HSBC NORTH AMERICA HOLDINGS INC

2018-10-02

Beaumont, TX

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2018-10-02

Brooklyn, NY

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: On my XXXX report I have 11 Hard Inquires including the XXXX credit cards still open from HSBC bank, but not used because it is transferred to my new HSBC credit card. Also, those XXXX cards are still there when I check my bank account statement. Additionally, all those 11 hard inquires is because of fraud. Please, if there is any way to delete or clear the 11 Hard Inquires on my credit report when it was based on fraud claims through the years. Transactions that I did not make causing my credit to be very low and can not apply for other credit cards or increase my limit.
Company Response: Closed with explanation

Timely Response

2018-10-01

MN

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: On Monday XXXX around XXXX I received a call from XXXX at HSBC Fraud Protection that a credit card application had been opened in my name and that the card was being suspended for use until I returned the call. The number I was suppose to call was XXXX and my reference number was XXXX. I attempted to call back that afternoon, and was on hold for 30 minutes when I had to end the call. The next day in the morning I called the number again and was on hold for 2 hours and after 2 hours the call just ended. Today, a week later, I tried again and was on hold for 2 hours and then my call was abruptly ended. I tried to find an online way to resolve this item without success. I think HSBC should be held to a higher standard that this level of participation in the financial services industry.
Company Response: Closed with explanation

Timely Response

2018-10-01

Queens, NY

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XX/XX/2018 my XXXX XXXX premier account ( account # XXXX ) had been hacked, and being illegally transferred out twice ( {$2800.00} & {$6200.00} ). I noticed the same day while I was in XXXX, I called HSBC Premier customer service line ( XXXX ) I was being switched to HSBC fraud department. All my XXXX XXXX accounts ( premier, saving, checking, business and credit accounts ) were suspended. I could not log into my account online anymore. I came back to New York on XX/XX/2018, went to HSBC XXXX branch to learn that my account was being hacked many times since I reported. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, hacker came in and transferred money out freely. On XX/XX/2018, I filed a complaint with CFPB because I was in XXXX could not get response from HSBC. The complaint number is : XXXX. I received your letter 2 days ago telling me that this complaint is closed. My money is not recovered completely yet. HSBC efraud team refused my phone calls several times, they asked me to branch, when I went to HSBC several branches and I was told to contact my account manager. My personal account manager left HSBC more than 2 months ago, but on their system my account manager is still he.
Company Response: Closed with explanation

Timely Response

2018-10-01

MI

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Complaint: I spoke to a representative about a couple of weeks who said that they had sent information regarding their claim to the wrong address. I explained that they had the incorrect address and also that I never had a personal loan with HSBC. I tried to give the correct information so that they would send the information to me so that I could dispute it. The representative would not allow me to. They said that they would just notate that I refused to pay. I told them that they were not adhering to Fair Debt Collection Practices Act and they said that they did not have to because they are not debt collectors. They called again today with a recorded messaged saying that I was avoiding my responsibilities. I have never had a loan with HSBC. I need for them to verify the information that they are using so that I can file a proper dispute.
Company Response: Closed with explanation

Timely Response

2018-10-01

CA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I made a purchase on XX/XX/18 in the amount of {$140.00}. I subsequently returned the package. After approximately 30 days I contacted the merchant who explained that they don't issue a credit back to the card but rather issue a check. At this point I opened a dispute with HSBC and received a credit on XX/XX/18. The amount was charged back to my account on XX/XX/18 because the merchant told the bank they had mailed a check. I never received a check so they will have no copy of a cancelled check with my endorsement or account number. XXXX XX/XX/2018 XXXX XXXX XXXX XXXX REF NO XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-10-01

