Consumer complaint received 2018-05-02
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX I received a text message @ XXXX ( Free hSBC Fraud Msg : Did you charge XXXX {$1.00} SQ? Reply YES or NO. HELP for help or call XXXX. STOP top all card fraud alerts. 
I did not respond to it due to receiving hacked messages stating the message was from XXXX. 
I received the same text at XXXX, and that is when i decided to contact the bank. I called XXXX and asked to be connected to the Frauds dept. They cancelled my XXXX credit card, and instructed to call XXXX ( which was the wrong phone # for the credit card frauds dept. I also inquired the dates, times, amounts and location XXXX XXXX ) that the card was used. 
I was informed that the charges started on XX/XX/XXXX. 
XXXX XXXX XX/XX/XXXX {$36.00} XXXX XXXX XX/XX/XXXX {$36.00} XXXX XXXX XXXX {$80.00} XXXX XXXX XX/XX/XXXX {$77.00} All of the above charges went through XXXX charges were dropped from the account ( i think they'd max 'd my XXXX out. 
XXXX XXXX {$760.00} XXXX XXXX {$160.00} ( i Did receive a text regarding this last charge via text Free HSBC Fraud Msg : Did hyou charge XXXX {$160.00} XXXX XXXX XXXX? Reply YES or NO. HELP for help or call XXXX. Or STOP to stop all card fraud alerts. 

I contacted all the business 's ( except XXXX XXXX, you had to go on line for that one ) that my card had be illegally used and informed them that my bank would be in contact with them, I also contacted XXXX XXXX Police Dept XXXX to inquire what i would have to do to fill criminal charges. The desk officer informed my that the bank would need to acquire a Fraud affidavit from my bank. 

I went to the branch office in XXXX & requested a copy of my credit card charges on XX/XX/XXXX and spoke with XXXX ( XXXX ) & XXXX XXXX XXXX XXXX, District Manager stated that they would being the paperwork. ( XXXX. 
I had to made serveral calls to obtain the report, and the Branch manager had to intervine in my behalf. 

XXXX sent XXXX charge ( XXXX XXXX ) and the manager after XXXX XXXX on the phone with the frauds dept. XXXX XXXX stated that the customer came into the branch and obtained a copy of her XXXX charges. Only after this information was disclosed to the rep, agreed to e-mail XXXX XXXX a updated Fraud claim form, and i was instructed that i would be able to take this form to the local police dept. 

I filled the form out and, went to XXXX XXXX Police dept. only to be informed that the enclosed form wasn't the correct form. 

I also received ( see copy of a promotional APR offer dated XX/XX/XXXX 3 days after cancelling the credit card account ( with enclosed blank checks ) in the name of XXXX XXXX ( which is not my legal name ) I brought this to the attention of the Branch Manager, and XXXX @ the frauds dept ( via 3 way call.

Both employee 's informed me that i would not be entitled to that offer on my new XXXX #, however, i would be able to use the blank checks ( on the closed account, and to sign the checks as XXXX XXXX. 

I also want to include that i had opened up a saving account in XX/XX/XXXX, and was given a passport saving booklet, however the account belonged to another customer ( but in my name, XXXX XXXX XXXX ), and after calling XXXX to obtain the interest earned, i was informed that that account # belonged to someone else. I returned the booklet, and was given another account ( i was a little leary because the account # re-issued to me had my whole date of birth XXXX # XXXX XXXX. 
And lastly, in XX/XX/XXXX I was informed that all of my personal information regarding my Home Equity loan had ( by error ) been sent to the cyber world. 

I have also contacted my Life Insurance company, and my union ( XXXX XXXX ) to have alerts put on my accounts ( so no money can be assessed, and i will be contacting all of my store credit cards to put an alert on them. 
I will be going to XXXX XXXX Police Dept on XX/XX/XXXX to file criminal complaint. 

Enclosures : 2 copies of HSBC Fraud Claim Form ( s ) 1 copy of Promotional APR + the 3 blank checks copy of Chargeback information ( XXXX 6 pages, which includes thief 's cell phone # - this is a pre-paid account, and was opened on XX/XX/XXXX @ XXXX )

Company response to consumer: Closed with explanation