Consumer complaint received 2020-02-24
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX i found out that there are multiple unauthorized transactions ( in store shopping at XXXX and XXXX and ATM withdrawals amounting at {$83.00} daily ) made using my ATM card with dates from XX/XX/XXXX-XX/XX/XXXX totalling to $ XXXXI immediately called my bank and reported the issue. They cancelled my card right away and was told that my problem will be forwarded to their Fraud team. XX/XX/XXXX i called the bank and followed up my case- was then told that my complaint was denied- said that the transactions were all authorized by me. I was asked if i lost my card- i said i didnt. I was also asked if i shared my PIN with anyone- i said i didnt. Then i asked them if these were the reasons why my case was denied- the person just keeps telling me to just file a police report so that my case can be re opened. I filed a police report at XXXX Police on the same day. I even went to XXXX XXXX branch where 3 transactions amounting to {$250.00} three times minutes apart ware made. The store manager was kind enough to show me the footages of the CCTV on the date and time when my card was used ( accdg to the bank statement copy ) I saw 3 different people doing the transactions with an actual card by swiping it at the cashiers. I was also referred to a guy named XXXX XXXX who is the overall XXXX relations VP of the bank. He said he will help me re open the case- he got my bank details and said he will personally re open the case for me. When i asked him if i needed to follow up with the bank- he said he will take care of it. This was XX/XX/XXXX. Days passed and i have been following up with Mr XXXX- all he will tell me was- let me call them and find out whats happening. I even gave him the copy of the police report so he can give it to the banks fraud team. XX/XX/XXXX i texted him again but never got a txt back anymore. I then called the bank on XXXX XXXX and spoke with one of their Fraud team representative named XXXX. I was informed by him that my case hasnt been re opened because they were waiting for the police report they required me to get on the last time i spoke to them last XX/XX/XXXX. There was no XXXX XXXX that reopened the case for me. I was so disappointed as 3 weeks was wasted coz somebody pretended to be helping me. So case was re opened again on XX/XX/XXXX. I send the copies of the police report to this guy at the fraud team department named XXXX through email. I even called him afterwards on tel # XXXX to make sure that he received the documents and he said he did. Weeks passed and i never heard anything from them. XXXX XXXX i called and follow up my case. The rep said its being reviewed by their fraud team. I asked what has the fraud team done so far bec its been almost a month since my case was re opened. The lady i spoke to has just been telling me that my case is being reviewed without any details of anything that they have done to my case. I even requested to speak to XXXX as he was the person that knew my case. I was told that they will let him know so he can call me. I never received any call from him. I decided to email the banks fraud team ( XXXX ) 2 days after- told them that i will forward my case to Consumer financial protection bureau but up to this time- none of them has reached out to me. Its not even my fault but this bank is giving me a hard time, fraud team has a responsibility of detecting suspicious card transactions but this was never done by them. I was even told that until they are finished with the investigation, the money that was stolen will never be returned. How unfair is that.

Company response to consumer: Closed with explanation