HSBC NORTH AMERICA HOLDINGS INC

2017-01-19

Gastonia, NC

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: On XX/XX/2016, HSBC Mortgage ( or their subsidiary, XXXX ) issued a check to their third party vendor, XXXX XXXX XXXX for the payment ( {$1500.00} ) of my property taxes. Eleven days later ( XX/XX/2016 ), I sold the property, and was required to pay the property taxes ( pro-rated ). The funds from this transaction ( the amount I paid at closing ) posted XX/XX/XXXX, and I began contacting HSBC shortly thereafter to begin requesting my refund. The XXXX County Tax Department confirmed they never received a payment from XXXX or HSBC. Despite weekly calls, escalation to supervisors, and countless promises to " expedite '' the handling of my request, I have yet to receive any funds. What 's worse, because of the heavily automated processing of refunds used by HSBC, although they can confirm they received a refund from XXXX on XX/XX/XXXX, they can not tell me ( a ) where the funds are now, ( b ) when I should expect to see them, or ( c ) the name of a human who can issue a check. My belief is my rights are being violated in much the same way as those who lost their homes during the Great Recession due to banks heavily automated processing of transactions, in that case, foreclosures. This is a substantial amount of money which is essentially being " held hostage '', with no release in sight. Being without this money owed to me has caused me to ( a ) miss out on investment opportunities, ( b ) spend countless hours on the phone with individuals from HSBC who claim to be " powerless '' to do anything. It is my contention that no refund process should take this long, and XXXX ( for having unreasonably long processing times to issue payments/refunds ) and HSBC are profiting from having my funds at their disposal. *Disclaimer : The servicing of my account was transferred to XXXX on XX/XX/2016. However, the aggrevating factor and salient point here is HSBC has failed to issue a refund to either me, or to XXXX as of this writing, so I do not feel XXXX is culpable int this matter.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-19

Laurel, NY

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-18

Carol City, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-18

Livingston, MT

Taking/threatening an illegal action

Debt collection: Credit card

Threatened to sue on too old debt
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-18

Bohemia, NY

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-18

NY

Settlement process and costs

Mortgage: Other mortgage

Complaint: I originated a loan with XXXX in XX/XX/XXXX. The loan was paid in XX/XX/XXXX with a HELOC that was also originated with XXXX. I have found out that the lien was never removed. I contacted PHH Mortgages ( XXXX XXXX XXXX ) on XX/XX/XXXX and was email my request along with a copy of the title search. I was told that XXXX the supervisor was going to " rush '' my request. I have not been able to contact XXXX XXXX and my request has not been rushed. I called today and was told that XXXX is not a supervisor. I was also told to resend the information. This is the information that XXXX confirmed she had received. This is holding up a XX/XX/XXXX closing.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-17

Hawley, CO

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-17

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In XX/XX/XXXX or XX/XX/XXXX of last year I called in to HSBC to set my account up on automatic payment. The representative stated that is something she could n't do over the phone and I would have to go onto the website to print and sign the form and mail it back in. She indicated that it would take some time to be entered into the system and she would " schedule '' payments for the months of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. XX/XX/XXXX arrived and since I had n't printed, signed, and mailed off the form I then mailed a check in, since I was told I was n't on automatic payment and I had n't submitted the form. However on XX/XX/XXXX, I check my bank statement and see that my account is in the negative. It 's negative XXXX HSBC took out XXXX payments for the month of XX/XX/XXXX. I called in and was directed to the account rep over my account, I left her a voicemail. I called in again and tried to speak with someone else, but the rep indicated the the person on my account was the only person that could help. I called in again and explain my case to another rep. since I have n't heard back from the person over my account. This rep. decided to help me, he indicated that he could see double payment on my account but I would still need to fax in proof of double payment and wait. He indicated that they would give me my money right back and the process should take XXXX days. I got off the phone with and and faxed over the requested documents. The representative of my account called me back and she stated she heard my voicemail and reviewed the notes from the previous rep and asked if I had any more questions. I asked what are the next steps. She said the team would review and determine whether they should approve or decline my case. She indicated in cases where it 's been the customers fault they would normally decline to return the money. I told her that 's not what the previous rep told me and I had no clue I was on ez pay. She indicated I could submit a letter to customer resolutions but there is nothing else she could do. So, I 've made my decisions based off false information given to me by representatives of HSBC, but yet I 'm responsible for the consequences? How fair is this? My account is overdrawn nearly {$1000.00} and I 'm suppose to be ok with this??
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-17

