HSBC Bank USA, N.A.

Review: On a letter dated October **, 2015, I received a letter from HSBC Bank USA, N.A. that they were closing my account with them (a savings account). Their letter did not explicitly say why the account was being closed or give my any recourse to prevent the account from being closed. To the best of my knowledge, I was not in bad standing with HSBC or any other bank, none of my accounts with HSBC nor any other bank are overdrawn or negative, and I do not have any issues with my credit nor legal action against me. I am filing a complaint against HSBC Bank USA, N.A. for suddenly closing my account for no apparent reason and for the great inconvenience this is causing me. I have also filed a complaint with the US Office of the Comptroller of Currency regarding this issue.Desired Settlement: I am demanding my account re-opened or a proper explanation why it was closed, an apology from HSBC Bank USA N.A., and compensation for the inconvenience this is causing me.

Business

Response:

A response has been drafted and will be sent directly to the customer via standard postal mail.

Review: I am very impressed that how unprofessional HSBC US is.

In April, 2015, I initially contacted HSBC US to update my residency status as I am no longer a US resident. Then, HSBC US asked me to fill out W8BEN form and mailed in. Then, I actively contacted HSBC US to check whether HSBC US received my form. After 3 weeks, HSBC US concluded that the mail was likely lost. I explicitly asked in secured mail on HSBC US' website whether I needed to fill out anything else along with W8BEN form. The customer service said no. Then, I mailed again. Again, I actively contacted HSBC US to check whether HSBC US received my form. After weeks, HSBC US said the form was received but some other forms were missing, which are some forms that HSBC US didn't mail nor mention previously. And then HSBC said it would send me those forms. But after 3 weeks, I didn't receive anything from HSBC (actually it did come after 4 weeks, so likely HSBC US sent them by sea rather than by air). Then, HSBC sent again. I filled those forms out and mailed. And again I actively contacted HSBC US. And HSBC US gave me a generic reply that the related department was contacted, and would update me within 1 to 2 business days but I never received anything unless I asked again. Then, after few secured mails, HSBC sent another generic reply -- "[redacted]." Then, again, I got no reply until I asked again. And now HSBC US asked me to send in the forms that have been lost. How can I have those forms? Those forms are from HSBC US and they are lost. The customer service just wanted to use generic reply everytime.

Mail getting lost is an acceptable excuse.

However, few things show that HSBC US is very not professional:

1. not properly telling the customer what forms need to fill out (even customer explicitly asks)

2. not properly providing the required forms at the beginning

3. promising giving me an update within 1 to 2 business days but there was no update until I asked again

4. never actively following up but wasting my time to actively follow up even though I have already done my part

5. always trying to use those generic replies without thinking carefully.

HSBC HK and HSBC US are the same -- taking more than 4.5 months but still can't update my residency status correctly.

Another local bank in HK updated my status in 15 mins in front of me.Desired Settlement: have HSBC US really updated my status in timely manner rather than have HSBC wasted my time in the next 4.5 months again.

thank you!

Business

Response:

A response has been drafted and will be sent directly to the customer via standard postal mail.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I opened a HSBC Secured Card Account that is linked to a HSBC Savings Account about 6 years ago in New York; I have since then relocated to Pennsylvania. Back in May of this year I received a letter stating the secured card account would be closed and the funds that are currently in the savings account would be returned to me. However I have called ###-###-#### and ###-###-#### on several occassions and have been told 5 different stories each time. They also ask for my current mailing address each time that I call so evidently the last representative didn't do so. Just called them again today and requested to speak with a supervisor and was fed more lies and never spoke to a supervisor after being on the phone for 45 minutes. I just want the money I am entitled to and not have to call them anymore. I'm tired of HSBC and their lies.Desired Settlement: A refund check in the amount of $300 as promised.

Business

Response:

Dear [redacted]:

Your correspondence with The Revdex.com has been received in the Customer Relations Office of HSBC Bank USA, N.A. I appreciate the opportunity to respond to your inquiry.

To begin, I am terribly sorry for the frustration and inconvenience this matter has caused. To clarify, HSBC USA sold our Secured Card accounts to Capital One Financial in May 2012. The Savings accounts however, held for collateral remained with HSBC.

