Consumer complaint received 2019-05-20
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
HSBC opened line of credit and received physical card along with all other documentation- I WAS DENIED ANY ACCESS TO THE ACCOUNT - USAGE OF THE LINE OF CREDIT - UTILIZATION OF ADVERTISED OFFER - WAS ALSO REFUSED ANY ASSISTANCE WHAT SO EVER *****UPDaTE XX/XX/2019 Since FAILING TO GET TO GET HELP FROM ANY AGENCY- the account was closed without my authorization - I am still receiving writable checks and other advertisements regarding the account via physical mail - later got a one lined letter simply stating : " this account has been terminated '' I am RE-FILING this COMPLAIN - because I am sure the person I spoke to at CFPB with the NASTY attitude deleted my initial submission -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Journal of events : HSBC ACCT # XXXX To whom this may concern : This account was approved and opened on XX/XX/19 I chose this card offer for the advertised balance transfer incentive. 
I have been receiving offers for this credit card at my home address for over 8 months from HSBC Since XX/XX/19 I have been trying to contact HSBC and have been given misinformation on every attempt Today XX/XX/19 I am still unable to access my account, line of credit, and have no indication if a submitted balance transfer is going to be processed I have been denied other financial opportunities and am unable to pursue other personal finance actions at this time HSBC makes it impossible to access your online account without the issuing of an EBN # AND A 6 digit code that is not provided automatically through email and is not provided with the information accompanying the physical credit card packet in the mail. The only way to obtain this information is to call the customer service number and somehow get a resolution manager and spend 40 minutes on the phone under scrutiny of identification. 

Summary of events XX/XX/19 3 phone calls 40 minutes Random reps, XXXX ( ID # XXXX ) XXXX I was finally able to speak to a representative that was willing to assist me after 2 previous attempts. This person is located in the XXXX I was told that I can access my online account as soon as it completed being generating in the system. 
I was told my card has been mailed out to me I was told I can take advanced of a balance transfer when I have access to the online account. 
I was told I would need an EBN number to get into the account online. 
I was told I would be called back by a representative to access me online account when it was ready in their system I never received a call back. 

XX/XX/19 5 phone calls 1.5 hours XXXX ( ID XXXX ) XXXX ( Escalation Manager ID XXXX ) XXXX # XXXX # XXXX I spent the better part of my evening learning that a customer of HSBC has no possible way of receiving assistance from a representative in the United States. 

Each person I reached was either in XXXX or the XXXX I was not able to be transferred to the correct department unless I was forced to provide ALL of my personal information including Social security number, phone number, address, and spelling and pronunciation of my name every time. 
The fifth representative asked me for this information every other time I had a question Her name was XXXX after a half hour on the line with XXXX she told me that they need to verify me to send me the EBN number Then she wanted to send me a code to my phone and to my email. 

To no avail, she insisted the issue was related to my choice of phone carrier I explained that I have already revived codes to my phone by reps verifying me before I got to her level and no issues with my email. 
I escalated to her manager She told me there is an unknown issue in the system and can not provide me my access information. 
I spent 40 minutes with her on the phone while she talked in circles refused to transfer me- or answer any of questions regarding my new account. 
She then rubbed in my face in a passive aggressive manner - that I would not be able to perform a balance transfer when accessing my online account. 
I was told my card was only shipped out the same day of XX/XX/19 In order to escalate for a follow up I had to open complaint inquiries as to why I am not being given correct information access to my account etc. 
I was told I would receive a call back from XXXX XXXX XXXX Manger in order to provide me with my EBN number access to my account I scheduled the call to be conducted during my lunch hour from my full-time employment I did not receive any such call. The next day I got an automatic generated email stating the card has been shipped out. 

XX/XX/19 4 calls 1 hour I called several times speaking with many different people I demanded assistance from help in the United States and also learned that no notes were placed on my account from previous interactions. 

I was given a number to call in XXXX NY, buy it goes to a voice messaging service- to which no one has ever responded to my requests. 

XX/XX/19 9 phone calls 3.5 hours XXXX ( Resolution Supervisor ) Refused to give ID # XXXX # XXXX # XXXX # XXXX I first made attempts during work hours. 
After providing ALL of my person identification information to about 4 or 5 different people I managed to reach an escalation manager It took 40 minutes for here to send me the verification code, EBN number and an additional 6 digit code to my email that I was not aware of. 
She seemed very hesitant to do her job. It was the same treatment I have now come to expect. 

