Consumer complaint received 2020-03-29
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: HSBC NORTH AMERICA HOLDINGS INC. (NJ)

I am an HSBC advanced customer for the past ~10 years and hold accounts in the bank across multiple geographical locations. 

One of these accounts is a HSBC Advanced Credit Card account that i opened up sometime in XX/XX/XXXX at the XXXX XXXX XXXX branch of HSBC. 

On XX/XX/XXXX, while reviewing my credit card statement, i noticed ~28 fraudulent transactions amounting to ~ {$4300.00}. These transactions were executed between XX/XX/XXXX and XX/XX/XXXX. Please also note that during this period, an authorised and scheduled Direct Debit transaction " XXXX XXXX XXXX XXXX XXXX '' amounting to {$160.00} was also executed against the same card. This is a direct debit transaction so i did not perform this transaction with the card in my possession. 

I did not recognise the 28 transactions and therefore called up the HSBC Fraud helpline to report this. A case was logged as per my call for further investigation. 

On XX/XX/XXXX, i received a letter from HSBC, at my registered address, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, that my fraud claim has been denied. The letter also stated that i am supposed to pay the amount in full and not doing so will result in finance charges. A copy of the letter has been attached here. 

On XX/XX/XXXX, i called up the HSBC Fraud helpline to appeal against the decision and also to understand the reason for the denial of fraud claim. I requested a written explanation for denying my claim however this has still not been provided 49 business days since the fraud was first reported. During this call, HSBC requested me to file a police complaint and send a copy of the complaint. 

On XX/XX/XXXX, i visited the XXXX XXXX XXXX police station and filed a criminal report, a written copy of which was made available to me on, XX/XX/XXXX. 

On XX/XX/XXXX, this police complaint copy was shared with HSBC via an email ( attached ) A number of phone calls were subsequently made to HSBC to follow up on my claims however the claims continue to be outstanding and the bank continues to request me a full payment of the 28 transactions.

HSBC has also not provided any timelines to the resolution and the responses to my calls to the Fraud helpline have resulted in random answers. My latest interaction with HSBC Fraud department was on XXXX XX/XX/XXXX during which i was told that HSBC has a 90 day timeline to resolve the fraud claims and i should have been notified about this timeline during my first interaction on XX/XX/XXXX. However i was not notified about this timeline on XX/XX/XXXX moreover the HSBC letter dated XX/XX/XXXX clearly stated that the matter stands closed and i am expected to make the payment in full. 

I would like to bring my case to the CFB to seek help in getting a resolution to the 28 fraud transactions against my HSBC Credit Card. These transactions were executed by an impersonator who seem to have stolen my card sometime after XX/XX/XXXX. 

Details of the documents attached : 1. ) HSBC Dispute XXXX XXXX : Latest HSBC Credit Card Statement 2. ) HSBC Transaction History.xls : Transactions highlighted in RED are fraud and i am requesting HSBC to reverse them 3. ) XXXX : Copy of the police complaint 4. ) Re_ Credit Card Fraud Complaint - XXXX XXXX.XXXX  : Copy of my email follow ups with HSBC so far.