HSBC NORTH AMERICA HOLDINGS INC

2019-02-08

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-02-08

Mc Allen, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-07

Odell, OR

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: HSBC - I received a card with an into APR of 0 percent on purchases for the first 18 months. Nowhere in my card member agreement or paperwork received from HSBC did it state whether or not the intro APR would change on purchases made but not yet repaid by the intro APR expiration date. I have a XXXX XXXX card and, the purchases made are at the intro APR until they are paid off. So, I called HSBC and asked about how the intro APR worked. I took notes. I was told the intro APR expiration would not expire on purchases made within the intro period. Fast forward to around the first of XX/XX/XXXX. I noticed a not on my statement that seemed to indicate I would start being charged interest on the purchase I made starting XX/XX/XXXX, the end of my intro APR. I immediately called for clarification. I would have utilized other purchase methods for this purchase of XXXX dollars. HSBC confirmed I would be charged interest on the remaining balance starting XX/XX/XXXX. I proceeded to explain to them that I called previously and was told something different. They confirmed record of the phone call. I asked them to please pull the recording and they refused. I asked them to please find the text that backed up this latest story in the card member agreement, and, they could not. I am requesting that the balance remain interest free for the life of the balance, just as I was told when I called in mid -XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2019-02-07

East Rockaway, NY

Closing an account

Checking or savings account: Checking account

Fees charged for closing account
Complaint: CFPB closed my complaint based on a letter that was later mailed to me, from XXXX XXXX, stating that {$25.00} had been deducted from my account. This was not disclosed to me during our conversations. This was not disclosed in any way, in fact, until after the account was closed. XXXX XXXX 's letter refers to the Terms, and describes this as an " Early Closure '' fee that was part of the Terms, however, the account was not closed early. First, contrary to XXXX XXXX 's implication, the Terms allow, but do not require this fee. Second and more importantly, " early closure '' is within 180 days ( see attached secure message from HSBC ). I opened this account on XXXX XX/XX/XXXX. I funded it on that same day via XXXX XXXX transfer. After a few days, when that transfer had not been credited to my account in violation of HSBC terms and relevant law, I complained, and in the end, HSBC did finally credit my deposit, retroactively, another unlawful act, but putting the funding date as XXXX XX/XX/XXXX ( see second attachment, statement with date account opened and funded ). As per XXXX XXXX 's letter, the account was closed on XXXX XXXX XXXX. Whether counting from the date the account was opened ( as required by the Terms ), or when it was funded, in either case 180 days elapsed in XX/XX/XXXX, about a month before the account was closed. Indeed, after HSBC, in one of many messages exchanged via the secure message center on the HSBC app, informed me that if I closed the account within 180 days of opening it I could be assessed a {$25.00} fee, I deliberately waited until the 180 days had elapsed before taking further action. HSBC apparently assessed the fee anyway, without notifying me at the time, without notifying me before doing so, and without any basis for doing so.
Company Response: Closed with explanation

Timely Response

2019-02-07

Omaha, NE

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-06

Colver, PA

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 applied for a HSBC credit card which was received in XX/XX/XXXX and was activated. I had conversation with a person at my bank and was told that HSBC customers had problems with customer service and to check the online reviews of the credit card. I checked and found out the reviews were not good. Therefore, I disposed of the card prior to making any charges. I received a bill showing that 8 purchases had been made on the card from XX/XX/XXXX to XX/XX/XXXX in the amount of {$110.00}. I attempted to phone HSBC numerous times and was placed on hold for long periods of time before I had to hang up. Finally, I spoke to a HSBC representative and was told the card had been suspended and could not be used. Based on this information, I felt I had satisfied my obligation in telling HSBC I did not make the charges and did not have the card. On XX/XX/XXXX, I received a bill for {$350.00} ( {$110.00} worth of charges and {$230.00} in fees ). The same day I called HSBC and waited on the phone 1 hour and 15 minutes. I never did speak to a representative. On XX/XX/XXXX, I wrote a letter to HSBC stating that I never used the card. I called again on XX/XX/XXXX and XXXX, XXXX. On XX/XX/XXXX, I spoke to XXXX at HSBC who told me the card had been stopped and to file a police report. On XX/XX/XXXX I received a letter from XXXX XXXX XXXX XXXX saying this issue had been assigned to them for collection. The amount was now {$390.00}. On XX/XX/XXXX, XXXX XXXX sent me a number of statements showing the bill of {$390.00}. In discussions with XXXX XXXX XXXX XXXX I was told that if I pay {$300.00} it would serve a full payment of the charges. I responded by saying that since I did not make the charges, had spoken to HSBC and explained the situation, it would not be logical to make payment. I have written two letters to HSBC and one to XXXX XXXX. It is very difficult to speak with anyone at HSBC and this matter has become totally frustrating. Our credit rating is outstanding and we have never experienced a situation like this. I have gone to the local police department on two occasions, most recently XX/XX/XXXX, and was told they do not handle such a matter and was advised to contact HSBC Fraud Prevention. I have done this. Could you please help us? Thank You-XXXX and XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-02-06

