Consumer complaint received 2020-05-05
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: FL
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: Card was charged for something you did not purchase with the card

Complaint:
good afternoon, the first time I come across this. Not professionalism, and even more so I did not expect. See this from representatives of the bank for which they work in the United States. Around XX/XX/XXXX, I made purchases with HSBC Cash Rewards Mastercard XXXX credit card and everything was fine. 
The next day I discovered that I could not find my card - which I suppose was dropped or was stolen in a store. I Immediately Contacted HSBC Support in Mobile Chat. I asked to block the card and send me a new one. 
A few days later I saw transaction XXXX XXXX # XXXX XXXX XXXX XXXX in the amount of {$660.00}. The transaction was made 50-100 miles from my city. After that, I again turned to Support in a mobile chat - and the representative AGAIN assured me that I should not worry, and that the card was blocked. At the time of contacting them, there were no Foreign transactions in my balance sheet. When asked why the transaction appeared on XXXX, he could not answer. The representative assured me that he opened Fraud Claim - and this will be processed within 10 days. After about 2 weeks - I did not receive a response from them and was forced to turn to mobile chat for the third time. I was given a phone number where I needed to call to clarify the status. I called the phone number that was given to me - The bank representative said that I did NOT have more than one open Fraud Claim, and she would make a NEW one - more than a month after my first contact with HSBC. I described the whole situation 5 times - and I was assured that I did not need to worry - and that I would not receive this amount in my Bills. It took about 6 weeks from the first appeal - they never contacted me, I called them for the 6th time and they connected me to the Claim department - they said that the investigation is still in progress, and I have to wait - I asked for a temporary loan so that my credit rate fell - but they refused - total about 6 weeks they cant deal with one transaction? After that I still called them 6th 7th 8 and 9 times with a request to connect me with the supervisor or give me a clear explanation of what was happening - they promised me that the supervisor would call me, but this was not done. Ill call 10 and talk with 10 representatives of XXXX and other foreign countries - I realized that this makes no sense. They just dont comply with the terms of their policy, I dont understand how this bank generally got a license in the United States. Later I was informed that my request was rejected. my attempts to find out at least some information or explanations - they ended up simply connecting me to a number that did not answer. 1 ) My question is why the promised protection was not implemented ( We've got you covered with Fraud Alerts As an HSBC customer, you're automatically enrolled in our Fraud Alert program. If we have your mobile number or email on file, you'll automatically be notified of suspicious transaction activity on your HSBC Debit or Credit Card Account. With Fraud Alerts, well notify you by free text message11 view footnote 1 or email if we spot suspicious activity on your HSBC Debit or Credit Card. You can then verify the purchase with a simple text or email reply so you can continue using your card or report it as fraud. If fraud is suspected, we may need to speak with you. 1 ) Why didnt I receive any SMS or E-mail - when {$660.00} was stolen from my card? 2 ) Why does the bank refuse to provide any explanation or to connect me with employees from the USA? 3 ) Why the Bank Refuses to Perform Fraud Protection As an HSBC in our fraud alert program. Point 2 which contains 2 Have peace of mind knowing that HSBC Bank USA, N.A. won't hold you responsible for unauthorized transactions. As an HSBC Debit or Credit cardholder, Zero Liability applies to your purchases made with your U.S.-issued Debit or Credit card in the store, over the telephone, online, or via a mobile device. As a cardholder, you will not be held responsible for unauthorized transactions if : 1. You have used reasonable care in protecting your card from loss or theft ; and 2. You have promptly reported to HSBC Bank USA, N.A. when you knew that your HSBC Debit or Credit card was lost or stolen. If you believe there has been unauthorized use on your account and you meet the conditions above, rest easy knowing you have the protection of the Zero Liability promise. To learn more about additional protections with respect to unauthorized transactions, please contact HSBC by calling the number on the back of your card. Zero Liability does not apply to the following ( or certain ) Mastercard payment cards : Commercial cards, unregistered prepaid cards or gift cards. 4 ) I Demand Immediately to Understand this situation, and remove this transaction from my balance. You can also close your Useless credit card, as I will not use it anymore. Thank you

Company response to consumer: Closed with explanation