Consumer complaint received 2023-02-09
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX HSBC Mortgage Account # XXXX Company involved-HSBC, XXXX, and XXXX To CFPB : XXXX XXXX XXXX received funds from XXXX XXXX XXXXor my mortgage. The amounts were XXXX, XXXX, and XXXX. I XXXX XXXX contacted HSBC XX/XX/XXXX to confirm that they received the letter and the funds. HSBC Loss Mitigation informed me XXXX XXXX stated they received the funds. The HSBC Loss Mitigation Rep. informed me that they received the funds and it takes time for them to apply it to the mortgage account. The HSBC Loss Mitigation Rep stated that the HSBC State Fund Team handles applying the Funds to the account. The HSBC Loss Mitigation Rep. informed me that she has sent a number of emails to the HSBC State Fund Team concerning why they have not applied the funds to the mortgage account. The HSBC Loss Mitigation Rep. informed me she sent emails to the HSBC State Fund Team on these dates XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The HSBC State Fund Team did not respond. XXXX XXXX XXXX informed the HSBC Loss Mitigation Rep that HSBC told them that the past due amount was XXXX. The State agency on XX/XX/XXXX paid the amount of XXXX and XXXX XXXX and XXXX XXXX. HSBC State Fund Team received all three payments and did not apply the payments to the account to pay my mortgage. I XXXX XXXX contacted my worker and informed her that the HSBC Loss Mitigation Rep informed me that it would take some time for HSBC State Fund team to apply the funds to the account. The HSBC Loss Mitigation Rep stated that you know how HSBC State Fund Team works their slow. The HSBC Loss Mitigation Rep informed me that they have not responded to her emails. The HSBC Loss Mitigation Rep stated that it is a internal problem getting in contact with HSBC State Fund Team. XXXX XXXX XXXX asked if you received the funds XX/XX/XXXX and your HSBC State Fund is holding the funds and it is growing interest for your company HSBC. XXXX XXXX XXXX informed the HSBC Loss Mitigation Rep that I contacted my worker from the state of CT and I have a letter stating the funds amount and requesting that you apply it towards my mortgage account. The HSBC Loss Mitigation Rep. instructed me to email it to the Research Dept. XXXX and informed the Research Dept send the letter from the State of CT to the HSBC State Fund Team. The HSBC Loss Mitigation Rep. stated this should resolve the issue. The issue and problems still exist with HSBC Loss Mitigation and HSBC State Fund team. HSBC Loss Mitigation and HSBC State Team have not resolve their communication problems internally and did not apply the funds to my account for my mortgage. HSBC is also threatening foreclosure against my house. HSBC received the funds XX/XX/XXXX from the state of connecticut for the amounts of XXXX, XXXX, and XXXX and have not applied it to my mortgage. The HSBC Loss Mitigation Rep. informed me the funds are unapplied and in suspense. HSBC Rep are supposed to be certified and knowledgeable and not give inaccurate information. HSBC Rep. do both. HSBC Rep. are not knowledgeable and give inaccurate information to their customers. This company is also XXXX, XXXX, and HSBC it has reported inaccurate credit reporting, credit reporting errors, Inaccurate payment history, causing people to not qualify for loans, payments not accepted, causing customers not to be able to finance, lose customers payments, and harassing customers on phone call trying to get customers to feel frustrated. 
I XXXX XXXX have provided you with both letters from the state and I could also provide you with records. HSBC has done all of the above to me and other minorities and we have submitted our complaint to your agency. HSBC is affecting our credit and we are forced to extend our loan for more than 30 years. Due to a number of errors HSBC has caused. Please get in contact with me as soon as possible. This is a huge problem that needs to be broadcast around the country. 
Thank you!

Company response to consumer: Closed with explanation