Skokie, IL

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

2019-02-06

East Orange, NJ

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-06

Omaha, NE

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: We took out a loan in XX/XX/2006 with Beneficial Financial in the amount of {$10000.00}. We were paying on the loan and they went under. We received paperwork in the mail stating that they were in a lawsuit we were owed back money and no longer paying on the loan. Fast forward 12-13 years and we are selling our house. To our surprise, we have a lien on our house. This company is out of business and we have NO way of getting in touch with them. No letters stating our loan was transferred, no other debt collection process happened. Reconveyance of the Deed of Trust, dated XX/XX/2006, filed XX/XX/2006, in Instrument No. XXXX, to XXXX XXXX XXXX XXXX XXXX, Trustee and Beneficial XXXX XXXX XXXX, Beneficiary, stating that it secures a debt in the principal amount of {$24000.00}. PLEASE HELP?! We would like to rectify this by either paying what is due ( if there is anthying small ) and getting a release of mortgage.
Company Response: Closed with explanation

Timely Response

2019-02-06

Discovery Bay, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XXXX HSBC charge my account a monthly maintenance fee even though I maintained the required balance. Ive had the account for years and this is the first time they charged an unauthorized monthly access fee. The bank never notified me of any issues they may be experiencing that caused this to occur.
Company Response: Closed with explanation

Timely Response

2019-02-05

Houston, TX

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: My name is XXXX XXXX ssn ( XXXX ). This complaint is about my HSBC cash rewards master card ending ( XXXX ). My card was lost/stolen on or around XX/XX/XXXX. I left out of country on XX/XX/XXXX and just came back on XXXX XXXX, XXXX. This is when I noticed I didnt have my card with me. I checked my account online and find so many unauthorized charges/fraud activities. ( {$3000.00} ) I called HSBC right away on XX/XX/XXXX. I was told by the representative that I will be receiving some forms to fill out and they will start investigating. Within a week I received a notice dated XX/XX/XXXX that they have denied my claim. I was out of country and card was swiped in person in USA how is this even possible. I am ready to provide any supporting documents or proof. I would like to request HSBC to provide me the proof of their investigation. Also I want the phone number of their credit card operation director.
Company Response: Closed with explanation

Timely Response

2019-02-05

Brooklyn, NY

Problem when making payments

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

Problem during payment process
Complaint: XX/XX/19 I just got my HSBC Credit Card, and from the beginning I saw that i made a huge mistake by doing that!!! At first I registered for Online Banking, and I was restricted from getting any access a minute latter!! .... It took me 3 Days ; and 2 Hours of phone wait to get it resolved!!! Secondly I saw that they reported to the Credit Bureaus more then a week after I used the card!!! Then I finally used my card and right away made a payment! I accidentally logged in and what did I see? ... My Payment was sent back, and they charged me {$25.00}!!!! Finally got back the XXXX dollars, I log in again and I see I have NO AVAILABLE CREDIT!!!!! they told me MY ACCOUNT IS LOCKED!!! I called the Security Depot. AND I AM WAITING MORE THEN AN HOUR NOW!!!!!!!! NEED ANYTHING ELSE?!!!!! DO NOT EVEN DO ANY BUSINESS WITH THEM AT ALL!!!!!!!!!!!!!!!
Company Response: Closed with explanation

Timely Response

2019-02-05

Oxford, GA

Fees or interest

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

Problem with fees
Complaint: This is regarding my HSBC credit card account. When I checked my account on HSBCs website, I found online that several charges were on the account. I have not used the new card at all due to the previous issues. Further, per the balance transfer agreement and previous correspondence, attached, there should be no finance charges for the first 15 months. Also, there is a cash advance fee but no cash advance showing. On XX/XX/XXXX I contacted HSBC via chat and also on XX/XX/XXXX but so far, there has been no resolution. Please reverse the charges for XX/XX/XXXX forward. Thank you.
Company Response: Closed with explanation

Timely Response

2019-02-05

Akron Canton Region Airport, OH

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-04

Key Biscayne, FL

Closing an account

Checking or savings account: Other banking product or service

Company closed your account
Complaint: They accused me for sharing my login information which I had told them that I was the one who logged in on my phone for my dad to deposit the check in the amount of {$1800.00}
Company Response: Closed with explanation

