Consumer complaint received 2024-08-22 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA

Complaint narrative:
I am writing to dispute a late payment report on my HSBC XXXX XXXX XXXX that HSBC supplied to the credit bureaus. I have circled the items I dispute on XXXX of the attached copy of my credit report. 

The late payment report from HSBC on my XXXX XXXX XXXX Account ending in XXXX is inaccurate. HSBC decided to close my credit card, ended my autopay without warning and failed to inform me that I had to make a last payment on my XXXX XXXX Account. I was only informed by HSBC that I had to make one last payment on my account ( due to their ending of my autopay ) until after HSBC reported a late payment to the credit bureaus. 

Below is a detailed account of what happened : ** In XX/XX/XXXX, HSBC sent me a letter informing me of the closure of my XXXX XXXX XXXX Account ending in XXXX due to a change in their policy. At that time, my account was enrolled in Autopay ( it had been for years ). The letter HSBC sent me didnt make any mention of any last payments I would need to make outside of the already scheduled Autopay payment. It just mentioned that they had decided to close my account. 
** In XXXX of XXXX, I called HSBC Customer Service twice ( see attached phone screenshot and record ) to check if there was anything that needed to be done on my end to complete the XXXX XXXX XXXX account closure. Twice I was told that nothing was required on my end. The Customer Service Representatives didnt make any mention of a pending payment. 
Please note that I received no bank statements from HSBC for the months of XXXX or XX/XX/XXXX, and that at this point my HSBC online account had been closed. Therefore, outside of calling their customer service, I had no way of knowing I had a payment to make. 
** On XX/XX/XXXX, I received notifications from my credit and banking institutions that my credit score had decreased by XXXX points due to a late payment on my XXXX XXXX XXXX Account ending in XXXX. 
** On XX/XX/XXXX, I called HSBC ( see attached phone record ) to make the payment. HSBC waived the late fee attached to my account because they recognized that I had not been informed of a last payment to be made on my credit card. 
The credit institution notification was the first I had heard of a balance due on my closed HSBC XXXX XXXX XXXX Account ending in XXXX. In a decade of banking with HSBC, I have never once failed to pay my credit card bill on time. 
** On XX/XX/XXXX I asked HSBC Customer Support that the late payment report be corrected, since I was never informed by HSBC that I had a pending credit card bill. I was told HSBC would look into the matter. 
** On XX/XX/XXXX, after HSBC reported my late payment to the credit bureaus, I received my XXXX statement for the XXXX XXXX XXXX Account ending in XXXX. This was the first statement I had received since my account closure in XX/XX/XXXX. To this day, I have not received a statement for the months of XXXX or XX/XX/XXXX. I received the XX/XX/XXXX statement on XX/XX/XXXX so 4 days after the late payment report was made by HSBC to credit bureaus. 
** On XX/XX/XXXX, I called HSBC Customer Service and was told by the HSBC Customer Support representative that HSBC had reported the late payment in error to the credit bureaus ( since they failed to inform me that a payment was due on my card ) and that they would contact the credit bureaus to revert their mistake. I was told that I would see the change reflected on my credit score within the next month. 
** On XX/XX/XXXX, the error hadn't yet been reported by HSBC to the credit bureaus. I called HSBC Customer Service again to check on the matter. That day, I was told that no correction request had been made to the credit bureaus by HSBC. The Customer Service Representative then filed a Credit Bureau Dispute form. 
** On XX/XX/XXXX, I received a letter informing me that the account information on the credit bureaus is correct - that HSBC hadn't reported the late payment in error. 
I am once again that HSBC Bank USA N.A. have the item [ late payment on XXXX XXXX XXXX Account ending in XXXX ] removed from my credit report. The error isnt mine, since HSBC repeatedly failed to inform me that I had a payment due on the XXXX Account ending in XXXX, as detailed above. 

Enclosed are copies of my credit report and phone records supporting my request. I would like for this matter to be reinvestigated and for HSBC to contact the nationwide credit bureaus to have them delete the disputed item as soon as possible. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation