Consumer complaint received 2019-05-30
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
An earlier complaint with CFPB ( ID XXXX-XXXX, dated XX/XX/XXXX ), detailed my substantial efforts to rectify an inexplicable block on online access to my two deposit accounts ( checking and savings ) and a MasterCard credit card issued by HSBC Bank USA, NA. My efforts proved to be an exercise in futility and I requested the CFPB assistance in restoring proper access and benefits of my accounts and to be compensated for the improper actions of HSBC. 
Ms. XXXX XXXX XXXX, VP, Head of Customer Relations at HSBC Bank USA, responded to the CFPB complaint on XX/XX/XXXX, apologizing for the poor communication experience and blaming it on call volumes. She explained the block on my accounts as being the result of the Fraud department needing a copy of my ID and address, even though there had been no irregularities or lost or stolen card, or disputed charges. She offered XXXX reward points ( equivalent to {$50.00} ) as a gesture of goodwill, which does not even come close to compensating me for the hardship and damage to my credit reputation caused by HSBC misbehavior. 
When I contacted HSBC Bank customer service on XX/XX/XXXX I was informed that the credit card had been closed, not just blocked, effective XX/XX/XXXX. XXXX, the same date as Ms. XXXX disingenuous offer of XXXX reward points. 
Subsequently, on XX/XX/XXXX Mr. XXXX XXXX at Customer Relations responded to my phone calls and assured me that my online access to my accounts would be restored and that the late fees assessed to my credit card on XX/XX/XXXX and XX/XX/XXXX were unjustified and would be reversed. As I recall, he also promised to repair the damage to my credit reputation from the delinquency reported by HSBC. 
On XX/XX/XXXX I was able to access my accounts online, but still unable to make online payments to the credit card. I proceeded to close my savings and checking accounts and withdraw the funds into an external bank account. At this point I had completely lost any confidence in the fiduciary responsibility of HSBC Bank USA. 
On XX/XX/XXXX I initiated an online chat session with HSBC customer service after being still unable to make a payment online, and was persuaded to pay the minimum due which would have been a total {$100.00} for the amounts due XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. They have continued to charge late fees on the account. 
I have repeatedly emphasized to HSBC customer service that it was important to me that I should be able to pay online from a verified external bank account instead of mailing a check, or pay over the phone or via a chat session due to security concerns. HSBC appears to be indifferent to that need. 
They have seriously damaged my credit reputation by reporting my account as being delinquent. My FICO score as reported by HSBC has deteriorated from XXXX on XX/XX/XXXX before all this turmoil, to XXXX on XX/XX/XXXX and I am sure it has gotten even worse since that date. This decline can be attributed solely to HSBCs irresponsible behavior. 
I am no longer interested in maintaining a financial relationship with HSBC. At this time, I am only desirous of my credit reputation being fully restored and being awarded adequate compensatory damages. To be candid, they are deserving of substantial punitive damages being assessed on them. 
Regrettably, my 60 day feedback period for the HSBC response to the original CFPB complaint, ended mid-XXXX XXXX while I was still awaiting the corrective actions promised by their customer relations. Hence the need for a fresh complaint in this matter. Thank you for your attention to a situation where a US citizen definitely needs financial protection.

Company response to consumer: Closed with explanation