HSBC NORTH AMERICA HOLDINGS INC

2019-09-06

WA

Other features, terms, or problems

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

Problem with customer service
Complaint: On XX/XX/2019 I was approved online for a credit card with HSBC Bank. On XX/XX/2019 I received two letters from HSBC. One without a date containing my new credit card with activate instructions. The other a dated letter from HSBC Bank USA, N.A., Fraud Prevention notifying me that they have have tried multiple times to reach me by telephone unsuccessful. A security block has been place on the account in question. When calling, please provide the reference number provided above. When I call any number provided by HSBC Bank it is almost always multiple hours of hours of holding on with my last call to fraud prevention department XX/XX/2019 took a fraud prevention specialist 5 hours to answer my call. Upon speaking with this representative I was informed that I would be receiving an email with instructions and to follow those instructions and submit the necessary documents in order to remove the temporary security block on my account. I submitted the necessary documents on XX/XX/2019 XXXX & again on XX/XX/2019 XXXX after discovering my account continues to be blocked by a security situation initiated by the HSBC security center without me making any complaint of fraud on my account to HSBC. XX/XX/2019 at XXXX a message is left at my contact number that I need to call them back again. Every communication ( Chat, phone, email ) I have had with HSBC results in representatives being liars providing false contact phone numbers and instructions on how to remove the security block without processing the documents submitted. I have recorded video/audio evidence all of my communications with HSBC and would love for somebody to examine it. Their is no excuse for any bank to create a high call volume by placing security blocks on newly opened accounts when most of the same information was submitted during the online application process that HSBC approved then denies to provide any service except not using my HSBC account by any means available to keep me uninformed. Do not open any account with HSBC as it's nothing but a never ending head ache with apparently one goal. Eating the client!
Company Response: Closed with explanation

Timely Response

2019-09-06

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2019-09-06

Millville, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Greetings, I am filing a complaint in regards to a faulty personal checking account suspension by HSBC, USA. On Friday, XX/XX/XXXX, my personal checking account was wrongfully suspended by HSBC for suspicious activity, preventing me from accessing funds or viewing my bank statements. As of Friday, XX/XX/XXXX, I have been unable access my personal funds or contact any member of HSBC 's account security department about unfreezing my account. I have reached out to HSBC 's costumer service multiple times over the phone ( often waiting on hold for multiple hours ), e-mail, and social media, but they have all been ineffective in putting me in contact with the correct department to resolve my issue. In all of my correspondence with HSBC costumer service, the bank has been hesitant to respond in writing via e-mail, Instead, opting to call over the phone, while offering no solution. I have likely identified what was the cause of the " suspicion '' -- a mobile check deposit that I have confirmed has cleared both banks -- but I am still unable to resolve my issue. This account freeze has forced me to move funds from investments to another checking account and may effect reimbursement for government travel. I have attached my e-mail correspondence with HSBC and will be happy to provide more details. My issue is very similar to the one described in the article linked below. https : XXXX? XXXX & XXXX & XXXX Thank you! XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-09-06

Brooklyn, NY

Problem when making payments

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

Complaint: HSBC was not allowing me to pay my loan over the phone. I tried several times but it failed. The automated system was telling me that my payment was submitted successfully but then he payment never should up and I was keeping on being charged interest for a full month extra. I tried over 5 times to make payments in that month but everything was failing. I was away on vacation so it was impossible for me to go into a branch and make a payment. After I filed a complaint requesting a refund for the interest charged as a result of the HSBC bank error I received the attached letter as a response. This was investigated by an HSBC Customer Relations Manager XXXX XXXX. The response is full of lies and inaccuracies. I have the following issues 1 ) HSBC is claiming that the payments were not successful due to missing information. I have a letter from HSBC confirming that the reason the payment did not go through was due to the fact that phone payments are not an option. And my payment needs to be submitted in branch. So it was NOT due to missing information ( see letter attached ). 2 ) The payment on XX/XX/XXXX was also not successful. I ended up making a payment in branch on XX/XX/19 for the amount of {$35000.00} ( See attached check ).
Company Response: Closed with explanation

Timely Response

2019-09-05

Brook Park, OH

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: Collector states they have to contact me about a non existant court appearance. Say the are collecting for HSBC card services. Debt was already paid to another creditor in XXXX. Even after talking to them they are harassing family and friends.
Company Response: Closed with explanation

