HSBC NORTH AMERICA HOLDINGS INC

2019-05-23

Atl, GA

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: XXXX XXXX and household finance co .owner of this company deed is XXXX XXXX XXXX XXXX ga ..deed filed 1998. . XXXX XXXX owner of property and company Also attached is XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL .XXXX XXXX XXXX XXXX XXXX ga, XXXX XXXX XXXX XXXX ga Other companies own by XXXX XXXX XXXX XXXX .all address in this text and company are own and co own by Mr XXXX I have a administratior and attorney on this estate Mr XXXX is deceased her name is XXXX XXXX XXXX # XXXX # XXXX .she has alert me that the XXXX heirs are hide .all this information from her and me and refuse too give too her the information .she need which are the deed to the company s and bank account etc .which is now pass due. Start with XXXX XXXX and XXXX XXXX and XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-05-23

CT

Other features, terms, or problems

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

Problem with balance transfer
Complaint: In XXXX I applied for a new credit card to assist in credit card debt. The offer was received in the mail from HSBC for 0 % apr for 15 months on balance transfers within 60 days of account opening. There were some delays in application being approved due to a previous fraudulent incident in my name. There were extra steps taken on HSBC side to ensure I was in fact who I say I was. I recieved my card in the mail weeks later and was welcomed to HSBC, within this package was my credit card and Account information. Until I rec 'd this information I could not use my card, they was an activation code given in yet another piece of mail that was rec 'd days later. On XXXX XXXX I was able to use my card after activation. I then wanted to make a balance transfer, on XX/XX/XXXX I made this balance transfer. I was not notified that I was outside of the 60 day window and assumed I was not. I received my card welcoming to use my account on XX/XX/XXXX. It is not clear when this account was opened. The next month 's bill arrived and I was charged finance charges of 15.24 % on a balance transfer I thought was 0 %. I contacted the HSBC, there is no customer service # to talk to someone regarding this type of charge, I had to result to chatting. I chatted for over a XXXX hour and was told the 60 day window ended on XX/XX/XXXX., hence the finance charge and not receiving the 0 % on balance transfer. I asked why this date is chosen to end XX/XX/XXXX and was told my account was opened on XX/XX/XXXX. HSBC representatives were not willing to waive this finance charge due to being 24 hours late in transferring. Unbeknownst to me I had no idea my account was opened on XX/XX/XXXX and I could actually have completed a balance transfer on this same date. Very unrealistic seeing I could not use my card until activating with a secure pin # received XXXX. I believe this credit card company is misleading in stating account open, this credit card company should state account opening date somewhere on your credit card statement. This credit card company should state clearly what the balance transfer fees will be at the time of transaction base on the days of account open. This was a trick and a trap for me as a consumer and I believe would be for most consumers.
Company Response: Closed with explanation

Timely Response

2019-05-23

Jersey City, NJ

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: Hi I have both HSBC Checking and saving account since last year. this year Before I want to close them on XX/XX/2019, I initiated the money transfer from XXXX XXXX Joint account with my wife to pull balance from HSBC. after the HSBC balance become XXXX, I closed both of my accounts. But XXXX XXXX returned the money back to HSBC as I log in XXXX XXXX using my wife 's access, even though it's a joint account. they said the name is not matched. the total balance of {$10000.00} was returned to HSBC on XX/XX/2019. I called XXXX back they are not able to allocate the balance so they have to return to HSBC.I have called HSBC customer service several times ( extension, they are denying they got the money because I already closed my accounts and kept saying XXXX XXXX holds the money. i have double checked with XXXX XXXX, they are not holding this money.
Company Response: Closed with explanation

Timely Response

2019-05-22

Houston, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I opened a promotional checking account with HSBC in XX/XX/2018.. after meeting the requirements on the promotion website. HSBC is yet to pay me my bonus of {$200.00}. I spoke to three differents customer service but none of them are helpful and they keep telling me different things. I think HSBC promotional checking account being advertised is a scam because my bonus was not credited which forced me to close down the account, coupled with customer agent 's not doing their job well.
Company Response: Closed with monetary relief

Timely Response

2019-05-22

Anaheim, CA

Managing an account

Checking or savings account: Other banking product or service

Cashing a check
Complaint: i lost my XXXX XXXX money orders contact the company XXXX XXXX they send me refunds checks for my lost mo i have never recieved my checks after investigating with XXXX XXXX help we find out that some one got hold of my cashier checks and cashed it in hsbc bank i never have a bank account with hsbc also the signatures on the back is not mine i send request to hsbc about this they never respond to me need to know how they deposit my checks when i dont have account with theme? there customer stold my checks and deposit it in there account they should see the name before depositing checks
Company Response: Closed with explanation

