Consumer complaint received 2026-05-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Account status incorrect
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: AL

Complaint narrative:
In XX/XX/year>, HSBC restricted or locked my online banking/account access for my HSBC credit card. Since then, I have been unable to log in to online banking, view my account details, view payment due information, view transaction history, or use XXXX normal online payment function. Because my online access was restricted, I could not make the payment through XXXX normal online banking channel. I attempted to resolve the issue through XXXX customer service, including pre-login online customer service/web chat, because I could not access my account. I also attempted to use XXXX available payment channels, but I was unable to complete a timely payment while the account access issue remained unresolved. As a result of XXXX account restriction and payment servicing issue, HSBC treated the account as past due, assessed late fees and interest/finance charges, and later closed the card. I made a payment on XX/XX/year>. However, because my online banking/account access remains restricted, I can not log in to confirm the payment posting date shown by HSBC, view the full payment history, or confirm how HSBC applied the payment. I request that HSBC confirm the payment received date, posting date, how the payment was applied, and the current account status in writing. When I contacted HSBC by phone, HSBC stated that it could not address the delinquency because there was no prior phone call record. That response is incomplete and unreasonable because the issue began with HSBC restricting my online account access in XX/XX/year>, which prevented me from using HSBCs online payment system and viewing my account/payment information. My attempts to resolve the issue included pre-login online customer service/web chat, not only telephone calls. I am not requesting a courtesy adjustment. I am disputing the late fees, interest/finance charges, delinquency status, account closure consequences, and any adverse credit reporting because the delayed payment was caused by HSBCs account restriction and payment servicing failure. I made good-faith attempts to pay, but HSBCs restricted account access and payment channels prevented timely payment. I request that HSBC review and preserve all relevant records, including online banking restriction/lockout records, login/access records, pre-login web chat records, customer service records, payment attempt records, phone payment records, account notes, payment posting records, and card closure records. I request that HSBC waive or refund all late fees, waive or refund related interest/finance charges, remove or correct the delinquency/late-payment status, and correct or delete any adverse credit reporting related to this incident. If HSBC has not yet reported the late payment to the credit bureaus, I request written confirmation that HSBC will not report it. If HSBC has already reported any late payment, delinquency, negative closure reason, charge-off, or collection information, I request that HSBC instruct all credit reporting agencies to delete or correct that information.

Company response to consumer: Closed with explanation