Bank records indicate in June 2013, Capital One Financial closed your Secured Credit Card ending [redacted] and requested HSBC Bank issue the balance of your savings account held as collateral for the account. Unfortunately, the savings account was dormant requiring you to complete a Dormancy Removal Form. Due to miscommunication between HSBC and Capital One, there was a delay in releasing the funds as you requested.

On July **, 2013, HSBC mailed the Dormancy Removal Form which you received, completed and returned to HSBC. Upon receipt, HSBC removed the dormancy and mailed the balance of $295.34 in the form of an Official Check #[redacted] on August **, 2013. It is my understanding you received and negotiated this check on August **, 2013.

[redacted], we thank you for taking the time to write. It is through customer feedback we are able to focus on areas in need of improvement. If you have any questions please contact toll-free at ###-###-####.

Yours sincerely,

Review: I purposely asked for a no fee/ no minimum balance account when I signed up for HSBC a few years ago. I specifically told them that I need an account that can go down to 1cent and not be charged a fee. I received no notification from HSBC but 4 months ago I started to have fee's of 15 dollars a month when my account was below a certain level.Desired Settlement: I want All fee's charged to be refunded back into my account.

Business

Response:

Dear [redacted]:

Your correspondence addressed to the Revdex.com has been received in the Customer Relations Office of HSBC Bank USA, N .A. I appreciate the opportunity to respond.

I am sorry to learn of the misunderstanding regarding the Maintenance Fees incurred on your HSBC Choice Checking account.

A review of your account history reflects $60 in Maintenance Fees accrued monthly between April 2013 and July 2013. To clarify, these fees were assessed in accordance with the Choice Checking Terms and Charges, initially provided at account opening. Enclosed is a duplicate copy of these terms.

Although no Bank error occurred , in good faith, fees totaling $60 were credited to your account in August 2013. Additionally, for the next (3) months, the Maintenance Fee will not be assessed on the account to allow you sufficient time to review the Terms and Charges enclosed.

If you have any questions, please contact our office toll-free at ###-###-####. Our office is open Monday - Friday from 8:00am - 5:00pm Eastern Time.

Yours sincerely,

[redacted] Officer

Customer Relations

Review: I had an online savings account with HSBC and in March of 2013, I attempted to withdraw $200 from an ATM. The transaction was approved but the machine froze before dispensing any cash. The machine needed to be rebooted. The next day when seeing that my account showed the $200 transaction plus the $3 fee, I called and filed a dispute. I received a temporary credit while they investigated the issue. Almost 3 months later, I received a letter in the mail stating they received information from the ATM location (Gun Lake Casino in Wayland, MI) and they were now going to reverse the credit. I had to call them to have them send me the evidence. When I received the evidence, they were barely legible copies of a fax. However, in about 30 seconds I was able to determine that the information supported my side of the claim more than theirs. I have called multiple times and continue to get the same form letter or scripted responses. I asked to talk to a supervisor and was declined, I provided the explanation as why the documentation they provided supported my side and still nothing was done. The customer service people I spoke to, all read from a script and did nothing to actually help the situation. I have had to waste hours on this and still haven't gotten anywhere. They basically stole $203 from my wife and I.Desired Settlement: They need to send me a check for the $203.

Business

Response:

Dear [redacted]:

Your correspondence addressed to the Revdex.com has been received in the Customer Relations Office of HSBC Bank USA, N.A. I appreciate the opportunity to respond.

I am sorry for your dissatisfaction with the outcome of the Automated Teller Machine (ATM) cash withdrawal dispute. The owner of the ATM found the Machine balanced and no errors were uncovered.

As a result those findings the temporary credit HSBC issued was reversed on June **, 2013. We regret we are unable to accommodate your request to $203.

If you have any questions, please contact me in the Customer Relations Office toll-free at ###-###-####. Our office is available Monday through Friday, 7:30AM – 5:00PM Eastern Time.

Yours sincerely,

Officer

Customer Relations

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I explained to the investigator which information on the "supporting documentation" showed that I did not receive the $203. Nobody has explained to me how in the list of transactions in the supporting documentation I was provided, my transaction was the only one of the "APPROVED" transactions that didn't show a secondary status of "SUCCESS". My transaction showed "NA" in the secondary status, just like the transactions that had a "DECLINED" status. Even the response to the Revdex.com complaint was basically the same form letter response I have gotten from any department I was directed to.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted]:

Your correspondence addressed to the Revdex.com has been received in the Customer Relations Office of HSBC Bank USA, N .A. I appreciate the opportunity to respond .

