HSBC NORTH AMERICA HOLDINGS INC

2019-08-26

Nappanee, IN

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-08-26

Laguna Beach, CA

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2019-08-26

Confusing or missing disclosures

Money transfer, virtual currency, or money service: Debt settlement

Company Response: Closed with explanation

Timely Response

2019-08-25

Newark, NJ

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: I dont know who this company/debt collector is. I've never signed a contract with neither one of them!
Company Response: Closed with explanation

Timely Response

2019-08-25

Federal Way, WA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I received a mailer with a unique code to apply for a HSBC checking account in XX/XX/2019, with an offer for {$350.00} bonus if bringing in {$10000.00} new money in the bank account. I immediately transfer the money in and wait almost 6 months ( since the promotion said bonus will be posted 6-8 weeks after 90 days ). After 5 months I contacted customer service to see what's happening and they said they will open a case to see why it's not posted. Noone contacts me and 1-2 weeks later I called them again, they said my account is disqualified because of 2 reasons. The 1st reason is i have had a relationship with them before in the last 3 years ( and when I asked them what relationship, they couldnt identify or tell me anything about it ). There is no location near me so I couldnt have had one with them, and they couldnt find it in their system to give me more info. The 2nd reason is that they didnt find an offer attached to my account when it was opened. This is ridiculous since it has a unique code send to me, and when I clicked apply, the offer was successfully applied. I feel like HSBC is de-frauding me and not giving me the bonus as advertised, and the reasons they give me for denying me the bonus is bogus and there is noway I can prove anything or disprove anything with them.
Company Response: Closed with explanation

Timely Response

2019-08-25

Winton, 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 used my HSBC credit card to purchase airline tickets. I had contacted the merchant initially when I was billed twice on my credit card for an airline reservation booking. The merchant stated that i would be granted a refund within 45 days. I waited nearly 60 days and never received a credit. I contacted HSBC Credit card and they advised me that they would put it in dispute. They erroneously cancelled the wrong reservation and left me and my young family stranded in a foreign country. Fortunately, I was able to get us home by repurchasing the tickets, albeit, at 3 times the price. I contacted HSBC to rectify the matter. All the chaos and fiasco aside i would be willing to pay for the original tickets as purchased but HSBC argues that I should be held responsible and forced to pay for the tickets which had to be purchased due to their improper procedures in handling of the chargeback. I have tried multiple times to contact HSBC. I have provided evidence and even have letters from them in which they show conflicting evidence of which transaction they were charging back. The last supervisor who i spoke to gave me the following advice the next time i have an issue : He stated that the next time i have a problem, and am able to get a hold of the merchant that i should NOT involve the credit card company. I was appalled and shocked as this is normally one of the benefits to using a credit card. I told him the same and advised that i wanted to speak to another supervisor. I was told one would be in contact with me within 24-48 hours. It has now been over 1 week.
Company Response: Closed with explanation

Timely Response

2019-08-24

Brookside, 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: I was solicited by HSBC Bank for its credit card from XXXX to XXXX XXXX. Each time they offer XXXX rewards after spending XXXX in the first 3 months. I applied one in XXXX and got a HSBC MasterCard before XXXX XXXX. I spent more than XXXX on it in the first 3 months. When I asked HSBC for my rewards in XXXX XXXX, I was told to wait for a few weeks. Same thing happened when I asked again in May. Then I told them in XXXX XXXX that it's more than a few weeks, the HSBC rep told me that I needed to spend XXXX XXXXn order to get the XXXX rewards. I said their offer only asked for spending XXXX. The rep insisted it was XXXX and I was disqualified. HSBC moved the goal pole from their soliciting offer (from XXXX to XXXX). This is a clear case of bait-and-switch.
Company Response: Closed with explanation

