Consumer complaint received 2019-06-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Was not notified of investigation status or results
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: TX

Complaint narrative:
Recently, upon my return in late XXXX XXXX from XXXX ( XX/XX/XXXX to XX/XX/XXXX ), I received a statement to collect monies that were 90 days or more past due from HSBC Bank. I was surprised by this, having thought that my fraud claim with HSBC via telephone and subsequent re-issue of a new HSBC card had cleared up the situation. 

In response, I called the HSBC Bank both the Customer Service and the Fraud Alert Department. Per HSBC, I mentioned that the bank a fraud claim had been made and they re-issued the card, of which I have never received. During the conversation with the customer service representative, it was mentioned that the e-mail address didn't match the one I provided upon calling about this problem that had been unresolved, which was now seven months old. 

To date, I have received no status details about the fraud claim, but did receive a letter dated XX/XX/XXXX that there was a DATA breach. The letter stated that " XXXX became aware of online accounts being accessed by unauthorized users between XX/XX/XXXX and XX/XX/XXXX ''. This was a generic letter sent to all online account holders and was not specific to my particulars. 

My particular fraud problem revolves around a credit balance transfer of approx. {$5000.00} plus dollars between an XXXX XXXX XXXX and HSBC Bank XXXX XXXX, per HSBC. When reviewing one of the HSBC Bank statements dated XXXX XXXX-XXXX XXXX sent by paper mail, the balance was {$5500.00}, that I opened in late XX/XX/XXXX due to my extended overseas work assignment. 

In response, I called the HSBC bank, both customer service and the fraud service department. The HSBC representative apprised me that my original fraud claim found me liable for the transferred amount. I stated that I did not make a transfer. At this time, they informed me that there was a transfer from an XXXX XXXX Card to the XXXX  credit card. I did not recall this event, so I called XXXX XXXX to investigate the situation. 

The XXXX XXXX representative, who was very helpful, tracked all my history with that company. He stated I had held one XXXX XXXX cards at two separate time periods ; one card which was never activated and the other card was closed in XXXX ). I called XXXX XXXX to see if my previous cancelled cards were used in this manner. This indicated that both the cards where inactivated before the time of the transfer in XX/XX/XXXX. 

He told me to call HSBC and request the 16 digit card XXXX XXXX from which the transfer was made and to call back XXXX XXXX to re-verify the origin of the transfer. 

So I called HSBC, and requested the information. They refused to provide the XXXX XXXX account number and the new re-issued HSBC card number. This new re-issued card was never received in the mail. I have carefully sorted and reviewed all the paper mail upon my return in XXXX /XXXX  of XXXX. 

The HSBC bank stated I had previously made a fraud claim and that is why they re- issued a new card. The fraud representative repeated asked me details about the amount transferred, which of course, I did not know since I stated I was not aware of the activity in the first place. At the time, I was only looking a the most recent statement dated XX/XX/XXXX. I knew fees and other fines must have been added but I didn't know how to back calculate the sums in quick order upon interrogation. No details would be released, not the 16 digit number of the XXXX XXXX Card or my new HSBC card that they re-issued. They stated that the only way I can get further details regarding the the issue was not go to a only single branch in Texas, over 150 miles away, adjoining state or country and show a proof of identity before any information would be released. 

I need to know the next step in documentation, so I can resolve this issue as my credit score is being poorly effected.

Company response to consumer: Closed with explanation