Consumer complaint received 2025-07-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: HSBC NORTH AMERICA HOLDINGS INC.

Complaint narrative:
I am an XXXX and reside in XXXX. I have an HSBC US credit card issued by HSBC US. 

In XX/XX/XXXX, I received two letters by post in XXXX from HSBC US, dated in XX/XX/XXXX, to notify me that ( a ) my credit card account is unable to process auto payment due to insufficient funds in my linked account and ( b ) my checking account is in overdraft. The checking account is the linked auto payment account for my credit card account. This raised my suspicion as I have not used my HSBC XXXX credit card since XXXX. 

On XX/XX/XXXXXXXX  ( all dates in this email refer to XXXX date and time ) I called HSBC XXXX to report potential fraudulent activities given I have not authorised any purchases from HSBC XXXX credit card and I have secure physical possession of the card. Neither letters aforementioned contain details relating to the credit card transactions that were allegedly charged to my account. I tried to find out more details but when I tried to access my credit card account online, I noticed that for reasons unknown to me, access to my credit card account online has been removed without prior notice. Removing digital access to my credit card account meant I could not see amounts outstanding on my credit card, nor do I have access to any statements. Online access to my credit card account was only restored on XX/XX/XXXX, and as of time of writing, I still do not have access to earlier statements with the only statement available being from XX/XX/XXXX ( please see attached HSBC app screenshot ). 

During this call, as I do not have access to my credit card account online, I asked HSBC customer service personnel for details relating to those transactions and I was told that they relate to XXXX XXXX purchases and subscriptions and all took place in XX/XX/XXXX. I checked my own XXXX XXXX account and there were no transactions or orders in my account, and I did not authorise for any others to make purchases at my expense, which meant these transactions were fraudulent. At the time, the bank personnel promised that they would investigate. The bank also confirmed that my credit card has been cancelled as of that date. 

On XX/XX/XXXX, I made a follow-up phone call to HSBC XXXX XXXX and spoke to XXXX on the fraud team. As I still had no access to my credit card account before I called, I asked for a detailed breakdown of the fraudulent charges and I was only given the following dates and detailed transaction information on that day over the phone : XX/XX/XXXXXXXX  : {$50.00} XXXX XXXX XX/XX/XXXX : {$50.00} XXXX XXXX XX/XX/XXXXXXXX  : {$50.00} XXXX XXXX XX/XX/XXXXXXXX  : {$140.00} XXXX XXXX XX/XX/XXXXXXXX  : {$50.00} XXXX XXXX To my dismay, XXXX informed me that the bank was unable to reverse these charges and waive other bank fees and charges as these transactions were not reported as being fraudulent within 60 days of their occurrence, long past the period where the bank was able to liaise with the merchant to recover their loss. My understanding is that the 60-day period starts from the statement date, but given the bank denied me the only access I have to the statements online, it is unreasonable to expect me to monitor transactions and report fraudulent activities ( that I can not possibly find out ) within the requisite timeframe. 

In my second follow-up conversation with XXXX on XX/XX/XXXX, I highlighted to him the following facts, which he confirmed on his end : HSBC had unilaterally removed access to credit card account information and associated statements from my HSBC XXXX phone banking app and web portal. I had asked XXXX why the bank removed the access and he could not provide an answer. Once again, I stated that this meant it was impossible for me to monitor transactions on my credit card. XXXX said he would investigate further and promised he would call me on XX/XX/XXXXXXXX  after he spoke with his superior. 

On XX/XX/XXXX, I called XXXX again, and he again, stated that at his level he could not reverse the fraudulent charges or waive the bank fees and charges as they have been over 60 days after their occurrences and the bank is unable to contact the merchant to recover the loss. 

Without notice, HSBC XXXX unilaterally removed the sole access I have to critical information on my credit card account, nor did it send me paper statements in its stead, meant I was left in an impossible position as a customer to monitor unauthorised or fraudulent credit card transactions, and to be able to report them in a timely manner. This is clearly a failure on the part of the banks internal process and it is grossly unfair and ironic that in addition to being a fraud victim, I am also punished by HSBC XXXX with exorbitant bank fees and charges being its customer. During my calls with XXXX, he is sympathetic to my plight and understand the unfair nature of the circumstances but insisted there is not much he can do.

Company response to consumer: Closed with explanation