HSBC NORTH AMERICA HOLDINGS INC

2018-05-02

Bellaire, TX

Getting a credit card

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

Sent card you never applied for
Complaint: HSBC Bank sent us credit cards that we did not request. I called them and they said they would cancel the cards. They could not tell me who applied using our name or why they sent us cards. About two weeks later we received a welcome packet in the mail asking us to activate the cards. I called HSBC Bank again, the cards had not been cancelled. Once again, th ey have promised to cancel the cards. This time I requested an email confirming action on there part. I will call them back if I don't receive the requested email promptly.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-02

Echelon, NJ

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-05-02

Staten Island, NY

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with non-monetary relief

Timely Response

2018-05-02

Garland, TX

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2018-04-30

Conshohocken, PA

Took or threatened to take negative or legal action

Debt collection: I do not know

Threatened to sue you for very old debt
Complaint: XXXX XXXX current creditor XXXX XXXX XXXX oringal creditor XXXX XXXX XXXX XXXX oringinal account # XXXX XXXX ref XXXX XXXX phone number XXXX ext XXXX i do not know what this is it has been on my credit report for a least 10 yrs or more i am XXXX and do not know what to do thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX pa XXXX
Company Response: Closed with explanation

Timely Response

2018-04-27

Watkins, CO

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 applied for an HSBC XXXX XXXX on XX/XX/XXXX, was approved, and sent a card on the XX/XX/XXXX of XX/XX/XXXX. I activated it in XX/XX/XXXX and I purchased goods from XX/XX/XXXX to XX/XX/XXXX, total cost of the goods was {$150.00}. HSBC then locked my card/account. They also locked me from making a payment. I contacted them through their online chat twice, the last time XX/XX/XXXX. Both times they were unable to help and they told me to contact their security team, the phone number they gave me was XXXX. I called it. It asked for my card number, I entered it, it couldn't read it, so it connected me to an agent, who could not hear me. So I hung up, and called again. This time the automated machine picked up my card number but not my PIN number. So again I was transferred to an agent, who could hear me, but then after telling me he would transfer me to the proper department, simply transferred me back to the automated machine, which asked for my card number all over again. So, I hung up a 2nd time. 3rd call Next time I called, the machine accepted my card number and my PIN, and an agent transferred me to the proper department. After waiting on hold for 45 minutes, the agent came back on the line and asked if he could schedule a callback for sometime in the next 48 business hours. I said I can't do that because I need to make a payment on my card for the due date of XX/XX/XXXX, the day of these calls. After a further 15 minutes of waiting, the agent again came back on the line, and finally transferred me to the proper department. I talked to a man named XXXX or XXXX, I believe ( he slurred his name ). He asked me for my card number and my name, I gave him both. He put me on hold for another 15 minutes. When he came back, he told me that he would not be able to unlock my account because they needed further verification, specifically my Driver 's License. This is where I lost it and spoke rudely. He then asked me to confirm my email address. I did, he sent me an email. I asked him if I could take a picture of my license with my phone and send it in through the email. He said I could. I read the email. Here is the intro : " Dear XXXX, Thank you for your application. We need to obtain the following information from you in order to continue to process your application. '' What application? I'm not applying for a new card. They've already approved me. They sent me a card. They didn't ask for my license when I applied. I made purchases for 10 days and had the card fromXX/XX/XXXX-XX/XX/XXXX with no problems. They let me activate the card. Why do they need my license? I have 10+ other credit cards and none of them have ever asked for my credit card? The agent asked if I'd like to visit a branch. I told him I'm in Colorado. He told me HSBC doesn't have branches in Colorado ( I haven't verified if there are HSBC branches in Colorado ). I was so frustrated and felt like HSBC was untrustworthy, and being frustrated I hung up. Regardless of all my objections to HSBC 's practices, I still need to make my payment. So I responded to the email, attaching my driver 's license. I listed the reference ID they gave me in the email in the subject line, and gave them my card number, name, and the basic info of the situation, and stated that I wanted my account unlocked. They have not unlocked my account, I can not make the payment to the account. They have also not responded to the email. I don't trust HSBC or their employees, and now they have my Driver 's License ID as well, and I am honestly afraid that my personal identity may be at risk. Again, I just want to pay my bill. That is all. I didn't want to do this complaint but I feel this is my only option.
Company Response: Closed with explanation

Timely Response

2018-04-26

Angels Camp, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-26

Salinas, 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
Company Response: Closed with explanation

