Consumer complaint received 2019-03-12
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Managing an account
Sub-issue: Deposits or withdrawals

Complaint:
RE : Follow-up Complaint against HSBC and branch manager, XXXX XXXX HSBC branch address : XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX Dear CFPB Supervisor : Since I filed my complaint against HSBC bank last month, I am now experiencing harassing and vicious retaliatory actions directed at me by HSBC, led by its branch manager XXXX XXXX. 

I was shocked when HSBC threatened to " close ( my ) account '' and demanded that I provide a " utility bill '' as proof of my address last Friday, ( XX/XX/XXXX ). I told them I did not have such documentation because I live with a partner, and never paid utility. 

HSBC reiterated again today they would NOT accept any other proof -- except for the exact, precise form they knew I did not have : a utility bill. 

I cooperated with HSBC by offering to provide them with a variety of options, such as : updated DMV registration ; IRS records ; pay stub ; and other business documents that have customarily been accepted for proof. I even offered an affidavit from my partner -- but to no avail. 

I have spent countless hours contacting HSBC everyday for " secondary proof '' options. But the local HSBC manager refused to answer. ( Email to XXXX, Friday at XXXX XXXX  ). I have also asked ; but was not allowed to speak with the HSBC manager who demanded this unreasonable " proof '' requirement. 

After two months with this bank, HSBC suddenly wanted to close my accounts. This decision " coincidentally '' came after I filed a complaint with CFPB about HSBC 's unprofessional and unethical practices. 

It is clear that the REAL reason for HSBC shutting me down is so that they could ignore and dismiss the bad acts and grievances I have submitted to the CFPB about them. 

Once I am a " Non-customer '' -- my complaints would be ' '' moot points '' and HSBC would no longer need to address their egregious conduct. Even worse, HSBC might try to falsely portray me as a " bad customer '' to undercut my complaint. 

For the record, I am a XXXX  XXXX with a sterling work and high-score credit history. I have never had any civil/criminal violations. I work hard ; and pay my taxes. There is no reason for HSBC to single me out for a specific " utility bill '' -- except to cruelly harass and punish me in retaliation for speaking out. 

I originally came to HSBC because of a special program they offered : a {$370.00} bonus plus {$100.00} referral to open a checking/savings account. I deposited {$10000.00} usd. I also opened a {$100000.00} certificate of deposit ( CD ) for one year, earning 2.5 % monthly interest. 

I would lose the bonuses and one-year CD interest accrued, totaling approximately {$3400.00}, if HSBC is allowed to deceitfully " close my account. '' This is flagrant customer abuse at its worse -- and it must be stopped. 

In my lifetime of banking, I have never felt so deliberately mistreated and retaliated against, as I have experienced at HSBC. I also have accounts with XXXX for over a decade, where I am a Platinum member ( top tier ) ; and other big-name banks. No bank has ever created issues and demanded " proof, '' as HSBC has done with me. 

I am appalled and exhausted by HSBC 's deplorable conduct to " punish '' and silence me. I would be happy to voluntarily close all my accounts, provided that HSBC compensates me for the applicable bonus and 2.5 % accrued interest I would receive, if I had stayed. 

I urge the CFPB to assist me in resolving this matter as follows : 1 ). Request HSBC to immediately stop their harassment and abusive tactics. 

2 ). See offer above : I would close all accounts immediately with the bonus and one-year interests provided to me. 

XXXX ). If HSBC insists on singling me out and demanding " proof '' -- there need to be reasonable options for " proof '' and reasonable time allotted to answer their demands. 

I look forward to hearing from you and bringing a fair resolution. 
Please contact me with any questions. 




Below is a timeline of latest HSBC incident here : WEDNESDAY, XX/XX/XXXX at about XXXX XXXX- Called HSBC Customer Service to request a ( another ) error be removed from my account. Spoke with XXXX. She said she would notify the local bank manager to correct. 

FRIDAY, XX/XX/XXXX at XXXX XXXX- Received a voice message from XXXX XXXX XXXX at XXXX XXXX HSBC branch . 
She said I must contact her and that HSBC " will close your account. '' FRIDAY, at XXXX XXXX- Alarmed   and confused, I contacted Ms. XXXX . She  requested a utility bill. 
Informed her I do not have a " utility bill, '' but could provide others. 
She said she would check. Never heard back from her. 

FRIDAY, at about XXXX XXXX- ( Total call time : 54 minutes ) Called HSBC Customer Service to inquire. Spoke with XXXX. 
Asked about other documentations I could provide. 
XXXX contact Ms. XXXX at the branch while I was on hold on the phone. 
XXXX said Ms. XXXX told her a DMV registration may work. 
XXXX suggested that I email the local manager to confirm. 

FRIDAY, at XXXX XXXX- Sent mail to Ms. XXXX . 
Asked her if I could submit DMV registration? Never heard back from her. 

SATURDAY, XX/XX/XXXX, at XXXX XXXX Waited all day, hoping to hear from HSBC local branch ; Never heard back. 
Called HSBC Customer Service to inquire about other documentations to provide. 
Spoke with XXXX, operator ID # XXXX. 
She said will check with the " back office '' and call me Monday. 

MONDAY, XX/XX/XXXX at XXXX XXXX  XXXX called and asked if local branch manager contacted me yet? 
I told her I never heard back. XXXX said will speak with Ms. XXXX. 
I asked XXXX to check for alternative documentations? 
She said will check and call me later. 

MONDAY, at XXXX XXXX- XXXX said HSBC 's " back office '' would only accept a " utility bill. '' I asked to speak with someone from this " back office. '' XXXX said she was not allowed to let me speak with the " back office. '' I asked XXXX again for second form of " proof. '' XXXX said she would check. 

Monday, at XXXX XXXX- XXXX told me she had emailed and reminded the branch manager to contact me. 
Asked XXXX to call me back after she speaks with Ms. XXXX. 
Never heard back from anyone.

Company response to consumer: Closed with explanation