Timely Response

2019-05-21

Heer Park, NY

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2019-05-21

Mill Valley, CA

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: XXXX have already done as much as they can and referred me to you and the New York state attorney. The ID number for the XXXX claim is XXXX. HSBC bank charged me a fee that I didn't sign up for. The statement I received from them, described the fee as a cash advance, which I did not do, but they argue no fault of theirs until they are blue in the face ... or me! Customer relations sends me a generic card agreement, which doesn't even closely match my card, but DOES show the fee. They will not budge on that fable. XXXX has asked them to respond and they havent. They asked again yesterday, and they refused to respond. There is one attached file with interest and fee information. This is NOT for my credit card agreement, but for the checks that I detached, to use for transferring balances, with a fee ... which I have not used. This is the other side of my welcome letter. Please help if you can.
Company Response: Closed with explanation

Timely Response

2019-05-20

Flower Mound, TX

Other features, terms, or problems

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

Problem with customer service
Company Response: Closed with explanation

Timely Response

2019-05-20

Buskirk, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-20

NJ

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: HSBC opened line of credit and received physical card along with all other documentation- I WAS DENIED ANY ACCESS TO THE ACCOUNT - USAGE OF THE LINE OF CREDIT - UTILIZATION OF ADVERTISED OFFER - WAS ALSO REFUSED ANY ASSISTANCE WHAT SO EVER *****UPDaTE XX/XX/2019 Since FAILING TO GET TO GET HELP FROM ANY AGENCY- the account was closed without my authorization - I am still receiving writable checks and other advertisements regarding the account via physical mail - later got a one lined letter simply stating : " this account has been terminated '' I am RE-FILING this COMPLAIN - because I am sure the person I spoke to at CFPB with the NASTY attitude deleted my initial submission -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Journal of events : HSBC ACCT # XXXX To whom this may concern : This account was approved and opened on XX/XX/19 I chose this card offer for the advertised balance transfer incentive. I have been receiving offers for this credit card at my home address for over 8 months from HSBC Since XX/XX/19 I have been trying to contact HSBC and have been given misinformation on every attempt Today XX/XX/19 I am still unable to access my account, line of credit, and have no indication if a submitted balance transfer is going to be processed I have been denied other financial opportunities and am unable to pursue other personal finance actions at this time HSBC makes it impossible to access your online account without the issuing of an EBN # AND A 6 digit code that is not provided automatically through email and is not provided with the information accompanying the physical credit card packet in the mail. The only way to obtain this information is to call the customer service number and somehow get a resolution manager and spend 40 minutes on the phone under scrutiny of identification. Summary of events XX/XX/19 3 phone calls 40 minutes Random reps, XXXX ( ID # XXXX ) XXXX I was finally able to speak to a representative that was willing to assist me after 2 previous attempts. This person is located in the XXXX I was told that I can access my online account as soon as it completed being generating in the system. I was told my card has been mailed out to me I was told I can take advanced of a balance transfer when I have access to the online account. I was told I would need an EBN number to get into the account online. I was told I would be called back by a representative to access me online account when it was ready in their system I never received a call back. XX/XX/19 5 phone calls 1.5 hours XXXX ( ID XXXX ) XXXX ( Escalation Manager ID XXXX ) XXXX # XXXX # XXXX I spent the better part of my evening learning that a customer of HSBC has no possible way of receiving assistance from a representative in the United States. Each person I reached was either in XXXX or the XXXX I was not able to be transferred to the correct department unless I was forced to provide ALL of my personal information including Social security number, phone number, address, and spelling and pronunciation of my name every time. The fifth representative asked me for this information every other time I had a question Her name was XXXX after a half hour on the line with XXXX she told me that they need to verify me to send me the EBN number Then she wanted to send me a code to my phone and to my email. To no avail, she insisted the issue was related to my choice of phone carrier I explained that I have already revived codes to my phone by reps verifying me before I got to her level and no issues with my email. I escalated to her manager She told me there is an unknown issue in the system and can not provide me my access information. I spent 40 minutes with her on the phone while she talked in circles refused to transfer me- or answer any of questions regarding my new account. She then rubbed in my face in a passive aggressive manner - that I would not be able to perform a balance transfer when accessing my online account. I was told my card was only shipped out the same day of XX/XX/19 In order to escalate for a follow up I had to open complaint inquiries as to why I am not being given correct information access to my account etc. I was told I would receive a call back from XXXX XXXX XXXX Manger in order to provide me with my EBN number access to my account I scheduled the call to be conducted during my lunch hour from my full-time employment I did not receive any such call. The next day I got an automatic generated email stating the card has been shipped out. XX/XX/19 4 calls 1 hour I called several times speaking with many different people I demanded assistance from help in the United States and also learned that no notes were placed on my account from previous interactions. I was given a number to call in XXXX NY, buy it goes to a voice messaging service- to which no one has ever responded to my requests. XX/XX/19 9 phone calls 3.5 hours XXXX ( Resolution Supervisor ) Refused to give ID # XXXX # XXXX # XXXX # XXXX I first made attempts during work hours. After providing ALL of my person identification information to about 4 or 5 different people I managed to reach an