Consumer complaint received 2022-07-19
Company: HSBC NORTH AMERICA HOLDINGS INC.
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I have held my credit card for over 10 years with the same company. I went on vacation last week. I have used this same credit card while vacationing before at the same destination over the years. I came home to a call from the company telling me they are questioning some of the transactions on my card and to contact the company. I have now been on hold for a total over 6 hours to speak to someone in regards to this matter. The first day I tried calling the customer service number and wait times were over 30 min. I tried again the next day and I was able to get a customer service rep. after waiting 1 and half hours yesterday. He was unable to verify who I am due to the questions he asked me. I was not able to wait at home while on hold and did not have access to some of the answers ( my statements ) I explained to him that it was the company who called me and I was returning their call and he would not try any other way to verify who I was. I went to work today and the only way I am able to pay for parking is with my credit card it was declined. I have a long drive to work and I am unable to find parking elsewhere. I need to pay for my parking daily. I came home from work again today and waited on hold for over 3 and half hours to speak with someone. I finally got a rep. and he told me there was nothing he could do for me and was unable to access my account. So the time I spent on hold was totally wasted. There is a note on my file ( account ) that I am to go into the company with 2 pieces of ID to discuss this matter. I work Monday to Friday XXXX the same as the companies hours. I am not about to take a day off work just to speak to someone when I know there has been no strange activity on my credit card. XXXX 's ATM banking system was down when I was on vacation and I had to utilize my credit card for all my purchases until the ATM system came back online. The company should be aware of this. I only have XXXX credit card and I need to use it tomorrow when I go to work to pay for parking. I have no idea what to do about this issue. The company should be able to call me directly and speak with me in regards to the purchases that were made. I should not have to take off work just to go to the company to discuss this. XXXX  should be able to deal with this issue directly. There should be customer service representative from either the company or XXXX  who can deal with this matter with me over the phone or after hours. I am 99 % sure that it has to do with the ATM going down and the purchases I made- not some fraudulent charges on my card. The company is not handling this situation well at all. I am ready to cancel my card due to the outrageous customer service I am receiving over something that is so trivial. I would like to hear back from XXXX  as well as my company in regards to this matter. There has to be a better way in our day and age to do business and to keep customers. I do not nor will I go online and deal with my transactions in regards to the credit card. I don't need someone hacking my account. I have always called and discussed matters over the phone with my company about my account and it has never been an issue. My main complaint is how my company is handling this issue total disregard for me at this point.

Company response to consumer: Closed with explanation