Timely Response

2019-08-24

PA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I have a joint HSBC checking account with my daughter, who lives out of the country. On XX/XX/2019 her wallet was stolen from her ( cross body ) purse on a bus in XXXX. She immediately told me and I helped her contact all the entities that might be impacted. Included in the wallet was an ATM debit card from the HSBC account which she had never used. There was a note on the card with the PIN, which I had given her ( and told her to take off! ). There were no translators available by the time she tried to go the same night, so the next day, XX/XX/2019, she went to a local police station and made a theft report. She included the HSBC ATM card in the report listing what was in the wallet that was stolen. Meanwhile the card was used 5 times in XXXX at ATM ( s? ) for withdrawals adding up to {$1000.00}. I contacted HSBC on her behalf on XX/XX/2019 to contest those withdrawals as unauthorized. A few days later, dated XX/XX/2019, she received a Fraud Claim Form to complete. I filled it out for her, but it required a signature, so I called HSBC who said I could sign it for her. I did so, sent it back and attached the police report. A day later, but dated XX/XX/2019, we received a letter that the case had been closed and the transactions were found to be authorized! I then called again, requested the documentation as the letter stated would be provided, asked that the case be reopened in light of the police report, which apparently hadn't been received when it was closed. Then followed weeks and months of calls and emails during which I was promised many things, including a provisional credit of the {$1000.00}. I contacted the Assistant VP who had originally opened my account, XXXX XXXX, via phone ( XXXX ) and email ( XXXX ) on numerous occasions to ask his help. I called the Fraud department ( XXXX ) numerous times and each time was told it was being investigated, but no, I couldn't speak to the investigator, etc. I did some research of my own on the CFPB website, and brought to XXXX 's attention Comment 6 ( b ) -2 of Regulation E which specifically addressed writing the PIN on a piece of paper kept with a debit card, and that it does NOT impose greater liability than is permissible under Regulation E. I asked XXXX to forward this to the investigator and Legal Dept and was told he did so. After I was finally promised the provisional credit by XX/XX/XXXX, by a supposed supervisor who gave his name as XXXX XXXX ( XXXX ). I sent a very detailed email to XXXX outlining what I had been told, what I had said and what I was requesting he do. That was sent on XX/XX/2019. I have to this date, XX/XX/2019, never heard from XXXX again. Having gotten no response from XXXX, I contacted the Vice President and Senior Branch Manager, XXXX XXXX, XXXX We had a conversation in late XXXX, XXXX XXXX ) and I forwarded to him all the numerous emails I had sent to XXXX XXXX ( XXXX ) He was much better about keeping me informed. Ultimately I received a voicemail from XXXX on Friday, XX/XX/XXXX asking me to call him back. When I did so within 30 minutes, he told me he " regretfully '' had to tell me that the case had been denied again, but that he was authorized to " split the difference '', and offer me {$500.00}. He said he had " taken it to senior leadership '' and they were in agreement that HSBC was not responsible due to " negligence in having the PIN with the card ''. I was, of course, furious. I asked if he had spoken with the Legal Department and what their answer was to the law I had cited. He said they had. I asked for the documentation supporting their decision, which I had still never received about the first letter. I made it clear I wanted specific legal authority, including citations, and the facts supporting the decision. I told him that they were making a discretionary decision that was NOT supported by the law. I also asked for the name of a higher level person to whom to appeal. Meanwhile I told him I would think about his offer. He sent me an email on XX/XX/XXXX stating that he had spoken to the " fraud and client escalation teams and a letter is being drafted to you explaining the reason for the denied fraud claim ''. About a week later I received a letter dated XX/XX/2019 with the EXACT same wording as the first letter, with the name of XXXX XXXX ( it was not signed ). There was no explanation of the declination, no supporting documentation or law cited. There was NOTHING supporting the denial of the fraud claim. Again it said we could contact the sender, at the same number as the first letter. I have all the emails I sent, and sent to me. I have the XXXX Police Report, a copy of the Fraud Claim Report I submitted, as well as the two letters denying the claim. I also have names and dates and times of all the many calls I made. I am happy to provide any and all information needed.
Company Response: Closed with explanation