Harsens Is, MI

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: We have a second mortgage with Household Finance Corporation, HSBC Group. Not only do we have a high interest rate of 6.979 %, but we also found out that there is " deferred interest '' with a balance of {$8900.00}. We have been paying on this second mortgage for about 15 years maybe more, and I believe also our original second mortgage was about {$65000.00}. I have called HSBC on numerous occasions and can not seem to get a straight forward, logical or understandable explanation of this high added " deferred interest ''. They called this a " simple interest '' loan, but their explanation of it is anything but simple. Please help me to understand this because with this " deferred '' interest added on, our interest rate over the past 15 years on an annual basis I feel has been extremely high, especially when the {$8900.00} of the {$65000.00} originally borrowed is about 14 % in addition to the 6.979 % interest rate. We plan on refinancing our first, and adding this second mortgage to it, however, it does n't seem like we have paid off anything at all on the HSBC loan even though we have had it for so long and have paid them at least {$76000.00}. The statements they send us are quite vague as well. It includes no original mortgage amount, date or breakdown of the fees and " deferred '' interest and no one there can seem to explain it to me in consumer friendly terms. There is also a {$330.00} " Outstanding Fees and Charges '' that I have not been given an explanation or breakdown of as to when they occurred.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-16

MI

False statements or representation

Debt collection: Payday loan

Indicated committed crime not paying
Complaint: Recieved a telephone call ( voice mail ) stating that they have attempted to send a summons to our home regarding an upcoming court date. Failure to respond could result in a bench warrant ( I have the audio of the voice message saved ). On calling the number given XXXX They claim to be the XXXX and this is in reference to a debt from XX/XX/XXXX with XXXX ( XXXX ). They stated the account was charged off in XX/XX/XXXX and then further claim I made single payment in XX/XX/XXXX ( which i did not ) This is obvious reaging of a deb and an illegal attempt to collect.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-15

Staten Island, NY

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Back in XXXX XXXX we applied for a refinance of our existing mortgage an interest rate of 4.73 %. The loan officer told us that we could get a lower rate if we refinance with my husband only on the mortgage since he had a higher credit score.The rate would be 3.50 %. We agreed. An appraisal was done on our home shortly after. It came in at {$220000.00} over the amount owed on our mortgage. At that point, the bank had all of our information and requested documents. They then requested a copy of my husband 's license. At that point everything slowed down. Three weeks after the appraisal was completed, the bank informed us that we needed to install a handrail going down to the basement before we could move further on our closing. We complied. Granted, the bank did not have a problem with not having hand rails when we purchased this home in XXXX and even threw in a credit line, which we did not need to close our loan at the time. They quickly took our {$120000.00} down payment. This is the same bank our current mortgage is with! A week later the bank again requested that we put handrails on the other side of the stairs. They were not clear about this. I had previously requested a copy of the appraisal. We called them and were told one would be sent to us immediately. We installed the second railing and had to have the inspector come out for the second time to reinspect. We again made a second request for a copy of the appraisal and were told that the appraisal is sent our right before closing. We had to request an extension on our rate lock because we were not going to close in time. The rate of 3.50 % was extended to XXXX XXXX, XXXX. The bank is now requesting a statement regarding my XXXX. They want to know If I can withdraw money and what the taxes and penalties are. Why? What business is it of theirs. I am told it is a bank procedure. I complied with their request. We were also told on Friday, XXXX XXXX, that the closing cost would be about {$8000.00} because they are not able to transfer my escrow account to the new mortgage. This right before closing. We were also told that we had to show where our money for closing is coming from. This is ridiculous. Both our checking account and savings is with this bank. We were planning to close on the XXXX of XXXX, but underwriters have to look at the XXXX withdrawal terms before and give their approval. Now we have to pay our existing mortgage again at the current interest rate of 6.25 %. It gets paid directly from our account tomorrow, the XXXX, ironically. We feel the bank has been dragging their feet on our loan application and most of all we feel we are being discriminated against. We are requesting your help in resolving this matter, We will not give in to their unfair practices.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-14

Maynard, MA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-13

Barrett Parkway, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-13

Sm, KS

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2017-01-13

CA

Problems caused by my funds being low

Bank account or service: Other bank product/service

Complaint: I am a current HSBC client. I was recently was charged an overdraft on an overdraft account that was opened without my full knowledge and consent. They reported it to my credit report and lost 70 points from it. Here are the details : 1. I opened an HSBC bank account on XX/XX/2016. It was a very basic account where I have to pay 3 dollars every month for it. 2. The lady who opened the account for me told me to apply for a credit card because it had no international fees as I was travelling abroad. I told her that I am not sure I needed it because I already have XXXX. However she pressed and I agreed to apply. She brought me papers to sign for the credit card. 3. I received in about a week or two that my credit was not approved. 4. I then went into the branch and told her that I did not get approved. She said that it is okay that I can apply at another time. This was all in the months of XXXX. 5. XXXX in XXXX warned me about my credit score being low so I then went to check it with XXXX and XXXX. 6. XXXX and XXXX showed that I had a line of credit opened to my name. I did not recognize the transaction which I then filed a Fraud claim as I thought someone was using my identity. 7. I called HSBC to their fraud department and explained the situation. A man from the fraud department told me that I did open the account at that I owe XXXX dollars. I did n't know what he was talking about so he dispatched me to the HSBC branch in XXXX NY. 8. The HSBC branch in XXXX told me that I did sign for a credit line and for a credit card and that I made payments to the credit line on the phone XXXX for XXXX dollars. I had never received a call or a warning over this unauthorized payment nor had I seen a warning about it. The lady also said that the payment was made by phone which I never had a phone call. I requested to hear the phone payment conversation as they record everything. She said that she can not provide that and then I request for the credit line to be closed and she said that they will close the credit line. 9. After several attempts and being transferred to many departments for a month I tried to write them a letter but they refused to provide any email or any one person that can deal with my call. I spoke to one of their representatives in the online HSBC and they informed me there was already an investigation by a special department on it. I had not yet placed an investigation which I clarified and then questioned how will they investigate if they do not have the details. 10. On XX/XX/XXXX after 2 hours of waiting a person informed me that the initial payment for the overdraft was done automatically by the collection department and that there is nothing I can do for that. Apparently it is in the terms and condition which I was never aware of as I mislead and did not give my full consent. She told me that it went overdraft when I bought a plane ticket which then told them that it should 've been declined and I could 've paid with something else. She told me that she will dispatch to the collection department as they handle my case and that there is n't any more investigation. The payment was done, they can not refund it and that I just have to pay XXXX. She also told me that they can close my credit line which it is still opened. This case involves not only misleading information by one of HSBC 's employees and presenting papers that were for a credit card along with overdraft papers which was label 'line of credit ' and not fully explaining them. Unauthorized payments and not making the customer aware of the charges and just reporting to the credit. I was unemployed for a whole year due to my XXXX. I had just graduated from college and still have a lot of debt to pay. What they are doing is illegal and violates my consumer rights.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-13

