Consumer complaint received 2017-04-05
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
HSBC ran their " XX/XX/2016 Fall Campaign '', where they were offering {$350.00} for opening a new account and satisfying various requirements. The exact wording of the offer is below ( I have also attached a copy of the offer from their website ) : Open your new account Begin a new HSBC Choice Checking, Advance or Premier relationship by opening a corresponding HSBC checking account from XXXX XXXX, XXXX through XXXX XXXX, XXXX. 
Complete your qualifying activities Pay at least two bills per month from your new HSBC checking account via HSBC 's online Bill Pay for three consecutive months within 120 calendar days of account opening. 
OR Receive at least one qualifying direct deposit per month into your new HSBC checking account for three consecutive months within 120 calendar days of account opening. A minimum cumulative amount of {$3000.00} is required. 

I opted to go the direct deposit route to qualify for my bonus. My account was officially opened on XXXX XXXX, XX/XX/2016 ( copy of the official welcome email from HSBC on this date is attached ). That means 120 calendar days from XXXX XXXX, XX/XX/2016 is XXXX XXXX, XXXX. I received direct deposits totaling {$3000.00} for three consecutive months BEFORE XXXX XXXX, XXXX ; however, HSBC is refusing to honor the terms and conditions of their offer. Below are the qualifying transactions ( I have also attached a copy of my bank transaction activity for the relevant months ) : XXXX/XXXX/XXXX {$500.00} XXXX/XXXX/XXXX {$500.00} XXXX/XXXX/XXXX {$500.00} XXXX/XXXX/XXXX {$500.00} XXXX/XXXX/XXXX {$500.00} XXXX/XXXX/XXXX {$500.00} These deposits were in three consecutive months and total {$3000.00}, and they were all completed before the cutoff date of XXXX XXXX, XXXX. The terms and conditions of the offer state the bonus will be awarded approximately 8 weeks after completing all offer requirements. After giving ample time for HSBC to credit the bonus, I sent a secure " BankMail '' on XXXX XXXX, XXXX to inquire on the status of my bonus. A representative responded that I did not satisfy all requirements for the offer, to which I responded by clearly demonstrating that I did by laying out everything as I have done here. My inquiry was escalated for weeks before finally receiving a response today, stating again, that I was not eligible because I did not satisfy all requirements. I have attached a copy of this BankMail from today. 

In this BankMail, the representative again reiterates the requirements of the offer and why I am not eligible for the bonus. Their reasons are factually incorrect as I have already relayed to them multiple times, and as I have just outlined above. Again, I received direct deposits totaling {$3000.00} for three consecutive months XXXX XXXX, XXXX, XXXX XXXX before the deadline of XXXX XXXX, XXXX. I have given the bank ample time to resolve this issue before resorting to submitting a CFPB complaint. The bank is using false reasons to delay or resist rightfully awarding me the bonus. Please have HSBC credit the {$350.00} bonus per the terms and conditions of their offer.

Company response to consumer: Closed with non-monetary relief