Timely Response

2019-08-23

Azwell, WA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: Hsbc bank is trying to collect funds I do not owe them, in XX/XX/2018 I had a balance of {$3800.00}, I went online to make payment in full, I noticed that I set up the payment for XX/XX/XXXX which was my due date, that was a mistake as I wanted payment for XX/XX/XXXX, I went and looked at transaction history and the previous payment didnt show, so I went and made the payment for XX/XX/XXXX, this payment cleared my bank on XX/XX/XXXX, my account then had a XXXX balance, then I found on XX/XX/XXXX Hbsc sent an ach to my bank for {$3800.00} when I had a XXXX balance, this was rejected by my bank for insufficient funds, I called HBSC about this and spent near an hour on the phone because now my credit card showed a credit balance of - {$3800.00}, when I called they said well we can send you a check for the credit amount, I told them no do not do that because you never got that money from my bank, she said well it shows up here, I said youre not going to get the money, they said then call back after that showed on my account, I waited then I received a check for {$3800.00} in the mail, I called them again and told them what had happened and that they had then charged me a {$25.00} returned check fee and sent me a check, after another almost hour on phone this was supposed to all cleared up and they reversed the {$25.00} returned check fee, I also told them to cancel the credit card, so I shredded the check they had sent, shredded the credit card, then on XX/XX/XXXX I received a statement from HSBC, I did not have my log in so I ignored it, mind you I have not received a statement since XX/XX/XXXX, XXXX I started getting unknown XXXX calls and found out it was Hsbc, I called back and they said they were attempting to collect a debt and I owed them {$3800.00}, I told them this was supposed to be cleared and I shredded the check they sent and advised as to what happened, now they refuse to clear my account and the girl said they may have to send me another check and I would need to cash it and pay them again, I am in fear they send another check then they will say I owe them over 7000, I told them you are a bank, can you not see I never cashed the check and they should just put a stop pay on it and this would be cleared up, I dont know what more I can do
Company Response: Closed with explanation

Timely Response

2019-08-23

Phoenix, AZ

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Complaint: Received a call today to my personal cell phone for a credit card that they claim my husband XXXX took out. The representative that called me from XXXX Legal Proceedings states that they were in the process of filing a civil lawsuit against my husband within 48 hours. I asked what the proceeds were for and they advised that due to Third Party disclosure, they were unable to tell me what the debt was for. I told them that they had already disclosed that they were in the process of court proceedings which is disclosing information to an unidentified third party. I then told the lady that I was XXXX 's wife and she then proceeded to tell me she was filing a lawsuit for a XXXX credit card that was last paid on XX/XX/2013. I told her that if her information was true, them we are far past the statue of limitations to file any sort of judgment. She told me that they are going to file the judgment in 48 hours and she disconnected the call.
Company Response: Closed with explanation

Timely Response

2019-08-23

Eliz City, NC

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

2019-08-23

Palos Verdes Estates, CA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-08-23

Hilliard, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-23

Gloucester City, NJ

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Contacted you after you asked them to stop
Complaint: i have received numerous calls even after I have asked XXXX XXXX at XXXX to stop calling. They robo call me on my cell phone as well as my office. The people that I speak to are belligerent and threaten to have me served at work and continue to hang up on when I ask for proof of this debt. This debt has been paid since 2011.
Company Response: Closed with explanation

Timely Response

2019-08-23

Sarasota, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-22

Hillside, NJ

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-08-22

San Jose, CA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-08-22

Nyc, NY

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

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

Their investigation did not fix an error on your report
Complaint: I sent a certified USPS mail of my complaint to XXXX Credit Bureau on XX/XX/2019. I requested proof of validation of debt documents to be submitted to me by both HSBC and XXXX XXXX XXXX.The letter is attached, indicating all the required information that was requested, and that required a response. Upon completion of their investigation, I did not receive any of the documents requested, but yet XXXX updated my credit report without deleting both accounts, for failing to respond to my request.
Company Response: Closed with explanation

