Consumer complaint received 2019-02-11
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
In XX/XX/XXXX, I received a credit card in the mail, that I did not apply for. 
As soon as I got the card in the mail, I called the company, HSBC XXXX, to report fraud. This was on XX/XX/XXXX. I spoke with XXXX, in the fraud department and she said she would close the account and gave me a fraud claim reference number, # XXXX. Later, I received a letter regarding a returned check for {$9900.00} from the same account. I called again on XX/XX/XXXX and spoke with XXXX to file another fraud claim and ask why the account wasn't closed. He assured me that they already " flagged '' this account as fraud, that no charges went through successfully and I was not liable for any activity. 
I then filed a claim with the FTC, ( Federal Trade Commission ), right away and sent a follow up letter to HSBC XXXX on XX/XX/XXXX, that I printed from XXXX. I also filed a police report, with the Police Department, I have the case number when needed. 
In the end of XXXX, I received a statement showing multiple charges, starting with a deposit on the card for {$9900.00}, the same amount as the first attempted withdrawal ( in the form of a check ) and first charge I disputed. ALL of the the credit card charge details show the same thing, " Medical Purpose XXXX Debit HSBC XXXX '' to a XXXX XXXX XXXX XXXX. This obviously is a serious warning sign for any credit card company as fraud and to freeze the account. The credit card charges and dates are as follows : XX/XX/XXXX - Opening Balance = {$0.00} XX/XX/XXXX - Deposit = {$9900.00} XX/XX/XXXX - Withdrawal = - {$4300.00} XX/XX/XXXX - Withdrawal = - {$4700.00} XX/XX/XXXX - Return of Deposit item = - {$9900.00} XX/XX/XXXX - Return of Deposit item = - {$9900.00} XX/XX/XXXX - Chargeback Fee ( 001 Items ) = {$10.00} XX/XX/XXXX - Chargeback Fee ( 001 Items ) = {$10.00} XX/XX/XXXX - Interest Paid from XX/XX/XXXX thru XX/XX/XXXX = XXXX XX/XX/XXXX - Ending Balance = - {$18000.00} As I mentioned, I called to report fraud and closed this account. ( or so I thought ). This company never filed a dispute and allowed charges to go through under another name in another country. Not only that, I did not receive these statements until XXXX. 
When I received this statement, I was livid. I called to dispute again on XX/XX/XXXX and spoke with XXXX. He was no help and could not answer simple questions, like " Why '' and " How ''? Nor could he find the fraud case number I was originally given. 
I asked to speak to a Manager, she was honestly no better, her name was XXXX ( pronounced XXXX ). She located the case number, but could not explain why the account was never closed. I explained that the second rep I spoke with in XXXX, XXXX, said they flagged the account and that no charges could go through. The reps kept telling me not to worry, as " I wasn't liable for any of these charges ''. As if that makes me feel at ease, that someone can open a credit card in my name and rack up over {$18000.00} worth of fraudulent charges. Also, it DOES effect me when it goes to collections and brings down my credit score. No one would listen to me, assist me, or answer the simple question of how could this happen and I need a reference number showing this account is actually CLOSED this time. She would not give me a reference number, she said she can not do that and could not even explain to me as to why. I insisted she give me something before I got off the phone and asked for her employee number, she gave me the spelling of her first and last name, " XXXX XXXX '', wich she said would account for the reference of the conversation, as it was being recorded. ( I really have no way of knowing that ). 
I received a few other statements, showing the same amount owed. - {$18000.00}, and stating that they were now " closing the account '' due to non-payment. I could not follow up with Identity theft, due to the Government shut down, the site too was shut down. Once back up, I am following up on the claim. I printed another letter to HSBC from the Identity theft website and will mail it today. I have already spoken to 4 different representatives at HSBC, which got me no where. It it pretty clear that they did nothing so they could let the charges build up, get their money and move it to a collection agency. I am at a loss for how to move forward. I am thinking to get a lawyer, as this company was more than negligent and could have prevented all this from happening. I also do not want this to happen to anyone else. Please contact me, and advise me on how to move forward. 
Thank you. 

P.S. I HAVE COPIES OF ALL STATEMENTS, NOTES, ETC. AND CAN PROVIDE. This site says not to put anything personal, so I will wait to send to the correct person ( s ).

Company response to consumer: Closed with explanation