HSBC NORTH AMERICA HOLDINGS INC

2017-06-19

Harsens Is, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is the second complainant regarding Beneficial Mortgage Company, ( HSBC ). The first complainant involved unpaid taxes for XXXX and XXXX. Property insurance fee of {$4100.00} Notice from XXXX County Treasury for back taxes exceeding 4,200.00. and additional fees to my account by XXXX XXXX XXXX totaling over {$6500.00} Complainant # 2 involves my conversation with HSBC on XXXX XXXX, about an increase in interest fees starting after XXXX/XXXX/XXXX. I was told by XXXX XXXX that my interest fee would increase to 3.0 after XXXX/XXXX/XXXX. In 7 years the fee would increase to 4.0 and after 8 years the interest rate would increase to 4.4 percent. The statement from HSBC states my interest rate of 2.0000 % would remain the same through XXXX. I am enclosing a copy of my monthly statement from HSBC. The statement verifies the interest rate of 2.0 percent until the year XXXX.
Company Response: Closed with explanation

Timely Response

2017-06-19

Naples, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-06-19

Brooklyn, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-06-19

Laurence, KS

Managing an account

Checking or savings account: Other banking product or service

Cashing a check
Company Response: Closed with explanation

Timely Response

2017-06-17

Los Angeles, CA

Written notification about debt

Debt collection: Credit card debt

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

Timely Response

2017-06-16

Diamond Bar, CA

Closing an account

Checking or savings account: Savings account

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-06-16

San Antonio, TX

Written notification about debt

Debt collection: Credit card debt

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

Timely Response

2017-06-16

Baltimore, MD

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-06-15

CA

False statements or representation

Debt collection: Other debt

Impersonated attorney, law enforcement, or government official
Complaint: I was called by my cell and home phone about an hfc account that was charged off in XX/XX/XXXX. Statue of limitations ran out on XX/XX/XXXX. No payment agreement or payments of any kind by me have been made since XX/XX/XXXX. When I told this man this he began to threaten me and verbally say four letter words. And now they 're calling again on XX/XX/XXXX at XXXX XXXX?
Company Response: Closed with explanation

Timely Response

2017-06-15

Easton, PA

Problem with a credit reporting company's investigation into an existing problem

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with explanation

Timely Response

2017-06-15

Oceanside, NY

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2017-06-14

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-06-14

Parkrose, OR

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

2017-06-13

San Gabriel, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: HSBC advertised a {$350.00} bank bonus promotion for opening a checking account by XXXX XXXX, XXXX and pay at least two bills per months or having a direct deposit into the checking account. The account was opened on XXXX XXXX, XXXX and funded with the required amount of at least {$1500.00}.. Two bill payments were made for XXXX and due to a death the in family overseas, I was not logging into my account. Later, when I tried to log into my account, the account was not accessible and locked. On XXXX XXXX, XXXX, I spoke with XXXX who told me that as long as I make two more months of bills payments and then call HSBC, I would be able to receive the {$350.00} bonus and she would leave notes on my account for the next representative. On XXXX XXXX, XXXX, I contacted HSBC and found out that XXXX did not make any notations on my account regarding the promotion. Also, I notified HSBC that the two additional months of bill payments were completed in XXXX and XXXX and to request the {$350.00} incentive be credited to my account as soon as possible. It is very frustrating to speak with HSBC representatives in the Premier department who refuse to transfer the call to a supervisor upon request and who deny the promotion despite being in the other department.
Company Response: Closed with explanation

Timely Response

2017-06-12

Brkn Arw, OK

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Sued you without properly notifying you of lawsuit
Company Response: Closed with explanation

Timely Response

2017-06-11

Brooklyn, NY

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Complaint: HSBC has been a horrible lender and they have been the center of continual and repeated issues relating to how they treat their customers. I closed all my accounts with them and actually physically went to a branch to ensure all items closed and my home address provided. Instead, they allowed accounts to remain open so they could charge me overdraft and late fees. I think this is horrible way to treat a proactive consumer. <P/> The only open item is for an old credit card with high limit of {$1500.00} and Account # XXXX . I had been paying on-time and monthly via my former checking account. However, since the checking account is closed, they refuse to provide me a monthly invoice so that I can pay. On over six separate occasions, I have requested HSBC submit a monthly invoice so that I can pay down the old credit card but they refuse to send me a bill. In the interim, they continue to report negatively on my credit report.
Company Response: Closed with explanation

