Consumer complaint received 2021-09-22
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
To whom it may concern : I spoke with a representative from the security center of HSBC bank on Saturday XX/XX/XXXX. This representative told me that they would expedite shipping of a lost or stolen credit card to overnight shipping. I informed this representative that I was prepared to pay the extra fee for overnight shipping, and they assured me that while it was a Saturday and overnight shipping may not be available until Sunday, the card would be expedited to overnight shipping. On XX/XX/XXXX, I spoke with a representative via the chat service on the HSBC app. This representative told me that they had no record of my Conversation on the previous day, which was highly concerning. I am happy to send you a record of this conversation if that is helpful. The next day, on XX/XX/XXXX, I spoke with another representative via HSBC chat online who also said that they had no record of this conversation that I had on Saturday. Both representatives informed me that overnight or expedited shipping are not some thing that the bank is able to accommodate and its not possible, in direct contradiction to what the representative I spoke with on Saturday shared with me. Based on these conversations my belief is that the representative I spoke to on Saturday both misled and lied to me, and perhaps failed to record our conversation or make note that my card has been lost or stolen. This causes another concern for a lost card being continually used after it has been lost and potentially stolen. I spoke with a representative on the phone again named XXXX XXXX XX/XX/XXXX. While XXXX was unwilling or unable to provide an employee ID she did provide her extension which is XXXX. XXXX was much more understanding than the other two representatives but also shared with me that overnight shipping is not an option and that I was misled or lied to by the original phone representative that I spoke with. The conversation was recorded as per HSBC policy as they shared with me when they call began, so this can be validated if you are able and willing to listen to the recording. The original representative that I spoke with and had the initial filing conversation began at XXXX on XX/XX/2021. 
Finally, and in a separate issue that has also been discussed with XXXX from HSBC, I have been in a back-and-forth conversation with both HSBC representatives and my personal legal team who have reviewed the policies of a special offer that I signed up for prior to opening a checking account at this bank. I never received the bonus cash incentive for opening a checking account despite meeting the qualifications as my attorneys have agreed on based on reading the disclosure surrounding the bonus opportunity. I have tried to avoid involving my attorneys on a formal level up until this point, but if this issue persists then I have no choice but to seek mediation with the bank due to their repeated miss information reported to consumers. An HSBC chat representative Informed me after several incidents of me reaching out seeking more information on this bonus that a claim has been filed and would be updated shortly. XXXX informed me that after months, I believe approximately 16 weeks and possibly more, no updates had been made to this claim. This leads me to believe that further negligence on the side of the bank has been committed. 

I am more than happy to provide documentation of chat conversations, and it is my understanding that HSBC has documented recordings of phone conversations. Between the two of these sources as well as my testimony, I hope that we are able to reach a resolution. If not, my attorney is prepared to continue pursuing action. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation