Consumer complaint received 2018-03-17
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: HSBC NORTH AMERICA HOLDINGS INC.

Complaint:
This complaint to CFPB is about wrong doing in customers service of XXXX XXXX. 
My son XXXX XXXX and his wife XXXX XXXX are XXXX XXXX customers for many years. For same period of time I have XXXX in their account. 
Special complaint about bad customers service in XXXX XXXX was mailed to HSBC XXXX XXXX in XXXX in XX/XX/XXXX. As it became known the letter was remailed for response to XXXX XXXX. So far XXXX XXXX response is absent. 
The facts of XXXX XXXX wrong doing violating customers financial rights are following : 1. From XXXX XXXX XXXX XXXX XXXX XXXX XXXX it is not clear who are main managers in this bank. 
2. It was requested three months of phone, chat, emails communications to get new debit card in exchange of one which was announced by bank as invalid. Such outrageous procedure is a good illustration to bank fraudulent and humiliate policy. The person XXXX who is named as XXXX XXXX President and CEO didnt response on my letter about debit card problem. 
3. Look at XXXX XXXX XXXX XXXX ) On this website there are only phone contacts when bank agents are factually irresponsible for the information given by them and try to record only what is said by customer. There are no any written forms of contact fax or email which can make bank agent be responsible for all information given to customer. Only way of contact is postal mail to XXXX XXXX XXXX, XXXX, XXXX. XXXX XXXX XXXX, NY XXXX. The headquarter address XXXX XXXX XXXX, NY, NY XXXX is not published. 
b ) Bank agent in chat has very limited rights to really help to customers. Copies of chats were applied to letter to XXXX. 
c ) Phone of headquarter XXXX is fraud. Real phone XXXX is XXXX. But by this phone it is impossible to reach anybody. You can check yourself. 
d ) Customer Feedback is fraud and really cant be provided. You can check yourself that there is no any opportunity to send feedback. 
4. Only opportunity to contact with bank agent by email is to open account ( so any other person who is interesting to become bank customer has no any opportunity to contact the bank in written form without ugly mailing ). They name it Bankmail. But to get such opportunity it should look at account website on really invisible micro envelope picture and click on it. After clicking you will see View all messages. That is fraud. Customer can see texts of messages sent by HSBC agents. The messages you printed and sent to bank it is impossible to see. That is another fact of irresponsible XXXX  XXXX service policy. Only for XX/XX/XXXX I received from bank agent 7 messages as responses on my 7 emailed requests and questions about renew of debit card. 
That is example of last bank response on XX/XX/XXXX : XXXX : Possible Account Error ( XXXX } Dear XXXX XXXX : Thank you for contacting XXXX XXXX XXXX, XXXX. 
We are sorry to hear that you have received service that has been less than satisfactory. Your comments was previously forwarded to our Management Team for further review and future enhancements to the level of customer service we provide. With regard to your replacement Debit MasterCard, we notice that some information has to be verified. As such, you may contact our  XXXX XXXX Department XXXX between Monday - Friday XXXX XXXX - XXXX XXXX XXXX. The option to view the BankMail which are sent by you is unavailable. You may only view the BankMail response which you have received. We apologize for the inconvenience and delay caused by this matter. 
Thank you, HSBC XXXX XXXX XXXX XXXX XXXX  XXXX, XXXX. XXXX. All Rights Reserved. 
There is no any reaction from Management Team which is factually not exist. 
XXXX As an example of service with respect to legal rights of bank customer as me is XXXX XXXX. Look at https : XXXX. Text of this website is applied to letter to XXXX. 
In conclusion to letter to XXXX it was stated : Conclusion : Considering XXXX XXXX actions with such customer as me and my son shown above as actions of gang of scams, I request : 1. To replace current main managers of XXXX XXXX on more responsible persons who know what kind of respectful service should be provided to XXXX XXXX customers with great amount of attention to service experience provided by XXXX XXXX about feedback, complaints, email addresses and fax XXXX for written contacts with real and potential customers. 
2. Immediately to order to XXXX XXXX to deliver to me by my address in XXXX, NY, mentioned above, not by mail but by bank messenger, new debit card and manual of XXXX XXXX policy which should be exampled from XXXX XXXX manual. ( The card was finally delivered to my son after great efforts described above ). 
3. Immediately to order to XXXX XXXX to provide in contact with customer through account website ( Bankmail ) the texts of messages sent to bank by customer.

Company response to consumer: Closed with explanation