escalation manager It took 40 minutes for here to send me the verification code, EBN number and an additional 6 digit code to my email that I was not aware of. She seemed very hesitant to do her job. It was the same treatment I have now come to expect. I was finally able to access my online account that has been in their system for a week at this point. I was denied any update as to when my card would arrive. When I got home after work, my card had arrived. I called the 1-800 # and activated the card. I immediately went online and accessed my online account. I proceed to fill in the information for a balance transfer. After inputting all of the requested and correct information, the website generated an error on the page. I logged out, cleared my cookies logged in again and proceeded to repeat the same steps. Once again the error was generated. I then noticed in red lettering at the top of one of the account screens activate your card In a furry I tried to get assistance. I went through the phone system talked to about 5 different people and had to give out ALL of my personal information again to strangers I talked to some manager who told me its my fault because I did not have physical my card and I am doing something wrong by trying to use the account services. Obviously the person did not listen to anything I told them. My card was in my hand and I activated it earlier in the day via the activation phone number. I spent my free time evening arguing with XXXX who was reluctant to assist me every step of the way and over verified me by forcing me to re state ALL of my personal information every time I started a new subject of the account errors. In order to escalate for a follow up I had to open complaint inquiries as to why I am not being given correct information access to my account etc. I was told I would receive a call back from XXXX XXXX XXXX Manger in order to provide me with my EBN number access to my account I scheduled the call to be conducted during my lunch hour from my full-time employment I did not receive any such call. The next day I got an automatic generated email stating the card has been shipped out. I tried many times during my work hours to receive appropriate assistance and was denied. If a rep. actually looked at my account I was either hung up on or transferred to another cue, where my phone would be on hold for 25 to 30 minutes and then the call was dropped. After a day full of anxiety - I made more attempts in the evening. I finally got to an escalation manager ) from XXXX call center. I was forced to recite through the entire ordeal from the start, because this agent did not care to review the notation of events recorded to my account. I had to provide all of my personal identifying information 3 times. I was told that two balance transfer requests were made in process fromXX/XX/19 XXXX & XXXX Turns out that two balance requests were submitted, without any confirmation or notification. No email, no text message, nothing at all. I had to fight to explain to this person, that the website generated errors specifically stating nothing was processed both times. Only the XXXX balance transfer was intended. I was told that in order to cancel the second balance transfer for XXXX, ( that was generated by HSBC In error ) I have to go through a special verification system, to which only this type of approval will ensure the cancellation of the XXXX balance transfer *Neither balance transfer were shown on the account pending transactions at this point, and the account balance shows100 % usage with XXXX available credit Reluctantly I was transferred to a cue, where I was prompted to enter my cards security pin number then was returned to the agent. I was GUARANTEED that the cancellation of the ( XXXX balance transfer ) would NOT affect the ( XXXX balance transfer ) I made an official request for written confirmation of the XXXX balance transfer posted XX/XX/19 I WAS DENIED *I was told to send requests via bank mail which is a web form with no time stamp or record of submission in order to get the assistance to fix my problem. To this day I never received any responses from bank mail or by leaving a voice mail on HSBC XXXX NY main number when prompted to leave a message. After spending 1.5 hours on the phone to perform a simple task, to now have transferred to another manager who also refused to provide any form of confirmation. I had to open complaint requests in order to get an identifying number to make record of the phone call I was told that I would receive a phone call the following day with resolution information. *The agent revealed by mistake from the notes on the account, that a previous agent hung up on me due to not being able to her me. I was told this information when I wanted to submit separate complaint for the agent who hung up on me because she did not like what I had to say. She absolutely could hear but did not want to do her job period. *I received no follow up call the next day XX/XX/XXXX XXXX XXXX ( XXXX NY ) ; XXXX XXXX ( XXXX XXXX Branch manager ) I went online to find any other contact information. I found an alternate number for the XXXX NY office I spoke with XXXX XXXX in the business department who refused to transfer me to help for my credit card account she further confirmed that there is no possible way for to get assistance from a rep. in the U.S. I was told the only way to get assistance from the United States is to get lucky using the phone system I explained that over 50 call attempts I never was able to reach a Unites States representative Later she confirmed that there is no XXXX call center She refused to get me further assistance even though she acknowledged that I have an escalated issue regarding my credit card and was already speaking to XXXX NY. Absolutely and did not care. Her attitude was that she was taking pleasure knowing I was not able to get any help. She told me to try a branch in person. I was not aware they had physical branches. I called the XXXX XXXX, NJ branch and reached the manager XXXX XXXX He was extremely unhelpful and was reluctant to even bother looking at my account. When I told him that I would file with the FDIC he told me that balance transfer was processing and if I need more help to contact the CC department. I asked him how that would be possible being that the credit card department is an internal department. He said I have no idea Have you tried customer service I asked if I am not being provided the assistance that I am entitled to, as an HSBC bank customer, because I am not physically standing in the branch? Then I offered to make