HSBC NORTH AMERICA HOLDINGS INC

2018-12-07

Foothill Ranch, CA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: On the evening of XX/XX/2018 I discovered that was unable to login to my HSBC USA online account. I called the bank 's customer service number. Their phone system verified my identity through my phone number, account number, voice print, and last 4 digits of my social security number. Customer service told me that my online access is blocked. They refused to tell me why I was blocked. They refused to tell me my account balances, claiming that it would be a breach of security to tell me my balances, even though my identity had already been verified by the phone system. They insisted that in order to restore access, I needed to call the security department at XXXX during their business hours M-F XXXX - XXXX EST. I called the security department at XXXX EST on XX/XX/2018. After I identified myself through the automated system, I was put on hold for 9 hours, by which time I got a recorded message telling me to call back during their regular business hours. A representative from the bank 's customer service also tried to call the security department but never got a human response. On XX/XX/2018, I again tried to call the security department, but again, I got put on hold. When I complain to customer service that no one at the security department answers, they tell me they can't help me. They insist that I must call the security department, and then they transfer me to the security department which never answers. Meanwhile, I am still unable to login and the bank denies access to all my funds on deposit, which include a checking account and a savings account. The bank has my phone number, email address, and mailing address. Yet I have not received any communication from the bank informing me that my online access has been blocked. I only discovered the blockage when I attempted to login.
Company Response: Closed with explanation

Timely Response

2018-12-06

East Detroit, MI

Improper use of your report

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

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

Timely Response

2018-12-06

PA

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Complaint: On XX/XX/XXXX two of my family members were contacted by XXXX XXXX to inform me that I should be home to sign for a package on XX/XX/XXXX The packeage was to arrive in between XXXX XXXX and XXXX. ( No package arrived ) I got the number that they left with my brother, so I called. I talked to a XXXX XXXX. He said that my outstanding debt from HSBC bank is going to be taken to court and I was being sued in a few days if I don't settle. This debt, which I do not recall ; is supposedly from XXXX. The total is {$2800.00} with late fees and other charges. The original debt supposedly was XXXX. They said I could file for hardship and pay less then what the original amount due. I did not pay or agree to pay anything. I told him I wanted to investigate this matter further. Mr. XXXX said I had to the end of Thursday XX/XX/XXXX to get back in touch with him or the suit will be filed. I feel this is a scam and had a similar call from a company in the beginning of XXXX for the same HSBC bank in wich I paid over {$700.00} to clear. I also feel this was a scam by a different scammer.
Company Response: Closed with explanation

Timely Response

2018-12-06

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: On XX/XX/2018 I applied for a HSBC Cash Rewards Mastercard credit card online that was advertised to me via mail and was approved. About a week later I received the card and activated it. When I tried to make a purchase on the XX/XX/2018, it was denied. I called the credit card company on this same day ( XX/XX/2018 ) and the first representative told me she had to transfer me to someone in the fraud department. The lady in the fraud department told me my that my account was flagged since my cell phone number could not be confirmed in their system. I provided my home phone number to her, she called me back on my home phone number, and then proceeded to tell me she also needs my license. She sent me an email to which I was supposed to respond with a picture of my driver 's license to further confirm my identity. I responded with a picture within less than a minute of receiving this email from XXXX. This representative promised they could even take care of the situation that same day. I have not heard from the company since. Every time I call I am put on hold for hours and can not get through. When I do reach a representative, they insist that I need to be transferred to someone above them.
Company Response: Closed with explanation

Timely Response

2018-12-05

Macclenny, FL

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Complaint: On the XX/XX/2018, I was unable to access funds in my account using my debit card at a car dealership, despite adequate funds being available in my account. The amount was {$12000.00}. Despite contacting the bank via telephone and spending over an hour on the phone with them ( being passed from department to department ), the bank refused to authorise my payment. After many different attempts at rectifying the issue by several different departments, the bank finally told me that a {$5000.00} daily transaction limit ( that I had previously neither agreed upon or knew about ), could not be waived even with my authorisation. The call centre also gave poor instruction to the dealership on how to authorise the transaction as debit, which led to a {$3000.00} transaction going through as credit ( giving the dealership a financial penalty which luckily they accepted on my behalf ). The bank then tried to force me to do a wire transfer, and didn't tell me there would be a charge until I was just about to authorise the transaction. Luckily I did not complete the transaction. I was forced to leave the dealership and complete a 2 hour round trip to retrieve a check book from home. The bank is HSBC US, though all of the departments I spoke to on the phone were overseas call centres.
Company Response: Closed with explanation

