HSBC NORTH AMERICA HOLDINGS INC

2018-12-31

Midlothian, VA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: Previously filed complaint XXXX, requested that HSBC review historical " checks '' sent via bill pay to determine if there are any historical checks which have not been cashed and not be refunded to my account. I had two instances that I knew of and have had corrected but am requesting that the bank identify any others since this information is not available to me via website nor via their helpdesk. The response to the complaint researched one check but not all checks submitted through bill pay. Please research all bill pay checks for the history of my account.
Company Response: Closed with explanation

Timely Response

2018-12-31

Nyc, NY

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-30

Atl, GA

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Company Response: Closed with explanation

Timely Response

2018-12-29

Nyc, NY

Fees or interest

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

Problem with fees
Complaint: HSBC Bank USA has begun charging a fee when you pay your Mastercard bill, on time. This was written in small print to begin XX/XX/2018 without any reason given. Though only a dollar ( on my credit card bill ), it could increase without warning. I went to the bank, spoke with the banker and the teller. They claimed to know nothing about this. When I phoned, only robot offers given for responses. HSBC gives very little interest, even on a {$40000.00} savings. The Mastercard web site mentioned that the bank is responsible for the fee, as the issuer of the card.
Company Response: Closed with explanation

Timely Response

2018-12-28

Los Angeles, 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

2018-12-28

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2018-12-28

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2018-12-27

Centuck, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-27

Boloxi, MS

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2018-12-26

Bremen, GA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: RE : Complaint XXXX about HSBC HSBC offers a {$200.00} bonus to open an online checking account. I applied months ago and was declined. The ending questions were supposed to be about my credit, and none of the questions were about me or my lenders. I complained to CFPB. HSBC just replied this date, XX/XX/XXXX, saying they did nothing wrong. So I tried to apply again and was declined. This time I printed everything. Question 1 asks me if I opened an account in XX/XX/XXXX from XXXX, XXXX XXXX, XXXX, or XXXX. No, I didn't. These are not my accounts. Question 2 asks me about XXXX XXXX ; yes, that's my account. Question 3 asks me about a mortgage I opened in XX/XX/XXXX, but that mortgage company, XXXX XXXX, is not listed in their multiple choice. Question 4 wants me to report the mortgage monthly payment, and my payment is higher. Question 5 says I closed an auto loan, but XXXX is not listed. I obviously will not be able to open this online checking account and receive the {$200.00} bonus because it expires in 2 days. Please see the printouts I've attached. HSBC says " Unfortunately, there were discrepancies in the information provided when compared to your credit report and the applications in question were declined. ''
Company Response: Closed with explanation

Timely Response

2018-12-26

Bridgeport, CT

Written notification about debt

Debt collection: Other debt

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

Timely Response

2018-12-26

Itasca, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage company changed servicers effective XX/XX/XXXX. I have been making payments thru my bank for the entire year of XXXX. My bank automatically sends payment on the date I indicate and for the amount of my monthly payment. I have not had any problems the entire year and HSBC has been crediting my payments as normal. My bank made my XXXX payment as normal but towards the end of XXXX ( approximately XX/XX/XXXX ) HSBC called me to ask where the payment was. I immediately checked with my bank and discovered that the payment was mailed over two weeks earlier ( as usual ). I obtained a tracking number from my bank and provided it to HSBC. Apparently, HSBC " misplaced '' my payment for two weeks and they were able to quickly find it once I provided the tracking number. I thought this matter was resolved and received a letter in the mail from HSBC stating that the payment was applied to my loan on XX/XX/XXXX. I should have known that HSBC did not do the right thing at this point because the payment was " applied '' on XX/XX/XXXX, instead of being applied on the date it was received ( not the date it was found after HSBC lost it ). To add insult to injury, not only did HSBC apply the funds late, and thereby charge me additional interest, they are attempting to charge me a late fee and a {$850.00} " Property Inspection Fee ''. HSBC has been the worst mortgage servicer to work with ever and we've had so many problems with them over the years. Instead of getting into the past problems, we are asking you to please address the issue at hand. I believe they have treated me unfairly and perhaps violated other laws as well. For one thing, they lost my payment, that was made exactly the same as the ten prior payments ( mailed from my bank automatically every month ), then when they find my payment they did not back date the payment to the received date but instead date it when they " found '' it. Then they not only added a {$28.00} late fee but some insane {$850.00} Property Inspection Fee. The payment problem was clearly caused by HSBC, who very likely had the payment for at least 7-10 days prior to applying the payment - in order for them to profit by a late fee and some other, incomprehensible {$850.00} fee.
Company Response: Closed with explanation