Arco, 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: https : //www.us.hsbc.com/content/dam/hsbc/us/docs/pdf/Advance-Checking-Account-Offer-HSBC-.pdf Open your new HSBC Advance checking account online by XX/XX/2018 and ; - I HAVE OPENED MY ACCOUNT ON XX/XX/2018 Deposit a minimum Qualifying Balance of {$10000.00} or more in New Money in combined checking and savings accounts within 30 calendar days of account opening ; and - I HAVE DEPOSITED ATLEAST {$10000.00} WITHIN THE 30 DAYS OF ACCOUNT OPENING AND THE MONEY IS STILL THERE UP UNTIL TODAY. Maintain at least the minimum Qualifying Balance for 90 calendar days from the date you deposited the minimum Qualifying Balance. - QUALIFYING BALANCE IS STILL ON THE ACCOUNT FOR MORE THAN 90 CALENDAR DAYS. WHICH IS NOW ATLEAST 8 MONTHS. I HAVE ASKED OVER THE PHONE FOR THIS ISSUE BUT THEY COULDN'T GIVE ME AN EXACT ANSWER BESIDES THE WORD - DENIED BUT NO EXPLANATION ON WHY. I HAVE SENT SECURED MESSAGES THROUGH THE ONLINE ACCOUNT BUT STILL NO LUCK. THIS IS THE LAST CONVERSATION AND THEY NEVER SENT ME ANY LETTER OR EXPLANATION - " Please be informed as per the investigation done by our Marketing and Campaign Team, your account is not qualified for the promotional offer. Base on your previous BankMail communication, your concern has been forwarded your request for the approval to Network Head through Area Manager. Once we receive an approval we will inform you via BankMail. "
Company Response: Closed with explanation

Timely Response

2018-10-01

Akron, OH

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
Complaint: My complaint might seem strange. All I want to do is pay for what I charged on my HSBC card. In XX/XX/2018 I applied for, and received a credit card from HSBC. I made two charges on the account totaling about {$200.00}. Since I have incurred the charges, I have not received a single statement or communication from HSBC. They have not allowed me to access the account on their mobile app.. I have tried to contact the company on numerous occasions to try to pay the account balance. I have spent in excess of five hours on the phone trying to get this situation resolved. At their request I have sent multiple emails ( copies attached ) trying to obtain a statement. I get no reply and they wont communicate with me, but they have no problem communicating with the credit agencies to report my account delinquent. I have never missed a payment on any account in over 50 years and now my XXXX score has dropped from XXXX to XXXX. Needless to say Id like to get this resolved. Thanks for your assistance.
Company Response: Closed with explanation

Timely Response

2018-10-01

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

2018-09-28

Bakersfield, CA

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Complaint: I am filling this complain because HSBC disqualified me from earning a checking account bonus due to the fact that I have an existing credit card account with the bank. However, the terms and conditions included regarding opening the checking account and earning a {$200.00} bonus specifically mention that customers can not have a consumer deposit or investment account prior to opening the checking account for a specified period of time. It's disappointing that the person who handled my response " XXXX '' who has a senior position can't tell the difference between a deposit account and a lending account. The first one is an account where customers deposit money and the second one a product where customer have a specified line of credit. I don't accept HSBC 's disqualifying me from an offer that I am clearly eligible for since I never had a deposit ( checking, savings ) account or an investment account with the bank before applying for my existing checking account and a credit card account is definitely not a deposit account. The terms and conditions didn't disqualify people based on previously having " Any type of account ''. They specifically mentioned Deposit or Investment account which I never had before. I urge HSBC to honor the terms and conditions stated in the original offer and credit my checking account with {$200.00} bonus. If HSBC senior employees can't tell the difference between deposit products and lending products then the best course of action would be to move my funds to a different bank.
Company Response: Closed with explanation