Timely Response

2018-12-05

San Francisco, CA

Problem when making payments

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Closed with explanation

Timely Response

2018-12-05

Sandy Hook, CT

Took or threatened to take negative or legal action

Debt collection: Other debt

Threatened to arrest you or take you to jail if you do not pay
Complaint: Myself and other members of my family received a semi automated call about a debt that I know nothing about from HSBC.
Company Response: Closed with explanation

Timely Response

2018-12-05

Lancaster, PA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: I opened HSBC advance checking account to receive a {$400.00} bonus. I have asked HSBC three times, via my online account webpage messaging center, when the {$400.00} will be credited. I am getting answers such as, " 90 days after depositing funds '', " six to eight weeks after completing all requirements '', and " approximately eight weeks after completing all qualifying activities, which would be by XX/XX/XXXX. '' My understanding on opening the account is that I should receive it by XX/XX/XXXX, per the first answer " 90 days after depositing ''. Now it appears that it would be " approximately '' two months later. Please confirm when the {$400.00} bonus will be available.
Company Response: Closed with explanation

Timely Response

2018-12-05

East Rockaway, NY

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: On XX/XX/2018 I deposited {$10000.00} by XXXX to open a new HSBC account based on a promise of {$350.00}. After it took HSBC an unusually long period to credit that electronic deposit, I wrote them via their secure message feature to complain and to memorialize that I only opened the account for the {$350.00}. Since then, I have sent more than a dozen follow-up messages asking when I would receive the {$350.00} and I was told it takes time ( app. 90 days and it's been app. 170 days ) until now, when they did not even bother to promise the {$350.00} or offer an excuse but said instead that I can have my money back less a {$25.00} " penalty '' that they never even disclosed.
Company Response: Closed with explanation

Timely Response

2018-12-04

Bohemia, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Back on XX/XX/2018 two fraudulant charges where placed under my XXXX account 1 ) {$330.00} 2 ) {$370.00} For items i never purchased, received or have proof of even ordering. XXXX is claiming that because it was done online and have since closed my online accounts ( to prevent further theft ) they have no history of anything and that I must have made the purchases bc there is no way to check. My bank HSBC will not refund me the money because XXXX is saying that i have made previous purchases so therefore, i pre-authorized any charges on my account.
Company Response: Closed with explanation

Timely Response

2018-12-04

Blackhawk, CA

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

2018-12-04

East Fishkill, NY

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2018-12-04

MN

Closing an account

Checking or savings account: Savings account

Funds not received from closed account
Complaint: On XX/XX/XXXX we called HSBC Bank to close out account. They told us that they would mail us a check for {$730.00}, On XX/XX/XXXX we called to see why we had not received our check. We were told that it takes 5-7 business days and the check was written on XX/XX/XXXX but might not have gone out until XX/XX/XXXX. Called XX/XX/XXXX. Check takes 7-10 business days and should arrive soon. It has been 10 days today. Wait it will come. Called XX/XX/XXXX. Check has not arrived. XXXX will check on it and call back tomorrow. Did not call back. XX/XX/XXXX we called. They will stop payment on the check but we need to sign an indemnity letter first. This must be mailed to us not faxed or emailed to verify we can receive mail at our address. On XX/XX/XXXX the indemnity letter was received by us. We completed it and had it notarized. Sent through US post office with signature requested. Letter received by them XX/XX/XXXX. Stop payment requested, but must first be cleared through bank. We need to wait until XX/XX/XXXX and a new check will be issued. We called XX/XX/XXXX. Check was mailed XX/XX/XXXX. Please allow 5-10 business days.
Company Response: Closed with explanation