Timely Response

2018-04-25

Pine City, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-24

Oxford, GA

Getting a credit card

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

Application denied
Complaint: I got a mail invitation from " HSBC Bank USA, NA '' to apply for a credit card and when I applied online, I got rejected due to : Excessive obligations in relation to income The problem is : I have no obligations ; none whatsoever. No mortgage, no auto loan, no outstanding credit card balances, nothing. When called, they told me to contact XXXX. There is no problem with my XXXX credit report, either. I have verified it. I believe the problem is due to HSBC Bank 's software systems - when applying online, their web site asked me questions which made no sense ( because none were relevant or applicable to me ). But they refuse to acknowledge their problems, but instead are denying me a credit card illegally and for non-existing reasons.
Company Response: Closed with explanation

Timely Response

2018-04-24

Navasota, TX

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: 2nd Mortgage is with HFC, subsid of HSBC. The company, when calling the XXXX number, reports that the divisions, centers, resources in the US have closed and that there was a notification of who the new owners were of the mortgage. For years they have reportedly tried to contact me, via snail mail. electronic services have never worked, printed seemed like a better plan. NOW, need the XX/XX/2017 Taxes paid and the company is no longer in the US. More over, the payment is on autodraft, no contact details are available and if there were, it would only be to a processing center, not the actual company behind it, since they likely process payments for lots of company 's. Worse now, this 100 % inhibits any plans or change with the property, until the loan is paid off OR bought out by a refi to a company we CAN talk to. HELP, THERE is LITERALLY NOTHING THAT CAN BE DONE??? REALLY?? I saw mention of a class action lawsuit against HFC, for reckless, malicious intent, interest rates, unbelieveable behavior.
Company Response: Closed with explanation

Timely Response

2018-04-24

Lehigh, FL

Getting a credit card

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

Sent card you never applied for
Company Response: Closed with non-monetary relief

Timely Response

2018-04-24

Nyc, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-04-24

Key Biscayne, FL

Incorrect exchange rate

Money transfer, virtual currency, or money service: Foreign currency exchange

Complaint: On XX/XX/2018, I made an online " Global Transfer '' on HSBC 's online banking system, and when I realized the terrible exchange rate being used I immediately ( within 5 minutes of the online transaction ) called HSBC 's Premier Customer Relationship Center and asked for the transfer to be cancelled ( as allowed by the wording on the receipt ). The lady at HSBC 's call center in the XXXX said she was unable to revert the transaction. According to the attached receipt, I can cancel for a full refund within 30 minutes of payment. I contacted the Premier Customer Relationship Center within 5 minutes, as instructed in the Receipt. The transfer amount was {$50000.00} at an exchange rate of US {$1.00} = XXXX XXXX The market exchange rate that day was US {$1.00} = XXXX XXXX If I had used some other non-HSBC services, such as XXXX, I would have gotten the market exchange rate and paid US {$360.00} in total fees - a much better deal than with HSBC! Thus, for US {$50000.00} I got XXXX XXXX with HSBC. To illustrate the real market exchange rate, with XXXX I would have gotten XXXX XXXX. Thats a difference of XXXX XXXX, or US {$880.00}, to show the abusive exchange rate HSBC USA charged me. To further corroborate my case, on XX/XX/2018, I used TransferWise to send USDXXXX to my HSBC XXXX XXXX account. XXXX entered into my account in XXXX XXXX on XX/XX/XXXX. Thats an effective exchange rate, with all fees included, of XXXX XXXX per USD. Compare that with HSBCs exchange rate of XXXX XXXX. Its a clear evidence of the abusive exchange rate HSBCs " Global Transfer '' has charged me. When I opened my account at HSBC USA I was told that " Global Transfer '' had no fees. In fact hefty fees are hidden in the abusive exchange rate. The XXXX XXXX XXXX trades in relation to the US Dollar in a very narrow band. Thus, there is very little fluctuation in XXXXhe exchange rate, within the day, within the week, within the month, and within the year. It's a very stable currency. To further add insult to injury, theres one more important piece of information to add to my case showing the unfair and abusive exchange rate use by HSBC USA. Using HSBC XXXX XXXX internet banking, for exchanging USD XXXX I get XXXX XXXX ( attached screenshot, as evidence ). An effective exchange rate of HKD XXXX per USD. With HSBC USA I got only XXXX XXXX for my USD XXXX. Thats a difference of HKD XXXX, or USD XXXX, that HSBC USA overcharged me in comparison to HSBC XXXX XXXX. Why is HSBC USA abusing its ' customers in the United States? Why doesn't HSBC USA use the same exchange rate used by HSBC XXXX XXXX? In summary, all Im seeking is for a fair market exchange rate. The exchange rate charged by the " Global Transfer '' was not fair by any reference, and in fact abusive. I feel I have been stolen. Hidden fees in a unfair exchange rate is definitely not the way to create trust in the banking system. " Global Transfer '' without any fees is a lie - huge fees are in fact hidden in the abusive exchange rate. You can cancel for a full refund within 30 minutes of payments '' is another lie.
Company Response: Closed with explanation

