HSBC NORTH AMERICA HOLDINGS INC

2019-03-04

Clarkesville, GA

Problem when making payments

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

Problem during payment process
Complaint: The issue is with HSBC Bank USA. I recently opened a HSBC Cash Rewards Mastercard in XX/XX/2019. I attempted to make my first payment on XX/XX/2019. It was reversed on that same day, but it did not reflect as such on my account for two weeks. The company also charged a reversal fee of {$25.00}. I called and HSBC claimed it was an issue with the bank. My bank said that there was never a withdrawal attempted, and I had a sufficient amount of funds. I called back again and attempted to make the same payment on XX/XX/2019. Now, there is another hold and the payment has not been made. I can not have a credit card that I can not make payments on, and it's hurting my credit! I need help.
Company Response: Closed with explanation

Timely Response

2019-03-04

Lake Charles, LA

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-03-04

VA

Closing an account

Checking or savings account: Savings account

Funds not received from closed account
Complaint: I closed my HSBC Online Payment Account in 2018. There was somewhere between $ 100- {$200.00} in my account at the time. Before closing the account, I updated my address to my current address. HSBC never updated my account and never sent the check for the closed amount. I have tried to resolve this with HSBC 5 separate times. Each time, after 30-45 minutes on the phone, they promise to send the check. They have effectively stolen these funds at this time. I am beyond upset.
Company Response: Closed with explanation

Timely Response

2019-03-04

San Mateo, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Dear Sir/Madam, I opened an HSBC Advanced checking account on XX/XX/XXXX because of a bank promotion of sign-up bonus of {$350.00} upon completing all qualifying activities. I completed all the required activities and the bank did not deposit the bonus in my account per the published timelines. After following up for several weeks, I was told that I could not qualify as I had an open Home Line of Credit with them in the past 3 years. This is not true as I requested to close this account in XX/XX/XXXX during the refinancing of my home and I have paperwork to support it. For some reason, HSBC made an error and it does not shows up as closed in their system until much later. I am getting penalized for bank error as I moved {$10000.00} from an interest bearing account to HSBC checking account with no interest with an expectation of getting the sign-up bonus. I will appreciate if you could help me resolve this matter. Thanks,
Company Response: Closed with explanation

Timely Response

2019-03-04

CO

Trouble during payment process

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

Complaint: This is a continuation of 3 complaints already submitted. I am trying to put all of the pieces together little by little. On XX/XX/XXXX we were granted a HELOC on the property at XXXX XXXX XXXX, XXXX XXXX, CO XXXX. The amount of the HELOC was {$46000.00} thru XXXX XXXX XXXX. This loan was being handled by HSBC as of XX/XX/XXXX. I paid on this loan, to HSBC, for 4 years and never saw a decrease in the principle amount. The statements I received never addressed the loan rate nor any monies being given credit for. That continued for the four years I paid on it, not knowing what the terms of this loan were. For how many months nor the interest rate, because it was never recorded with XXXX County Clerk and Recorders Office when the Deed of Trust was recorded. Not until I filed my complaint with you did I finally receive this important information. The payments I made over 4 years never reflected any decrease in the principle amount. I took it as blind faith that this loan was made with honesty. But this was during the mortgage banking problems that were happening at the time. Because of this lack of information, it gave me cause to doubt the legitimacy of this loan causing me to default. I had no idea of the terms of this loan until XX/XX/XXXX with your help. HSBC charged off this loan on XX/XX/XXXX and then sold to XXXX/XXXX on XX/XX/XXXX. For 4 years I never received any correspondence from either cpany until I began receiving statements from XXXX showing a balance due on this loan as being {$46000.00}. Why was I not made aware of this for 4 years and why did it take 4 years before the collections started. The balance due was reflected on all statements I received until XX/XX/XXXX when, again with your help, HSBC finally sent the information showing a balance due of {$49000.00}. Had I been aware that some of my payments had been credited to the priciple balance I would not have defaulted at all. The payment history furnished by HSBC shows I was making payments continuously, without cause for default, until I started questioning it's legitimacy.
Company Response: Closed with explanation