I am sorry for your dissatisfaction with the outcome of the Automated Teller Machine (ATM) cash withdrawal dispute and our previous response. The owner of the ATM found the Machine balanced and no errors were uncovered.

As a result those findings the temporary credit HSBC issued was reversed on June **, 2013. Although the position of the ATM owner has not changed, enclosed is a check for $203 as a gesture of good faith for this transaction.

If you have any questions, please contact me toll-free at ###-###-####. Our office is available Monday through Friday, 7:30AM- 5:00PM Eastern Time.

Yours sincerely ,

Customer Relations

Review: HSBC has repeatedly denied access to my available funds for rejecting nu!erous attempted debit card purchases. As a result I've been embarrassed and have had to spend countless hours on the phone with their customer service department to get the hold removed from my card.Desired Settlement: I want these card denials to stop once and for all and I want to be compensated for the many hours of time I've had to waste dealing with this issue.

Review: I have been banking with HSBC USA for more than 10 years already.

A few years ago, my checking account was upgraded from Choice Checking to Premier without me requesting it.

Not only I had never authorized this upgrade, but the new minimum balance requirement information was never properly communicated to me.

In the summer of 2014, when my checking account balance fell below $100,000, the bank started charging me $50 monthly maintenance fee.

In August 2014 I tried to downgrade my account back to Choice Checking in person and also contacted my [redacted].

I have contacted my [redacted] 4-5(!) times since August 2014.

Up to this date absolutely nothing has been done on my account and no monthly maintenance fees refunded.

It has never been downgraded back to Choice Checking and so far they have charged over $400 in monthly maintenance fees.

As a result of my experience, I no longer feel safe banking with HSBC USA.

The bank shows absolutely no desire to protect their customers' interests.Desired Settlement: I would like to finally have my account downgraded back to Choice Checking and all my maintenance fees since August 2014 refunded.

Business

Response:

A response was mailed to the customer on May *, 2015.

Review: I have been trying to transfer money out of one of my accounts for months. They instituted a new security system that uses a separate device to log in and carry out transfers. The problem has been that for months and months there has been one excuse after another as to why I have not received the activation code for the device (once it was because the wrong e-mail address - typo on their part - and most recently I had it changed to another e-mail address [which caused the latest delay of asking security questions - which I have answered]). Still, to this day - after endless hours of back and forth with HSBC, I have not been able to transfer money out my account.Desired Settlement: After months of this - there should be a workaround to this whole process.

As a simple workaround, I can simply have the [redacted] account that is linked to my account removed and linked to my spouse's account (since he can more easily transfer money out of his account since he has an iPhone which can more easily facilitate a transfer than the device given to those without iPhones).

At the very least, they should be able to give me the activation code in some fashion so I can facilitate the transfer -and/or delink he account.

Business

Response:

A response has been drafted and will be sent directly to the customer via standard postal mail.

Review: On November **, 2013 I setup a bill pay account via my credit union ([redacted]) to pay $1050 to [redacted] who banks at HSBC. [redacted] provided me her bank account and routing number, and I setup the account and made payment. HSBC withdrew the money from my Langley account on ** November 2013 and to date the money has not been deposited into [redacted]'s account. I submitted two requests on-line to find out how to resolve this issue, being that it was my first time trying to make payment to [redacted] in this manner, I may have made a mistake in setting up the bill pay. However, despite the being promised to be contacted within two workdays, no one from HSBC has contacted me to resolve this issue.Desired Settlement: I would like HSBC to deposit the money into [redacted]'s account or refund the $1050 taken from my [redacted] Credit Union account ASAP. I can be reached at ###-###-#### or my e-mail address is [redacted]

thank you in advance.

Business

Response:

We have received [redacted]'s communication. A written response will be issued directly to [redacted] within 10 business days. If an extension is required, we will notify him accordingly. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This issue is not resolved. I have been contacted by HSBC, and although the issue is apparently being worked, it has NOT been resolved. The funds have not been placed in [redacted]'s account to date. In addition, the telephone number ([redacted]) I received from HSBC to resolve this issue is not user friendly for non-HSBC members...there is absolutely no way to speak to any customer service rep unless you are a member.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Reference the below e-mail traffic in which we (myself, [redacted] Credit Union Employee [redacted], and [redacted]) have tried to resolve this issue with HSBC and they have been uncooperative and uncustomer service friendly and clearly giving us the run-around.

