Consumer complaint received 2024-09-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: DC

Complaint narrative:
On XX/XX/XXXX, I rented a car from XXXX in XXXX, XXXX with my family. I picked the car up at the airport in XXXX. On XX/XX/XXXX, the car had a flat tire. The equipment ( tire jack, etc ) to change the tire was missing from the car. We called XXXX customer support and were asked to wait for more than XXXX hours. We had to wait in the sun without access to water. I was with my XXXX old son and XXXX  parents. 

When the technician arrived to change the tire, he commented on the fact that the tires were extremely worn and in dangerous condition. The unsafe condition of the tires can be seen in the images that XXXX shared. The tires show significant wear and lack of proper maintenance over an extended period, rather than damage from our single rental of 4 days and limited use of the vehicle. 

After the tire had been changed and later in the day on XX/XX/XXXX, an XXXX representative called me and instructed me to return the vehicle early due to it being " unfit to drive. '' We returned the vehicle to the XXXX office at XXXX XXXX and were given another vehicle and returned the new rental the following day XX/XX/XXXX. 

On XX/XX/XXXX ( XX/XX/XXXX ), I was charged {$1200.00} by XXXX. The rental was originally quoted at a price of {$270.00}. 

On XX/XX/XXXX, I alerted XXXX to the incorrect charge and filed a dispute with HSBC which manages my credit card. XXXX did not respond with documentation or an invoice until XXXX XXXX 115 days after the rental occurred. 

My complaint is not about XXXX, it is about HSBC - the financial institution with which I communicate regarding credit card charges. 

HSBC told me on the phone on XX/XX/XXXX at XXXX EST that they had issued a chargeback ( credit ) for the {$960.00} charge from XXXX XXXX I had contested. HSBC claims that the {$960.00} credit was posted to my account on XX/XX/XXXX. The statement that I have enclosed here does not show the chargeback ( credit ), nor does any other HSBC statement. HSBC has shared no evidence or documentation of the chargeback. 

In XXXX, HSBC determined the XXXX charge was legitimate but did not share the documentation with me that led to their decision. On XX/XX/XXXX, XXXX agreed with my concerns about the rental and issued a credit of XXXX to my HSBC credit card. 

On XX/XX/XXXX ( XX/XX/XXXX ), HSBC posted a charge from XXXX for {$960.00} to my credit card. I made the mistake of assuming that this charge was the result of XXXX charging me incorrectly for the XXXX rental. The XX/XX/XXXX charge was not due to XXXX ; the XX/XX/XXXX charge was due to HSBC. HSBC was reversing the XX/XX/XXXX chargeback ( credit ) with a debit of the same amount. But the XX/XX/XXXX credit never occurred, so instead - due to HSBC - I have been charged an *additional* {$960.00}. 

I was charged {$1200.00} on XX/XX/XXXX and I was charged {$960.00} on XX/XX/XXXX for the same transaction. HSBC 's intent with the XX/XX/XXXX charge was to reverse a credit, but the credit was never made to my account. In summary, my credit card bill has been charged {$960.00} more than it should be, due to HSBC 's failure to properly document and execute chargebacks and manage disputes.

Company response to consumer: Closed with explanation