Consumer complaint received 2020-02-23
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.

Complaint:
This complaint is about an error made on behalf of HSBC and XXXX XXXX, which cost me {$1000.00} without any wrongdoing on my part. 

On XX/XX/2019, I made a credit card payment to HSBC for {$1000.00} from my XXXX XXXX  Account using a debit card. The amount was recorded once by HSBC on XX/XX/2019 as expected ; however, on XX/XX/2019, when the payment posted to my XXXX XXXX account, it was recorded as two transactions, each for {$1000.00}. I disputed this transaction with XXXX, and they issued me provisional credit on XX/XX/2019 for the extra {$1000.00} charged to my account. 

Then, on XX/XX/2019, HSBC adjusted the original payment I made on XX/XX/2019 and deducted {$1000.00} from my HSBC account. As a result, the initial payment was reversed once from HSBC, but only once from XXXX despite being charged twice. Therefore, I was deducted an extra {$1000.00} for no reason. 

When I contacted XXXX to ask them about this dispute, they told me that it was already resolved on their end and that I needed to contact HSBC about their reversal of my payment. So, after contacting HSBC, they have consistently refused to take steps to reverse this charge on my account, despite several attempts to communicate to them. 

Since the {$1000.00} was deducted from my account in XX/XX/2019, I have contacted HSBC several times and performed everything they have asked within my power. I even had two different three-way calls between HSBC and XXXX so that there was a verbal understanding between all parties. 

HSBC has asked me to fax them information regarding this dispute, to which I have done three different times. The first time I sent them a copy of the dispute resolution from XXXX ; however, this was not good enough as they wanted a record of the transaction. Then I faxed them a copy of my bank statement from XX/XX/2019, which showed the transaction. This information was also not good enough for them, and they wanted me to have information directly from the bank. On the second three-way call between HSBC and XXXX, XXXX said that only a branch could give a customized letter about the account. So, I went to my local XXXX branch and obtained as much information about the transaction as they could give me and faxed that to HSBC. This information was still not good enough for them. 

After the last denial of my request, HSBC said they want my records to show the following : transaction details about the double charge, complete account number, routing number, transaction reference number, date, and time of transfer. 

The problem is that they have all of the information they need from the information that I have given them. The other problem is that XXXX will not provide me any more information about this transaction than they already have. 

I have followed all of HSBC 's steps to resolve this problem and went through all of the proper channels with XXXX as well, but this issue has not been resolved. It has been ongoing for about XXXX months, and I am still at a loss for {$1000.00} for a problem that the banks made, not me. I require assistance from the consumer financial protection borough in resolving this matter. The ongoing dispute is between HSBC and XXXX, I am just a middle-man who is charged {$1000.00} without having it returned. This is theft.

Company response to consumer: Closed with explanation