Consumer complaint received 2020-08-19
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
I OPENED A CREDIT CARD WITH HSBC SHORTLY BEFORE MOVING AND SUBSEQUENTLY FORGOT ABOUT IT DURING THE MOVE. I RECEIVED A TELEPHONE CALL FROM HSBC ONE DAY ASKING ME ABOUT A RETURNED PAYMENT. I STATED THAT I MADE NO PAYMENTS AND HAD NOT RECEIVED THIS CARD. AFTER SOME BACK AND FORTH, THE CARD WAS CLOSED AND IT WAS STATED TO ME THAT THE CLAIM WAS DENIED. 

WHEN APPLYING FOR THE CARD, THEIR SYSTEM REQUESTS A MOBILE NUMBER WHICH THEY VERIFY BEFORE APPROVAL. YOU WOULD THINK THAT SAME MOBILE NUMBER VERIFICATION WOULD BE REQUIRED TO ACTIVATE THE CARD. 

I CONTACTED HSBC TO GET SOME OF THE MERCHANT NAMES AND DATES AND TIMES. 

I CONTACTED A XXXX XXXX XXXX XXXX. HAVING EXPLAINED THE SITUATION TO THEM THEY PROVIDED ME WITH FUZZY DETAILS WITHOUT BECOMING TOO SPECIFIC. 

XXXX XXXX XXXX XXXX ADVISED ME THAT A FEMALE USED THE CARD AND ALSO SCANNED A XXXX XXXX XXXX XXXX LOYALTY CARD BELONGING TO A MALE WHOSE NAME DID NOT MATCH MINE. 

THEY FURTHER ADVISED THAT THE FEMALE GOT INTO A WHITE XXXX XXXX WITH XXXX   PLATES WHICH WAS WAITING IN FRONT OF THE STORE. 

I DO NOT OWN A CAR WITH XXXX PLATES NOR A XXXX. HSBC COULD HAVE PERFORMED THIS SAME INVESTIGATION YET THEY HAVE DONE ABSOLUTELY NOTHING. THE PERSON AT XXXX XXXX XXXX XXXX STATED THAT NOBODY HAD CALLED FOR THIS FOOTAGE TO HAVE IT " FROZEN '' IN THEIR SYSTEM. 

THE OTHER MERCHANTS I CONTACTED REFUSED TO GIVE ANY INFORMATION TO NON-LAW ENFORCEMENT. 

DURING THESE CHARGES, I WAS MOVING FROM NORTHERN VIRGINIA TO XXXX XXXX AND WOULD NOT HAVE BEEN ABLE TO TRAVEL TO XXXX XXXX, NORTH CAROLINA AND THE OTHER LOCATIONS. 

IN ADDITION TO THIS CREDIT CARD, SOME OTHER DOCUMENTS, INCLUDING A TAX FORM FROM XXXX AND XXXX XXXX XXXX XXXX WERE ALSO STOLEN. 

DURING THIS VERY DIFFICULT TIME, HSBC HAS CONTRIBUTED GREATLY TO THE OBLITERATION OF MY CREDIT SCORE DUE TO THEIR NEGLIGENCE. ONE OF MY ACCOUNTS WAS CLOSED BY XXXX XXXX XXXX CITING THE DELINQUENT ACCOUNT FROM HSBC.

CONTACTING HSBC IS QUITE FRUSTRATING AS EVERY REPRESENTATIVE GIVE ENDLESS CANNED/REHEARSED/SCRIPTED REPLIES AND THAT THE FRAUD DEPARTMENT IS NOT REACHABLE AND YOU CAN NOT SPEAK WITH THEM. 

I HAVE ALSO TRIED TO REFINANCE MY MORTGAGE AND CAR LOANS TO NO AVAIL. HSBC IS CONTRIBUTING TO MY FINANCIAL DEMISE BECAUSE THEY REFUSE AND CONTINUE TO REFUSE TO REMEDY THIS SITUATION. 

EVERY SINGLE ONE OF MY ACCOUNTS HAS BEEN PAID ON TIME AND WITHOUT A SINGLE PROBLEM IN 17 YEARS. IT DOES NOT OCCUR TO HSBC THAT SOMEONE WOULD NOT DESTROY THEIR CREDIT OVER {$1500.00} WHEN THAT PERSON HAS WELL OVER {$100000.00} IN REVOLVING CREDIT AVAILABLE. 

XXXX XXXX HAS ALSO PLACED NEW LIMITS ON MY XXXX XXXX  ( WHICH I AM PAYING A {$550.00} ANNUAL FEE FOR ) DUE TO THIS HSBC CARD BEING LISTED AS DELINQUENT. 

I AM REQUESTING ASSISTANCE FROM BOTH CFBP AND HSBC TO REMEDY THIS SOLUTION IN A MEANINGFUL WAY. 

I SHOULD NOT HAVE TO SUFFER BECAUSE OF A STOLEN CARD. 

HSBC STATES THAT ALL THE PURCHASES ON THE CARD WERE MADE BY ME BECAUSE A PAYMENT WAS ATTEMPTED ON THE ACCOUNT. I STATED THAT I ONLY HAVE BANK ACCOUNTS AT XXXX XXXX XXXX XXXX AND A SAVINGS ACCOUNT AT XXXX XXXX XXXX XXXX. THE REPRESENTATIVES WOULD NOT TELL ME WHICH BANK THE ALLEGED PAYMENTS WERE MADE FROM. I ALSO OFFERED THE HSBC REPRESENTATIVES THE OPPORTUNITY TO CONTACT XXXX   AND XXXX XXXX XXXX UNIONS TO VERIFY THAT NO SUCH PAYMENTS WERE ATTEMPTED FROM ANY OF MY ACCOUNTS YET THEY REFUSED SAYING THAT INFORMATION WOULD BE INVESTIGATED BY THE UNREACHABLE FRAUD DEPARTMENT. THE HSBC FRAUD DEPARTMENT HAS NOT CONTACTED EITHER INSTITUTION AS THEY HAVE NO PERFORMED ANY INVESTIGATION WHATSOEVER. 

HSBC ALSO STATED THAT CREDIT CARDS MUST BE ACTIVATED USING A TELEPHONE NUMBER ON THE APPLICATION. I ASKED HSBC REPRESENTATIVES WHICH PHONE NUMBER WAS USED TO ACTIVATE THE CARD, THEY REFUSED TO PROVIDE THAT INFORMATION. I INFORMED THEM THAT I HAD DEFINITELY NOT CALLED TO ACTIVATE THE CARD AS I NEVER RECEIVED THE CARD AND DID NOT EVEN KNOW THE ACCOUNT NUMBER AT THE TIME OF THE CALLS. UPON REVIEWING THE TELEPHONE OUTBOUND CALLS, THERE WERE NO CALLS TO HSBC BEFORE THE ONES I HAD TO MAKE TO INVESTIGATE THE FRAUD INCIDENTS.

Company response to consumer: Closed with explanation