Consumer complaint received 2018-04-27
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I applied for an HSBC XXXX XXXX on XX/XX/XXXX, was approved, and sent a card on the XX/XX/XXXX of XX/XX/XXXX.

I activated it in XX/XX/XXXX and I purchased goods from XX/XX/XXXX to XX/XX/XXXX, total cost of the goods was {$150.00}.

HSBC then locked my card/account. They also locked me from making a payment.

I contacted them through their online chat twice, the last time XX/XX/XXXX. Both times they were unable to help and they told me to contact their security team, the phone number they gave me was XXXX.

I called it. It asked for my card number, I entered it, it couldn't read it, so it connected me to an agent, who could not hear me.

So I hung up, and called again.

This time the automated machine picked up my card number but not my PIN number. So again I was transferred to an agent, who could hear me, but then after telling me he would transfer me to the proper department, simply transferred me back to the automated machine, which asked for my card number all over again.

So, I hung up a 2nd time. 3rd call Next time I called, the machine accepted my card number and my PIN, and an agent transferred me to the proper department. After waiting on hold for 45 minutes, the agent came back on the line and asked if he could schedule a callback for sometime in the next 48 business hours. I said I can't do that because I need to make a payment on my card for the due date of XX/XX/XXXX, the day of these calls.

After a further 15 minutes of waiting, the agent again came back on the line, and finally transferred me to the proper department.

I talked to a man named XXXX or XXXX, I believe ( he slurred his name ). He asked me for my card number and my name, I gave him both.

He put me on hold for another 15 minutes.

When he came back, he told me that he would not be able to unlock my account because they needed further verification, specifically my Driver 's License. This is where I lost it and spoke rudely.

He then asked me to confirm my email address. I did, he sent me an email. I asked him if I could take a picture of my license with my phone and send it in through the email. He said I could.

I read the email. Here is the intro : " Dear XXXX, Thank you for your application. We need to obtain the following information from you in order to continue to process your application. '' What application? I'm not applying for a new card. They've already approved me. They sent me a card. They didn't ask for my license when I applied. I made purchases for 10 days and had the card fromXX/XX/XXXX-XX/XX/XXXX with no problems. They let me activate the card. Why do they need my license? I have 10+ other credit cards and none of them have ever asked for my credit card?

The agent asked if I'd like to visit a branch. I told him I'm in Colorado. He told me HSBC doesn't have branches in Colorado ( I haven't verified if there are HSBC branches in Colorado ). I was so frustrated and felt like HSBC was untrustworthy, and being frustrated I hung up.

Regardless of all my objections to HSBC 's practices, I still need to make my payment.

So I responded to the email, attaching my driver 's license. I listed the reference ID they gave me in the email in the subject line, and gave them my card number, name, and the basic info of the situation, and stated that I wanted my account unlocked.

They have not unlocked my account, I can not make the payment to the account. They have also not responded to the email. I don't trust HSBC or their employees, and now they have my Driver 's License ID as well, and I am honestly afraid that my personal identity may be at risk.

Again, I just want to pay my bill. That is all.

I didn't want to do this complaint but I feel this is my only option.

Company response to consumer: Closed with explanation