Timely Response

2018-12-26

Baltimore, MD

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2018-12-26

NY

Managing an account

Checking or savings account: Savings account

Problem accessing account
Complaint: I am unable to access my HSBC Online deposit account. On XX/XX/2018, I opened an online deposit account with HSBC Personal Banking, an online only banking service, depositing a large sum into the account. For several days, the money did not appear in my account online, and when I inquired about this I was told that no such account existed at HSBC, but after some telephone calls to their customer service department the money appeared in the account, approximately one week after opening the account. Every day after that, I logged into the HSBC website ( us.hsbc.com ) to check my balance and see that the deposit was still there, and to check when interest was credited to the account. There was no problem until Saturday XX/XX/2018. That morning when I attempted to log in I reached a page that read XXXX XXXX XXXX XXXX/There has been an error. Please contact us for assistance. I then clicked on the proffered link to a chatline help service and spent hours explaining the problem to a gentleman in XXXX XXXX ( where all the customer service staff appear to be located ). He told me there was a technical problem and I should contact HSBC the following Monday, as they did not work on Saturday. The same thing happened on Monday, except that this time I was told that the account had been blocked by the fraud prevention department. ( That day, I chatted online and spoke on the phone to more than one person in customer service. ) I pointed out that the only activity on my account was my depositing money in it and checking online to see that it was still there every day, so I could not understand what could possibly have led HSBC to block my online access to my account. I decided to call the local office of HSBC, but found that when I called the head office in XXXX, I got through to the same customer service staff in XXXX XXXX that I had been speaking to on the phone. I should add that each time I called HSBC customer service I had to wait for very long periods of time ( hours ), listening to music and announcements telling me that HSBC was unusually busy and that their staff were busy attending to other customers. In the end, I asked to be put through to the fraud prevention department. Each time this happened, I had to wait hours listening to music and announcements, and nobody ever answered the phone. There is no detectible queueing system at HSBC, so there is no way of knowing how many more hours one will have to wait. In the end, I talked to someone at HSBC customer service about this and insisted that I could not wait for days or weeks and would have to seek legal redress against HSBC for withholding my money illegally. At that, he promised to get the fraud prevention department to call me back within two hours. I eventually received a call from a lady in XXXX XXXX who turned out not to be from the fraud prevention department, so said she could not help me. When I explained ( for the umpteenth time ) what had led to her having been asked to call me, she said she would put me through to the fraud prevention department. I was than subjected to more hours of music and announcement, and no answer whatsoever from the fraud prevention department. I then completed a complaint form online and sent it to the State of New York Office of the Attorney Generals Bureau of Internet and Technology. They have now informed me that I should complain to CFPB, as they do not deal with banks. On XX/XX/2018 I received an email from HSBC which said, inter alia : As a valued HSBC customer, we want to make sure you have the most up to date information on your account. We're pleased to let you know that the Annual Percentage Yield ( APY ) on your HSBC Direct Savings account has increased to 2.05 % APY1 effective XX/XX/2018. This would indicate to me that my account may well remain intact, but as I have no way of accessing the account online, I have no way of confirming this. The contact information in the email, including the XXXX headquarters address and the customer service phone lines, are the same as those I used before : all of them lead to XXXX XXXX and endless music/announcements.
Company Response: Closed with explanation

Timely Response

2018-12-26

Colts Neck, NJ

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Company Response: Closed with explanation

