Consumer complaint received 2024-02-29
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: HSBC NORTH AMERICA HOLDINGS INC. (CA)

Subject : Formal Complaint Regarding Lack of Communication and Policy Adherence Dear HSBC Support Team, I trust this message finds you well. I am writing to address a matter that has been of significant concern to me for the past XXXX months. 

It has come to my attention that despite continuous efforts to resolve the issue, I have yet to receive any positive communication from your end providing an explanation or clarification regarding the matter at hand. This lack of proactive communication is not only disconcerting but also reflects poorly on the reputation and professionalism of HSBC. 

Furthermore, I wish to express my disappointment in the apparent disregard for your own policies and procedures. As a customer, I expect that HSBC would rigorously adhere to its established protocols, particularly in sensitive situations such as this. 

Regrettably, if this matter remains unaddressed, I will be compelled to escalate my concerns further and lodge another formal complaint later today. It is disheartening to witness HSBC 's failure to meet the expected standards of communication and customer service. 

I draw your attention to a specific clause within your policy, pertaining to Consumer Liability, which states : " Consumer Liability Tell us AT ONCE if you believe your Debit XXXX or ATM Card ( together, " Card '' ), PIN or TAC has been lost or stolen, or if you believe that an EFT transaction has been made without your permission using information from your check. Telephoning is the best way of keeping your possible losses down. You could lose all the money in your account ( plus your maximum overdraft line of credit ). If you tell us within XXXX business days after you learn of the loss or theft of your Card, PIN or TAC, you can lose no more than {$50.00} if someone used your Card, PIN or TAC, without your permission. 
If you do NOT tell us within XXXX business days after you learn of the loss or theft of your Card, PIN, or TAC and we can prove we could have stopped someone from using your Card, PIN or TAC, without your permission if you had told us, you could lose as much as {$500.00}. 
Also, if your statement shows transfers that you did not make, including those made by card, code or other means, tell us at once. If you do not tell us within 60 days after the statement was mailed to you, you may not get back any money you lost after the 60 days if we can prove that we could have stopped someone from taking the money if you had told us in time. If a good reason ( such as a long trip or a hospital stay ) kept you from telling us, we will extend the time periods. '' Based on this policy, it is evident that while I have been refunded for the XXXX and XXXX statements, there has been a clear omission regarding the reimbursement for the XXXX and XXXX statements, which is in direct contradiction to your own policy ( See attached document ). 

I am deeply concerned about the security of my account, as I have never shared my card number, and the transactions were conducted online. I urgently require clarification on how my debit card information could have been compromised, as I have consistently maintained its physical security within my residence. It raises significant questions about the integrity of HSBC 's security measures, including the possibility of a security breach. 

I trust that you will promptly investigate this matter thoroughly and provide the necessary clarification at your earliest convenience. Your attention to this matter is greatly appreciated. 

Yours sincerely, XXXX XXXX