Timely Response

2019-03-02

Tarzana, CA

Closing an account

Checking or savings account: Checking account

Fees charged for closing account
Complaint: I opened acct with HSBC bank Wrote a check against my acct The within 20 min tried to deposit money to cover the XXXX and I could not get access through ATM they had not properly set up the acct But when I would call customer service they would tell me your acct is fine Go to another atm to make deposit I did same thing Now they are charging me XXXX dollars in over draft fees Snd the won't return a call
Company Response: Closed with monetary relief

Timely Response

2019-03-01

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-03-01

Portland, OR

Closing an account

Checking or savings account: CD (Certificate of Deposit)

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

Timely Response

2019-03-01

Bedford, TX

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

2019-02-28

Manhattan, NY

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
Company Response: Closed with explanation

Timely Response

2019-02-28

Grand View, ID

Getting a credit card

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

Sent card you never applied for
Complaint: Beginning of XX/XX/2019 I applied for HSBC Platinum Mastercard with Rewards credit card which is advertised on their web-page with a 0 % Introductory APR on credit card purchases and balance transfers for the first 12 months from Account opening ( " Introductory Period '' ). With an excellent credit score of XXXX and a household income of $ XXXX I didn't see any issues with getting this card. Only, about a month later when I got the card in mail, it was NOT the HSBC Platinum Mastercard with Rewards but the HSBC Cash Rewards Mastercard with a 19.24 % APR with a {$2000.00} limit (!!!! ). This is a XXXX INSULT! My smallest credit card limit is {$10000.00}! I was beyond furious. I called HSBC two times, each time been on hold for 30+ minutes trying to figure out what happened. No resolve. Not only did I get an inquiry on my credit score ( which I'm incredibly protective of, hence the excellent score ) but now I've got a card with a HUGE APR and a TINY limit. Who the XXXX do they think they are?! Stay away from these fraudulence people! What a joke!
Company Response: Closed with explanation

Timely Response

2019-02-28

Stevenson, MD

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I received a statement in the on or about the second week of XX/XX/2019 from HSBC bank. This account was fraudulently opened under my name, using my home address, date of birth, and social security number. After calling the customer service department at the bank, they told me to send a letter with the details and they would close out the account. I also went to a local branch and talked with the senior branch manger to get the account closed. She promised me this would be taken care of within 5-7 business days. On or about the second week of XXXX I received my second statement that the account was still open and getting interest. I then called the local branch manager to let her know the account was still opened, and she told me per her corporate office it sometimes takes longer to close out an account under these circumstances. I have not heard back from her as of today XX/XX/2019..
Company Response: Closed with explanation

