Consumer complaint received 2021-06-29
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
I received a letter from HSBC on XX/XX/XXXX stating they were reducing my credit limit stating it was due to a low credit score, missed payments, high balance and more. 
None of which were based on reality as I have always paid on time, every account outside of HSBC has been paid on time, my Fico score was XXXX, my utilization ratio was at about 25 % of the card 's total limit. 

The cut reduced my limit by 74 % which will make my overall credit utilization sky rocket and severely affect my overall credit score. 

I called immediately after opening the letter on XX/XX/XXXX asking for answers thinking it must be a mistake. They said they would look into it and give me a call back by the end of the next day. 
On XX/XX/XXXX I did not recieve a call. 
I called back on XX/XX/XXXX and asked if they could pull up the issue and they informed me there were no notes of any conversation. After being transferred several times I spoke with someone who said the only way I could submit a complaint is to write a letter. I asked if there was any other way to fix this sooner by email/phone etc. And they said no. 

I wrote my letter with attached full credit report and mailed it via certified mail on XX/XX/XXXX. 

I recieved a call in response to an email I had sent out on XX/XX/XXXX. The call was at XXXX, they left a message and told me to call them back. I did and unfortunately it was just the main number so I didn't reach anyone. I left a voicemail saying I was returning the call. I have never received a call back. 
I emailed the representative that left a voicemail on XX/XX/XXXX informing her that it was XXXX on the west coast, but I was available anytime between XXXX PST 7 days a week. 
On XX/XX/XXXX I recieved an email dismissing my complaint and ignoring my request for phone communication. The email stated " We regularly conduct reviews of customer accounts and may make changes as a result. A decision was made to decrease the credit limit using a combination of credit bureau reporting and existing banking relationship. Ive included a current copy of the Cardmember Agreement provided when you applied for the account. Credit Limits, and our right to change the limit, is discussed on page 2. '' Which was the exact letter I recieved in the first place and the same response I kept getting from calling the customer service line.

I responded to the email 12 minutes after it was recieved asking if she received the letter I mailed and know was given to the office because I sent it certified mail. 
There was no response. 
The letter contained my complaint, my full credit report and payment history with every account I have showing a flawless record. 

I was not listened to, it was near impossible to get someone to talk to, I was still given false reasons as to why this happened and this is going to severely impact my credit despite doing nothing wrong.

Company response to consumer: Closed with explanation