calls to the XXXX # -- the last time I was connected was XX/XX/XXXX when I spoke to someone who identified himself as " XXXX '' emp. # XXXX. He said the $ would be in my account in the " next few days. '' I made lots of other calls to the XXXX # since then but I 'm always on hold for long periods and whomever I speak to says I have to speak to someone else & eventually I get disconnected. I recently called my local branch -- on XXXX XXXX in XXXX, XXXX XXXX. They told me to call the XXXX # -- I told them that did n't work for me. They said I should come down to the branch. I do n't want to make the trip & I fear that wo n't work anyway. The XXXX people I spoke to at the XXXX # agreed I was entitled to the $ & said it was coming so why ca n't they just credit it to my account?
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-07

Katonah, NY

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: My wife and co-borrower, wrote a check against our home equity line of credit to pay a credit card. HSBC returned the check unpaid and indicated that she was an unauthorized borrower. After calling HSBC customer service twice, they then said that the signatures did not match. I then ask them to provide proof by requesting a copy of the returned check and the signature card but HSBC had the audacity to charge me a fee for this. I can not believe that they want to charge me a fee for their mistake. I have since been charged {$30.00} by HSBC for a returned check fee. My credit card company also charged me {$30.00} for a returned check fee and almost {$15.00} in interest for the period between the due date and the date I paid with another check. It is unacceptable for a bank to be unwilling to provide a copy of your own signature to verify that they have a correct signature on file. I also requested that they mail me new signature cards - which they have failed to do.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-07

Penn Yan, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-06

Nyc, NY

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I received a call from my bank asking me if I had used my debit card for a couple of transactions. I listened as they rattled off these transactions and one got my attention. It was from XXXX XXXX for {$19.00} and I told them no I did not authorize this transaction. So they deactivated my debit card, and after I hung up the phone I was curious if this was the first such charge. So I went through my bank statements and found that it was n't the first such transaction. It had been going on for about three months to the tune of over {$1000.00}. So I contacted the bank and disputed the charges, about a week later I got the funds placed in my account and was told the case was closed. Then almost two months later I received a letter stating that my son had a prior relationship with the XXXX store and since this was the case he must have made these purchases. I assured them that he did n't as I checked his XXXX and there were no games on there because he does n't buy games online, he likes to have the case and disc. So as I had closed out my account before they could take the funds out, they decided to accept my direct deposit anyway and took all the money back throwing my account into the negative because of this I was also charged several banking fees for transactions they paid knowing that I had no funds in my account to cover these charges. So now my account is almost - {$900.00} and I have changed banks. They have continued to pay bills and I was then told to get a police report to release the bank from responsibility. I did that and waited ten business days as I was told, then I called back and got the same answer. My son must have made the purchases. So I asked them for proof, and they said for me to contact the playstation store, which I had already done and they said they can not provide me with such information. I do n't understand if someone was spending almost {$100.00} a day on a website why the bank had n't contacted me earlier, and they said that is not their job. It is my job to keep track of what is going on with my account. I said so you are n't responsible in helping to cut down on fraud, and they said no that is my job. I am so angry that I have switched banks and will never go back to this bank, but I am still out over {$1000.00} with no explanation or apology or anything at all resembling how a business would handle such matters.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-05

Manhattan, NY

Unexpected/Other fees

Other financial service: Money order

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-12-05

Santa Ysabel, CA

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt was paid
Complaint: Constantly getting calls from HSBC Collections. XXXX for XXXX Credit Card which was paid in full. This account shows on my credit report that it was paid in full and closed.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-04

Warren, OH

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-04

Rochdale, NY

Rewards

Credit card:

Complaint: I had XXXX ( XXXX ) credit cards with HSBC Bank USA that accumulate points for every dollar I spend with my credit cards. The points that I earn accumulate in my account until i used it for purchase of airline ticket or other goods and merchandise, base on the terms and agreement with the credit card company my points never get expired. I currently have XXXX points XXXX card and XXXX on the XXXX card. I received a letter in the mail one day to my surprise the bank close my account and cancel my credit cards. When I call the bank to inquire what the problem was I was told that my business was not profitable since I am a very good customer and I always pay my balance in full the bank is not making money from my business, when I inquire about my points the are saying I lost the points because my account was closed. I am writing to you to help me regain my points since the bank choose to close my account without my consent and did not give me the opportunity to redeem my points which worth a lot to me.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-03

