Consumer complaint received 2019-04-11
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have a credit card with HSBC which my mother has been paying off. She would call in and make a payment over the phone. She did not use the card, and would make payments only. 
She began having problems with HSBC allowing her to make the payments because I was not on the phone making the payments myself. I did call in a few times to submit the payment, and I still had to be transferred multiple times before they would accept it. Eventually, they refused to accept any payments on this account, until I went to a local branch with my ID stating that I live at the address I requested the mail be sent to. Despite their very limited and inconvenient hours and location, I went on a Saturday morning ( the only time I could get to a branch due to work ), where I spoke with a representative in person. The representative took my ID and informed me that I would likely only be able to have the bill sent to the address on my ID, rather than having the bill sent to my mother 's ( I live in XXXX, PA ; my mother lives an hour away ). I informed that this would be fine, but that I just wanted to have access to my account again so I could pay my bill, rather than having any credit issues for lack of payment. 
2 weeks after I met with the agent, I was informed that my driver 's license was insufficient and that they required I send utility bills showing my address. I sent about 5 pictures of my utilities. They then declined to accept the utility bills, saying that the entire page must be shown. I then sent 2 additional emails with bills showing the entire utility statement. I have tried repeatedly to ask them if they have received and accepted my information, my emails have been ignored. I called 4 times this week, and received no help at all. When I called the Fraud Prevention Department, I was told the utility bills were not accepted, that I needed to go to the branch. I informed the agent on the phone that I already tried going to the branch and I brought my driver 's license, but it was refused. He said " it does not matter, you have to go to the branch. '' I asked to speak to his manager, he responded " he's going to tell you the same thing I just told you. '' I tried repeatedly to get a manager or supervisor on the phone, I was denied every time I tried. He put me on hold for 20 minutes, then told me he needed to transfer me to another department. After giving me the department 's phone number, he transferred me. I waited on hold for over 80 minutes before hanging up. I tried calling this same number probably 2 other times, and had the same result. 
During the process of my attempts to pay this bill, I received notification from XXXX that HSBC has reported my account as delinquent as it has not been paid in 2 months. I have had zero progress with the company ; my emails are ignored ; my phone calls are not answered ; they changed my account number so I can not mail a check to them ; they have blocked my access to the online payments page, so I have no way to make a payment on this account and it is now having a negative impact on my credit. I have worked my entire life to maintain a strong credit score, and now it is being harmed by a bank that will not accept my payments. I have documentation to backup most of my claims, and would be happy to evidence my claim with anything I have.

Company response to consumer: Closed with monetary relief