Consumer complaint received 2017-10-09
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NJ
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I am writing to complain against HSBC Bank USA, N.A. The bank is not protecting their customers from unauthorized charges. I reported unauthorized charges on my HSBC credit that occurred fromXX/XX/XXXX to XXXX XXXX, XXXX statement. I called in on XXXX XXXX, XXXX to dispute total of XXXX unauthorized charges. Here are the details : 1. XXXX/XXXX/XXXX XXXX XXXX {$34.00} 2. XXXX/XXXX/XXXX XXXX  {$4.00} 3. XXXX/XXXX/XXXX XXXX XXXX XXXX {$3.00} 4. XXXX/XXXX/XXXX XXXX {$85.00} XXXX. XXXX/XXXX/XXXX XXXX XXXX XXXX  {$89.00}. 


HSBC 's fraud department canceled my old card & replaced with a new one. They mailed me a form to file out to declare and confirm that I have no knowledge about those charges. I signed & mailed in back on XXXX/XXXX/XXXX. They gave four adjustments on XXXX/XXXX/XXXX, but missing XXXX XXXX  {$34.00}. On XXXX/XXXX/XXXX, those 4 disputed charges added back to my new credit card statement, which is why I called HSBC credit card billing department on XXXX/XXXX/XXXX to inquire. 


The representative who answered told me I need to talk to the billing adjustment department but the department was closed. I was told the billing department closes at XXXX Monday to Friday. I called again on XXXX/XXXX/XXXX at around XXXX but was told that the billing adjustment department was closed and their hours are from XXXX to XXXX. I called again on XXXX/XXXX/XXXX at around XXXX and I was finally transferred to billing adjustment. I ended up being transferred to the fraud department. 


The representative XXXX XXXX XXXX at the fraud department told me that the merchant have my name, my phone, and my address, the products were shipped to my home. I told him that I did n't order anything from those merchants, and did n't receive any shipment. I told him, if he looked at those charges, first try was a few dollars, then charges more two weeks later like a scam. I also told him that with the recent data breaches by XXXX and XXXX, my info might have be stolen. He was not willing to help, he asked to prove that I didnt do business with those merchants. I told him there 's no proof since I DO NOT know those merchants, and the form I signed already stated that I have no knowledge about those charges. He just kept going on but would not assist me on this serious matter. The representative XXXX XXXX XXXX was rude, talked over me, interrupted me. His tone and manner made me felt I was a liar deeply hurting my feeling as a customer. I asked for his name, he spelled to me as XXXX XXXX from the fraud investigation department. I called back on XXXX/XXXX/XXXX and was told investigation closed and I cant dispute again. I asked the agent I want to make a complain about XXXX XXXX XXXX, the agent was like " we do n't have anyone named XXXX XXXX, usually it 's all XXXX names from fraud investigation department. I am wondering even fraudulent name is used within HSBC. Maybe hes the one that stole my info and that 's why he 's so rude over the phone if the idea can be entertained a bit. The agent said she saw the notes on my account and knew whom I spoke to but refused to provide me with his name. She said would file the complain report sent to her manager and will get back to me in 4 days and yet no one contacted me after I patiently waited four days. 



Thank you for your time and utmost attention to this complaint.

Company response to consumer: Closed with explanation