Timely Response

2017-06-09

Gloucester City, NJ

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: On XXXX XXXX ,2017, I received a call from a company that did not disclose their name who said that I owed money to a credit card company. They said that if I did not contact them to resolve it, it would affect employment, assets and/or bank accounts. This matter has been resolved through the legitimate company and HSBC Bank and is no longer owed. They told me when I called them that they will see me in court and said I better have proof of my payment. I am worried that they will continue to harass me for this bill. This is the second fraudulent company trying to collect on this bill. I think they are just passing my information around to different people and that worries me. The number they called me from is XXXX .
Company Response: Closed with explanation

Timely Response

2017-06-09

Gloucester City, NJ

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: On XXXX XXXX ,2017, I received a call from a company that did not disclose their name who said that I owed money to a credit card company. They said that if I did not contact them to resolve it, it would affect employment, assets and/or bank accounts. This matter has been resolved through the legitimate company and HSBC Bank and is no longer owed. They told me when I called them that they will see me in court and said I better have proof of my payment. I am worried that they will continue to harass me for this bill. This is the second fraudulent company trying to collect on this bill. I think they are just passing my information around to different people and that worries me. The number they called me from is XXXX .
Company Response: Closed with explanation

Timely Response

2017-06-09

Pensacola, FL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-06-08

Florham Park, NJ

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Company Response: Closed with explanation

Timely Response

2017-06-08

Amarillo, TX

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Company Response: Closed with explanation

Timely Response

2017-06-08

Hinsdale, IL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Dear CFPB, This is a complaint against HSBC Mortgage. Please allow me to provide some background. <P/>As you know, HSBC has been fined and sanctioned on numerous occasions for its fraudulent practices. As an example, there is a XX/XX/XXXX Consent Decree ( XXXX ) in which HSBC admitted, among other things, that : I- ( 2 ) - ( f ) it failed to sufficiently oversee outside counsel and other third-party providers ... I- ( 3 ) By reason of the conduct ..., the Bank engaged in unsafe or unsound banking practices HSBC was ordered to and HSBC accepted to : a- An Action Plan, for " effective mortgage servicing ... compliance, quality control, audit, training, staffing, and related functions .... '' b- " Develop and implement an adequate infrastructure to support existing and/or future Loss Mitigation ... and ensure compliance with the Order '' c- " Develop organizational structure, managerial resources, and staffing to support existing and/or future Loss Mitigation ... '' d- " Adequacy of staffing levels ... <P/>e- " Agree to deadlines to review loan modification documentation, make loan modification decisions, and provide responses to borrowers f- " To ensure compliance with all applicable federal and state laws ... including those with the Federal Housing Administration and those required by the Home Affordable Modification Program ( HAMP ) ... '' I am one of those that was harmed by HSBC and is continued to be harmed by HSBC as describe below. As I demonstrate below, HSBC continues to violate the terms of its agreements with the regulators, including the above Consent Decree Order and others still in force. Let me elaborate. <P/>( 1 ) I obtained a mortgage from HSBC in XX/XX/XXXX. Because of what I had read in the media about mortgages, I asked and HSBC assured me that the loan was a government-backed mortgage. Later, faced with an on-going hardship, I tried to use the HARP program but learned that despite HSBC assertions, the loan was a private loan hold presumably by HSBC itself, and was ineligible for HAMP. On numerous occasions I have asked HSBC to investigate this, compute and compensate me for the damages ( estimated to be about $ 100k ). HSBC has failed to comply with the enumerated terms of the Consent Decree ( XXXX ) above, and to address the switching of my loan type. I ask that HSBC investigate, respond, and make me whole without delays. <P/>( 2 ) Unable to use HAMP, I attempted to refinance but HSBC refused. I attempted loan modification but HSBC twice rejected it because of its XXXX processor mistakes! After months of foot dragging, HSBC admitted its mistakes, promised a loan modification, but failed to provide the information I requested. HSBC has failed to comply with the enumerated terms of the Consent Decree ( XXXX ) above. I am asking HSBC to provide me with the breakdown of the amounts it used to compute my income and expense to evaluate my eligibility for loan modification. <P/>( 3 ) I have requested HSBC to provide me with the general eligibility CRITERIA it uses for loan modifications ( the income / expense ratio range, loan to income rations, etc. ) HSBC so far has not responded. The servicer says the investor has that criteria, yet the investor is HSBC itself, and HSBC refuses to communicate with me hiding behind its incompetent servicer XXXX. These are just the kind of behavior HSBC agreed to curtail per the Consent Decree ( XXXX ) above. I am asking HSBC to inform me of the identity and contact information including phone and email for the real 'investor ' holding my Note, and also obtain and provide me the general eligibility CRITERIA used for loan modifications in general and mine in particular. <P/>( 4 ) HSBC has now admitted to its mistake in rejecting my application twice, and claims it has performed a corrected review resulting in a loan modification offer for me. HSBC wants me to complete a trial period and then receive a permanent loan modification offer the terms of which are undisclosed. I have in principle agreed and so advised the HSBC asking how can I agree to go through a trial period for a plan whose terms are hidden from me? I have asked but the HSBC Case Manager refuses to provide me with the relevant documents. Not providing this information is conducting business in bad faith contrary to the terms of the Consent Decree ( XXXX ) above. I am requesting that HSBC provide me without delay a copy of the agreements / documents I would have to sign for the permanent " loan modification offer. <P/>( 5 ) HSBC 's offer stipulates that I go through a three month trial period during which it will test my ability to pay the new monthly payment. YET, this new monthly payment is LOWER that what I have been paying for the past several years. This begs the question of what is the purpose of this trial period other than a delay tactic to inflict unwarranted anguish and harassment of the consumer. I ask HSBC to review and withdraw the irrelevant and unjustifiable trial period for my loan modification, and I request CFPB to review this and similar cases. <P/>( 5 ) HSBC has sent me a letter stating that the loan modification will severely affect one 's consumer credit rating specially if the consumer is current on loan payments and has good credit!!! In other words, HSBC threatens decent people with hardship that it will deliberately report derogatory information on them to the credit agencies to damage their credit. I ask that HSBC abandon this vengeful practice of damaging the credit of good customers seeking loan modification, and conduct business in good faith with customers in good standing who, unlike HSBC, have honored their commitments. <P/>In summary, I have listed what I need from HSBC. I have also provided CFPB with one among many examples proving that HSBC has not complied with the terms of its agreements with the regulators, that it continues to violate the law, and that there is credible cause for action against HSBC by CFPB consistent with its mandate as a taxpayer supported US government agency created to make sure that lenders treat you fairly ( CFPBs motto ).
Company Response: Closed with explanation