Timely Response

2019-09-04

FL

Opening an account

Checking or savings account: Savings account

Confusing or missing disclosures
Complaint: I opened an account with HSBC direct savings on or around XX/XX/2019. Application id # XXXX. I was told that additional verification was needed to determine my residential address. I was asked to submit a utility bill for verification of residential address. I submitted a copy of my electricity bill on XX/XX/2019 via email. When they got the bill they started making excuses that the bill was not right. Now they started questioning the balance on the bill but it was not anymore about showing " residential proof ''. I was told that because my bill had a balance that my application for a savings was being denied. I was surprised and confused at first. I did not know that because of my balance I could be denied and I was never told that a bill without a balance was needed. I mean who has utility bills pending and there is no balance or pending payment coming up? Is ridiculous. I am convinced that this bank HSBC found an excuse to deny my application without justification for the sole purpose of " DISCRIMINATION ''. I don't believe this bank and I think they are using racial profiling to discriminate about certain individuals based on race. I will provide a copy of my bill and there is nothing wrong with my utility bill except a balance coming up by the end of XXXX. After talking to XXXX over the phone on XX/XX/2019 at XXXX I was told that my application was being denied because there was a balance on my account and also a late payment fee on my bill. About 10 minutes later I got an email saying that my application was being denied because " they were not able to verify the address of the applicant ''. Just to cover themselves they sent this email explaining other reason for the denial. This whole process smells fishy to me and I don't trust this bank and I know they are not following proper rules but discriminating against XXXX applicants. Is just not a sufficient reason to deny my application because there was a balance. There is got to be a more serious reason and they don't have one to explain. In conclusion HSBC Direct Savings is a discriminatory branch against XXXX is my conclusion with no basis for denying my application. Is ok if they don't want my money but they have to have a valid reason and they don't have one. I have provided copies of correspondence on this complaint for evidence purpose.
Company Response: Closed with explanation

Timely Response

2019-09-04

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-09-03

Flushing, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-09-03

Hawthorne, CA

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2019-09-03

Liverpool, TX

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
Complaint: I do not recognize the following hard inquiries. Date Company Address XX/XX/2019 XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX, KS XXXX XX/XX/2019 HSBC BANK USA NA, XXXX XXXX XXXX XXXX, NEW YORK, NY XXXX
Company Response: Closed with explanation

Timely Response

2019-09-03

Mitchell Field, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-09-03

Burlingame, CA

Other features, terms, or problems

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

Other problem
Complaint: I sent the following letter to HSBC and now I am requesting CFPB further assistance : This letter is to request a Removal of my Negative Standing with HSBC for my credit card ending in XXXX, specifically the returned check status. HSBC negligently flagged my account with a returned check status without performing proper due diligence. In early XXXX, I was offered a promotion of a 0 % APR for 12 months. In order to take advantage of historically low interest rates, I made an attempt to exercise this offer by first paying off my current balance. A customer service representative notified me that my current balance was {$340.00} so I made the respective payment on XX/XX/2019. However, I quickly realized that this amount was incorrect & I immediately called my bank and cancelled this payment and re-issued the correct payment amount of {$380.00} ( see attachment ). I made this correction because I was misinformed by HSBC & as a result, my credit profile shouldnt be affected with a non-payment status. I was declined a credit limit increase due to the returned check status but I made significant amount of attempts to resolve this issue with HSBC. However, no one from customer service made efforts to research this mistake and flaw in the system and resolve this matter. Enclosures : 1. Copy of letter from HSBC denying me credit due to non-payment. I have sent a copy of this letter to the Consumer Financial Protection Bureau & have requested their assistance with this matter as I have exhausted all of my resources as a customer. I am requesting that HSBC remove the returned checks status from my account ending XXXX so that we can proceed with a credit limit increase as my XXXX score is significantly high. XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX
Company Response: Closed with explanation

