Consumer complaint received 2021-06-22
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: ID
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On XX/XX/XXXX I clicked on the a HSBC banking offer to get 3 % cash back ( up to {$600.00} ) for new customers who open an eligible HSBC XXXX checking account with qualifying activities. I opened a XXXX Checking  account and set up direct deposit from my job so that I would be eligible for this promotion. 

When I was looking through my first bank statement I noticed a few cents of interest instead of the 3 % deposit match that I had signed up for. On XX/XX/XXXX I first called HSBC - Was told I my account was eligible for the bonus, I just had to wait for it to post. 

Called again XX/XX/XXXX after the few cents of interest were paid again in XXXX and XXXX Was given a case number and then when I was called back I was told the same thing. I was eligible for the bonus, I just had to wait for it to post. 

Called XX/XX/XXXX - Rep had no record of my previous conversation where I was told I was eligible for the bonus. Was told that someone would contact me. As far as I know and remember, no one reached out to me. 

XX/XX/XXXX - I sent an email to see if I would have better luck with the online team. They sent me this email : " Re : Checking Account Inquiry ( XXXX Message date XX/XX/XXXX Dear XXXX XXXX : Thank you for being a valued Premier customer and for contacting HSBC Bank USA, N.A. 

We understand the importance of your XXXX inquiry about the promotional the account bonus. 

For better assistance with attaching the promotional offer, please feel free to contact us by calling XXXX, initiating a Live Chat with an HSBC agent at XXXX. 

For additional information on the products and services HSBC Bank offers, please visit us at XXXX HSBC has launched a new messaging channel for XXXX users! Messaging through your XXXX app is available at your convenience. It allows you to pause the conversation when needed and easily pick up where you left off. Try out the new feature XXXX. We look forward to servicing your banking needs! 

Thank you, HSBC XXXX XXXX HSBC Bank XXXX, XXXX. XXXX. All Rights Reserved. '' So I called that same day XXXX XX/XX/XXXX ) and was told that I didnt click on the correct button so that wasnt eligible for the bonus. I told the rep that I had a screenshot of the offer I clicked on and she told me that she didnt have a way to receive that screenshot but she would make a case for me and escalate my request. 

Called XX/XX/XXXX. The rep had no record of my case number and I never wrote it down. Was given a new case number : XXXX. After several back and forth phone calls ( XX/XX/XXXX ) I was told to send the screenshot of the offer to the reps boss I clicked on. I sent the email and the screenshot to XXXX. Never heard back from him. 

Emailed XX/XX/XXXX asking about the status of my case. Was sent this email : " Re : Checking Account Inquiry ( XXXX Message date XX/XX/XXXX Dear XXXX XXXX : We appreciate your BankMail with regard to the status of the bonus associated with XXXX Checking account. 

Your request is forwarded to XXXX XXXX XXXX for further assistance. We will contact you shortly with additional information on the status of your request shortly. 

HSBC has launched a new messaging channel for XXXX users! Messaging through your XXXX app is available at your convenience. It allows you to pause the conversation when needed and easily pick up where you left off. Try out the new feature www.us.hsbc.com/abc. We look forward to servicing your banking needs! 

Thank you, HSBC XXXX Team HSBC Bank USA, N.A. XXXX. All Rights Reserved. '' XXXX XXXX XXXX never responded to me. I sent another email XX/XX/XXXX asking if there was a number I could reach him at. This is the latest email and my last correspondence with HSBC " Re : Checking Account Inquiry ( XXXX Message date XX/XX/XXXX Dear XXXX XXXX : Thank you for being a valued Premier customer and for contacting HSBC Bank USA, N.A. 

We appreciate your BankMail with regard to the status of the bonus associated with XXXX XXXX account. 

As per Our Campaign and Promotional Team confirmation, the account did not meet the requirement for the promotional bonus as the account was not opened in the offer page which is required to be eligible for the bonus. As such, your account has been disqualified. 

We apologize for any inconvenience this may cause. 

HSBC has launched a new messaging channel for XXXX users! Messaging through your XXXX app is available at your convenience. It allows you to pause the conversation when needed and easily pick up where you left off. Try out the new feature XXXX. We look forward to servicing your banking needs! 

Thank you, HSBC XXXX Team HSBC Bank USA, N.A. XXXX. All Rights Reserved. ''

Company response to consumer: Closed with explanation