Review: On November **, 2014, my personal banking checking account was closed without prior notice and without any written or verbal warning. A [redacted] into the account was denied, resulting in fees. A bill payment was denied, resulting in additional fees. After 7 phone calls spanning 5 hours, it was determined that my checking account was closed down for depositing a bad check. After verifying with the issuing bank that the check was not only valid but had been cashed by HSBC, the bank was contacted again. After 4 additional phone calls I was told the account could not be reinstated but I would receive a check for the full balance of my account within 7 to 10 business days. It is now March **, 2014. Despite 14 additional phone calls to customer service, I have not received payment for the balance of my account or any written or verbal notices or follow ups on the account. To date, the entire sum of my personal checking and savings account is still being held by HSBC despite having my account closed three months prior.Desired Settlement: Ideally, I would like refunded both for my own personal money held by HSBC as well as an additional nominal payment to cover the fees incurred by what was clearly a banking error and not a personal one.

Business

Response:

We have received [redacted]'s communication. We will respond directly to the customer within 10 business days. If an extension is required, we will notify the customer accordingly. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I would need to actually speak to HSBC USA, N.A. before considering the matter resolved. I've already been told the bank would contact me within 10 business days on six occasions. Each time I am not contacted and have to follow up with the bank again. I'd rather leave the matter unresolved and open until I have established a resolution.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by HSBC Bank USA, N.A. regarding complaint ID [redacted].

Sincerely,

Business

Response:

Revdex.com case was immediately closed upon receipt with a note that the response will be sent within 10 business days. Customer rebuttal was to the immediate closing of the case and on 4/**/14 customer stated she never received our response. Response was mailed the following day on 4/**/14 and we have [redacted] confirmation the letter was received.

Review: I have called to get their special activation code so I can access my account. I have been hung up on. I have been denied my code and when I get the code it tells me to call in again.Desired Settlement: Close my account and move all monies to the Chase account that has been connected to the account for years and has continuously had money moved weekly until they started with this "extra" security measure.

Business

Response:

A response has been drafted and will be sent directly to the customer via standard postal mail.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. We were sent our check and the account was closed. That was all we ever asked.

Sincerely,

Review: I called HSBC on 8/*/2014 at about 9:15pm and spoke to 1st representative. I called to request a refund of a fee $2.50 for non atm use. Instead the rep refused to provide me as 1 time courtesy the fee. I told her that I had never incurred fees on my account and I rarely use my card. I requested to speak to a supervisor and she kept me on hold for 40 minutes!!!!! Finally she refused to let speak to a supervisor and hung up the phone. Second rep also did same thing and kept me on hold for 20 minutes I hung up the phone. She said supervisors were not available. It seems here supervisors do not want to do their job. Due to this incident I will cancel my account and take my money out. Not worth. Terrible customer service and unprofessional service. All this for 1 fee of $2.50 they will lose a customer. I spoke to March id #[redacted].Desired Settlement: Refund and an apology.

Business

Response:

A response has been drafted and will be sent directly to the customer via standard postal mail.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer ere] I have not received no letter regarding this complaint from the business.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The response will be mailed and emailed using the mail and email addressed as listed in the original complaint.... [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

HSBC responded late but credited my account and solved the issue.

Review: Last year around this time, I discovered that HSBC account was charging me $15/m maintenance fee because my balance went under $1500. I had opened up a free checking account initially years before and didn't expect any maintenance charges, so I called them and they said their policies have changed, and they just started charging customers without giving them any advanced notice, they said perhaps I didn't check their fine prints when I singed up for the free checking account that they can change their service anytime without giving any advanced notice, so I decided then to put $1500 in my account and not worry about maintenance charges going forward. Couple of days ago I accidentally logged on to my account online and realized that I'm being charged $3-5/m maintenance fees here and there since last year, so I called them again now and asked what happened, they said they decided to change my account back to zero balance requirement some time last year, since they noticed that I went under $1500 at some point, and that account type does have some small monthly fees. Again, I asked why I wasn't notified, and they didn't have a good answer for me. I told them that I would withdraw my money, close the account, and file a complaint, and they didn't seem to care.Desired Settlement: I want HSBC to refund about $200 maintenance charges that they put on my account unfairly and without notifying me properly.

