Consumer complaint received 2019-04-22
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: HSBC NORTH AMERICA HOLDINGS INC.

Complaint:
I opened checking account ending in XXXX on XX/XX/XXXX in the amount of {$10000.00}. This was a promotional offer, the terms were that I keep the monies in the account for 90 days and I would receive {$350.00}. The wording was " Maintain XXXX for 90 days from date deposited. Must keep open 90 days. I thought I funded the account the day I opened it. HSBC says I opened it on XX/XX/XXXX or XX/XX/XXXX, choose one, because they do not know. 

On XX/XX/XXXX I called HSBC and spoke with CSR XXXX, who told me I could not close the account until XX/XX/XXXX. This seemed correct, as the wording was " {$350.00} welcome deposit in checking account approximately 8 weeks after completing all requirements ''. So time frame is : XX/XX/XXXX to XX/XX/XXXX is 90 days. Add 8 weeks from completing the requirements ( XX/XX/XXXX ) and that would take us to XX/XX/XXXX. 

I called the bank XX/XX/XXXX and spoke with XXXX, Badge # XXXX. I was told the following things ( after hanging up, I did a little more research on my case ) : 1 ) Under the terms and charges disclosure I must keep this account open for 6 months or there is a monthly charge of {$25.00}. This is all new to me, what happened to the information that I had and that I was also given by XXXX on XX/XX/XXXX? HSBC does reference a {$25.00} fee if your balance goes under {$10000.00} but this is during the times set forward in the promotional plan, as set above. This 6 month time frame that I must keep the account open was NEVER explained to me and sneakily put into " small print '' that the bank is well aware nobody reads and furthermore, I signed up under a promotional plan with very clear terms. How does HSBC think it's fair to say : Open the account, keep {$10000.00} in for 90 days, keep it in an additional 8 weeks to receive your bonus but then, oh wait, keep it open for another month when nothing at all has been mentioned about keeping it open for 6 months. This is unfair business practice and the terms were hidden from me in the small print. I am being held to an account that I did not open ( unless you count being tricked by the small print ), I was " sold '' a different policy with different terms. 

2 ) When I asked CSR XXXX the exact date I could safely close out the account she told me she could not " divulge '' that date, that it was against the rules, that the only way I was able to get it was to go into an HSBC branch. Firstly, there are no branches close to me and secondly, then why was it given to me by CSR XXXX if it was such a secret? 

Fast forward to XXXX Monday morning, CSR XXXX takes over, who at one point denied to give me her badge number. She could not figure out how to send me an authentication code and when I asked her for her badge # and for a Manager she told me " she can not disclose her badge number until I am verified. THE complaint is that she can not get me verified so that I can move forward, that is the complaint for the Manager! She advised that I must receive the code while the CSR is on the telephone line, that is the only was it can be done. XXXX the night before and XXXX Manager both did it with a code that came into my house phone and then they called me back. She told me a Manager would return my call within an hour and of course I never received a call. 

XXXX - CSR XXXX - I still have no information today despite all of the calls and promises of return calls. He provides me with a complaint # for the Manager not calling me back earlier, # XXXX. He finally gets a Manager to call me back, who listens but hangs onto the " small print '' and says technically I can not close the account for another month. She said she will " request '' that the back office waive the fee for the one month period left. 

I have dealt with banks for over 50 years and this is disgusting. To trick your own customers is wrong and the treatment I received from these CSR 's is ridiculous. 

HSBC 's stellar " World Class Service '' had me on the phone for 1 hour on XX/XX/XXXX when I was told about their tricky schemes, 30 minutes on the first call on XX/XX/XXXX with absolutely nothing resolved, the girl could not even manage to get me authenticated, another 25 minutes during the second call on XX/XX/XXXX and finally approximately 25 minutes again when hopefully we got the situation settled. That's world class service?

Company response to consumer: Closed with explanation