Consumer complaint received 2019-06-10
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA
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 submitted a balance transfer of XXXX via web from HSBC to my XXXX XXXX  account on XX/XX/2019. According to HSBC it'll take 10-14 days to processed the transfer. I contacted HSBC 14-15 days later to advised them that I didn't received the fund in my account and that if for some reason it didn't go through that it was okay to just cancel the transfer completely. The representative advised that they will look into the matter and will contact me for a follow up. Few days later I received a letter in the mail regarding issue of the balance transfer including a copy of a check from HSBC sent to XXXX XXXX   referencing a completely different account number. I contacted HSBC right away regarding the letter and advised them that they have reference the wrong account number on the check. HSBC advised that they can not do anything about this matter because the check was already cashed by XXXX XXXX. In addition, they have advised to contact XXXX and have them re-route the fund to my account if it was incorrectly applied to a wrong account and that they can not further assist me. 
The following week, Monday morning I walked-in to a XXXX branch and spoke to a branch manager regarding my situation. She assisted me in searching for the account number that was indicated on the copy of the check proven that it wasnt any of my account with them. Furthermore, she submitted an internal ticket within the bank about this matter. I asked I she could re-route or transfer the fund from that account to mine she advised that she cant process such transfer of fund because I do not have any of information on the copy of the check. She promised to follow up with me before the end of the week in regards to the ticket she submitted. The branch manager contacted me Friday morning and advised there wasnt any luck in finding any information about the balance transfer and provided me a contact number for the XXXX claim department for further assistance. I right away contacted the number given to me by the branch manager. I spoke to a representative and advised her of the issue that Ive been dealing with. The representative advised that they can not process transfer fund from one customer to another. She advised to contact the bank manager who Ive been speaking with that she would be able to contact the client/customer of the account number indicated on the copy of check and get a verbal confirmation if the balance transfer received on their account was valid or not. Again, right away contacted the branch manager and advised her what the claim department told me. She right away, advised me that shell do her best and will contact the customer and follow up with me as soon as she can. Later that afternoon I received a call from the manger and she confirmed that the customer with the account number on the copy of the check was another mutual customer of HSBC and XXXX and that person had also made a balance transfer from HSBC to Chase. Then thats when realized HSBC had sent me one of their customers proof of balance transfer. Also, the check was dated XX/XX/2019 which obviously can not be the check that HSBC claimed they've processed as my balance transfer fund to XXXX, the fact that I requested the fund transfer online on XX/XX/2019. 

I've reached out to HSBC and advised them of the facts and requested them to find out what happened with the balance transfer. I have expressed my concern with HSBC about the re-payment which according to my statement first payment due on XX/XX/XXXX and how I felt that I shouldnt have to make any sort of payment until this issue is resolved but at the same time I was extremely concerned that itll greatly affect my credit score. This has been the most stressful situation Ive ever experience. Ive been contacting HSBC once or twice a week to get an update on this issue, unfortunately I havent heard back from the credit card company in regards to solving this matter.

Company response to consumer: Closed with explanation