an appointment to take time off work to come to the branch. I was told It doesnt make a difference and I am unable to see your account information When I asked about the last statement, he then denied looking at my account previously on the call. He offered to contact the credit card department on my behalf and call me back in a half hour. This implied the expectation that he would contact the banks internal Credit Card department to have my issue reviewed properly. I waited 1.5 hours and then decided to call the branch back. He pretended that he did not offer to do anything for me continued to argue he asked me more questions in retort to my questions, but when I answered them he would pretend not to hear the answer. Between the phone conversations with XXXX XXXX, I was no longer able to log into my account. I had been checking it periodically to see if there was a progress update. He denied tampering with my account, but his tone and attitude told me different. XX/XX/19 I tried a different approach via online chat whereon previous attempts I was denied to be transferred to a United States online chat agent. I restarted the chat 12 times. On the 12th time a person named XXXX claiming that she is from the XXXX NY help center which I believe was a fabrication. She wasted my time for an additional 40 minutes, pretending not to read what was entered into the chat conversation. I had to type ALLL of my personal information into the chat dialogue social security number, phone number, home address, cc account number, verification pin number and so forth, because she refused to send me a verification code to my phone the first time I submitted the requested information. After that whole mess and waste of my time her reply after 40 minutes was : The problem is your web browser I informed XXXX that I am an IT engineer and that I have already tried different computers I.P. address, I even asked a co-worker to log into their HSBC account from the same internet access point at my location of employment. I demanded escalation. A XXXX came on the chat pretending to be from the United States when clearly she is from the XXXX call center. After a long dragged out sessions of having to re explain everything and provide ALL of my identification AGAIN, she confirmed my suspicions that a block was put on my account, she could not tell me why or by whom. I was able to get back into the account online, and there were errors. The summary page showed all available credit of XXXX AND THE DETAIL PAGES SHOWED XXXX AVAILABLE CREDIT AS IT WAS 2 DAY PRIOR AFTER SUBMITTING THE BALANCE TRANSFER REQUEST She refused to give me any recourse to correct the problem online, to provide me a confirmation of the balance transfer. to give an update regarding any of the submitted documented complaints on the account Interesting enough during the chat with her phone calls came to my cell from XXXX, A XXXX XXXX claiming to be a resolution manager was calling me during my work hours. After all the bull he was trying to feed me, I told him that he has no idea what he is doing, wasting my time, and had no purpose for the call. Turns out he was sending me a follow up from 3 days before which I never got. First he told me you balance transfer is processing I said that he is full of it and that I am chatting with a manager online from XXXX. He said Oh then it isnt I said if you do not have accurate information regarding my account or open cases, then why are you calling me? I was told : I am following up on your request I said which one, there are many at this point. He responded : About your request for balance transfer confirmation SINCE WE ARE THE BANK WE DO NOT HAVE TO GIVE YOU ANYTHING The rest of the conversation did not go well for him. I explained everything to the chat agent manager and I explained that this is the type lies I have been receiving since the opening of the account. SHE OFFERED NO RECOURsE RESOLUTION EXPECTATION OR SOLUTION I called the branch back, and got XXXX XXXX on line. He obviously did not want to help me I was persistent to the fact that as a branch manager he has to assist a HSBC card holder customer. He put me on hold for a long time and sounded surprised when I was still on the line, he did this 4 more times after about 20 minutes he finally got someone on the line. I was introduced to the phone agent and was told he is in the internal credit card department. Then XXXX abruptly hung up his phone. When I asked who I was speaking with and for their credentials agent ID this was a regular customer service rep from the XXXX. After being on hold for 45 minutes, this person was given no information by the branch manager regarding my issues or concerns. I had to re verify myself by giving ALL of my personal identification information and pronunciation and spelling of my name- followed by a phone verification code. After all that I explained that I am not able to get back into my account. This person was talking in circles and basically babbling, He said something that my account has been closed and then went quiet. I explained that I had given to authorization to have my account closed, but he could not confirm that is it temporary because they are fixing something or someone closed it. I was put on hold for another 25 minutes without my permission so he could find out who closed it. When he came back on the line he pretended not to know what we were just talking about. At this point I have given up Conclusion : I have been denied access to my line of credit I am denied utilization of the advertised balance transfer incentive I am unable to access my account online or any of its services including my personal information I have no confirmation or indication that the submitted balance transfer status I have planned the next 3 months of finances based on this line of credit I have cancelled my vacation plans I have no indication that my physical credit card will work in case of an emergency I have received NO EMAILS, NO CALLS, and NO TEXT MESSAGE regarding my account status I have been denied financial opportunities IN A NEGATIVE WAY due to the opening of this line of credit with HSBC Opening the said account has impacted my credit score I am prevented from pursuing other personal financial options with HSBC competitors The account is affecting me in a negative light currently showing 100 % utilization **I DID NOT AT ANY TIME REQUEST OR AUTHORIZE ANYONE TO CHANGE, MODIFY OR CLOSE MY ACCOUNT WHAT SO EVER** I HAVE NO IDEA WHAT IS HAPPENING TO MY ACCOUNT AND NO WAY OF OBTAINING APPROPRIATE ASSISTANCE
Company Response: Closed with explanation