Business

Response:

Dear Mr. Alikhani:

Your correspondence addressed to the Revdex.com has been received in the Customer Relations Office of HSBC Bank USA, N.A. ("HSBC"). I appreciate the opportunity to respond.

I am sorry to learn of the misunderstanding regarding the Maintenance Fees incurred on your HSBC Basic Banking checking account.

A review of your account history reflects Maintenance Fees accrued monthly between August 2012 and October 2013. To clarify, these fees were assessed in accordance with the Terms and Charges Disclosure, initially provided at account opening. Enclosed is a duplicate copy of these Terms, as well as a copy of your August 2012, statement notifying you of important changes to the account.

To clarify, your account was assessed $168.90 in monthly Maintenance Fees during the above mentioned time period. Fees totaling $200.00 were credited by the branch in October 2013. We apologize for any inconvenience caused during this time.

If you have any questions, please call me toll-free at ###-###-####. Our office is available Monday ­ Friday between 7:30am -5:00pm ET.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been repeatedly trying to contact HSBC with the purpose of transferring money (since I can't do it online) to an account in a different bank. I have been put on hold for over 40 minutes and when I did get someone on the phone, she told me she was going to put me on hold only to transfer me back to the main menu.The customer service was atrocious, and I shall do everything in my power to discourage acquaintances of mine from banking with HSBC. I need the money transferred and I still am not able to do it. I believe as owner of the money I should be able to use it as I see fit in a timely fashion.Desired Settlement: I would like to be called at ###-###-####. I would like to be offered an apology and I would like to be assisted with the transfer. I would like someone to call me after the transaction has been completed to check that it was resolved to my satisfaction.In all of this, I would like to talk to a human being at all times.

Business

Response:

A response has been drafted and will be sent directly to the customer via standard postal mail.

Review: Before I start this, I just want to mention that I have been trying to resolve all issues with HSBC since August, and I am sure that they have record of all of our exchanges, if not, I can supply them.

The first problem arose in July 2014 when after nearly 8 years, HSBC charged me a 15 dollar maintenance fee. It was first created as a student account in 2006, and was a package set with a checking, savings account, debit card and credit card.

I then opened an HSBC online savings account and had it linked to my student account. This automatically waved the minimum deposit of my checking account which had been changed to another form of checking by HSBC.

I was never notified of any service charges, and I certainly have no record of being notified that linking the accounts will no longer wave the service fee.

I was charged again twice, for a total of 3 times. After HSBC realized their errors, and due to my constant messaging them, they finally returned my money. The service was less than stellar, and it would appear as that they would not read the email, or respond directly to my questions when they responded.

They offered to change my account to a basic checking account to only incur a 3.00 charge every month. I agreed to this. and now it is a basic checking account.

When I asked them for a renewed debit card which they never reissued for me, they sent me a message saying that they had no record of me ever having a debit card with them.

I couldn't believe it. Could a bank really be this unaware of their own product and services? Did they honestly have no record of me having a debit card with the account? Why would they think that I should pay them $3.00 a month, and not have the card? Their own website, which I have listed here lists a cash card as standard for the account In fact, an HSBC debit [redacted] is the first feature they list: [redacted] So why would they even have to think twice about giving me a card? Clearly when I consented to changing my account to a basic banking account, I was consenting to all the benefits that come with it. I am paying the full $3.00, I want all the service and privileges that come with it.Desired Settlement: Issue me my debit/ cash card, so that we can finally be done with this.

If my card is not issued, I want all additional fees returned to me until my HSBC debit [redacted] is issued.

I am going to list the website here again, as there is no ambiguity. [redacted]

Business

Response:

We have received [redacted]'s communication. A written response will be issued directly to the customer within 10 business days. If an extension is required, we will notify the customer accordingly. Thank you.

Consumer

Response:

I am still waiting for a response. I think that we can all agree 10

business days for a response something as simple as issuing a debit card

is also unreasonable. I will wait though, and for now will accept their

response.

Sincerely,

now will accept their response.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Hello,

My name is [redacted], I recently filed a complaint with the Revdex.com against HSBC (case# [redacted]). May I ask you to re-open the complaint?

I didn't realize that accepting their response was equal to considering the complaint resolved. I actually reworded the template, if you will check, that for now I will accept their response. But of course, that is conditional on them keeping to their word, and most importantly correcting their mistakes in this situation. They have failed to do either as of yet. They asked for 10 days to respond. For something as simple as resolving an issue with issuing a debit card, I think that we can all agree that it is a ridiculous amount of time to follow up with a customer complaint. However I am willing to wait for now, of course the account is not in proper service at the moment, so I will expect the return of any fees incurred by HSBC until my account is in proper order.