Timely Response

2019-08-21

Chicago, IL

Opening an account

Checking or savings account: Checking account

Confusing or missing disclosures
Complaint: HSBC has a webpage advertising their premier checking account at https://www.us.hsbc.comXXXXXXXXIt advertises in large text at the top "No Fees" with no qualifiers.However, buried in the fine print is a $XXXX/month "monthly maintenance fee" and a $XXXX "legal papers" fee.See Page 3 of the advertisement (attached PDF) for the "No Fees" text, and the separate T&C (also attached) for the other fees.
Company Response: Closed with explanation

Timely Response

2019-08-21

Lb, CA

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Complaint: On XX/XX/2019 I received a message to call a certain number about a court summons to collect a debt. I called and got transferred to XXXX. He stated that they have been sending me the summons through the mail and as to why I haven't responded. I stated that I have not received anything. I asked him to tell what the documents said and resend them. He said he couldn't send them again. He told me the amount that was owed and he can try to give me a payment plan. I didn't have my account information so I would call tomorrow. I called again on XX/XX/2019. Spoke with XXXX again and I told him I wanted more information on the debt and the original creditor. I asked him if he was a lawyer/ law firm or if they were a collection agency. He said he was a paralegal. Last night I went home and looked up the FTC. SO I told him that. That's when he got very stand offish with me. He said he was under the impression that I wanted to do the payment plan. I told him I just want more information on the original creditor. He raised his voice and said well now our office is hesitant to do business with you since it sounds like you are hesitant to do business with us. We will continue the legal proceedings so good luck with that. He then just hung up on me. I called back and I got transferred to him but he did not pick up and sent me straight to voicemail.
Company Response: Closed with explanation

Timely Response

2019-08-21

Jamaica, NY

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-08-20

Pensacola, FL

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

2019-08-20

Briarwood, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-08-20

Darnestown, MD

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2019-08-20

San Gabriel, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: On XX/XX/XXXX, I applied online to open a HSBC Advance Checking account and also made a deposit of $XXXX. The account was opened to satisfy HSBC’s new checking bonus of $XXXX. The terms and conditions included:Open new HSBC Advance checking account by XX/XX/XXXX.Deposit a minimum of qualifying balance of $10,000 or more in new money in combined checking and savings accounts within 30 calendar days of account opening.Maintain at least the minimum qualifying balance for 90 days from the date you deposited the minimum qualifying balance.Supposedly I was to receive the $XXXX bonus 6 to 8 weeks after the completion of the 90 days period. Technically, by XX/XX/XXXX, I had satisfied all the requirements. Two months had passed and by middle of XX/XX/XXXX, I still had not received the bonus. I contacted the bank via live chat to inquire the status of the bonus. A customer service representative (CSR) indicated that the bank would start the investigation. Since then, on numerous occasions, I have contacted the bank either via live chat or telephone calls to inquire status of the investigation (case# XXXX). In XX/XX/XXXX, I was able to speak with a supervisor level CSR by the name of XXXX. He ensured that the issue had been escalated and the bank would send me an update in the next 2-3 days. It did not happen. So I tried to contact them via live chat was able to get through XXXX, on XX/XX/XXXX. He again promised me that he would send me an update in 2-3 days. On XX/XX/XXXX (not 2-3 days promised), I finally received a response from the bank indicating that the investigation is still on-going and a response will be sent to me in 2-3 days. It is now XX/XX/XXXX, and I still have not received a response. I’m very tired of HSBC’s false promises and delayed responses. After more than 8 months of the money being deposited into HSBC’s checking account, and 5 frustrating months after meeting all the requirements, I still have not received the bonus of $XXXX.
Company Response: Closed with explanation

Timely Response