Timely Response

2019-05-19

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On Friday, XX/XX/XXXX a domestic wire from XXXX XXXX in the amount of {$50000.00} was sent to my account by an investor/business partner to my business account at HSBC US. XXXX XXXX gave a copy of the original wire instructions and receipt which follows all compliance and banking laws and cleared the funds on Friday, XX/XX/XXXX. On Saturday, XX/XX/XXXX I checked the account balance and the funds had not been credited to the account. On Monday, XX/XX/XXXX I called my banker and sent a text message to his mobile as well as an email with the copy of the wire receipt to him to which he stated he would give me a call at XXXX to give me an update on the reason for the delay but also stated the funds should be in the account by end of business day. I did not receive a call back nor had the funds been credited to the account. He also suggested I call HSBC customer service number on the back of my debit card to which I asked had they received any funds and the CS rep stated they had not. Tuesday, XX/XX/XXXX I again checked the balance and it had not been credited, I followed up with my banker who explained he was in meetings all day and to deal with Customer Service, again I called customer service and they stated that no funds had come in to HSBC with directions to be credited to my account. Wednesday, XX/XX/XXXX I again reached out to customer service and the gentleman did more digging as I gave him the reference number giving to me by XXXX XXXX and he tracked the funds letting me know that in fact the funds had been in HSBC all along and that I should probably wait until the end of the day he was confused as to why the funds were not credited to the account and also was confused as to why the previous bankers stated funds were never received by HSBC. I told him my banker was not being helpful and asked if he could check with the wire room, he obliged. He told me that the funds are being held and the transaction is being reviewed by compliance department as they needed additional information from XXXX XXXX. I asked what the additional information was and if I could be of service to oblige what may have been needed and he stated I should get my relationship manager involved. I asked if there was a number to compliance department and a contact person who I could direct my banker and XXXX to so we can get the issue resolved. He stated he was not allowed to give me the list of information HSBC needed nor was he allowed to give me a contact and phone number to compliance. I asked why had I not received a call, email or letter and he stated he was not sure. I called my banker and sent him another email to which he called me back and stated that nothing was wrong or out of sorts with my account and that XXXX failed to give information needed to credit the funds to my account so the issue was with the sending parties wire instructions. He stated that HSBC sent a communication requesting the information to XXXX XXXX and that HSBC was waiting on the response. I asked what information was needed and he stated he did not know and that they would not tell him but that the bank is liable if they credit the funds to my account in error which I found perplexing as the original wire receipt stated to credit the funs same day, the funds were for investment and that the funds were clean, clear, non-criminal origin and had no liens nor encumberances. He also stated that the transaction was in fact not being held by compliance but by wire investigation. I reached out to my investor/business partner and we both reached out to XXXX XXXX. We were told by XXXX XXXX that the funds not only were debited from the sending account they had also already cleared and released the funds, they also stated that the Fed usually reviews all wires within 24 hours and that the Fed also cleared and released the transaction/funds. I called my banker back and relayed the information that XXXX gave me and he gave me a number stating not to tell the department that I received it from him, I gave my investor/partner the number and they relayed to XXXX XXXX. I called the number and a gentleman answered the phone and told me that he recognized the request as someone had just called about the transaction and he told me I had the wrong department and that he was not able to even look at my account as he could not log in and look at accounts. I asked if he could direct me to the wire room or to compliance so that I may speak with the department to which he stated he had no way of giving me the number to either because he did not have a directory nor could he help me. XXXX and my investor/business partner called me back and stated that they reached out to HSBC to which the gentleman who answered the phone stated XXXX needs to give more information and they inquired as to what information was needed so they could oblige to which he said he could not give the list of information needed and that he could not help. I went into a branch of HSBC and spoke to another business banker who also called and placed the phone on speaker to which we had XXXX call once more and again the gentleman would not give information to XXXX nor to the banker at HSBC making the call even after he was authenticated giving his PIN number. The same gentleman that stated he could not help me, could not log into the account and could not direct me anywhere while on the phone logged into my account as the banker gave him my account number and the reference number. The banker proceeded to tell the banker that XXXX needed to contact him to give more information to which the