Timely Response

2018-09-28

Lewisville, TX

Fraud or scam

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

Complaint: On XX/XX/2018, I became the victim of a {$100000.00} INTERNATIONAL WIRE TRANSFER SCAM. This money was my ENTIRE life 's savings. The fraudster impersonated XXXX law enforcement ( where I used to go to college ) and told me my SSN had been compromised. In order to be assigned a new SSN, I needed to transfer my funds to a bank in XXXX XXXX, specifically the HSBC in XXXX. HSBC 's address is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX The recipient 's information is : XXXX XXXX XXXX Account number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX I submitted a recall request on XX/XX/XXXX with XXXX XXXX XXXX to no avail. I also found out that there are at least TWO MORE VICTIMS involved in this crime, although their funds were transferred within the U.S., as opposed to internationally. I have alerted : The XXXX Police ( where I live ), the XXXX XXXX XXXX where this took place, HSBC ( formal complaint ), the XXXX XXXX Police, the ic3 ( twice ), the Criminal Investigation Division ( CID ) of the Texas Comptroller of Public Accounts, the FTC and the Texas Attorney General. There is still NO resolution. Every time HSBC responds to XXXX XXXX XXXX, they simply say they are waiting on a response from the beneficiary to get debit authority. My guess is the beneficiary will NEVER respond to HSBC since all their contact details are FAKE. HSBC allowed the fraudster 's account to be opened using false details. The bank was purely negligent in allowing the transfer to take place, as well as failed to conduct sufficient checks. Simply put : HSBC COULD HAVE PREVENTED THIS CRIME FROM BEING COMMITTED.
Company Response: Closed with explanation

Timely Response

2018-09-28

Havana, FL

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2018-09-28

Shalimar, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX we finance our home with XXXX under a conventional loan 80/20. In XXXX they should the second mortgage to HSBC. In XXXX, we became behind on our mortgage and needed to modified or foreclosure would begin on the home. In the process of modifying the home, we told that both loans would be included so we pay on the modification until it was finish and now only one loan remains so we thought. Our home loan has be sold so many times by XXXX XXXX XXXX until it not funny. Now we are in XXXX, and now we are wanting to sell our house but can not because a lien is on the property held by HSBC. Wow, the second mortgage shows up finally as I did my work the loan is inactive and has been charged off as of XX/XX/XXXX. There is no record of it appearing on our credit at all but the title company will not close on the home until lien has been release. I have mail paper to HSBC address XXXX XXXX XXXX in XXXX XXXX ILL. No one as of yet has notified me of receiving the information. I am frustrated with the whole matter. Could you please assist.
Company Response: Closed with explanation

Timely Response

2018-09-28

Wallington, NJ

Other features, terms, or problems

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

Problem with convenience check
Complaint: On Wednesday, XX/XX/18 I opted to utilize two balance transfer checks to take advantage of an intro APR. One check for {$5000.00} deposited to XXXX and one check for {$1200.00} deposited to XXXX. This was within my credit limit including the transfer fee. On Thursday, XX/XX/18 I received a call from the fraud department to verify the activity at XXXX. I called back at XXXX and was on hold for 55 minutes before speaking to someone who told me that the fraud department is already closed. Not to mention that the voicemail I have said that I can reach them 24 hours a day, 7 days a week. I tried to call back this morning, Friday, at XX/XX/18 and could not get through. The check I wrote to XXXX has already been returned and will make me incur fees. I called the executive office and the operator is unavailable and the mailbox is full so it doesn't accept voicemails. I finally went to a branch to prove identity and my Drivers License with current address is not enough, they want a copy of my lease. I am willing to do that but now they said they don't handle placing the funds back into the other banks or handle fees by other banks. I asked the service rep if they can ACH the funds back to XXXX and she had to ask her manager because she did not know what ACH is ... I've been in banking for 20 years. This is completely unacceptable. I've attached a screenshot of the transcript from the voicemail left on my phone which states that I can reach them 24/7 and also has the time they called me.
Company Response: Closed with explanation

Timely Response

2018-09-28

New Cassel, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2018-09-27

Mill Valley, CA

Charged fees or interest you didn't expect

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

Company Response: Closed with monetary relief

Timely Response

2018-09-27

San Francisco, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2018-09-27

Other features, terms, or problems

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

Problem with balance transfer
Company Response: Closed with explanation

Timely Response

2018-09-26

NY

Trouble using your card

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

Can't use card to make purchases
Complaint: This relates to HSBC 's Premier Credit card. I paid the credit card using the telephone service provided by the bank and then the bank froze the card ostensibly to verify that I was the one who paid. I waited hours for the call center to pick up my call over a period of days. finally, i got someone, the card was unfrozen. I then spoke to someone in customer support who helped me make a request to transfer a balance from another credit card to the HSBC card. Minutes later the card was frozen to verify that I had made this request which is ridiculous as the employee from customer support had already verified my identity. I have been on hold with the call center for hours over a period of two days so far and no one picks up, and both my request and credit card are frozen. The bank takes arbitrary actions that prevent me from using the card and then there is no one to speak to rectify this.
Company Response: Closed with explanation