May I ask you to please keep the complaint open? It is not resolved yet.

Thank you,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

A response was drafted and sent directly to the customer.

Review: I applied for public assistance and it was denied because there was a bank account open in my name and tried to contact them and got no response. I printed out picture and address of this locationDesired Settlement: close the account and make any restitution to me

Business

Response:

We have received [redacted]'s communication. We will respond directly to the customer within 10 business days. If an extension is required, we will notify the customer accordingly. Thank you.

Review: My grandparents had a joint checking account with HSBC. They both passed away with my grandfather passing on 2/*/2016. I took care of all of my grandparents finances and was their health care proxy, but we never establish a power of attorney because my grandparents trusted me and they did not own much. After they passed, I took care of all their bills, discontinued their gas, phone, etc. No company had an issue with me calling them and notifying them and settling final bills. When it came to HSBC, I simply wanted to close their account. There is $5.20 balance that I clearly said I don't want. When I spoke to a representative on the phone, I was told to go to local branch and bring both death certificates, which I did on 3/ *. At the [redacted]. branch I spent 40 minutes between waiting for a bank representative to help me, explaining the situation, being ignored and finally was told I can not close the account as my name is not on the account. This situation has brought a lot of frustration and emotional distress as the death of my grandparents is difficult to deal with on its own and I feel that I am just trying to do a right thing by informing the bank that both account holders are deceased.Desired Settlement: Please close my deceased grandparents account and work with your customer service representatives, so they don't give out a false information and if account can not be closed, don't send grieving relatives to spend 40 minutes at the local branch and have no resolution.

Business

Response:

In order to address the issue, please provide an account number or name of your relatives to assist us in locating the accounts.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am providing information requested in order to resolve:[redacted] and [redacted]ccount # [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The account is still open. HSBC's response is that they mailed me a letter. They don't know my address, so to whom was the letter sent?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

An address was provided with the complaint:[redacted]

[redacted]That is where our response was sent and to your attention. Please allow time to receive the response.

Review: I have been contacted in several different occasions during business as well as non-business hours, late nights and weekends by HSBC in regards to an existing overdrawn checking account I have with the bank. I also tried in good faith several times to contact HSBC by phone in order to come up to a solution to remedy this situation. On September [redacted] 2014, I was contacted by one of HSBC's debt collection representative, the call was an attempt to collect the debt. While trying to explain my situation to the representative, trying to resolve the problem, I told the representative that the reason for my financial hardship was because of my pending divorce, which I have a court hearing on the [redacted] of this month, I also informed that my intention was to pay off the negative balance and that I would like to resume direct deposit to the account.

After being told the total amount of the debt and how much the total fees being charged by HSBC, I asked for the fees to be waived after learning that the fees alone were more than half of the actual amount owed. I mentioned once again that I would like to make the payment and bring the account to current status so that I could keep my checking account open and continue with my banking relationship with HSBC, and that I have been a customer for over seven years.

With all due respect I believe I have nothing but valid reasons to be disappointed by the lack of professionalism from the agent who added another burden to my current emotional state of mind when said to me directly "just because you're going through a divorce, it doesn't mean that we are going to waive any fees Sir". "JUST BECAUSE you were going through a divorce" Unfortunately I'm not in this “just because situation” by choice, and I don't believe people choose to get divorced JUST BECAUSE. I didn't choose to be separated from my family JUST BECAUSE, I didn't almost lose my home JUST BECAUSE, and it is not JUST BECAUSE that I am going through this financial and emotional crisis, which happens to be the worst time of my life, that I don't wish it to happen to anyone. These words were very hurtful to me, more than I could have imagined, when it hit me even more after a few minutes had passed after the conversation had ended with the agent insisting to take a payment over the phone. THIS IS JUST NOT HUMAN, the agent had no empathy whatsoever, this is not, by no means without a doubt, an ethical way of treating a customer for collection or any other purpose. Additionally, I told the agent that I would deal with the situation after the divorce hearing on the [redacted] of this month, however two days after, September [redacted] 2014, I received another phone call from HSBC asking me to make the payment, again without empathy whatsoever and telling the agent about my last experience two days ago, September [redacted], 2014, The had the courage to ask me to borrow money from a friend to make the payment. There's no doubt that this company is acting with the most unethical collection practices I've ever heard of.Desired Settlement: I do believe that it would only be fair for your institution to provide me with an apology, stop the calling and the harassment, remove all bank related fees so I can pay off the balance, and last but not least, don't do this to anyone else, try to put yourselves in your customer’s shoes for a change.