Timely Response

2019-09-03

Lake Lincolnd, NY

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

2019-09-01

Rochdale, NY

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I received a promotion offer from HSBC that indicated that I could open a new HSBC Advance checking account and get a {$350.00} welcome deposit if : 1 ) opened the account by XX/XX/XXXX 2 ) deposited {$10000.00} and left the money in the account for 90 days. The welcome desposit was to be deposited 8 weeks after completing all activities. ( attached promotion terms ). I fulfilled all the requirements and I should have received my deposit by XX/XX/XXXX. However, HSBC is not honoring its offer claiming that " I did not use the correct link to open the account ''. However, I disagree with that assessment because I did open the account with the link provided. Furthermore, I checked with their chat and phone representatives at least 3 times after I opened the account and all of them assure me that I was on track to receive the bonus. Bottomline, I should have received the welcome bonus on XX/XX/XXXX and now if HSBC decides to honor their promise I would be lucky if I get the bonus by the end of XXXX ( because they said it would take 1 week to resolve the issue, which they keep stretching, and 5 weeks to get the bonus deposited ). This is 3 months more thant they requested my money to be locked. I really think this is completly unreasonable and reprehensive that they treat their customers this way. Giving them the round around between departments. I am attaching proof of these conversations to the best of my ability, since I did not recorded the phone conversations. 1. XX/XX/XXXX Chat transcript provided, where I was directed to call and ask about my account. I contacted a representative and he assured me my account was good. 2. XX/XX/XXXX emailed after phone conversation- yet again I was asking questions on when I was going to receive the welcome bonus online 3. XX/XX/XXXX Copy of chat transcript provided- in which I expressed concerned for not having received the welcome bonus on XX/XX/XXXX. The representative agrees and opens 1st investigation XXXX which is supposed to last 3-5 business days and I am supposed to receive a phone call or email. I never received any communications. 4.XX/XX/XXXX Copy of chat transcript provided. The HSBC representative tells me for the first time that I am not getting the bonus because I did not use the link provided. then he tells me he can help me re-open the investigation because I fulfilled all the requirements except using the link ( I disagreed with this conclusion ). He re-opens an investigation ( reference # XXXX ) and a complaint for this situation ( Ref : XXXX ). I was told the investigation would take 5-7 business days and I would receive a resolution then. Then I had to wait ANOTHER MONTH to get the welcome bonus. 5. XX/XX/XXXX Copy of the transcript provided. since I did not hear from them I contacted HSBC again, after 20 minutes waiting for a representative to figure things out. He tells me that he does not see any updates after my complaint and 2nd investigation/request. I spoke to a supervisor and she does not see any updates. Now I have to wait another 3 days ( after the holiday ) so that they can even get in touch with the marketing department and expedite the process. At this point I do not have any reason to believe they are working on my case because they have not done so in the last month.
Company Response: Closed with explanation

Timely Response

2019-08-31

CA

Incorrect information on your report

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

Account status incorrect
Complaint: HSBC XXXX XXXX CA branch - XXXX is my premiere banker. She set up bank accounts and credit card account. Credit card, upon being issued, was duped or used by another entity resulting in unknown charges. Also, the issue of the card was brought to XXXX 's attention immediately in XX/XX/2019 and she said she would take care of it ... call the cc division and have a new card issued. New card issued but they transferred balance to new card even though the point was balance was not generated by consumer. Also, this resulted in negative credit report ( late reporting ). You can not access the account number to pay the bill regardless. There is no account number on the bill anywhere. When you call them, after providing security info, they want you to go to the branch every time to pay the bill. They were asked to handle the problem on XX/XX/XXXX and the branch manager promised to be get involved. Than he left for holiday and never followed up on the issue 44 days later. So now hopefully CFPB can get my credit report cleared up and I can have a functioning credit card?
Company Response: Closed with explanation

Timely Response

2019-08-30

Gastonia, NC

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Complaint: HSBC Bank Nevada, N.A. is now on their third collection agency attempting to collect a debt that is not mine. I first received received a letter from XXXX XXXX XXXX XXXX in XXXX regarding this debt. I have no idea what this is. I responded in writing ( copy attached ) asking for the debt to be validated and received no response. I didn't hear anything more about it until I received a similar letter in XXXX from XXXX XXXX XXXX , XXXX. attempting to collect the same debt that was never validated. I sent them a letter too ( copy attached ) requesting validation of this debt with no response. Now I've received a third letter from XXXX XXXX XXXX ( attached ) about this same debt that these companies have now failed to validate twice. I am not asking them a third time. This is getting to the point of being harassment. Every time I ask them to validate this debt I receive no response. It feels like they just keep passing it from collection agency to collection agency and I'm tired of it. This is not my debt, I will not pay it, and I am not legally obligated to pay a debt that isn't mine, especially after they've ignored my written communications for over two years. I have also attached copies of the certified mail receipts as proof that I did in fact send these letters requesting validation of this debt.
Company Response: Closed with explanation

Timely Response

2019-08-30

Roxbury, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-29

NY

Getting the loan

Payday loan, title loan, or personal loan: Installment loan

Complaint: Applied for loan and was pre-approved for XXXX 12.99 APR 36mo loan. Was told that I just needed to submit bank statements and paystubs. Also asked for work phone number. Received phone call saying that they wanted phone number for HR. I explained that given the size of my company they will only do verification through a letter or theworknumber. They demanded a HR number which I had already explained they would not do verification over the phone to protect the privacy of employees. They insisted on the number which was supplied to HSBC. Subsequently they denied application after hard credit pull stating that employment could not be verified. This seems like discrimination given its not my fault my company is trying to protect my privacy and not advertise to anyone who calls that I work for the company. Additional they advertise the process as fast. This seems very manual to me. No other loan company has required anything beyond paystubs or a letter for employers to verify employment.
Company Response: Closed with explanation