Timely Response

2018-12-24

GA

Closing your account

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

Can't close your account
Complaint: I applied for and received a mastercard from HSBC on or about XX/XX/2018. I activated the card online a few days later. I did not attempt to use the card until XX/XX/2018. I used the card to pay for a purchase at XXXX on XXXX XXXX XXXX in XXXX, Georgia and it was declined. I immediately called the HSBC customer service number shown on the card and after waiting on the line for over 30 minutes was told that there was a hold on the card but that she ( the person I was talking to ) could not do anything about it and I would have to talk to another department. She then transferred me to that department number where once again I was on hold for 20 minutes before I terminated the call. The next morning I called the customer service number again and was told the same thing about the block but that the department that was responsible for resolving the issue did not work on the weekend and I would have to call back on Monday, XX/XX/XXXX, ( today ). Today, I have talked to the number that the customer service agent gave me and was told that they were not the right department and I would need to call another department. The agent also told me that the account could not be closed because of the hold on ; the account. I have now called that number and have been waiting for over an hour to talk to someone in the department supposedly that can resolve the issue. After waiting on hold for over an hour and 26 minutes I terminated the call without speaking to anyone. I want to cancel the card and end my relationship with HSBC but can not get to the right department to do that. The account has never been used and I am concerned that something could be put on the account and I will not be able to contact anyone about it.
Company Response: Closed with explanation

Timely Response

2018-12-24

IN

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I was contacted by letter from a XXXX XXXX XXXX by the name of ( Offices of XXXX and XXXX ) This indicates the office is located in XXXX, CA. XXXX and has a phone # of XXXX. The letter was not certified, and came through normal mail. The letter starts by saying ( NOTICE OF INTENTION TO FILE AN I.R.S. XXXX FORM. It's obvious the letter is a strong arm tactic to get me to pay them {$410.00} on a debt that was charged off on XX/XX/2007. It states the original creditor is XXXX XXXX. They provide no real documentation that this account existed or that it was charged off. They state the original charge off balance was {$780.00} and with interest the amount is {$850.00} Then states the total amount owed is {$1600.00}. They provide an account number that I can't verify it existed. The later states. XXXX and XXXX are willing to offer you two lower settlement options then what's owed to the IRS. This is a one-time offer and our last attempt to settle this account before submitting a XXXX to the I.R.S. I do know that I settle with a collection company once and will get copies of that from the lawyer I used. I also know that I was contacted by several credit company 's who purchased the debt and tried to collect after settling with that particular company. I don't understand how they can simply send out a letter with numbers attached and that is supposed to be satisfactory validation that you owe them money. I don't like that fact this is a strong arm tactic. No different then I am going to tell the police you punched me and unless you give me money I am going to call them. If I owe taxes on a debt that wasn't paid back, shouldn't I have received the XXXX form the year is discharged. which according to them is XX/XX/2007. Why wait almost 11 years. In one of the boxes it says they have a federal identification # of XXXX. I think this is unfair collection attempt. If I owe the government taxes, then I should have to pay the taxes once I get legal notice from the I.R.S. not a collection company.
Company Response: Closed with explanation

Timely Response

2018-12-23

Wonder Lake, IL

Trouble using your card

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

Can't use card to make purchases
Complaint: I opened a card with this company, they immediately flagged my account for " security reasons '' despite me confirming my phone number and sending them my credit card information. I already submitted a complaint to CFPB. In response I received a generic letter stating that " we still need to verify your proof of address and proof of ID '' ( I already did this ) and some woman asking to " send in the proof directly to me, Ive enclosed a postage paid envelope for your convenience '' ( I am not sending my ID 's to anyone anymore at this company and how did you enclose an envelope in a PDF?? ). They copied and pasted a generic response unrelated to my case. And are lying about their offer. It was to receive {$150.00} when spending {$300.00} in the first month, which they blocked me from doing. I just want my account closed and will keep sending complaints until it is closed.
Company Response: Closed with explanation

