HSBC NORTH AMERICA HOLDINGS INC

2019-06-10

Tarzana, CA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I submitted a balance transfer of XXXX via web from HSBC to my XXXX XXXX account on XX/XX/2019. According to HSBC it'll take 10-14 days to processed the transfer. I contacted HSBC 14-15 days later to advised them that I didn't received the fund in my account and that if for some reason it didn't go through that it was okay to just cancel the transfer completely. The representative advised that they will look into the matter and will contact me for a follow up. Few days later I received a letter in the mail regarding issue of the balance transfer including a copy of a check from HSBC sent to XXXX XXXX referencing a completely different account number. I contacted HSBC right away regarding the letter and advised them that they have reference the wrong account number on the check. HSBC advised that they can not do anything about this matter because the check was already cashed by XXXX XXXX. In addition, they have advised to contact XXXX and have them re-route the fund to my account if it was incorrectly applied to a wrong account and that they can not further assist me. The following week, Monday morning I walked-in to a XXXX branch and spoke to a branch manager regarding my situation. She assisted me in searching for the account number that was indicated on the copy of the check proven that it wasnt any of my account with them. Furthermore, she submitted an internal ticket within the bank about this matter. I asked I she could re-route or transfer the fund from that account to mine she advised that she cant process such transfer of fund because I do not have any of information on the copy of the check. She promised to follow up with me before the end of the week in regards to the ticket she submitted. The branch manager contacted me Friday morning and advised there wasnt any luck in finding any information about the balance transfer and provided me a contact number for the XXXX claim department for further assistance. I right away contacted the number given to me by the branch manager. I spoke to a representative and advised her of the issue that Ive been dealing with. The representative advised that they can not process transfer fund from one customer to another. She advised to contact the bank manager who Ive been speaking with that she would be able to contact the client/customer of the account number indicated on the copy of check and get a verbal confirmation if the balance transfer received on their account was valid or not. Again, right away contacted the branch manager and advised her what the claim department told me. She right away, advised me that shell do her best and will contact the customer and follow up with me as soon as she can. Later that afternoon I received a call from the manger and she confirmed that the customer with the account number on the copy of the check was another mutual customer of HSBC and XXXX and that person had also made a balance transfer from HSBC to Chase. Then thats when realized HSBC had sent me one of their customers proof of balance transfer. Also, the check was dated XX/XX/2019 which obviously can not be the check that HSBC claimed they've processed as my balance transfer fund to XXXX, the fact that I requested the fund transfer online on XX/XX/2019. I've reached out to HSBC and advised them of the facts and requested them to find out what happened with the balance transfer. I have expressed my concern with HSBC about the re-payment which according to my statement first payment due on XX/XX/XXXX and how I felt that I shouldnt have to make any sort of payment until this issue is resolved but at the same time I was extremely concerned that itll greatly affect my credit score. This has been the most stressful situation Ive ever experience. Ive been contacting HSBC once or twice a week to get an update on this issue, unfortunately I havent heard back from the credit card company in regards to solving this matter.
Company Response: Closed with explanation

Timely Response

2019-06-10

South Florida, FL

Wrong amount charged or received

Money transfer, virtual currency, or money service: International money transfer

Complaint: XX/XX/2019 I sold my primary residence in XXXX XXXX, FL. The amount received from the sale was deposited in my HSBC checking account XX/XX/ 2019 I went to the HSBC Bank located on XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX to initiate a wire transfer of USD {$100000.00} The wire transfer was initiated from a US dollar account at HSBC Bank to a US dollar account at XXXX XXXX in XXXX XXXX REFERENCE XXXX XXXX BUY REAL ESTATE IN XXXX FROM PROCEEDS OF A SALE OF REALESTATE IN US XXXX XXXX 2019 I was informed by XXXX XXXX XXXX that only USD {$94000.00} was received I sent by wire transfer USD {$100000.00} on XXXX XXXX 2019. I received USD {$94000.00} on XXXX XXXX 2019 The amount of USD {$5600.00} is missing I have called HSBC Bank at least 8 times over a 3 week period The following is my call log and a summary of events XXXX XXXX 2019 I called HSBC Bank. Talked to customer service, XXXX who opened investigation reference number XXXX XX/XX/2019 I called HSBC Bank. Talked to customer service Hani. Hani did not find any notes or reference enter by the XXXX, therefore we started a new investigation XXXX XXXX 2019 I called HSBC Bank. Talked to customer service XXXX XXXX. XXXX could not find any logs, previous references or anything related to my issue XXXX XXXX 2019 I tried to escalate the case and talked to XXXX the Floor Manager. The Floor Manager called Wire Room Team. XXXX suggested to wait for the Wire Room Team to respond. XXXX XXXX 2019 I called HSBC Bank. Talked to XXXX, Floor Manager. XXXX called the Wire department and also suggested to wait. Also on XX/XX/XXXX XXXX Manager created a new complain number XXXX XXXX XXXX 2019 I called HSBC Bank. Talked to XXXX manager of customer department. XXXX created a new case number XXXX. The case was submitted to the wire room department. XX/XX/ 2019 I called HSBC Bank. Talked to customer service XXXX XXXX XXXX could not find any logs, previous references or anything related to my issue. XXXX XXXX 2019 I called HSBC Bank. Talked to customer service XXXX id XXXX. XXXX provided no information. I asked to talk to the floor manager. Floor manager XXXX was not available. The wire transfer was executed 3 weeks ago. I called HSBC Bank at least 8 times as outlined above. Sometimes I have been on the phone for over an hour with no resolution. Something went terrible wrong. Why HSBC Bank is providing no answers. Where is my money. As of today, the amount of USD XXXX is still missing. HSBC Bank consistently provided no resolution to my request.
Company Response: Closed with explanation