Timely Response

2018-12-04

Larkfield, CA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-12-04

East End, CT

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-12-04

Cantonment, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-12-04

Houston, TX

Getting a credit card

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

Sent card you never applied for
Complaint: Im convinced my identity has been compromised because : I received a credit card from HSBC Bank USA, N.A. which I did not request. A scan of that card and letter are attached ( XXXX XXXX HSBC Card.pdf ). Note the Reference Number : XXXX. I contacted HSBC and they had a great deal of information about me including : correct name and address, Social Security Number, Credit Report and Date of Birth. Possibly more but that was enough to convince me I have a problem. A scan of the card and accompanying letter has been uploaded. The file name is " XXXX XXXX - HSCBC Card.pdf ''.
Company Response: Closed with explanation

Timely Response

2018-12-03

Cortlandt Manor, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-03

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-03

Greenwood, CA

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: On XX/XX/18 I opened an HSBC Advance online bank account. Shortly after, I have not been able to get access to this online account to transfer any money into it or do any other transaction. Since then I have called HSBC several times to have them resolve the issue with the online account. I have been put on very long holds up to 1 hour or more without any resolution. On one occasion, a representative took my number and told me that someone will call me back to resolve this issue. Nobody ever called since then. Subsequently, I have tried to close this account but have been unable to do so because again I am either being transferred or put on hold for a long time without any resolution. HSBC simply refuses to do anything. And I am sure, 30 days after my account opening they will begin charging their maintenance fees.
Company Response: Closed with explanation

Timely Response

2018-12-03

Hinsdale, IL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Company advertises a cash award on their Premiere checking account if a specific deposit amount is made and maintained for 90 days. I made the specific amount deposit on XX/XX/2018. To date I have not received the cash award despite calling 10 times. They have opened at least 3 'cases ' during this time, are constantly telling me they can not respond for a week. This is obviously a scam designed to accept my money and hold on to it for as long as they can. Please help me to resolve this issue with them.
Company Response: Closed with explanation

Timely Response

2018-12-02

MI

Getting a credit card

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

Application denied
Complaint: About a month ago I applied for one of your credit cards I gave you all my information address date of birth phone number social security number I even gave you my drivers license number a few minutes after submitting the application you said that it was denied because you couldnt verify me so I called the number I spoke to a woman who knew absolutely nothing she said that some automated system said they couldnt verify mean but she couldnt tell me exactly what it was she couldnt verify she suggested I reapply a few days later why I waited a little longer than a few days but I reapplied just a couple days ago Application ID XXXX once again I gave you a ton of information more than what most applications asked for I mean you asked for my employers address you asked for my drivers license information I gave you were off but once again you send me a notification saying you cant verify who I am how was that possible? With all the information I gave you if you cant verify meet what is it that youre missing I answered all of your security questions I know sometimes credit reports can have different things on them but theres no way that twice I answered all those questions wrong I just dont believe it
Company Response: Closed with explanation

Timely Response

2018-12-01

Oceanside, NY

Struggling to pay mortgage

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

Company Response: Closed with explanation

Timely Response

2018-12-01

Oceanside, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-01

Lubbock, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I applied for an HSBC Choice Checking Account after visiting their website and being offered a {$200.00} account promotion. I have screenshots and saved emails showing the terms of the promotion, which state : " Open new HSBC Choice checking account by XX/XX/2018 ; and Deposit a minimum qualifying balance of {$1500.00} or more in new money in combined checking and savings accounts within 30 calendar days of account opening ; and Maintain at least the minimum qualifying balance for 90 days from the date you deposited the minimum qualifying balance. I met all terms and conditions more than 2 months ago on XX/XX/2018, but they still haven't paid the bonus. The official terms state " You will receive the {$200.00} welcome deposit in your new HSBC Choice Checking account approximately 8 weeks after completing qualifying activities. '' Well, more than 8 weeks have passed and they continue wasting my time instead of honoring the contractual agreement.
Company Response: Closed with explanation

Timely Response