Consumer complaint received 2022-06-02
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: OK
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:
On XX/XX/XXXX, I emailed the credit card dispute department and advised them that I didn't receive what I purchased on XX/XX/XXXX, and that I'd like to dispute the charge, after contacting the seller and advising them that I would like to return the item and receive a refund. I attached pictures of what was ordered and what was received. 

The credit card company responded by sending me a correspondence dated XX/XX/XXXX, requesting that I provide them with a letter from a professional beautician  attesting to my claim that I didn't receive what I paid for. 

On XX/XX/XXXX, I submitted a letter from the beautician who attempted to install the wig, along with pictures of what I ordered and what I received. 

I received a letter dated XX/XX/XXXX, advising me that I received a provisional credit. 

Then, I received a letter dated XX/XX/XXXX, stating that the company responded with proof that they shipped the item and that I would need to respond by XX/XX/XXXX, with additional documentation, and to request to reinstate my dispute. 

I called HSBC bank on XX/XX/XXXX and spoke with XXXX who informed me to email the credit card dispute department and reference Case ID : XXXX. I emailed the same documents, including a statement from a licensed cosmetologist to the dispute department. 

After resending the information to the credit card dispute department, on XX/XX/XXXX, HSBC charged the {$140.00} back to my account. 

The dispute department has never tried to contact me by phone or email. And there's no way to contact them other than to contact Customer Service, whose absolutely no help. They can only read the letters the dispute department mailed me, that I already have in my possession. It's beyond frustrating. 

I contacted HSBC on XXXX and spoke with XXXX, on XX/XX/XXXX I spoke with XXXX, on XX/XX/XXXX, I spoke with XXXX, on XX/XX/XXXX, I spoke to XXXX, on XXXX, I spoke with XXXX, on XX/XX/XXXX, I spoke with XXXX, on XX/XX/XXXX, I spoke with XXXX, on XX/XX/XXXX, I spoke with XXXX and ( allegedly her escalation mgr. ) XXXX. He was XXXX  and kept speaking over me, I begged him for the correct Case ID number for over 10 minutes. He kept insisting that he didn't understand my question ( what my Case ID for {$140.00} ) is. My XXXXXXXX asked why he wouldn't provide me with it. He put me on hold several times with only silence, no music, while he attempted to locate the Case ID, allegedly. 

I called back on XX/XX/XXXX and spoke with XXXX, and her manager-XXXX just to confirm what the correct Case ID should be. 

On XX/XX/XXXX, I emailed the same documents to them and explained ( again ) that the dispute was regarding what I paid for and what I received, and that my dispute was never that I didn't receive the merchandise. They didn't read/pay attention to my dispute or they would know that the dispute wasn't regarding that I didn't receive the merchandise. 

This is deplorable that there's no means of contacting the dispute department other than emailing them and waiting for them to correspond via mail, which takes weeks. What's even worse is that their Customer Service is incompetent and can't even reach the dispute department.

Company response to consumer: Closed with explanation