West Branch, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-03

Buffalo, NY

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Untimely Response

2015-12-03

N Bethesda, MD

Settlement process and costs

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-03

NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I am contacting the CFPB for help in trying to deal with my mortgage company, HSBC Mortgage Service Center. Please see the attached original mortgage note which shows this loan originated on XXXX/XXXX/XXXX with the original principal balance of {$410000.00} with a rate of 6.125 %. This was a full document loan with good credit. I had been promised a 5.875 % according to the attached commitment letter but at the time of closing, I was told the rate was locked at 6.125 %. As you can see on the HUD XXXX settlement statement, I was charged {$10000.00} to the broker and what I was informed well after the fact the broker also made the yield spread on the rate of {$7300.00} for a total of {$17000.00} on a rate and term refinance. The purpose of this loan was to combine the XXXX and XXXX liens which were both taken at the same time when the home was purchased. This loan also had PMI for being over 76 % LTV according to the disclosures so this should be considered a conventional loan. HSBC contacted me to modify my loan back in XXXX of XXXX reducing the rate from 6.125 % down to 5 % but was a step rate modification set to increase to 6 % XXXX and then to 6.125 % for the remaining 40 year term which was extended from 30 years. So this modification was raising my rate higher than it even was. And extending my term. The modified loan amount was {$400000.00} after including an unpaid principal balance of {$400000.00} making the new money amount only {$3400.00} which was just a little more than XXXX payment I was due as they told me to hold off paying that because the refinance was going through. At the closing, when I saw the rate would be increasing after 5 years, I was told not to worry, they will refinance or modify this loan before that happens when it is time to remove the PMI I was paying monthly.The reason my loan fell delinquent was because back in XXXX of XXXX, XXXX XXXX hit our area devastating many homes and leaving a wake of damage. Although the damages to my property was not severe compared to many, I still depleted my savings to remove a down tree across the driveway and repair the fence and roof. That same month due to the decline in business and damage to the offices, I had lost my XXXX job after 9 years with XXXX XXXX XXXX, which was a reduction in income of {$2400.00} a month. My monthly net income was nowhere near enough to cover my mortgage payment, let alone any of my other expenses. I was in shock after now having no savings and no additional income, I quickly applied for a loan modification which took several months for a decision to finally be made and I was declined. I was declined several times thereafter for different reasons from the value of the home to having too much debt when I have nothing on credit but my mortgage or not enough income which my income is at a 35 % ratio during the last review which is not out of range. The most recent denial was from XXXX/XXXX/XXXX stating I do not show sufficient income in addition to my monthly expenses. I was advised my monthly expenses were calculated to be much higher than they were and I was told it was due to accounts reporting to credit. I quickly pulled a tri-merge credit through XXXX and the only open credit account is this mortgage. There are no liens, no collections and no charge-offs or judgments. HSBC advised me to forward that credit and they will get back to me but never did and never addressed this. I was told I can just re-apply. I am now at the point I have been served with a foreclosure summons.
Company Response: Closed with explanation