Timely Response

2019-02-28

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-28

Flushing, NY

Closing your account

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

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

Timely Response

2019-02-27

Waynesburg, PA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: On XX/XX/XXXX XXXX XXXX XXXX contacted my sister-in-law in an attempt to reach me. They provided her with a reference number, a phone number, and mentioned it was a litigation matter. I received the information from her and contacted Integrity. I was put in touch with XXXX at XXXX. She informed me that she had just received my account that morning and was trying to reach me to discuss the matter. I asked her to not contact my sister-in-law again and she confirmed my number. I questioned her on this being the first attempt to contact me as the number provided to me was in my call history ; the company had made previous attempts to reach me prior to the XX/XX/XXXX. XXXX assured me this wasn't the case as she had just received the account that morning. She stated that she was attempting to collect on an account on behalf of HSBC Consumer Lending from XX/XX/XXXX for {$1300.00}. I asked why I did not receive any physical mail about the collection efforts. XXXX told me XXXX only had the account for 3 weeks and she did not control what the mail department does in mailing out account details. I asked her to send me the information so I can review it and to include an address and account information for payments. She informed me they only take payments over the phone or thru the use of a prepaid card. I told her my discomfort and reluctance about providing debit/credit card information over the phone. I remembered I had an account with HSBC thru Beneficial but not in XX/XX/XXXX. I began to question the debt 's authenticity and she threatened to serve me at home or work with a court summons suing me for the debt. XXXX mentioned she was authorized to offer me a settlement of a payment schedule for a reduction of the balance. Once I began to ask questions to gather information about the debt, she became hostile and immediately stated she was putting me down as a refusal which meant this matter was going to court. I asked her wasn't she obligated to discuss settlement terms before she put me down as a refusal. I mentioned I was only trying to get information about the debt since Integrity 's policy is to not send out mail. XXXX put me on hold. After a brief delay, she came back on line and told me her supervisors were listening to the call and that she should discuss the settlement terms. She then mentioned that the HSBC account was actually from XX/XX/XXXX and that the account had been placed into collections in XX/XX/XXXX. She mentioned I needed to agree to the settlement that day only and had to consent in an email thru electronic signature on a form from them sent via email. I acknowledged that I had an account with HSBC but it was included in a XX/XX/XXXX bankruptcy and therefore the debt was no longer valid. We ended the call her and I contacted the attorney that handled my bankruptcy to discuss this matter. I talked to a clerk and discussed this matter and the above mentioned recollection of events. I provided XXXX 's number and left it there. I contacted XXXX and provided my attorney 's information and that the matter is to be directed to the attorney. My attorney informed me that she would provide Integrity with proof of the bankruptcy. My real issue is how and why did XXXX XXXX come into possession of this account considering it was discharged thru a bankruptcy. I contacted HSBC and they had no information attached to my social security number thus no active attempts to collect the debt. The aggressive nature of XXXX 's collection attempts, immediate refusal of offering a prestated settlement in lieu of me asking informative questions, and the threats of litigation were abusive in nature and combative. Due to the fraudulent attempts to collect and to avoid litigation, I felt immediate pressure to pay the settlement amount on the XX/XX/XXXX and even made a transfer of funds in my accounts to pay the {$750.00} settlement.
Company Response: Closed with explanation

Timely Response

2019-02-27

TX

Opening an account

Checking or savings account: Checking account

Confusing or missing disclosures
Complaint: i tried to open hsbc cking acct, gave the wrong phone #, so i when in again. as i would not get that tx, When in to correct the phone # and app denied. I am tried of this bank pullls erroneous info on your cr bur. This is the 2nd time this happen. No other bank XXXX, XXXX, ask questions of erroneous info. I don't know where they get this XXXX from, I want this acct open and XXXX that comes wit it.
Company Response: Closed with explanation

Timely Response

2019-02-25

Boca Raton, FL

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
Company Response: Closed with explanation

Timely Response

2019-02-22

Auburn, NJ

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: In Beneficial 's response dated XX/XX/XXXX to CFBP complaint # XXXX, Beneficial representatives state, " XXXX XXXX XXXX referenced three previous mortgages dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Please be advised that we are unable to research these mortgages as they are no longer available in our servicing system. '' Since Beneficial is incapable of doing the research on these three previous mortgages, I have done it for them and have included them within this complaint. As one can see by doing a simple comparison, the three previous mortgages ( XXXX, XXXX and XXXX ) completed by Beneficial contain the correct legal description of my deceased parent 's property, as opposed to the legal description contained in the purported XXXX mortgage Beneficial ( HSBC ) admittedly sold to XXXX, with servicing being conducted by XXXX XXXX XXXX XXXX XXXX ( XXXX ). This is further evidenced by the legal description contained in the XX/XX/XXXX Loan Title Insurance Policy issued by XXXX XXXX XXXX XXXX, XXXX Once again, Beneficial and XXXX are unethically misrepresenting the facts and continue to seek judgement on a security interest without the required standing or supporting documentation. I demand they stop any and all misrepresentations and illegal actions.
Company Response: Closed with explanation