Consumer

Response:

At this time, I have not been contacted by HSBC Bank USA, N.A. regarding complaint ID [redacted].

Sincerely,

Business

Response:

We received the customer complaint and issued a written response to the complainant directly on 9/**/14. Thank you.

Review: I was sent a letter from hsbc about setting up internet banking, that was the only explanation. I do not or have ever "banked" with HSBC so this letter was disregarded. However, this letter sent with a password for a new online system, but never in any part of the letter did it say that.

Upon logging into my account in early 9/[redacted]to find out why I was receiving calls from HSBC's 800 number, it stated that my account was sold to Capital One. I then called customer service and asked why my account was sold and how to gain access to it the rep told me he did not know why and have many other customers calling in asking the same question. Well turns out that my account was not sold but my online account was discontinued with the per-monthly payments (so I dont have to make individual payments each month) and my check card info.

Since I have paperless statements and no online access I decided to let them contact me about payment (since I really was still unsure if my account was sold to Capital One or remained with HSBC). I spoke to someone on 12/**which this person was the first person to tell me what the cryptic letter about HSBC internet banking was about. I was able to have this person (not verified yet as I still do not have access to my account) refund the 2 months of late fees.

I tried to setup the online account which the temp password is sent via postal mail, I have had to wait over a week to receive the letter but now have had to call yet again to have my account reset and have to wait yet another day to even try again.

This is very shady business practices which I am sure is a result of their online system being comprised which is not my fault. However my credit score I'm sure has suffered due to their bad practices and cryptic letters that have zero explanation.Desired Settlement: Any and all fees, interest, and negative marks on my credit score be removed asap

Business

Response:

We have received [redacted]s communication. A written response will be issued directly to the customer within 10 business days. If an extension is required, we will notify the customer accordingly. Thank you.

Review: Background: I originally open an Internet banking account number [redacted] with HSBC bank in 2008. During the first few years, I used my account extensively while making transactions involving many thousands of dollars. However, over the years and as HSBC's dividend rate decreased I used my account less. Nonetheless, I kept my account open and then in October 2013, I accessed my account for the purpose of making a bank-to-bank transfer only find out this function had been suspended. As a result, I immediately contacted HSBC customer service to have the problem resolved. Unfortunately, the representative I spoke with stated due to suspected fraud; the bank-to-bank transfer function was no longer available for this account. As an alternative, the representative said I could open another account, which I could use to make bank-to-bank transfers. Therefore, about November 2013 I opened new account number [redacted], which I used successfully to make a bank-to-bank transfer to my new HSBC account on November **, 2013. A few days later, I attempted to make another bank-to-bank transfer to my new account but I was unsuccessful and subsequently discovered the bank-to-bank transfers function for this account had been suspended as well. Again I immediately contacted HSBC customer service to resolve this problem. Unfortunately, after several calls to customer service I was unable to get this problem resolved. Therefore, I told the customer service representative since I could no longer use the new account for bank-to-bank transfers I wanted the funds in my new account withdrawn and sent to me. Also, I requested the new account number [redacted] be closed. On or about January **, 2014, HSBC generated check number [redacted] in the amount of $477.89 and sent it to me. However, HSBC did not send me the full balance in my account of $502.89 but deducted a $25.00 fee for closing the account and only sent me the $477.89. Therefore, I called HSBC customer service on or about February *, 2014, to dispute this $25.00 charge and to request the funds be sent to me immediately. The HSBC representative I spoke with said my request would be forwarded to management for resolution. However, as of February **, 2014, I have not received a response from HSBC. Therefore, I’m filing a claimant against HSBC for this disputed bank fee.Desired Settlement: HSBC should send me a check for the $25.00, which was inappropriately deducted from my account number [redacted].

Business

Response:

We have received [redacted]' communication. We will respond directly to the customer within 10 business days. If an extension is required, we will notify the customer accordingly. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is conditionally accepted if HSBC refunds $25.00 to me by March **, 2014.

Sincerely,