Consumer complaint received 2019-12-03
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
I am filing this complaint with CFPB because in the last 60 days I have been unable to receive any response whatsoever to my online and written complaint mailed to the HSBC Executive Office on XX/XX/XXXX at HSBC Bank USA, N.A., Executive Office, XXXX XXXX XXXX, XXXX, NY XXXX concerning the following : In XX/XX/XXXX, I did a Balance Transfer of XXXX ( including transfer fee ) with a 0 % APR until XX/XX/XXXX. In XX/XX/XXXX, I received my first interest charge on a balance of {$790.00}. The interest computations seem correct ; however, on my statement it reads : " Interest Charge on Cash Advances ''. By the way, when I look at my transaction history online at the HSBC website, it reads " Finance Charge Cash Advance '', instead of " Interest Charge on Cash Advances ''. Either way this is incorrect when listed as a Cash Advance. 
I noticed this error on XX/XX/XXXX when making my timely online payment. 
On that same date, XX/XX/XXXX, I contacted HSBC via their chat line. I was told that the Balance Transfer showing as a Cash Advance was a computer error on the part of HSBC. I opened up complaint number XXXX and sent a written complaint to the HSBC Executive Office address listed above. 
In my written complaint, I advised HSBC that I was entitled to an accurate statement reflecting MY transactions. Attached to my written complaint was the chat line conversation that had been emailed to me as documentation. This chat documentation also included the Executive Office address where I was directed to mail my complaint. 
Also included in my complaint letter were portions of HSBC 's own credit card agreement showing that Purchases, Cash Advances, and Balance Transfers are distinctly different transactions. Additionally, according to HSBC 's own credit card agreement, I am entitled to a response to a written complaint within 30 days. So 30 days later when I again went to make my timely online payment on or about XX/XX/XXXX, I called HSBC to follow up on my complaint. I was advised that my complaint would be resubmitted. 
It is now XX/XX/XXXX and I am once again making a timely online payment and, to-date, I have received no response whatsoever from HSBC. As a note, I always make my payments online, although the address to mail payments is : HSBC Bank USA, N.A. at XXXX XXXX XXXX, XXXX XXXX IL XXXX. 
Additional note : In my original letter in the RE section, I indicated the complaint number as XXXX. The correct complaint number XXXX is in the chat documentation attached to my complaint. In my XX/XX/XXXX phone call to HSBC, I was advised of this error and added a notation to my copy of the complaint letter in the RE section. I did not send a new letter to HSBC because they had more than enough information to address and handle my complaint. I have attached a copy of my letter. The original letter was printed out, signed and mailed to HSBC to XX/XX/XXXX.

Company response to consumer: Closed with explanation