Consumer complaint received 2020-04-08
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
This is regarding the HSBC XXXX XXXX XXXX XXXX that I used to own - a charge of {$64.00} on XX/XX/XXXX from XXXX  XXXX  XXXX  XXXX visit on XX/XX/XXXX, and all associated fees. The charge was an error in their part, and I have requested disputes through their customer service, then by my premier managers disputing through their management team. Unfortunately, there has been no response from their credit card service and you have continued to charge me. This charge incurred when my family and myself ( all 3 were paid HSBC XXXX XXXX XXXX XXXX members ) visited XXXX lounge XXXX  XXXX XXXX  XXXX  on XX/XX/XXXX. I was the primary card holder, and my family member ( Husband and Daughter ) were also paid card holders associated with my account. At checking in, we were told by the cashier because all three cards had the same card number, only my card ( primary card ) was needed, and 2 others as guests. I attached to this letter the copy of our boarding passes on XX/XX/XXXX as approve that visit was by 3 paid members. However, a few days later on XX/XX/XXXX, I noticed that I was charged {$64.00} for lounge visit. We had no other lounge visit after XX/XX/XXXX. I called the card customer service on XX/XX/XXXX or XX/XX/XXXX to inquire. I was told by the customer service representative that the charges were for my associate card holders, because card benefits only allow me to have 2 complimentary ( free ) lounge visits per year with paid membership, the associated members do not have any complimentary lounge visit, and they each was charged {$32.00} for that visit. I was totally dumfounded! The reason in the first place for me to apply and pay this cards hefty fees ( we paid total {$520.00} member fee for this card - {$390.00} plus {$65.00} for each associated card holder ) was the card advertisement stating card member has complimentary access to 1000+ airport lounges worldwide. XXXX airport XXXX XXXX XXXX  XXXX is one of the complimentary access to 1000+ airport lounges worldwide! To me, complimentary in English means given or supplied free of charge. I asked the representatives explanation, she told me to instead dispute through the office manager where I originally opened my account, which I did right away. My premier account manager and her supervisor have filed dispute on my behalf, and reportedly had involved leadership team I can send you their email correspondences if requested. However, it did not sound any feedback or response from their card services, while I have continued to be billed for the charge, late fees and interests! I want you to know that I have had other interactions with their card customer service representatives before this, and the experiences were very poor customer service, they were not familiar with member benefits, and I was often instructed to ask the office manager where you originally opened your card! I have had other credit cards, and my experiences with most of them are very positive and helpful. Honestly, the customer service from HSBC card member service was so poor and unprecedented! I was so disappointed and frustrated with HSBC card service, and did not want to have anything to do with this card anymore, I therefore canceled our cards on XX/XX/XXXX, although we have paid full year of membership ( until XX/XX/XXXX ).

Company response to consumer: Closed with explanation