Consumer complaint received 2023-12-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NV

Complaint narrative:
On XX/XX/2023, I redeemed XXXX points from my HSBC XXXX XXXX XXXX ending in XXXX for XXXX {$100.00} and XXXX {$25.00} XXXX XXXX XXXX. The confirmation email sent to me on the same day provided the order number XXXX. As of now, I have not received an email in my inbox or spam folder for the XXXXt XXXX. I called customer service on XX/XX/XXXX and spoke with XXXX. He informed me that I was emailed the e-gift cards on XX/XX/XXXX. I have not received the email. I informed him that the can check the gift card numbers and they will see that they have not been redeemed by me since I never received them. He informed me that he would escalate the case to his supervisor and that nobody else was available to speak to me since I was calling on a XXXX. He also said he would call me with an update but I have not received a callback from him. 
So I called customer service on XXXX, XX/XX/XXXX since it was a business day. I was transferred to the HSBC XXXX team and spoke with XXXX. He informed me the same thing, that I was emailed the XXXX XXXX. I informed him that I still have not received them and ask for him to do something about it. The only resolution he provided was to send this matter to the investigation team and that I would get this resolved in XXXX business days. He said the case number is XXXX. I told him that wasnt acceptable as I wanted this resolved XXXX. He also said he could not return the points into my account. So I asked for a supervisor. He tried 3 times to find a supervisor but said no one was available. How is there no supervisor on a business day? He took my number and said a supervisor will call me back. 
I disconnected a call and called HSBC Customer Service back. I was eventually transferred back to the HSBC XXXX XXXX and spoke with XXXX. She then informed me that a supervisor was not available and I would get a call back XXXX. That made me angry since who was her boss and in charge? She was very rude and would not listen to me. It was obvious she wanted me off the phone as she kept over talking me. Feel free to listen to the recorded conversation. 
I called back and spoke with XXXX in the customer service department. I filed a complaint for FRAUD against the HSBC rewards program and how the HSBC XXXX team did not resolve my issue. He kept trying to tell me that he would need to speak to the HSBC XXXX team first. I informed him a couple of times that I did not want that as I was already told that they didnt have a supervisor available and thats XXXX of my main complaints. He finally took most of the information down and provided me with the complaint number of XXXX. I want to add an official complaint against XXXX with her attitude and terrible customer service skills. 
I called again on XX/XX/XXXX to follow up on my case with the HSBC XXXX team since that is the XXXX business day and a supervisor never called me back. I spoke with XXXX. She informed me that their procedure is actually up to XXXX business days for a resolution of an escalated case. She does not know why the previous agent said XXXX business days since that is not the procedure. Additionally, I was told to wait until the " back office '' finishes their investigation. I informed her that they continue to provide me with conflicting information and are not trying to resolve my problem. They are committing fraud. She tried to get a supervisor on the line but was unsuccessful. She was going to request a call back but informed me, " the supervisor will tell you the same thing. '' Never have I dealt with unhelpful people and its ridiculous that no supervisor is available. 
HSBC rewards program is a scam and the actions their team showed makes me think all this is fraudulent.

Company response to consumer: Closed with explanation