Disputed: No Untimely Response

2015-12-03

Boulevard, NY

Disclosure verification of debt

Debt collection: I do not know

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

Disputed: No Timely Response

2015-12-02

Five Points, NC

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have a loan that has been serviced by HSBC since XXXX, XXXX. I admit that there have been several times over the course of the last 14 1/2 years that I have fallen behind on my payments due to financial situations. In XXXX, XXXX I went from being self-employed to employed and my salary significantly decreased. In addition, my daughter had XXXX and I was incurring significant co-pays and deductibles. On XXXX XXXX, XXXX I contacted HSBC regarding loan modification. I faxed my paystubs and a hospital bill. On XXXX XXXX, XXXX HSBC sent me a letter offering a short sale or deed-in-lieu of foreclosure. Modification was denied because HSBC " did not received required information from a third-party ''. On XXXX XXXX, XXXX HSBC sent me the Residential Broker Price Opinion. On XXXX XXXX, XXXX HSBC wrote me and stated that a modification could not be offered because " borrower 's reason for delinquency does not demonstrate a permanent hardship. Permanent hardship includes death, terminal illness or permanent health condition of someone living in the household '' and " net Present value calculation did not satisfy lender 's guideline. '' When I contacted HSBC to discuss appeal, I was told I would have to send a money order or certified check for {$200.00} for an appraisal. Unfortunately, this was my second attempt at loan modification recently. In XXXX, XXXX, I contacted HSBC and due to being self-employed was required numerous times over the ensuing year to produce months of bank statements and explanations of deposits and expenditures. When I could not provide any further information for transfers of money to/from my son ( who was in college XXXX my modification request was denied. HSBC gratiously " reaged '' my loan, but my interest rate has remained at 10.5 % and I have again fallen behind. Each time, save XXXX, when I was able to make contact with someone at HSBC, thanks to an acquaintance who formerly managed an HSBC loan office, I have been denied. That time, I was given a temporary modification, which helped significantly, but was denied a permanent modification. I disagree that the Residential Broker Price Opinion ( `` drive by appraisal '' ) adequately assesses the fair market value of my home. I disagree that I should have to pay for a legitimate appraisal. I disagree that my decrease in income does n't represent a permanent hardship. Please contact HSBC and investigate not only this loan modification application, but the entirety of the servicing of my loan.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-02

Louisville, KY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: We have lived in our home for over 10 years. We survived through the barrage of foreclosures in our neighborhood. 2yrs ago we applied for a modification loan with our lender HSBC. While we were going through the process, we had XXXX - XXXX different loan officers. It took forever for us to receive the modification packet. Once we received the paperwork, we immediately signed, had notarized, and mailed back in. About 6 months ago we were notified by our Bankruptcy attorney ( paying on a Chapter XXXX ), that HSBC submitted {$30000.00} in back payments, late fees, interest, and legal charges. When I contacted them, they stated that we were actually never approved for the initial modification loan. This was a new loan officer. I asked how we had been paying the modification amount for 2yrs, without any contact via phone or mail, as they had all of our current contact info. To this day he still has n't answered that question. Now they are offering us another modification loan, including the extra {$30000.00}, making our mortgage payment more than it was when we XXXX got our fixed rate. We 're being punished due to someone on their end dropping the ball on our XXXX modification loan. Our modification amount went from {$1000.00} to {$1600.00} a month. Our home is only worth {$160000.00}, but now we owe {$220000.00} after we have been paying mortgage for over 11yrs.
Company Response: Closed with explanation

Disputed: No Untimely Response

2015-12-02

Brooklyn, NY

Other transaction issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-02

Charlotte, NC

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: HSBC BANK Acct # XXXX Status : CHARGE-OFFThis account was reported in XXXX 2008 as being the victim of identity theft ( Police Report # XXXX ) and all information was sent to them via certified letter and via Fax. It has been nearly 8 years since this occurred, and I am still riddled with issues in their reporting and that they 've " charged off '' the account. I have contacted them on several occasions requesting they provide proof of ownership ( signed documents ) and that all charges were legitimate. In each instance, they have never responded. I have disputed these entries on my credit files and they are continually updated with inaccurateinformation. In the past 60 days, I have once again sent correspondence to both XXXX and the creditor requesting validation of acct ownership. Each time, they do not provide anything other than an electronic verification that what information they have is correct. When I dispute the accounts to show that fraudulent charges were made on the account, I 'm told that the creditor will not respond and that I need to speak with them. I have done all I can do to get this resolved. The only thing that the creditor and XXXX are doing when I dispute these items is to verify my name, SSN and account status - NOT FRAUD CHARGES. By law, they have not responded with evidence and appropriately within 30 days to the legitimacy of the charges and have not provided any response or evidence they are investigating the nature of the charges associated with my former acct. In doing so, they 're in violation of the FCRA laws and must remove all entries of this account immediately.
Company Response: Closed with explanation

Disputed: No Timely Response