Consumer complaint received 2020-12-09
Product: Checking or savings account — Other banking product or service
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: HSBC NORTH AMERICA HOLDINGS INC. (WA)

Complaint:
HSBC USA has charged $ XXXXmonth on Choice Checking Account of XXXX XXXX XXXX XXXX, Account no. XXXX for about 2 years at over {$300.00} without sending any type of notification or statement to me, the bank account holder. It was not found until XX/XX/XXXX, when I moved to WA and went to HSBC bank branch in XXXX, WA to request for change of address. I found the fee charged in my account and I am very upset. According to the HSBC staff, the fee was charged as the account did not reach the minimal balance requirement and the bank staff informed me that they could not help me to complain or wiave it. Once I was informed of the balance requirement, I transferred sufficient funds into the account to fulfill the balance requirement on the same day. My wife and I called HSBC hotline on XX/XX/XXXX at XXXX and complained to XXXX XXXX. Initially, we requested to talk to her manager, XXXX. However, she refused to escalate and we had no choice but informed her of our complaint for the unreasonable fees being charged in the US checking account. She was not helping me to resolve the complaint at all but making excuses trying to rationalize the charges and put all responsibility on me. The reason for my dispute are based on two key facts : 1. I have over 20 years of Premium banking relationship with HSBC, XXXX. In XXXX, I have opened HSBC US bank account in XXXX through the help of XXXX XXXX branch as I would like to apply for mortgage in US. However, HSBC US Bank failed to process the application on time for my house closing in US. Thus, we did not use HSBC for our US mortgage. After this incident, HSBC is never my key US banker. Most importantly, I have never been advised of the minimum balance requirement in HSBC US bank account ALL THESE YEARS. Service of HSBC bank is terrible!!! 

2. The fee of $ XXXXmonth had been applied for over 20 months and I was never being notified. I was being told that this was due to the request for e-statement. However, I had never requested for e-statement. To me, it was an excuse for unreasonable charges and convenience for bank for not sending me statements or notifications on this fee. I am not a computer savvy person and always have the money to fulfill the minimum bank account balance in US if I would have noticed the requirement at the first place. I would not let HSBC charge me for over {$300.00} all along without taking any action. I was both shocked and frustrated to know that HSBC had charged over {$300.00} without sending any type of notification to me, no email or text. This is totally unacceptable!!! What is my right and protection as a HSBC bank account holder!!? 

Based on the above two facts, I demand for an apology from HSBC US bank for the mishandling and all inconvenience caused on this matter. Most importantly, I demand the full refund on this unreasonable charges of over {$300.00} to my HSBC, US bank acount. HSBC should be fair to loyal customers like me and I should be fully informed of the bank account requirement and charges. Most importantly, I should be protected from unreasonable charges implied to my bank account. I hope that Consumer Finance Protection Bureau can help and protect my right as bank customers for charges we are not aware of and being notified. This is close to a scam and is TERRIBLE!!! 

Thank you very much for your kind handling on this dispute!!! 

Best XXXX XXXX XXXX XXXX Choice Checking Account Holder Account no. XXXX M : XXXX

Company response to consumer: Closed with explanation