Consumer complaint received 2023-06-20
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
I purchased an XXXX in XXXX with a loan from HSBC BANK XXXX XXXX Sometime in XXXX or XXXX, I paid off the loan and placed the ATV on non-op with the XXXX DMV. Recently I have fixed the XXXX  and went to register it to find that I still have a lien on the title from HSBC BANK XXXX XXXX. The DMV  said that I will need a lien release from HSBC BANK XXXX XXXX. Below is a summary of the times I reached out to HSBC USA ( took over HSBC BANK XXXX XXXX ) and the outcomes. 

XX/XX/XXXX : Called HSBC USA and was given an email address ( XXXX ) to send details regarding my request. I sent a .jpg image of the vehicle registration to the email address and asked for them to look into the title / lien release. I was told I should have a response within 4 to 5 days. 

XX/XX/XXXX : Follow up email sent asking for an update. 

XX/XX/XXXX : Called HSBC again to follow up and was given a timeframe for response of 7 to 10 days, which has elapsed as well. 

XX/XX/XXXX : First response from XXXX ( XXXX XXXX XXXX ) saying they could not open the attachment and to send them : Registered owners name, Year, Make and model, VIN and Requestor name and Mailing address to send the lien release to. I responded with all the requested information that day. 

XX/XX/XXXX : Email from XXXX ( no person named ) asking for Registered owners name, Year, Make and model, VIN and Requestor name and Mailing address to send the lien release to ( again ). The reply had the original picture of the registration in the body of the email, which has all of the requested information as well. I replied back that day saying this is the 3rd time I am now sending them the information but again, give them all of the details they are requesting. 

XX/XX/XXXX : Email from XXXX ( XXXX XXXX ) asking for Registered owners name, Year, Make and model, VIN and Requestor name and Mailing address to send the lien release to ( again ). I reply that day stating this is now the 4th time sending the information but yet again, send the details in the body of the email. I get a response from XXXX XXXX XXXX stating : " We are sorting all No interest letter request from XX/XX/XXXX to XX/XX/XXXX. If you send multiple request during this period. Youll be receiving responses for all the emails you send especially if details provided are not complete. '' This email showed all of the details I had sent them early in the day with all of the information they were requesting ( Registered owners name, Year, Make and model, VIN and Requestor name and Mailing address ). I replied with " I am not sure what that all means but can you now confirm you have all of the details you need? As I mentioned, I have sent all of the information 4 times now. I did not reach out till XX/XX/XXXX originally with this information, then again on XX/XX/XXXX, followed by the same request on XX/XX/XXXX and yet again this morning. '' XX/XX/XXXX : I called HSBC USA to follow up on this matter. I was on the phone with them for an hour and ended up talking to a virtual assistant in another country who was chatting with XXXX XXXX XXXX about all of the emails she or no one else had looked at where I provided all of the requested information. XXXX then replies to my email with " I have responded to the representative you speak with last time. Please see attached email and request. '' Although, nothing was attached to the email. After speaking to a manger of the call center, we finally got XXXX to figure out how to attach a letter to an email ( attached ). I took the letter to the DMV and was told it will work if it is notarized and an original is submitted. 

XX/XX/XXXX : Sent email to XXXX stating that the DMV needs a notarized document and that the year of the vehicle was wrong ( XXXX instead of XXXX ). I received a reply from XXXX XXXX XXXX stating " Our No interest letter does not require signature or notarization. '' I took this to the DMV and was given form REG 166 and told that HSBC will need to fill out, notarize and send me the original document. I pre-filled out REG 166 with my information and the vehicle information and sent it to XXXX. 2 hours later, I receive an email from XXXX ( XXXX XXXX ) stating : " HSBC is required by law to retain account records for 7-years. I understand your concerns were addressed with our Customer Service team on XX/XX/XXXX. Enclosed is a copy of the letter sent to you on XX/XX/XXXX in response to your request for a lien release. Im sorry for any inconvenience you may have experienced. Since there is no record of bank error, we respectfully decline your request for compensation. '' I replied : " My concerns have not been addressed and I am not sure exactly what prompted your email as I sent the below message to your titles team 2 hours ago. No letter was sent to me on XX/XX/XXXX, rather this letter was pre-dated, the titles team doesnt know how to attach a file to an email or you have the wrong information. It is my understanding that HSBC US and HSBC BANK XXXX XXXX  are one of the same origination at this point and HSBC BANK XXXX XXXX  is still a lien holder on my title. I continue to be talked to and sent messages that are only circular arguments that make no sense. The DMV will only accept a notarized document ; your no interest letter may not require notarization but the DMV has their own, which coincidently, needs to be notarized. Please see attached for REG 166 ( that I have pre-filed with the correct vehicle information ), fill out section 3 on behalf of HSBC BK XXXX XXXX have the form notarized and mail me the original. If you can not view the pdf attachment, you can find the form here : XXXX XXXX XXXX '' I am getting nowhere with this and need someone above HSBC and their internal teams to get a resolution here. At this point I feel that HSBC is abusing their power over the situation to the point of harassment ( a behavior which is intended to trouble or annoy someone, for example repeated attacks on them or attempts to cause them problems ) and insanity ( doing the same thing over and over and expecting different results ). Along with all of the email exchanges, I have had multiple phone calls ( that all went nowhere ) and made multiple trips to the DMV  to try to get this taken care of. I am not sure what else I can do as XXXX DMV is requiring a notarized document and HSBC is refusing to release the title or notarize the document.

Company response to consumer: Closed with explanation