Consumer complaint received 2022-02-15
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I opened an HSBC Credit Card back in XX/XX/XXXX and used it on Vacation that same month. When I returned i did not receive a statement and was not able to login online to make a payment. Got errors saying login failed, and could not reset password. I tried several times, and still could not access my account. A month went by and I get a call from HSBC saying that my account has been closed for non-payment and that is why I could not access the account, and demanding payment in full. After arguing that my account should not be closed because HSBC made no attempt to contact me to tell me I was late, HSBC responded that it was not their company policy to contact customers if late, via phone, mail, text, nor email. I conveyed that I was not able to pay the full amount, but I would gladly make payments. I set up a payment arrangement and the payments continued for 6 month, and then HSBC called back saying I was late again. I asked how I was late when we had set up a payment arrangement and they were taking payments from my bank account. The HSBC rep said that their system only allows payments to be set up for 6 months at a time. So I set up another 6 months and this continued with no communication from HSBC for over a year. I recently got a call in XXXX saying I was late again and needed to pay a late fee and a past due amount. I made an arrangement to pay {$41.00} and then pay a one time payment of {$78.00} on XX/XX/XXXX, and then {$75.00} on XX/XX/XXXX thru XX/XX/XXXX. Two days later I noticed that HSBC had charged my checking account the planned {$41.00}, and also two additional Charges of {$78.00} each, which overdrafted my checking account. I called and demanded they reverse the two {$78.00} charges that I had not authorized, and refund the late fee, which they did. Then I set up the 6 month payment arrangement again with them on the phone and was assured that it would come out as planned this time. On approximately XX/XX/XXXX, HSBC called me to inform me I was past due by {$110.00} and demanded payment then. I explained that I had a payment arrangement and why did HSBC not take the payment as agreed on XX/XX/XXXX. They reviewed the notes and explained that they made an error and would correct it if I paid the {$110.00} that day. I refused and told them I would pay the {$78.00} as agreed and that normal payment XXXX should resume on XX/XX/XXXX in the amount of {$75.00}, and continue on the XXXX of each month, now thru XXXX as they could do 6 months at a time. We agreed and she assured me that normal payments would continue on the XXXX thru XXXX and no further arrangements needed made. Now on XX/XX/XXXX, HSBC calls me at work ( on my cell ) and notifies me my account is past due and I need to pay {$110.00} and I have missed my XX/XX/XXXX payment, so a late fee on top of my regular payment is due them. I was angry and told the woman that I had an arrangement that XXXX constantly screws up and to check the notes on the account as I am not paying a late fee because XXXX did not process my payment. Today I got an Credit report alert that HSBC has marked my account 30 days past due, causing my credit score to drop by XXXX points on one bureau. I would like HSBC to honor the payment agreement, remove the late status on my account and remove late fees, and correct my credit report.

Company response to consumer: Closed with explanation