Consumer complaint received 2018-12-10
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NV
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:
I received an offer from HSBC for a credit card with a promotional 0 % apr for XXXX months. I applied and received an approval letter on XX/XX/2018. I received the card in the mail about a week later and activated it.i called a few days later on XXXX day to process a balance transfer. I was told there was a security hold on my card and I would have speak to security then I was disconnected.i called right back and the recording said they were closed for the holidays.I called back the next day XX/XX/18 security answered the line I explained to them there was a hold on my card.

The rep then said they are not security they are check fraud and transferred me to customer service. Spoke to the CS rep who said she would have to transfer me to security. I told her security just transferred me to you. She said no that was not true then transferred me to security. The rep came on line periodically to check in. After XXXX minutes I told her I could not hold anymore and asked for the hours of operation. She said XXXX to XXXX XXXX   days a week. The next day XX/XX/2418i called the number on the back of my card and an automated system came on and said hours of operation were from XXXX to XXXX XXXX and closed on weekends. Fast forward to today XX/XX/18. I took the day off work to get this settled. I started calling at XXXX XXXX I spoke to and was transferred to several different security people and managers. Each one telling me I had the wrong security dept. I was transferred to a security line for XXXX hours. I started calling on a XXXX phone line and put on hold. This is how bad it was. Calling on XXXX different phone lines telling me I would be in a priority que on one line. The XXXX hour hold on the other line was disconnected. Unacceptable!!! At this point Im on hold now for XXXX hours! I am so disgusted I call back into customer service and tell the rep I just want my account closed ... the rep asks me security questions and then tells me my account was closed on XX/XX/18 for being delinquent on the account.. Are you kidding me????? Ive never even used the card!, the rep then places me on hold to look at my account then hangs up on me.. I call back and after another XXXX   hold I get to customer service. I tell the rep again I want close my account. The rep says to close the account I need to send a passcode.. she sends it. I verify it and she says I will have to speak to security. Not happening because I was on hold for XXXX hours with them. Manager comes on the phone and says I need to talk to security to close my account. It is now XXXX Hours o the phone. When she tries to call security she tells me they are now closed! I WANT MY ACCOUNT CLOSED IMMEDIATELY. I want a letter that you are not reporting my account delinquent and the account is closed. I want the inquiry removed from credit report because you have made it impossible to use my card!,, This is the worst service I have ever experienced.. I also want all the calls listened to and explanation on the deplorable customer service I received.

Company response to consumer: Closed with explanation