Timely Response

2018-04-23

Shenandoah, TX

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 non-monetary relief

Timely Response

2018-04-23

Staten Island, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-04-23

Auburn, NJ

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Complaint: XXXX XXXX XXXX XXXXXXXX ( XXXX ) is in violation of : Using any false, deceptive, or misleading representation or means in connection with the collection of any debt, in violation of Section 807 of the FDCPA, 15 U.S.C. 1692e, including but not limited to : ( 1 ) falsely representing the character, amount, or legal status of a debt, or any services rendered or compensation which may be lawfully received by a debt collector for collection of a debt, in violation of Sections 807 ( 2 ) ( A ) and ( B ) of the FDCPA,15 U.S.C. I692e ( 2 ) ( A ) and ( B ). On XX/XX/XXXX, I received a Notice of Default - Right to Cure notice from XXXX in the amount of {$10000.00} for account # XXXX. On XX/XX/XXXX, I received a notice from XXXX stating that they would be force placing hazard insurance on my deceased parent 's home. Specifically they state, " Because hazard insurance is required on your property, we plan to buy insurance for your property. '' In addition, on XX/XX/XXXX they ordered ( order # XXXX ) and conducted a Broker Price Opinion ( BPO ) on my deceased parent 's home without conducting due diligence or authorization. I have repeatedly told XXXX the security interest they are allegedly servicing, and is legally described in the note and mortgage is not my deceased parent 's home. My deceased parent 's home, per tax records ( attached ) and Deed, is located at Rt. XXXX XXXX XXXX, XXXX, New York. The property 's legal description is codified in Deed XXXX XXXX, dated XXXX in the XXXX XXXX XXXX XXXX. XXXX is erroneously attempting to foreclose on this property. The property legally described in the note and mortgage is codified in Deed XXXX, dated XXXX and is associated with recorded mortgages : XXXX, XXXX and XXXX, all of which are recorded in the XXXX XXXX Land Records. See attached property map. XXXX refuses to acknowledge the truth and continues to pursue collection on the wrong property. They repeatedly state that they are servicing the account per the note and mortgage. They are not. I have provided proof that they are in fact incorrect.
Company Response: Closed with explanation

Timely Response

2018-04-23

Sacramento, CA

Incorrect information on your report

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

Information belongs to someone else
Complaint: I have tried to tell each credit bureau that my collections accounts are identity theft and fraud it has caused me alot of issues getting credit and nothing has been updated. I feel like i have been treated differently due to that incorrect information because the incorrect information that keeps being reported. I have filed claim with attorney general and fair act reporting agency.
Company Response: Closed with explanation

Timely Response

2018-04-23

Bronx, NY

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2018-04-23

Brookings, SD

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: My problem is multi-faceted. I have two existing credit cards. HSBC and XXXX XXXX XXXX. On XX/XX/XXXX or XX/XX/XXXX I initiated a balance transfer with HSBC to pay off {$5100.00} on my XXXX card. I initiated this on-line. I thought I had a valid 0 % interest offer. I called after I did this to inquire how long it would take and at that point I found out the offer had expired. I asked to cancel and was told I had called/requested to cancel within the cancellation window and it would not go through. It went through. HSBC told me I was responsible for working with XXXX to have the money returned. I feel that is really was not my responsibility, but I tried. I am now at the point where XXXX returned {$5000.00}, NOT the full {$5100.00}. I was told this is because I had a payment due and I would have been late on the payment. At no point was I talked with about this, if I had been I would have made the payment ( the difference between the two amounts. ) At this point, the check is in the mail to HSBC for {$5000.00}. My stance is this ... XXXX should have returned the full amount to HSBC because the money is not mine and it is not XXXX 's, it is HSBC 's. I look at it as XXXX making an unauthorized charge to my HSBC account ... illegal, in my mind. I have been told contradictory things from XXXX throughout this process and at this point, depending on who I spoke with, they have issued up to 3 checks at this point ... one to HSBC which they say I asked to have cancelled. One that I was told was being sent to me ( it was already in the mail ) which I DID request to be cancelled ( after two weeks, I still have not received that check ). And now this latest. At one point XXXX told me NOT to make payments until this was resolved. More recently I was told by XXXX to make payments to BOTH until things got settled. I have more examples. The resolution : XXXX returns ALL {$5100.00} to HSBC and HSBC removes all finance and transfer fees as I otherwise have a {$0.00} balance on the HSBC card. As of yesterday, I made a {$2000.00} payment to XXXX on the balance with them, which should be {$5100.00}. I also feel this should be referred to regulatory agencies, especially because of the XXXX actions.
Company Response: Closed with monetary relief