Timely Response

2019-08-29

Dix Hills, NY

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2019-08-29

Hinsdale, IL

Getting a credit card

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

Application denied
Complaint: Hello, I applied for an HSBC credit card and received an email on XX/XX/2019 to call XXXX to verify my identity. When I called, they asked me for my cell phone for a text message verification code, I gave them the code, and was told I'd be receiving an email with a link to upload proof of my identity and a utility bill for residency. However, I did not get an email with the link. I then called them back and was told they were declining my application. Just 5 minutes prior, I was told they needed two documents. I was also told, the second time, that I would need to reapply. When I asked if they would pull my credit report again, the representative said no, but I don't know why they wouldn't run it a second time since it would be a new application. I was told that after they received proof of my identity that I would receive the credit card I applied for. However, on the second phone call, they told me they were declining my application and refused to let me send over proof of my identity and residency.
Company Response: Closed with explanation

Timely Response

2019-08-28

Nyc, NY

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2019-08-28

Rochdale, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: On Thursday XX/XX/2019 I had received 2 different letters dated on XX/XX/2019 from the HSBC Bank to inform me my checking account will be close on Friday XX/XX/2019. By exercising their right for rules for consumer Deposit Accounts. Second letter was my credit line account has been terminated ... I try many times call XXXX numbers to know the reason with details to defend myself of innocence of what triggered the company to close all my accounts. Only answer was I break the rules for consumer Deposit. I had 9 years of relationship with the Bank never had problem of late payment of my credits Line and never use the full potential of the credits few months ago they raised my credits line ... I never on 9 years overdraft my checking account, plus I had security checking account if was ... Only Deposit I have on this checking account are my direct deposit from my employers.
Company Response: Closed with explanation

Timely Response

2019-08-28

Lexington, NC

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I had opened and funded a new online choice checking account with HSBC in XX/XX/2019, following a link on their main page that qualified you to earn a bonus of {$200.00} if you used a link on their landing page and maintained a deposit of {$1500.00} or more for 3 consecutive months. The bonus amount was to be credited to my checking account within 8 weeks of the 3 month threshold. When I checked in late XXXX after I had satisfied the bank 's requirements fully, I didn't see the bonus amount credited. I chatted with their online chat rep and she confirmed after reviewing and researching my account details and history that I had met the requirements and should have received the bonus. She told me she's logging a ticket to get this issue resolved and I should see the bonus deposited in 5-7 business days. I again checked after 10 days and still didn't get my bonus amount. I called their call center in mid XXXX and the rep logged another ticket and told me we should have an answer in 3 days or less. I checked after 5 days and still no change. I called their call center again on XX/XX/XXXX and they advised me they don't know what has happened and the rep who opened the ticket will be the only person who can provide the status. After long wait, I got a call that I will not be getting the bonus because I didn't use the " right link '' from their landing page. I think this is a flimsy excuse with no backing facts to deny the bonus, when all this while over 6 months I wasn't made aware that I would not qualify. I feel like HSBC was not transparent, they cheated and defrauded me while holding on to my funds for over 6 months. I am sure, I am not the only consumer who is facing this situation, there might be 100s or even 1000s more who fell in this trip where HSBC can conveniently deny the bonus amount on flimsy grounds leaving consumers stranded while holding on the free capital in hundreds and thousands of dollars, i.e., free money. I have initiated withdrawal of all my funds and will be closing my account in the next 1-2 days. This amounts to a fraud in my opinion and HSBC should be investigated to see the depth of financial crimes in this case.
Company Response: Closed with explanation

Timely Response

2019-08-27

OH

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Complaint: Hello, Started receiving calls 2 days ago from a supposed law firm called XXXX XXXX XXXX. They are claiming to be a law firm threatening to serve me today over a debt from an account that hasn't been used since 2010. They are claiming I owe XXXX on a debt to HSBC bank and last activity on the account was 2010. Statute of limitations in NY is 6 years and I believe the same in Ohio. I'm almost a decade past that. Man on the phone essentially claimed officers were on the way to serve me if I didn't agree to pay them the full amount today. After doing some research is seems this company makes similar threats to others. I was sent an email from a XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX CA XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-08-26

Gloucester City, NJ

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: XXXX XXXX repeatedly calls me staring from XX/XX/XXXX. This paid was paid under a settlement amount and it was back in XXXX. The representative from this office, who says is a manager, is extremely rude and will not give me any information except to threaten me that I will not like what he will do if I choose not to pay this debt. He has repeatedly robotic called me at my job even though I have asked him not to and has even told me that he doesnt care if I pay this that he will continue to call me. I need to stop this harassment
Company Response: Closed with explanation

Timely Response