Consumer complaint received 2021-10-23
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA
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:
HSBC XXXX XXXX XXXX # XXXX My HSBC MasterCard, XXXX XXXX Credit Card and my XXXX Drivers License that were in my travel bag, while I was traveling through XXXX, went missing. As soon as I noticed, I called HSBC, described the situation, and reported my card as stolen. There were also the following unauthorized transactions on my credit card : XX/XX/2021 XXXX  XXXX XXXX XXXX ON {$9100.00} XX/XX/2021 XXXX XXXX # XXXX XXXX ON {$2.00} XX/XX/2021 XXXX XXXX # XXXX XXXX XXXX {$2300.00} XX/XX/2021 XXXX XXXX # XXXX XXXX XXXX {$330.00} It has not even been 5 days since I reported the unauthorized transactions on my credit card, and my claim was apparently denied by the fraud department, since they say PIN was used. My card does not even require PIN for making purchases. It is CHIP and Signature, not CHIP and PIN. The bank apparently is confusing US credit cards with credit cards they may be offering in other countries. It is very obvious they are denying this claim, without even a basic investigation. This is clearly a violation of Reg Z and the truth in lending act. 


First, it is important to note that all of the transaction identified by me as fraudulent/unauthorized are in fact fraudulent/unauthorized. I did not approve the use of my card. I do not know who used my card. I would like to state that I consider this dispute unresolved, and disagree with the bank 's decision. According to Reg Z, my liability is limited for unauthorized charges, when reported promptly. Hence, I will not pay any of the disputed portion of my credit card bill, and in reporting of my balance onto credit bureaus, I, hereby, request that they mention " consumer disputes this account 's information ''. 

Second, according to Reg Z, the bank must provide me with an EXPLANATION that sets forth the REASONS for which they believe these transactions are valid. I have not been provided with any reasonable explanation. 

Third, According to Reg Z, I must be provided with the DOCUMENTARY EVIDENCE used by the bank in reaching their conclusion. Please consider this my notice in writing for these documents to be provided to me. Refusal by the bank and ignoring of my request is a direct violation of Reg Z and the truth in lending act. 

A police report # XXXX has also been filed regarding these transaction with Officer XXXX, Badge # XXXX. 

Given that a police report that has been filed, under the penalty of perjury, as well as the prompt reporting of the unauthorized charges on my credit card, I would appreciate it, if HSBC could reconsider its decision, re-open my claim, and reimburse me for the fraudulent charges that has occurred on my credit card. If the bank still decides to deny my claim, please provide me with an explanation that sets forth the reasons for the banks belief that the billing error alleged by me is incorrect, in whole, or in part, and please also provide me with copies of documentary evidence that was used by the bank in determining my indebtedness. 


Thank you for your time and consideration. 

Sincerely, -XXXX  XXXX

Company response to consumer: Closed with explanation