Consumer complaint received 2019-09-01
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: 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 to consumer: Closed with explanation