Consumer complaint received 2025-01-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA

Complaint narrative:
On XX/XX/XXXX, I opened an HSBC Premier checking account and a Relationship Savings account. During the process, I informed the agent that I wanted to participate in the offer titled " Earn up to {$4000.00} when you open a new HSBC Premier checking account and complete the qualifying activities '' ( screenshot of offer details attached ). 

To meet the offer requirements, I made a deposit before XX/XX/XXXX, ensuring my balance exceeded {$10000.00}. From XXXX to XXXX, I maintained a balance of over {$10000.00}. Additionally, I used the checking account to receive direct deposits of {$5000.00} or more each month from XXXX through XXXX. 

According to the offer terms, the bonus should have been posted by the end of XXXX. However, as of today, the bonus has not been credited to my account. Over the past four months, I have contacted HSBC multiple times without resolution : XX/XX/XXXX : I contacted customer service via chat. They confirmed my eligibility for the bonus and stated : As the bonuses should have been paid by this time, I will escalate this issue to the concerned team and the team will check and provide an update within 2-3 business days. Once an update is received, I will resume this chat and provide you with information. 

XX/XX/XXXX : After receiving no update, I reached out again. Customer service responded : I reviewed the prior chat and the notes and they submitted this per your request. However, it can take up to 3-5 business days for a response. My apologies for the previous miscommunication of that. 

XX/XX/XXXX : With no progress after 5 business days, I contacted customer service once more. They said : Upon checking I see the investigation is raised for the cash bonus not received. Please wait for today end of the day as I have sent out the text to my colleague who have raised an investigation. They will check with the team and help us with an update. 

XX/XX/XXXX : By the end of the day, I still had no update. Upon contacting them again, I was informed : " Upon checking I see that the email has been sent to our team to check on the reason for the delay on the cash bounces credit, so I request you to please wait as this has been looked through, I am extremely sorry the delay, I request you to please allow 3 to 5 business days as our team would update you with the notification. '' XX/XX/XXXX : After another 5 business days, I followed up and was told : " Upon checking I can see that there is no update from the concerned team yet. I have sent a follow up email today and we will reach back to you once we receive the update. '' XX/XX/XXXX : I met with my relationship manager to discuss the issue. He assured me he would open a ticket for investigation. 

XX/XX/XXXX : I emailed my relationship manager for an update, and he responded : I dont have an update for the bonus issue, but I will ask again on your behalf. 

XX/XX/XXXX : After nearly a month without a response, I sent another secure message to customer service. Their reply was : " Upon checking, I see the email was sent to a back end team, however that team is not working on the particular request any more. Hence I have to re-submit the request to the right department so that they can look into the details.I completely agree that this is a delay. I will mention all the details as I went through the previous conversations and request to expedite the process. Once I have an update within 2-3 business days, I would resume the chat conversation and share the update. '' XX/XX/XXXX : With no update, I reached out again. Customer service stated : " Upon checking your account I see the investigation was raised on XX/XX/XXXX and the agent who has raised from their end is currently not available and have put across a word to the agent in regards to the issue. Not to worry! I shall have a personal follow up on this and get the update for you. " As of XX/XX/XXXX, the bonus advertised back in XXXX has not been posted to my account, despite being four months past the expected posting date.

Company response to consumer: Closed with explanation