I was finally able to access my online account that has been in their system for a week at this point. I was denied any update as to when my card would arrive. 
When I got home after work, my card had arrived. I called the 1-800 # and activated the card. 
I immediately went online and accessed my online account. 
I proceed to fill in the information for a balance transfer. 
After inputting all of the requested and correct information, the website generated an error on the page. I logged out, cleared my cookies logged in again and proceeded to repeat the same steps. 
Once again the error was generated. 
I then noticed in red lettering at the top of one of the account screens activate your card In a furry I tried to get assistance. I went through the phone system talked to about 5 different people and had to give out ALL of my personal information again to strangers I talked to some manager who told me its my fault because I did not have physical my card and I am doing something wrong by trying to use the account services. Obviously the person did not listen to anything I told them. My card was in my hand and I activated it earlier in the day via the activation phone number. 
I spent my free time evening arguing with XXXX who was reluctant to assist me every step of the way and over verified me by forcing me to re state ALL of my personal information every time I started a new subject of the account errors. 
In order to escalate for a follow up I had to open complaint inquiries as to why I am not being given correct information access to my account etc. 
I was told I would receive a call back from XXXX XXXX XXXX  Manger in order to provide me with my EBN number access to my account I scheduled the call to be conducted during my lunch hour from my full-time employment I did not receive any such call. The next day I got an automatic generated email stating the card has been shipped out. 


I tried many times during my work hours to receive appropriate assistance and was denied. If a rep. actually looked at my account I was either hung up on or transferred to another cue, where my phone would be on hold for 25 to 30 minutes and then the call was dropped. 

After a day full of anxiety - I made more attempts in the evening. I finally got to an escalation manager ) from XXXX call center. I was forced to recite through the entire ordeal from the start, because this agent did not care to review the notation of events recorded to my account. I had to provide all of my personal identifying information 3 times. 
I was told that two balance transfer requests were made in process fromXX/XX/19 XXXX & XXXX Turns out that two balance requests were submitted, without any confirmation or notification. No email, no text message, nothing at all. 

I had to fight to explain to this person, that the website generated errors specifically stating nothing was processed both times. Only the XXXX  balance transfer was intended. 
I was told that in order to cancel the second balance transfer for XXXX, ( that was generated by HSBC In error ) I have to go through a special verification system, to which only this type of approval will ensure the cancellation of the XXXX balance transfer *Neither balance transfer were shown on the account pending transactions at this point, and the account balance shows100 % usage with XXXX  available credit Reluctantly I was transferred to a cue, where I was prompted to enter my cards security pin number then was returned to the agent. 
I was GUARANTEED that the cancellation of the ( XXXX balance transfer ) would NOT affect the ( XXXX balance transfer ) I made an official request for written confirmation of the XXXX balance transfer posted XX/XX/19 I WAS DENIED *I was told to send requests via bank mail which is a web form with no time stamp or record of submission in order to get the assistance to fix my problem. To this day I never received any responses from bank mail or by leaving a voice mail on HSBC XXXX NY main number when prompted to leave a message. 

After spending 1.5 hours on the phone to perform a simple task, to now have transferred to another manager who also refused to provide any form of confirmation. I had to open complaint requests in order to get an identifying number to make record of the phone call I was told that I would receive a phone call the following day with resolution information. 

*The agent revealed by mistake from the notes on the account, that a previous agent hung up on me due to not being able to her me. I was told this information when I wanted to submit separate complaint for the agent who hung up on me because she did not like what I had to say. She absolutely could hear but did not want to do her job period. 

*I received no follow up call the next day XX/XX/XXXX XXXX XXXX ( XXXX NY ) ; XXXX XXXX ( XXXX XXXX Branch manager ) I went online to find any other contact information. I found an alternate number for the XXXX NY office I spoke with XXXX XXXX in the business department who refused to transfer me to help for my credit card account she further confirmed that there is no possible way for to get assistance from a rep. in the U.S. 
I was told the only way to get assistance from the United States is to get lucky using the phone system I explained that over 50 call attempts I never was able to reach a Unites States representative Later she confirmed that there is no XXXX call center She refused to get me further assistance even though she acknowledged that I have an escalated issue regarding my credit card and was already speaking to XXXX NY. Absolutely and did not care. Her attitude was that she was taking pleasure knowing I was not able to get any help. 
She told me to try a branch in person. I was not aware they had physical branches. 

I called the XXXX XXXX, NJ branch and reached the manager XXXX XXXX He was extremely unhelpful and was reluctant to even bother looking at my account. When I told him that I would file with the FDIC he told me that balance transfer was processing and if I need more help to contact the CC department. 

I asked him how that would be possible being that the credit card department is an internal department. He said I have no idea Have you tried customer service I asked if I am not being provided the assistance that I am entitled to, as an HSBC bank customer, because I am not physically standing in the branch? Then I offered to make an appointment to take time off work to come to the branch. I was told It doesnt make a difference and I am unable to see your account information When I asked about the last statement, he then denied looking at my account previously on the call. 
He offered to contact the credit card department on my behalf and call me back in a half hour. This implied the expectation that he would contact the banks internal Credit Card department to have my issue reviewed properly. I waited 1.5 hours and then decided to call the branch back. 
He pretended that he did not offer to do anything for me continued to argue he asked me more questions in retort to my questions, but when I answered them he would pretend not to hear the answer. 
Between the phone conversations with XXXX XXXX, I was no longer able to log into my account. I had been checking it periodically to see if there was a progress update. 