Timely Response

2019-02-22

Cibolo, TX

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2019-02-22

Portland, OR

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2019-02-22

Asbury Park, NJ

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-02-21

Lb, CA

Getting a credit card

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

Sent card you never applied for
Complaint: My husband has an account with HSBC. On XX/XX/2019 I went online for the first time to make a payment. I could not figure out where to go to make the payment. So I called HSBC and the representative said I would need to give my social security number to add me, I told him no. So he said that my husband would have to call in to add me. I did a conference call with my husband on the line, and he specifically told them that I did not want a credit card that he was only authorizing me to make changes to the account. We got it settled. On XX/XX/2019 I received two credit cards from them in my name with a credit limit of {$5000.00}. I called HSBC, they said trash them. I got an alert from XXXX XXXX that someone added me to their account. So now this is on my credit report, which I did not want. How do I close this account without it affeecting my credit score.
Company Response: Closed with explanation

Timely Response

2019-02-21

Wrong amount charged or received

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

Complaint: On XXXX XX/XX/2018, I arranged an on-line wire transfer of {$500.00} from my HSBC-XXXX account, to initiate my new HSBC-US account. The US branch deducted their standard {$15.00} wire charge from the deposit, but summed this as {$470.00} - a XXXX discrepancy. In addition, the wire charge has shown up a second time on my online statement. In total, HSBC-US has incorrectly deducted {$25.00} from my account. I have tried to resolve this with HSBC-US ' customer service phone line 4 times, plus 4 times using their 'bankmail ' service, without success : They just say that the missing {$25.00} " must be '' fees deducted from my transfer amount by the sending XXXX branch ( I have confirmed with the XXXX customer service that this is not so ). I have, at least 3 times, offered to send copies of the paper outgoing and incoming Wire Transfer Advices, which clearly show that the discrepancy is within the US branch. But they don't seem to have any interest in seeing these.
Company Response: Closed with monetary relief

Timely Response

2019-02-21

Ehrhardt, SC

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: Date of Call - XX/XX/2019 HSBC will not allow me to close my account because their online banking bank to bank transfer portal crashed while trying to set up a bank to bank transfer weeks ago. I was flagged as fraud and had to call to remediate the issue. Instead of trying to setup the bank to bank transfer, I asked that they close my account and send the proceeds via official check to my address on file. Was transferred 5 times to different people within their customer service or fraud department, and indicated that they could not close the account until the fraud case was closed. They asked me several times if the account I was trying to link was mine and owned by me, and then said the only way they could close to account was to provide a complete statement showing the account details and titling at the other bank. I refused to comply with this request and asked if they could reset their system for me to link on my own, and they said I must provide the statement. During the process of this call, over 2 hours, they cancelled my debit card and removed wire transfer ability from my account. One gentleman apologized but said he needed to suspend my account until I provided evidence I owned the other account that was attempted to be linked, even after I authenticated several times over the phone and provided additional security information via email and mobile phone. My account has less than 10 transactions in it and was almost a year old. Account was opened to have an additional account while taking advantage of a {$200.00} incentive for opening, but little other activity had taken place. Continued to tell me that they needed to review the details of my account, however indicated that I could not receive my funds until they saw the other account I was trying to link. I ultimately provided the statement details from my other bank, as they indicated they could not reactivate the account until " the system '' knew the information was correct. Had to send a copy of my statement ( or voided check ) from a completed unassociated bank ( never ultimately linked this account ) via unencrypted email to the E fraud prevention email at HSBC. After that they again rerouted me back to customer service where they insisted I keep the account open.
Company Response: Closed with explanation

Timely Response

2019-02-20

Bergenline, NJ

Other features, terms, or problems

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

Credit card company forcing arbitration
Company Response: Closed with explanation

Timely Response