Timely Response

2018-12-23

Watkins, CO

Closing your account

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

Can't close your account
Complaint: Card has been on a " security hold '' for no apparent reason and without notice to myself since XX/XX/18. Customer service will not, or can not take any action including payment, closure or resolution until I speak with their security department. I have made 3 attempts to contact the security department via phone and was placed on hold without answer for a total of 5 hours over the past week ( last call was XX/XX/18 ). They have refused to close the account, and I have no means of contacting them other than the phone, which they do not answer. HSBC has had a high volume of similar complaints on various consumer sites.
Company Response: Closed with explanation

Timely Response

2018-12-23

NY

Other features, terms, or problems

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

Problem with customer service
Complaint: hsbc sends me letters stating they have sent me a check for the balance on my closed credit card, i never received any check
Company Response: Closed with explanation

Timely Response

2018-12-22

Syringa, VA

Closing an account

Checking or savings account: Savings account

Can't close your account
Complaint: I opened an online savings account with HSBC. They advertised a promotional rate. I did not receive this rate. After many calls -- and hours on the phone -- to call centers answering in XXXX and the XXXX -- nobody returning my calls when messages were left -- and many excuses by HSBC including blaming the customer ( i.e. the terms and conditions weren't met ) ... HSBC finally corrected the interest after I filed a complaint with the CFPB. It turned out it was an internal error at HSBC that the account was keyed wrong when it opened. Nobody at HSBC ever apologized for the run-around. Then, after withdrawing all of my funds leaving a zero balance, on XX/XX/2018, I attempted to close the account for my own safety. HSBC refused to close the account because of an address change, that would take many days to process. An address change should not take days to process and should not be an obstacle to closing an account.
Company Response: Closed with explanation

Timely Response

2018-12-21

Wattenburg, CO

Other features, terms, or problems

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

Problem with customer service
Complaint: This complaint is in conjunction with complaint XXXX. Initially I was unable to use my card for several months upon credit approval. Several attempts to contact hsbc and several hours of being put on hold and hung up on lead to my initial complaint. Now, I have completed the online banking months ago as well to manage my account. HSBCs initial classificationof my account has caused me not to have the ability to log on, I have also stopped receiving paper letters in the mail showing me my statement. Since opening I have made one payment over the phone for the complete balance. However now I do not know the remaining payments or due dates which is preventing me to make my payment and ensure I have a XXXX balance. I hurt my credit by opening this account with the intention of using rewards points, benefiting from the annual match of points, using my rewards points, and benefiting from the 0 % transfer. I was forced to open an additional card to perform the balance transfer, further harming my credit score. I am unable to use my rewards points because I can not log online. I have been prevented from using my card for several months limiting the benefit I would receive in rewards points and more importantly the annual match. I can not make a payment on this account due to unknown balances which I have never had a late payment and am afraid this may occur due to the mismanagement of opening this account. In addition to the hours spent already in the aforementioned complaint I spent additional hours trying to fix my online banking issues. I have attempted several days to contact customer service and resolve this issue. They continue to transfer me from to different departments until I drop from the conversation. Attached are additional documents of me attempting to open my online activity. In the aforementioned complaint HSBCs response rewarded me with {$100.00} in rewards points. This is an inadequate amount based on the harm this experience has caused to me credit score and the inability to use the benefits of the card which is why I opened it. Additionally, I can not use any of the rewards I was provided because I can not log on to my accounts although several customer service agents confirmed I opened my online accounts correctly.
Company Response: Closed with explanation

Timely Response

2018-12-21

New York, NY

Problem when making payments

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

You never received your bill or did not know a payment was due
Company Response: Closed with explanation

Timely Response

2018-12-21

Marina Del Rey, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-21

Cincinnati, OH

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I opened a new checking account at HSBC and was told that I would receive {$200.00} for doing so : New account application ID # XXXX You will automatically receive the {$200.00} Welcome Deposit in your new HSBC Choice Checking account approximately eight weeks after completing all qualifying activities. It's that simple. Now they are telling me they can't find my bonus money and keep wanting me to call back and they still do nothing but want another call later. I want my money and they are defrauding me with their false advertising of that bonus cash.
Company Response: Closed with explanation

Timely Response