He denied tampering with my account, but his tone and attitude told me different. 
XX/XX/19 I tried a different approach via online chat whereon previous attempts I was denied to be transferred to a United States online chat agent. 
I restarted the chat 12 times. On the 12th time a person named XXXX claiming that she is from the XXXX NY help center which I believe was a fabrication. 

She wasted my time for an additional 40 minutes, pretending not to read what was entered into the chat conversation. I had to type ALLL of my personal information into the chat dialogue social security number, phone number, home address, cc account number, verification pin number and so forth, because she refused to send me a verification code to my phone the first time I submitted the requested information. 

After that whole mess and waste of my time her reply after 40 minutes was : The problem is your web browser I informed XXXX that I am an IT engineer and that I have already tried different computers I.P. address, I even asked a co-worker to log into their HSBC account from the same internet access point at my location of employment. I demanded escalation. 
A XXXX came on the chat pretending to be from the United States when clearly she is from the XXXX call center. 

After a long dragged out sessions of having to re explain everything and provide ALL of my identification AGAIN, she confirmed my suspicions that a block was put on my account, she could not tell me why or by whom. 

I was able to get back into the account online, and there were errors. The summary page showed all available credit of XXXX AND THE DETAIL PAGES SHOWED XXXX AVAILABLE CREDIT AS IT WAS 2 DAY PRIOR AFTER SUBMITTING THE BALANCE TRANSFER REQUEST She refused to give me any recourse to correct the problem online, to provide me a confirmation of the balance transfer. to give an update regarding any of the submitted documented complaints on the account Interesting enough during the chat with her phone calls came to my cell from XXXX, A XXXX XXXX claiming to be a resolution manager was calling me during my work hours. After all the bull he was trying to feed me, I told him that he has no idea what he is doing, wasting my time, and had no purpose for the call. Turns out he was sending me a follow up from 3 days before which I never got. 
First he told me you balance transfer is processing I said that he is full of it and that I am chatting with a manager online from XXXX. He said Oh then it isnt I said if you do not have accurate information regarding my account or open cases, then why are you calling me? 

I was told : I am following up on your request I said which one, there are many at this point. He responded : About your request for balance transfer confirmation SINCE WE ARE THE BANK WE DO NOT HAVE TO GIVE YOU ANYTHING The rest of the conversation did not go well for him. 

I explained everything to the chat agent manager and I explained that this is the type lies I have been receiving since the opening of the account. 

SHE OFFERED NO RECOURsE RESOLUTION EXPECTATION OR SOLUTION I called the branch back, and got XXXX XXXX on line. He obviously did not want to help me I was persistent to the fact that as a branch manager he has to assist a HSBC card holder customer. He put me on hold for a long time and sounded surprised when I was still on the line, he did this 4 more times after about 20 minutes he finally got someone on the line. 
I was introduced to the phone agent and was told he is in the internal credit card department. Then XXXX abruptly hung up his phone. 
When I asked who I was speaking with and for their credentials agent ID this was a regular customer service rep from the XXXX. After being on hold for 45 minutes, this person was given no information by the branch manager regarding my issues or concerns. 

I had to re verify myself by giving ALL of my personal identification information and pronunciation and spelling of my name- followed by a phone verification code. 

After all that I explained that I am not able to get back into my account. This person was talking in circles and basically babbling, He said something that my account has been closed and then went quiet. I explained that I had given to authorization to have my account closed, but he could not confirm that is it temporary because they are fixing something or someone closed it. I was put on hold for another 25 minutes without my permission so he could find out who closed it. When he came back on the line he pretended not to know what we were just talking about. At this point I have given up Conclusion : I have been denied access to my line of credit I am denied utilization of the advertised balance transfer incentive I am unable to access my account online or any of its services including my personal information I have no confirmation or indication that the submitted balance transfer status I have planned the next 3 months of finances based on this line of credit I have cancelled my vacation plans I have no indication that my physical credit card will work in case of an emergency I have received NO EMAILS, NO CALLS, and NO TEXT MESSAGE regarding my account status I have been denied financial opportunities IN A NEGATIVE WAY due to the opening of this line of credit with HSBC Opening the said account has impacted my credit score I am prevented from pursuing other personal financial options with HSBC competitors The account is affecting me in a negative light currently showing 100 % utilization **I DID NOT AT ANY TIME REQUEST OR AUTHORIZE ANYONE TO CHANGE, MODIFY OR CLOSE MY ACCOUNT WHAT SO EVER** I HAVE NO IDEA WHAT IS HAPPENING TO MY ACCOUNT AND NO WAY OF OBTAINING APPROPRIATE ASSISTANCE

Company response to consumer: Closed with explanation