Timely Response

2019-06-09

Santa Susana, CA

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2019-06-07

Breidablick, WA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-06-06

Rayford, TX

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-06-06

Detroit, MI

Closing an account

Checking or savings account: Checking account

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

Timely Response

2019-06-05

Novato, CA

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response

2019-06-04

Brooklyn, NY

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2019-06-04

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-03

Everett, WA

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Complaint: They have been calling saying we owe XXXX but they can do a hardship now and we can make 3 payments of XXXX starting today. They said they are from XXXX XXXX XXXX and if it is not resolved today then hsbc which is closed according to the woman we spoke to. That hsbc will be sending a law suit to XXXX County for the full amount and we will be required to pay the full amount in court. They knew all of our information last two places we lived last four of our ssn. They emailed us a letter with an address of XXXX XXXX XXXX XXXX XXXX XXXX ga XXXX. Phone number XXXX. I have called hsbc bank to see if they have any information for an old account and they do not. I called XXXX XXXX because the woman said XXXX XXXX took over the company. But XXXX XXXX had no information. I called XXXX to see if they had any information on this on my husbands credit report and they have nothing. The woman who called us also mentioned that this account is old and will not show up on our credit report.. which was weird to me.
Company Response: Closed with explanation

Timely Response

2019-05-31

Briggs, OH

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2019-05-30

Westerville, OH

Other features, terms, or problems

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

Problem with customer service
Complaint: An earlier complaint with CFPB ( ID XXXX-XXXX, dated XX/XX/XXXX ), detailed my substantial efforts to rectify an inexplicable block on online access to my two deposit accounts ( checking and savings ) and a MasterCard credit card issued by HSBC Bank USA, NA. My efforts proved to be an exercise in futility and I requested the CFPB assistance in restoring proper access and benefits of my accounts and to be compensated for the improper actions of HSBC. Ms. XXXX XXXX XXXX, VP, Head of Customer Relations at HSBC Bank USA, responded to the CFPB complaint on XX/XX/XXXX, apologizing for the poor communication experience and blaming it on call volumes. She explained the block on my accounts as being the result of the Fraud department needing a copy of my ID and address, even though there had been no irregularities or lost or stolen card, or disputed charges. She offered XXXX reward points ( equivalent to {$50.00} ) as a gesture of goodwill, which does not even come close to compensating me for the hardship and damage to my credit reputation caused by HSBC misbehavior. When I contacted HSBC Bank customer service on XX/XX/XXXX I was informed that the credit card had been closed, not just blocked, effective XX/XX/XXXX. XXXX, the same date as Ms. XXXX disingenuous offer of XXXX reward points. Subsequently, on XX/XX/XXXX Mr. XXXX XXXX at Customer Relations responded to my phone calls and assured me that my online access to my accounts would be restored and that the late fees assessed to my credit card on XX/XX/XXXX and XX/XX/XXXX were unjustified and would be reversed. As I recall, he also promised to repair the damage to my credit reputation from the delinquency reported by HSBC. On XX/XX/XXXX I was able to access my accounts online, but still unable to make online payments to the credit card. I proceeded to close my savings and checking accounts and withdraw the funds into an external bank account. At this point I had completely lost any confidence in the fiduciary responsibility of HSBC Bank USA. On XX/XX/XXXX I initiated an online chat session with HSBC customer service after being still unable to make a payment online, and was persuaded to pay the minimum due which would have been a total {$100.00} for the amounts due XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. They have continued to charge late fees on the account. I have repeatedly emphasized to HSBC customer service that it was important to me that I should be able to pay online from a verified external bank account instead of mailing a check, or pay over the phone or via a chat session due to security concerns. HSBC appears to be indifferent to that need. They have seriously damaged my credit reputation by reporting my account as being delinquent. My FICO score as reported by HSBC has deteriorated from XXXX on XX/XX/XXXX before all this turmoil, to XXXX on XX/XX/XXXX and I am sure it has gotten even worse since that date. This decline can be attributed solely to HSBCs irresponsible behavior. I am no longer interested in maintaining a financial relationship with HSBC. At this time, I am only desirous of my credit reputation being fully restored and being awarded adequate compensatory damages. To be candid, they are deserving of substantial punitive damages being assessed on them. Regrettably, my 60 day feedback period for the HSBC response to the original CFPB complaint, ended mid-XXXX XXXX while I was still awaiting the corrective actions promised by their customer relations. Hence the need for a fresh complaint in this matter. Thank you for your attention to a situation where a US citizen definitely needs financial protection.
Company Response: Closed with explanation

