Consumer complaint received 2022-02-25
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On the morning of XX/XX/2021, my three bank cards and one store card were stolen from my handbag, which was in my locked car, and not visible from the outside, while I was parked at a nearby athletic club. Between XXXX a.m. and XXXX a.m. purchases were made on all three bank cards totaling approximately {$9500.00}. I discovered the theft at XXXX p.m. that same day, when I went to pay for groceries at a local market and realized my cards were missing. I immediately went home and called all three bank card issuers ; XXXX, XXXX, and HSBC. XXXX and XXXX immediately looked up my accounts, closed them, reversed the bogus charges, and issued me new cards ( the perpetrator ( s ) did not make purchases on the store card, but the store closed the account anyway and issued me a new card ). Most of the fraudulent charges were made on the HSBC card. That company is refusing to reverse one of the charges, to my local XXXX  store for {$1300.00}, arguing that because I bought a phone from that store on XX/XX/2021 for {$390.00}, it is proof that I do business with that merchant, and that means that I also made the {$1300.00} purchase myself. So, I went to XXXX on XX/XX/2021 to get a copy of the receipt of the purchase and discovered it was for gift card. I emailed the receipt and my explanation ( again ) in writing to the website that HSBC listed as the resource for filing a fraud claim. The result has been nothing from HSBC, only the continued allegation that I was the perpetrator ; several customer service reps actually asked me if I currently had the card in question, the card their own company discontinued at the time I reported its theft! They did reverse a bogus charge at XXXX XXXX ( for another gift card ), and I pointed out that I also do business at XXXX ( purchasing gas there for the last three years as well as shopping there at least once weekly ), so why did they reverse that fraudulent charge but not the XXXX charge? They have no answer, even after I continue to point out their illogic. I have spoken to numerous reps, including from customer service, the fraud unit, and the dispute unit, but no one calls me back, though they always say so-and-so will be in touch in the next several days. My latest statement now not only reflects the ongoing {$1300.00} bogus charge, but also interest on it, and my credit rating as listed in this statement has dropped from XXXX to XXXX. I will not call this company again, and I have made it clear for their records that I will never pay this fraudulent charge or the interest it accrues or the {$39.00} monthly late fee that will occur beginning this coming month, because I am the victim in this situation, not the perpetrator. I am eager to provide CFPB with documentation to support my claim, but there's a lot of it and would prefer to send it by mail, if that's possible. I thank you in advance for any guidance you may be able to offer in this very stressful matter.

Company response to consumer: Closed with explanation