Timely Response

2017-06-08

Allenwood, NJ

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I opened an acc ount with HSBC, and was supposed to get a {$100.00} referral bonus, plus a {$250.00} bonus for having a combined {$ 35000.00} in checking and brokerage account. I spoke with a rep who helped set everything up and confirmed it was ok. However, I did not receive the aforementioned bonuses. Additionally, t hey changed the fee structure on top of all this. I therefore moved out the funds and incurred a {$95.00} fee. ( added to this, I was not reimbursed the {$50.00} fee for moving the funds in ).
Company Response: Closed with explanation

Timely Response

2017-06-07

Bronx, NY

Managing an account

Checking or savings account: Checking account

Cashing a check
Complaint: I sent a rent check to my landlord on XXXX XXXX , 2016 and in XXXX the landlord told me they never received the check ( # XXXX amount {$1300.00} ) so I immediately went t o HSBC ( XXXX XXXX , XXXX , NY XXXX ) and got a copy of the check, the check was fraudulently endorsed and cashed. I then filled out an Affidavit to start the investigation to be reimbursed. I went back to HSBC after a couple weeks and was told the check ( # XXXX ) h ad been cashed at a XXXX XXXX XXXX and they were waiting to get the funds from them. I have called and returned to the bank several times and I am still waiting on this investigation. I have not been reimbursed!!
Company Response: Closed with explanation

Timely Response

2017-06-07

Col, GA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: I have resolved a debt in full XXXX XXXX,2016 it was filed in the court of my county XXXX XXXX, 2016 however they will not remove this from my credit report. Over the last 30 days I explained to them that I care for XXXX XXXX children and I was trying to purchase a home for them and this is affecting me from getting a loan from the bank. I found out this was still on there after my landlord allowed the home we was in go into foreclosure and I tried to purchase that house. I was denied a loan so me and the kids literally we go sat out on the street and lost everything. XXXX XXXX XXXX XXXX have the information in their system and they also sent me a copy of the " Satisfaction of Judgment '' paper and told me to take that to the bank and that the bank would see that I paid it. I have call this company over and over and they will not take it off. Now yesterday I call again and the representative told me to forward him a copy of the same form that they sent me. I did as he asked but informed him that it 's their responsibility to update the credit report. This is so unfair because I had a debt and I paid it in full and they are not doing their part. I am asking the CFPB to help me in this matter. I will upload a copy of the satisfaction of judgment. Thank you in advance
Company Response: Closed with explanation

Timely Response