Newark, NJ

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-01-11

Memphis, TN

Cont'd attempts collect debt not owed

Debt collection: Other (i.e. phone, health club, etc.)

Debt was paid
Complaint: In 2005 I opened and account with Household Financial. I borrowed {$5000.00} from them. Year to date I have paid them approximately {$14000.00} back and they are constantly reopening my case suing me for what they are calling interest. I have paid back three times the money I owed with a case that is over 11 years old.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-10

Lewiston, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-10

Elmhurst, NY

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Untimely Response

2017-01-10

TX

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I received a letter notifying me that my mortgage loan will be transfer from HSBC to XXXX Mortgage, and now that I have received my first new statement it has a lot of legal fees added to my account, when I call the new mortgage to ask about it they said their charges from my previous company HSBC, if HSBC sold or transfer my account to an other company why they are charging me the legal fees if my account is NOT pass due or behind on my payments? I have actually been sending extra principal on my payments for the last 5 months, this is totally an abuse from this big mortgage company 's, this is just not right and is a robbery.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-09

Albion, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-09

Nyc, NY

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Sometime on XXXX 2016, we opened a Bank Account in HSBC BANK USA , NA. Immediately after this, we received XXXX debit cards, on my wife and mine name. After a week or so, the bank account was never opened by HSBC, so we trashed the XXXX debit cards and close our relationship with this Bank. To this date, we are receiving monthly statements on my wife 's debit card showing no activity or use of the card. Today I received XXXX open bank checks on my wife 's name. Being aware of the many cases of happening fraud, I have called the Bank to cancel this debit account. Finally an operator said she can do it if I supply certain information, including our passport number, date of birth and a few other questions. I requested to speak to a manager, without any results. I hope that your Bureau can help us on this matter as it seems impossible to solve the problem speaking with bank. The name of the account owner is : XXXX XXXX, our address is XXXX XXXX XXXX. XXXX, XXXX XXXX XXXX XXXX NEW YORK, XXXX. Telephone # is XXXX. Account ends in XXXX. Thanks in advance for your help on this matter.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2017-01-09

NY

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I processed a wire using HSBC online banking, on XXXX XXXX, 2016, in the amount of XXXX. The beneficiary of this wire was XXXX XXXX. The payment was for a flight to XXXX that was taking place on XXXX XXXX. The funds were deducted from my account, but on XXXX XXXX, XXXX informed me that they had not yet received the wire transfer. I called HSBC immediately and learned that the wire was being held due to them needing more information. I was told that I would need to reach out to my account manager, XXXX XXXX, who is based at the XXXX XXXX XXXX XXXX branch. Since this payment was urgent and I was unable to reach XXXX XXXX, I had the wire processed from another account at a different bank. This payment went through immediately. When was finally able to reach XXXX XXXX, I requested that he have the funds returned to me, as I had already made the payment from another bank. He told me that he would let the wire department know not to process the wire and to refund my account. He informed me that it could take up 3 days to receive the funds. After 3 days, my account had still not been credited. I reached out to XXXX XXXX, who in turn sent me an email with the branch manager, XXXX XXXX, asking me several personal questions about a flight that had already taken place. I did not understand why they would need to ask questions about a wire that I was no longer sending. I explained that I only want my money back, but after several emails back and forth, with XXXX purposely avoiding my questions, I answered the questions presented, since XXXX insisted that this would be the only way for me to get my money back. That was on XXXX XXXX. It is now XXXX XXXX, and my account has still not been credited. XXXX emailed me today, stating that my funds will be " blocked and reported to XXXX. '' How is it that a bank can do this? I do not want the wire to be processed, I have already taken the flight and returned. I only want my funds put back into my account. This is theft and a bank should not be able to get away with this.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-08

Brooklyn, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-06

Discovery Bay, CA

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: Yes Timely Response