Timely Response

2018-09-26

Macungie, PA

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2018-09-26

Rockwell, NC

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Complaint: I filled a name change at my online bank ( HSBC, XXXX ) of which they forwarded me a secure email under a XXXX format ( automated signature done via email XXXX XXXX XXXX? XXXXXXXX XXXX ). The documents they requested were an id, a document showing the name change like my marriage certificate, and they also asked for my full social sec #. I had no issue since it was via a secure method and from/through my bank. They just sent me the executed docs via email ( unsecured /no protection ) which contained the image of my license, marriage certificate, and the doc containing my signatures and Full Social Security number. I was leery of my social # initially being submitted, but did confirm it was a secure method so my concerns lessened. I was not aware they were going to send it back to me in what appears to be an unsecured format. I responded to the email indicating that they sent all of my personal identification info through unsecured methods as well as called HSBC to file a complaint. On the call they said their emails are encrypted if sent from HSBC but, again, I dont see it. Also the email sent back was from XXXX under the HSBC name so I dont know if that is something that is auto generated from the vendor they use, which may very well not be secure. Since I dont know if my complaint to them will go anywhere, I thought I would file this with you as well. I have my credit frozen from the credit bureau breech but this is awful to send all of that data out for anyone to pick up. Since they are an international company, if they are sending unsecured emails out w/ PII then that should be also violating GDPR in the XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-09-26

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-09-25

TX

Trouble during payment process

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

Complaint: This is related to XXXX XXXX XXXX , XXXX and HSBC Beneficial. In XXXX my wife and i took out a HE Loan with Beneficial Mortgage ( HSBC ). On XX/XX/XXXX and XXXX XXXX, My wife and I signed documents related to a First Lien deed of trust for the home equity loan with Beneficial Finance. I cant explain why this was done twice or for what purpose, but the fact is both were filed in XXXX County, TX. I have paid my loan as agreed, then, around XXXX of XXXX, Beneficial sold my loan to XXXX, XXXX. There is a transfer of lien filed at the county that reflects this. The transfer references the loan #, but only references one of the instruments or liens that was filed. I paid my loan off in XXXX and received a release of lien from XXXX for the lien they assumed from HSBC, the FLDT dated XX/XX/XXXX. I went to apply for a home equity about a month ago and was told there was still a lien filed with the county ; the lien filed on XX/XX/XXXX by Beneficial. I am being told by XXXX XXXX , XXXX that they can not release the lien dated XX/XX/XXXX as it was never transferred to their name, and they are not the lien holder. I told XXXX the lien they assumed was invalid, as there was already a FLDT filed at the county, and one could argue that any payments i made to them were done so without a proper lien. I explained that I felt it would be in their best interest to help resolve this matter. They stated they had done all they could do. I can not contact HSBC Beneficial other than by mail, which i have done as of today. In this day, with all the access to technology we have, it is unreasonable for them to not have a means by which a customer can contact them other than by mail. I would appreciate your help resolving of this matter.
Company Response: Closed with explanation

Timely Response

2018-09-25

Westfield, NJ

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: HSBC refuses my repeated request that it send me a check cor {$150.00} in redemption of its promotion of {$150.00} for {$500.00} charged by me to my HSBC credit card within 3 months! I have repeatedly told HSBC I find redeeming the cash online impossible to do after several attempts! It has provided me with NO help. I want a check cor {$150.00} promptly sent to me!
Company Response: Closed with explanation

Timely Response

2018-09-25

Arlington, VA

Opening an account

Checking or savings account: Savings account

Unable to open an account
Complaint: Opened on XX/XX/XXXX, a saving account online. Online application went to pending contingent on receipt of account being funded. Check mailed to fund account XX/XX/XXXX. To date have not received any correspondence or notification of account opening. Attempted on XX/XX/XXXX, to initiate chat to determine account status, including providing all requested details, and chat agent ended chat prematurely. Also attempted to call to determine status of account and was placed on a continuous hold.
Company Response: Closed with explanation

Timely Response