Timely Response

2019-02-04

Heights, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-04

Arroyo Seco, NM

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: There was a {$750.00} promotion to open a new HSBC Premier checking account if you funded {$100000.00} in new money. Prior to XX/XX/2019 I have never had an HSBC account. I opened the checking account in mid XX/XX/2019. After applying for the checking account I applied for a HSBC savings account. Once the checking account was approved I transferred in two amounts of {$1000.00} on XX/XX/XXXX and {$100000.00} ( XX/XX/XXXX ) to complete the requirements. Once the money was transferred into my checking account I then transferred it over to my HSBC savings. I have maintained those balances since those initial dates. Please see the attached screen shots for the transfers. The terms of the promotion state : " Deposit a minimum qualifying balance of {$100000.00} or more in new money in combined checking and savings accounts within 30 calendar days of account opening '' " Maintain at least the minimum qualifying balance for 90 days from the date you deposited the minimum qualifying balance '' To confirm that the promotion was satisfied I called in on XX/XX/2019. Upon calling in I was informed that my checking account was closed in error. However I was also informed that I was not eligible for the bonus and was not given a reason why. Since the checking account was closed I do not have record to the account number anymore.
Company Response: Closed with explanation

Timely Response

2019-02-04

Crestwood, IL

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-02-04

CO

Trouble during payment process

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

Complaint: This is a continuation of previous claim. This is with regard to a HELOC that was granted to us on XX/XX/XXXX thru XXXX XXXX XXXX XXXX With your help I have been able to follow which companies have been involved inthe financing process of this loan. After XXXX XXXX granted this loan, it was turned over to HSBC. They serviced this loan from XX/XX/XXXX until XX/XX/XXXX, according to HSBC. However, from XX/XX/XXXX until XX/XX/XXXX, for four years, there was no correspondence from anyone with regard to payments being made or nt being made.. From some of the research that I have done, XXXX was involved in the serivcing of this loan. I was never notified by XXXX of any involvement in the collection of payments on this loan prior to being turned over to XXXX. No introduction to this company, no statements, no where to sent payments, on payment history, no record keeping furnished to me, no correspondence at all.
Company Response: Closed with explanation

Timely Response

2019-02-03

Eight Mile, AL

Identity theft protection or other monitoring services

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

Billing dispute for services
Complaint: I was alerted to fake accounts in my name at HSBC bank. Upon calling and writing I recieved no resolution or response from them.
Company Response: Closed with explanation

Timely Response

2019-02-03

Mabank, TX

Incorrect information on your report

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

Account information incorrect
Complaint: Hi, Account shows opened on XX/XX/XXXX for {$470.00}. Not my account at all. I never opened this account and it is messing up my credit score.
Company Response: Closed with explanation

Timely Response

2019-02-01

Brooklyn, NY

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-02-01

Mc Farland, WI

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: XX/XX/XXXX Out of Area call XXXX I answered the phone and got a recording said that said legal action was taken against me and a process server would be coming to my house to serve me with legal papers. Then transferred me to XXXX XXXX. Mr. XXXX asked me to identify myself by verifying the last 4 of my SSN, then when I did he said I needed to pay today a bill for an HSBC credit card. I told him I'd never had an HSBC CC and he started yelling at me telling me " Do you expect that the company is just supposed to believe you since you say it isn't yours? Isn't that your SSN number? '' When I told him again I had never had an HSBC card he said then that it was bought by XXXX XXXX and I had paid {$48.00} a month back in XX/XX/XXXX. I again told him that I never had an HSBC card and he started yelling saying " We're done here, we're sending process servers to our house ''! I hung up
Company Response: Closed with explanation

Timely Response

2019-01-31

Juno Beach, FL

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2019-01-31

WI

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Complaint: I was called by a XXXX XXXX @ XXXX. HE said he was saying he was from XXXX XXXX XXXX. he said that I have an outstanding balance of a little over {$500.00} from an hsbc credit card. He said I stopped making payments on the card in XX/XX/2013. I asked him if he could please email or mail me some documentation showing this balance and when it was from. He went on to say that I have dodging calls and they have sent me info in the mail. He started rattling off the other addresses I have lived at. I told him I need some documentation cause this sounds like a scam. He said that I racked up credit card bills and now I don't want to pay. This went on for a few minutes and I started to get mad. I advised I am not dodging any past bill but I am not going to pay something over the phone with out some documentation. He was very rude and said I was not ever planning to pay. I told him I was to speak to his manager. He said he was the manager there. I then told him to transfer me to hsbc so I get more info from them. He would not do so. I told him to not call me or my family again. He has also called members of my family that there is an urgent matter and that I need to call him. I checked XXXX and there is not any warning of an old debt. I called hsbc and they are not showing anything also.
Company Response: Closed with explanation

Timely Response