banker stated XXXX had just called him and the gentleman again lied and stated they did not. The banker requested to speak with another colleague of the gentleman and/or his manager to which the gentleman asked why and the banker responded that he had a situation similar to which the gentleman was not helpful and he wanted to speak with someone who would better service the client as well as work to come to a resolution. The gentleman asked that we call back in 10 minutes, we called back in 10 minutes to which he asked that we call back in 20 minutes, we called back in 20 minutes this went on until XXXX est and we called again and the gentleman stated his manager and all his colleagues were in a meeting and he didn't know when they would be coming out. Thursday, XX/XX/XXXX I sent an email to both the banker at the main branch that helped me and my banker asking for an update at XXXX est as they both said they would get back to me top of the morning I also followed up with phone calls to no avail. The bankers wrote me back a few hours later stating that HSBC just needed more information from XXXX XXXX and basically outlined what we already had been told. I reached out to my business associate and we contacted XXXX XXXX who reiterated they had in fact NOT received any communication from HSBC via XXXX nor email and they had reached out both via phone and XXXX to HSBC to which they still had not received any answer as to what additional information HSBC needed nor an answer as to why the funds had not been credited. The banker sent a formal email to my associate who is their account holder and I forwarded a copy to my bankers to which no on e responded yet again. I called customer service and again was told it was being held as they are needing information from XXXX XXXX when I stated that XXXX XXXX has reached out numerous times and that they had not received any communication from HSBC the customer service rep called the wire room to which she came back and stated that HSBC sent a XXXX requesting information and that XXXX had in fact responded but not with any information needed. I told the young lady that I spoke with and have documented proof XXXX XXXX requested information and had not received any thing from HSBC to which she stated I should suggest XXXX XXXX send another XXXX she also questioned why was a wire sent and not an ACH. To which I stated ACH is an electronic check and takes 2 business days at least to clear and wires are more efficient and the investment is time sensitive. I also stated that wires are better as they are more secure than ACH to send and that wires automatically are sent within international banking law regulations. Friday, XX/XX/XXXX I again attempted to reach both bankers at HSBC to which no one responded nor called me back. My business associate called XXXX XXXX and asked for an update and XXXX XXXX sent an email stating they escalated the situation and sent a XXXX requesting confirmation of credit to my HSBC account to which they again did not receive a response to date. I called HSBC customer service once more and the young lady called the wire room and they again stated they sent a XXXX on Friday, XX/XX/XXXX then again on Thursday XX/XX/XXXX to which I stated that was not true as XXXX XXXX has been very honest and HSBC kept lying first by stating they never received money then by stating earlier in the week they needed XXXX to reach out and XXXX did and the gentleman also lied by stating he could not log into my account and could not help and lied by stating that XXXX XXXX had not reached out to him when in fact they had and I was on the line when they did so. I told the young lady that XXXX XXXX had not received any communication from HSBC and that HSBC was not helpful in getting XXXX XXXX the list of whatever information they were supposedly missing in order to credit my account as XXXX XXXX had already cleared and released the funds and the wire was in compliance complete with all information needed to send a wire transfer. The young lady asked if the XXXX was sent from XXXX XXXX XXXX or XXXX XXXX US, to which I stated as she can see on the transaction it was a domestic wire thus I am even more perplexed as to why she would ask to which her response was that she was just wondering because this is unusual and international wires tend to have more issues to which I stated it should not take this long to credit funds to an account that has clearly passed compliance and the receiving bank has already released. She contacted the wire room again and no one answered. She suggested I have XXXX XXXX escalate the situation to which I stated they already have and have not received any response or information from HSBC. She asked that I call back on Monday and asked if I would like and email sent to the wire room to which I agreed to and thanked her. To date the funds have not been credited to my account despite the wire being in compliance and pushed past Fed routine reviews and XXXX XXXX not only clearing the transaction but also releasing the funds a week ago. All attempts to get whatever list of information HSBC is stating they need from myself, XXXX XXXX and my bankers at HSBC has been unsuccessful. No one has contacted me from compliance nor investigations and no one will give me a contact or reference point to communicate with that apparently is handling my 'investigation '. It has been a rat race, chaotic, unproductive and detrimental to our business and workflow as we have now missed deadlines to which we are responsible to meet and have not been able to due to HSBC 's actions/inactions.
Company Response: Closed with explanation

