Consumer complaint received 2018-06-20
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CO
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:
About a month ago, I opened a credit card account with HSBC - it is a XXXX, cash rewards card. Then, a week ago, this card was declined at XXXX XXXX store. I have excellent credit score and have never had something like that happen without any communication from the bank. 
I tried calling the customer service number : multiple times I was placed on hold for " security department '' for over one hour and the call never got answered. Last week, I have called daily - same situation, call is picked up by someone who " doesn't have access to the account '' that tells me that account is blocked but not able to see why, and informs me they are going to transfer me to " security department '' - again after being on hold for over an hour the call does not get answered. 
On friday XX/XX/18, after spending 2 hours on hold, I looked up the local branch address and drove there while I was still on hold. There was one desk and one person there who informed me they do not deal with personal accounts, only with corporate ones and I need to call customer service. After multiple hours on the phone and demanding to be connected to someone who can explain the reason for the block, I spoke with XXXX in security department who was helpful in sending me an email with request of information need to confirm my identity. I emailed requested information back yesterday monday XX/XX/18. Again, no call back or any communication from HSBC. 
Today, my wife set her alarm for 30 minutes early to call early in the morning ( XXXX our local time ) because that is when I was told wait times are short. After being on hold for almost 90 minutes, XXXX from security department picked up the phone and said that they requested information from me but she can not tell her why the card is blocked until they received information. My wife told her that information was emailed yesterday, after that XXXX put her on hold and then came back to say that it was unacceptable because on the paystub copy ( for address verification ) I have blurred out my amounts and salary. My wife proceeded to say that we felt uncomfortable sharing any more financial information after not knowing why our card was blocked and already sharing SS number. XXXX said she can not help then. My wife asked if she can close the credit card account then, XXXX replied that " no, and it is not even your card ''. My wife said that she will get me on the line to speak directly with me to which XXXX replied - " Thank you for alling HSBC, good bye '' and hung up the phone. That is after being on hold for 90 minutes .... for multiple times. 
And the scary part is, when I log in online, I am not able to make any payments on the card and it does not show minimum payment due and total payment due. I am worried that I will end up with late fees and interest rate. This is not how I handle my financial life. Myself and my wife have excellent credit score ( about 850 ), we pay off all credit card balance by the end of each month and have never ever come across such unacceptable customer service and security concern. I could have been traveling with this card and been stranded ... When I asked if someone could actually call ME back o explain and review the account, I was informed that they are " not able to call out ''. 
I am at a loss of how to get this resolved after today 's hang-up. My trust has been violated and I WILL be closing this card as soon as I find out how. 
I would appreciate this company 's unethical practices being examined. And really, I just want to be sure in my financial security. 
Thank you

Company response to consumer: Closed with explanation