Timely Response

2018-04-22

Grosse Ile, MI

Improper use of your report

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

Received unsolicited financial product or insurance offers after opting out
Complaint: Bank opened an account without my authorization. Did a hard inquiry into my report, which reduced my credit score a few weeks I had to apply for student loans. I never requested the credit card or to open the account.
Company Response: Closed with explanation

Timely Response

2018-04-22

Lk Buena Vis, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: in XX/XX/XXXX I lost my home with HSBC. I tried since XX/XX/XXXX to do a loan modification with them directly. they made me send in papers and fax over statements. in the end they didn't approve or help me at all. I had to lose my home to short sale at XXXX XXXX XXXX XXXX XXXX fl XXXX. I heard about the HSBC mortgage settlement. I called the number but they can not help me. I already moved to a new home XXXX fl XXXX. I need to know if I am eligible to receive a settlement from HSBC? thank you.
Company Response: Closed with explanation

Timely Response

2018-04-20

Blades, DE

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-20

Agra, OK

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: >On XX/XX/XXXX, I received a mortgage from Beneficial HFC for a term of 15 years. On XX/XX/XXXX my husband and I received another mortgage from same company term of 5 years. The XX/XX/XXXX mortgage has been paid off. A few years after my husband passed away I started having problems making my payments at which time several problems arose. I did get help after a lot of confusion between me and them by them deferring my mortgage interest and restarting my payments. I had problems after that with different things they would charge me for and not being able to explain what the charges were for but I had to pay. Time after time they would charge me for homeowners insurance when I already had insurance. It was a nightmare. My payment amounts were changing, interest rates changed, principal balance was much higher than it should have been. Finally in hopes to stop confusion I agreed to a loan modification. The loan modification was dated XX/XX/XXXX. My hopes were shattered. I still had trouble with them applying my payments correctly and had my escrow balance wrong. Escrows for taxes and insurance started with modification. Six months after the loan modification my mortgage started being serviced by XXXX XXXX XXXX. In XX/XX/XXXX the mortgage servicer changed again to XXXX XXXX XXXX. Starting with the first Payment to XXXX they sent a statement showing I was a month past due. I was not past due and have tried several times to show them where the problem occurred but they ignore it. They have shown me past due several different months. I have proof of all payment since modification. Every month since the loan modification I have gotten in addition to my statement letters with subjects of Servicemembers Civil Relief Act, Home ownership counseling, and Loss litigation hardship assistance, and Notice of intent to foreclose. I wasn't behind on my payments. When I gathered information from the statements etc I had from mortgage companies, I found several XXXX with loan numbers I wasn't familiar with and could find nothing on I requested that they identify the loan numbers that were on them. They ignored request. I had thought maybe some payments were posted wrong. I have had different loan numbers I didn't understand associated with the XX/XX/XXXX mortgage. I mailed by certified mail a letter explaining my concerns and wants plus 15 different documents to all three mortgage companies showing problems and proof of my payments. Much to my disappointment nothing changed. I need help. I am a widow on social security and I need peace of mind I can finish help paying off my mortgage without having to pay much more than I should have to pay. I need a solution to this problem. I have lived every month with excessive XXXX and XXXX because a mortgage company refuses to correctly reconcile this problem. My effort to reconcile problem wasn't accomplished. No
Company Response: Closed with explanation

Timely Response

2018-04-20

NY

Trouble during payment process

Mortgage: VA mortgage

Complaint: My husband and I took out a VA loan through HSBC in XX/XX/XXXX. In our opinion they are the least helpful, underhanded, and most intimidating company we have ever dealt with. I will not go into the debacle of a loan modification they offered to us in XX/XX/XXXX when my husband was suddenly laid off and we nearly lost our home. What I am complaining about is a ' late fee payment ' they are assessing me. I have called customer service numerous times to try to find out why I was being charged the fee. Experience with HSBC has taught me to take notes whenever I call them, including date/time/name of agent/and what was discussed. Three times I was told that my complaint has been reviewed and the charge removed. It has not been. I have now recently received a 'form letter ' from HSBC that only advises me of what their late payment fees are and why they collect them. Well, I need to know WHICH payment they claim is late do that I can get my bank statement and other necessary documents to prove my claim. The amount is {$19.00} but I refuse to pay it unless they can provide me this information. It is important because it is their common practice to not provide correct timely information, 'back date ' correspondence, and force me to make numerous calls explaining my situation over and over again to different customer service representatives who either tell me the issue is resolved or they have submitted a ticket for review. This bank is unprofessional and the left hand doesn't know what the right hand is doing. I would appreciate your help in this matter. I am currently looking into refinancing with my hometown bank. Run far away from HSBC.
Company Response: Closed with explanation

Timely Response