Timely Response

2019-05-19

Portland, OR

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On or about XX/XX/18, I opened a consumer checking account with HSBC by responding to an advertised promotion promising {$350.00} if I deposited {$10000.00} within 30 days and kept it deposited for 90 days. HSBC is still running similar promotions as of the date of this complaint. On XX/XX/18, I deposited {$10000.00}. This date is within 30 days of the account opening, fulfilling the promotions terms. On XX/XX/18, I withdrew {$9900.00}, bringing my account balance to {$50.00}. The time the account balance was above {$10000.00} was more than 100 days, further fulfilling the promotion 's terms. The promotion 's terms stated that the {$350.00} bonus would be paid within 8 weeks ( 56 days ) of meeting the promotion 's terms, which would have been on or before XX/XX/2018. During and before XX/XX/2018, I contacted HSBC to resolve this issue several times. HSBC has continued to engage in obstruction and false statements regarding the account 's history and bonus status. Importantly, they had also refused to honor their promotion for my husband 's account opened under the same promotion, although they later resolved my husband 's account after being confronted about failing to honor their advertised promotion. This indicates a pattern of deceptive and obstructive behavior regarding honoring their advertised promotions. I'm sure the CFPB can verify from other complaintant 's reports that HSBC is well known for this kind of bait-and-switch behavior. Bait-and-switch is illegal in the Untied States, and HSBC knows this yet continues to engage in it. I have attempted to resolve this with HSBC for several months, and have been in contact with them about this issue more than 4 times. They keep refusing to honor the terms of the promotion, and point me to terms of a different promotion altogether. I would greatly appreciate the CFPB looking into HSBC 's conduct in this matter and helping to resolve the situation. HSBC 's internal complaint confirmation number is XXXX
Company Response: Closed with explanation

Timely Response

2019-05-18

P J S, NY

Closing on a mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-05-18

Clarkesville, GA

Other features, terms, or problems

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

Problem with balance transfer
Complaint: On XX/XX/2019, I completed a balance transfer online from a XXXX XXXX credit card account to an HSBC credit card account. I contacted HSBC twice because the transfer has not been completed after over two weeks even though the balance of the transfer shows up on my new HSBC account. In the mean time, I am still paying interest on the XXXX XXXX account. A transfer like this should not take this long. I don't think HSBC is making an effort to complete this transaction. I need help getting HSBC to do what they offered.
Company Response: Closed with explanation

Timely Response

2019-05-16

Baychester, NY

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-05-16

Edgemont, NY

Incorrect information on your report

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-05-15

Grosse Ile, MI

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Complaint: XXXX XXXX has repeatedly claimed I owe a debt of {$850.00} with no proof. I have written and asked for any legal proof and they constantly deny me a response. They have hounded me for many years with collection letters.
Company Response: Closed with explanation

Timely Response

2019-05-14

Bakersfield, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-14

Finksburg, MD

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: I received a call from ( XXXX ) XXXX advising that there is a lawsuit pending for me from HSBC/XXXX XXXX and I have not heard anything about this. They weren't able to provide any additional information. Is it not on my credit report and this is the FIRST time I'm hearing of this. I bank with XXXX XXXX and have two credit cards and no issues. I asked the lady to stop calling my job and they said they would continue to do so.
Company Response: Closed with explanation

Timely Response

2019-05-14

Ft Lauderdale, FL

Fees or interest

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

Problem with fees
Complaint: Good morning. I opened a credit card account with HSBC in order of transfering funds from a high interest credit card. I was approved and the transaction for such transfer went into effect on XX/XX/19. However I noticed that my high interest credit card never received the funds. A few days later I called customer service and I was informed that the funds could take up to 20 working days to take effect. I waited those days but I kept calling the company to follow up in the status. I began to notice that the authentication process could not recognize my phone number nor my PIN and I had to use internet banking everytime for authentication. A month passed and I was charged $ XXXX because according to them the money had been transferred and I was late in the payment ; so, as they put it it was better to make the payment to avoid damages to my credit. I kept calling and at last they say that some information was wrong and that the transfer never took place. Moreover, they say that because more than 16 days had passed I was not eligible for the 18 month no interest. I refused to re-transfer the funds as the purpose of me opening that account was precisely the no interest for 18 months. They offered to reverse the transaction and refund my payment. Yet, on XX/XX/19 at XXXX XXXX I received an e-mail telling me that my payment was due. I called them back and they say that they were charging XXXX for fees involving the transfer and I was already late. I had no other option that to pay the remaining due for that fee on XX/XX/19. Still they are charging me a late fee of $ XXXX that expect to see it reflecting soon. I must add that no bill was either delivered or e-mailed and I only received a letter confirming the reversal of the transaction. At this time that company can't answer why I can't be authenticated using my phone number which I used before with them, nor why my pin is not recognized.
Company Response: Closed with monetary relief

