Consumer complaint received 2016-06-27
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NY
Product: Credit card
Issue: Delinquent account

Complaint:
I have an issue with my HSBC Platinum Master Card that HSBC has been unable to assist me with. I have n't received my statements since I had paid my last bill of {$730.00} in XX/XX/XXXX. I discovered this when my XXXX XXXX account showed a score reduction on my credit reports. Immediately I contacted customer service to let them know why I had not paid my bill of {$28.00} from what would have been my XX/XX/XXXX statement. Had I known about this, even the next month it would have been immediately rectified. After all who would run up {$63.00} in fees on a {$28.00} bill for spark plugs. While speaking with customer service representative XXXX XXXX, he was eventually able to credit me for XXXX late fee. I insisted on having both credited since this was due to not receiving any statements, and the fact that I have been a loyal HSBC customer with XXXX derogatory information on my accounts for over 11 years. Four of which with this credit card. He then looked further into the matter and advised me that in XX/XX/XXXX I had signed up for paperless statements. I told him that was a mistake, since I do not do any of my banking through the paperless option because it is harder to keep track of. He insisted that it is impossible that I did not request this option and that nothing could be done to assist me any further with the XXXX late fee or with correcting my credit report. 

At my insistence he connected me to a supervisor, XXXX XXXX who after a long discussion agreed to remove the XXXX late fee but refused to address my problem with the credit report. He also was very insistent on making me state that it had to be my fault that paperless was selected and that there was no way any kind of error could have happened. I still stand by my initial assertion that I did not willfully and knowingly sign up for paperless statements which is why further escalated my complaint to HSBC 's executive customer relations department. XXXX XXXX ( XXXX, XXXXXXXXXXXX ) looked into the matter and stated that I had made a payment and selected paperless statements on XXXX/XXXX/16. He further stated that since it was not a bank error there was nothing they can do as per their policy that has been in effect for over 10 years. From my limited internet research I have noticed this is not true, as others have reported getting good will adjustments with repeated complaints to HSBC. 
I was hoping that you may be able to assist mediating this matter with HSBC. This XXXX past due incident has reduced my credit score from being in the excellent range to good, possibly affecting my ability to secure a favorable rate for auto and home loans. There have been no past due/late payments ever until this one on my credit report due to the error or being enrolled into online paperless statements. I 'm curious to whether or not there are others who have faced the same predicament by unknowingly or unwittingly being enrolled into online banking and not receiving a paper statement. I find it funny that I have since received a paper statement from HSBC, which XXXX XXXX states automatically happens when an account is past due. I 'm worried that this may be a predatory scheme where HSBC uses these tactics to increase profits by charging late fees and interest on accounts that only wind up past due because of paperless statement enrollment.

Company response to consumer: Closed with explanation