Timely Response

2019-05-30

Manhattan, NY

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-05-30

Nyc, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-05-29

Cheverly, MD

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Complaint: A debt with HSBC Mortgage account # XXXX was " charged off '' / '' Profit & Loss Write-off '' back in XXXX as indicated in the attached old XX/XX/XXXX & XX/XX/XXXX credit reports. I received a XXXX from IRS and paid taxes on this debt as it was considered earned income. HSBC has a lien on the property and will not release the lien. I have contacted them to request this lien removal for the past 30+ days and they keep transferring me to numerous people that continue to obtain the same information from me each time i call. HSBC is trying to collect on a debt that is not owed. I am requesting that they release the lien on XXXX XXXX XXXX as this loan was charged off 11 yrs ago and I have already paid taxes on the debt.
Company Response: Closed with explanation

Timely Response

2019-05-29

San Diego, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a HSBC checking account that had a {$200.00} promo bonus advertised. I met all the terms and the promo was never credited. I contact the bank multiple times by secure email and chat. Each time they said they would look into it and I never heard anything back. Pathetic and unprofessional practices wasted a large amount of my time. They should be fined and/or sued.
Company Response: Closed with explanation

Timely Response

2019-05-28

College Park, NV

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-28

Bronx, NY

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2019-05-24

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-24

Incorrect information on your report

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

Information belongs to someone else
Complaint: Good Morning, for almost 3 years i still see new inquires in my credit reports which has not done by me, i have left the United States back on XXXX, but i definetely know that somebody has been using my identity for their own purpose for the years, I kindly ask you to delete these inquires from my XXXX, XXXX, XXXX, XXXX reports also i have already made report at XXXX 1. Hsbc Bank XXXX XXXX XX/XX/XXXX 2. Hsbc Bank Usa Na XX/XX/XXXX 1. Hsbc Bank Usa Na XX/XX/XXXX 2. Hsbc Bank Usa Na XX/XX/XXXX XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2019-05-23

Duncan, OK

Took or threatened to take negative or legal action

Debt collection: I do not know

Threatened to arrest you or take you to jail if you do not pay
Company Response: Closed with explanation

Timely Response

2019-05-23

Myrtle Beach, SC

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2019-05-23

Fort Lauderdale, FL

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2019-05-23

Wallington, NJ

Problem when making payments

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

Problem during payment process
Complaint: When attempting to make a payment due XX/XX/2018, HSBC blocked my online account therefore was not able to get the address to send the payment to and was not able to make the payment online. I attempted to find the company address online and blindly sent in a check but they returned the check without forwarding it to the correct address. I also attempted to make a payment through their online payment system which would not accept my payment because they said it was past due. After hours of phone calls to numbers that I found online was was finally able to find an address to send a payment to and made the payment. HSBC made it near impossible for me to send in my payment timely and I have a missed payment on my credit report due to their bullying tactics. I will not dispute the late payment fee but would like the late payment removed from my credit report.
Company Response: Closed with explanation

Timely Response

2019-05-23

Yeagertown, PA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: 1 ) Transferred electronically XXXX $ to XXXX XXXX on XX/XX/XXXX using HSBC online banking 2 ) waited for 3 business days and contacted 2nd and 3rd day to HSBC customer service and inquired on transaction status. A ) the online chat representative said - the cash will be deposit to payee in the form of Check ( which I never instructed them to pay in the form of check ) B ) at the same time I called to customer service via phone and the person mentioned that - since you did electronically the deposit will be happen by the end of 3rd business day. It was so frustrating that, why money is depositing in the form of check? with out having any knowledge from my end. I was totally confused by the statement -- -- -- '' a number of different factors are considered to determine how the payment will be sent, we can not tell which method of payment will be used until the payment is processed. Based on factors considered, our payment system selects the most appropriate method. Electronic payments are sent whenever possible. If the payee does not permit or accept electronic payments, then those funds will be remitted to the payee through the use of a paper check issued by HSBC or its agent and payable to the payee, as instructed by you. This paper check will state that it represents a payment from you and will indicate the account number of your account or reference number with the payee. '' -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- this is a system generated message and they keep on mentioning this point only. I have more than 10 years of experience in doing online transactions and never ever come across with such a bad experience. i want to close my checking account, however i would like to report this to government. please help.
Company Response: Closed with explanation

Timely Response