Timely Response

2019-05-13

South Florida, FL

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: XXXX will not close the account
Company Response: Closed with explanation

Timely Response

2019-05-12

Reading, PA

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Complaint: Debt was a credit card debt that was a ) discharged through bankruptcy and b ) a credit card of my deceased husband. This is also over 7 years old and as been off my credit report for years. Just showed back up since taken over by XXXX! I'm XXXX for whatever reason. XXXX XXXX are ghouls.
Company Response: Closed with explanation

Timely Response

2019-05-11

Nyc, NY

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: On XX/XX/XXXX, I opened two accounts with HSBC in person - savings and checking. The month prior I had received a promotional card by mail stating that I was eligible to receive an {$800.00} cash bonus by depositing {$100000.00} in the combined accounts and maintaining it for 90 days. I redeemed this card with the branch relationship manager and believe it was valid/unexpired, bonafide, and targeted at me. On XX/XX/XXXX, I transferred {$220000.00} into these accounts and today still maintain a balance of over {$170000.00}. At no point did the balance drop below the {$100000.00} threshold ( see attached ). In XX/XX/XXXX I noticed that the {$800.00} bonus had not been credited. On XX/XX/XXXX and XX/XX/XXXX, I had a series of correspondences with HSBC via their BankMail platform ( see attached correspondences ) to inquire why the {$800.00} had not yet been credited per the terms of the offer. HSBC stated that after maintaining the $ 100k+ balance for 90 days, I had to wait an additional 8 weeks for the promotional credit to arrive in my account. As of XXXX XXXX, 172 days had elapsed since the deposit was made ( 90 days plus 11 weeks ). On XX/XX/XXXX, I had followed up again with HSBC via BankMail ( see attached ). I was then informed that my " account is not eligible for the welcome bonus offer as the application form was rejected either valid personalized code or invalid account number submitted. '' Please note that I personally did not fill out any application form to redeem the offer ; I simply handed the offer card to the relationship manager, who then processed it. On XXXX XXXX XXXXXX/XX/XXXX, I emailed the relationship manager ( who initially said he would look into it ), and I subsequently followed up several times ( see attached ), but did not hear any response back. At no point prior was I informed of any issue or asked to correct any incorrect documentation, which was processed by the branch relationship manager.
Company Response: Closed with explanation

Timely Response

2019-05-11

Anaheim, CA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: Earlier I made a complaint with CFPB regarding the fraudulent charges on the credit card ending in XXXX and HSBC was asking for a Police report which I filed already on XX/XX/2019. The Police report No. is XXXX and over all 32 charges have been reported as fraudulent amounting to {$1800.00}. They can contact the police department regarding this issue. So i do not have to make any kind of payments to HSBC, in fact HSBC needs to give me a credit of XXXX. I have marked all the fraudulent charges in the statements attached below. Ms. XXXX XXXX of HSBC was supposed to contact me on Monday ( XX/XX/2019 ), but she never did, I called her thousand times but to no avail. HSBC has hired some irresponsible people who do not keep up with their promises. ( Please see her email attached ).
Company Response: Closed with monetary relief

Timely Response

2019-05-10

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a notice of cancellation from XXXX XXXX for my homeowners insurance indicating my policy was going to be cancelled XX/XX/2019 for non-payment of premium in the amount of {$1100.00}. I contacted HSBC Bank on XX/XX/2019 at XXXX XXXX, they told me they could not tell if the check was cashed and that I would have to wait until XX/XX/2019. They indicated I had to talk with XXXX XXXX. I phoned XXXX XXXX on XX/XX/2019 at XXXX XXXX. XXXX XXXX asked me to get the check number from HSBC, When I contacted HSBC bank the next day at XXXX, they gave me the check number. They told me they could do nothing more for me. I contacted XXXX XXXX at XXXX, they indicated they never received a check and that I had to contact HSBC to resolve the issue. On XX/XX/2019 I received a letter from XXXX XXXX that they cancelled my homeowners insurance.
Company Response: Closed with explanation

Timely Response