Consumer complaint received 2022-04-02
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I initially contacted HSBC 's credit card customer service division early in XXXX via telephone to inform them that there were two credit charges that needed to be placed into a dispute status : 1. XX/XX/XXXX XXXX XXXX XXXX XXXX {$460.00} XXXX. XX/XX/XXXX {$600.00}. I then followed this telephone call with an official letter explaining the reason for the credit card disputes and attached all necessary documents which included some 38 plus pages of shipping/ tracking documents. This was sent via CERTIFIED MAIL USPS Tracking # XXXX. According to the USPS website these letters and documents were delivered to HSBC 's correspondence address of : XXXX XXXX XXXX, XXXX, XXXX  XXXX on XX/XX/XXXX they also had to be signed for.. 

I explained in my letter that these two charges were from two separate orders placed with XXXX XXXX XXXX XXXX. These orders were cancelled via phone with XXXX XXXX XXXX XXXX 's customer service department because I was able to find the merchandise at a significantly lower price. XXXXXXXX XXXX XXXX XXXX did not cancel the orders and ended up shipping the merchandise out in error. They shipped multiple items in multiple shipments. When I became aware of the error I immediately called XXXX XXXX XXXX XXXX and informed of them of their error. I was instructed to simply " refuse '' all shipments and they would issue credits as soon as they received them back. I did exactly as they instructed me. 

XXXXXXXX XXXX XXXX XXXX has had their merchandise back for months now and they have only given me several credits here and there but have not given me the full amounts in dispute as they should. 

I recently received from HSBC a letter dated XX/XX/XXXX where they were forwarding to me the merchant 's response which was nothing more than a nonsensical one line statement that simply said something to the effect of " the chargeback was invalid '' and to see their '' return policies '' and of course a copy of the order stating shipped beside each item. 

I have absolutely no idea what kind of fraud XXXX XXXX XXXX XXXX  thinks they can get away with here but these two chargebacks are VERY MUCH VALID!! I " refused all shipments from these two orders as they instructed me to do. They received everything back months ago accordinhg to all tracking documents and they are saying the chargeback is invalid?? 

In their response to HSBC XXXX XXXX XXXX XXXX didn't include any shipment/trackind documents like I did with HSBC because it would have shown that they received all shipments back as " refused '' by receiver thus making the chargeback disputes very much valid. 

HSBC 's customer service department was contacted via phone at least 10 times today because I kept getting hung up on repeatedly and the representatives said they didn't know what happened to the certified mail documents originally sent in XXXX to the dispute department eventhough I have proof they received everything. They also didn't have any record of any forwarded emails that I sent to their dispute department from XXXX XXXX XXXX XXXX stating that they were going to credit me in full for both orders. HSBC 's dispute department has mysteriously lost everything documents/emails and now XXXX XXXX XXXX XXXX  is trying to commit fraud with these rediculous statements. 

After spending what seemed to be like 3 hours on the phone with HSBC 's customer service department... I got so frustrated I just gave up. They were INSISTENT that I resend all paperwork, which included cover letters, tracking documents etc. but told me they weren't sure what address to have me send it to but to just send it back to XXXX XXXX XXXX XXXX XXXX  They didn't know the dispute department 's address and could not help me at all with addressing these issues. The dispute department gave me a deadline which is XX/XX/XXXX to get back with them if the case needs to be reopened or reinstated or whatever and the case hasn't even been resolved yet. I received no follow up phone call from HSBC 's dispute department and now they are rushing me to respond by the XXXX of XXXX, XXXX and that's only 5 days from today with a two day weekend. Absolutely unbelieveable!!!! 

I ended up typing up a new 2 page cover letter this evening explaining all of these problems and that I was unable to get any help over the phone after 10 plus calls to customer service and that I was simply resubmitting all prior paperwork that had previously been sent certified mail for a total of about 42 pages. This is all being done at my expense and inconvenience of course. I will send this XX/XX/XXXX and pray and hope they receive it by the XXXX of XX/XX/XXXX. 

I am sick and tired of having problems with HSBC 's customer service department and their inability to do anything/give out correct information/addresses/speak to the dispute department and resolve questions from letters we as customers receive. 

When HSBC starts to loose important documents sent via certified mail and then claim they never received them then we have a real problem on our hands. Who's to say they won't loose this next set I'm sending tomorrow. 

I need HSBC 's chargeback/dispute department to call me so we can discuss what we need to do to resolve these issues. Their inability to speak to anyone or take a transferred call from customer service is simply insane!!! 

I DO NOT WANT THESE CHARGEBACK CASES CLOSED FOR ANY REASON FOR THEY HAVE NOT BEEN RESOLVED YET!!!! CASE # XXXX & CASE # XXXX. 



The thing that bothers me the most is that noone seems to know what anyone else is doing at HSBC??????? The customer service department is absolutely oblivious to what is going on in the dispute department and you can never ever speak to anyone in the department to get any follow up assistance or help... .. making the customer feel absolutely helpless. 

I am absolutely disgusted with HSBC. They need to get their act together and get these chargeback disputes resolved. This is costing me time, money and aggrivation and if they would just let the customers speak to the dispute department and stop loosing certified mail sent to their department specifically to help them with these disputes we wouldn't be dealing with this situation. 

The dispute department just can't take the merchant 's response, " the chargeback is invalid '' and " refer to return policy '' as gospel ..... I cancelled these orders directly via phone with XXXX XXXX XXXX XXXX XXXXs customer serv. department they didn't cancel the orders then they shipped out the orders in error. They told me to " refuse '' shipments and I did exactly that and now they are saying that the chargebacks are invalid and to reverse them???? after they have all their merchandise back and showed no proof otherwise. No I don't think so. I'M GETTING ALL OF MY MONEY BACK IN TOTAL FOR THESE TWO CHARGES. They are trying to commit fraud and they are not going to get away with it!!

Company response to consumer: Closed with explanation