Consumer complaint received 2025-03-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: HSBC NORTH AMERICA HOLDINGS INC.

Complaint narrative:
My name is XXXX XXXX XXXX. I am a long time ( XXXX years ) HSBC USA XXXX XXXX with checking, savings and debit card accounts. Called HSBC in XX/XX/XXXX to report fraud on never used HSBC XXXX XXXX XXXX Credit Card ending in XXXX The charge XXXX XXXX XXXX XXXX XXXX XXXX. XXXX. 
As I never used the card I did not notice the charge until XX/XX/XXXX. I contacted the HSBC XXXX Department and on XXXX XXXX they validated the claim. I called again on XXXX XXXX as they had not cancelled the charges. At that point, they refunded late fees and finance charges of some {$6.00}... but said they needed to leave the account open to ensure there was no further fraudulent activity and they would XXXXXXXX XXXX  and close ... As of XXXX XX/XX/XXXX... they have not and there is a {$4.00} supposedly owed by me on an account I never used. A later call to the fraud team elicited the response that in fact the account needed to be cancelled by the XXXX XXXX XXXX ' XXXX XXXX said they would ask customer team to send a new card. I said NO! I do not want a credit card... I never wanted a credit card. I do not want a credit account with HSBC XXXX. 
Well they never sent a card ( as far as I am aware ) but some XXXX at HSBC opened a Charge/Credit card Account in my name ... account ending in XXXX and charged me some amount ( I don't know how much ) for opening the account. The account does NOT show on my HSBC accounts on line. I continue to receive a monthly email notice that my account is past due. 
I have no idea how much as I don't have a statement... Just an overdue notice by email. 

I have called on numerous occasions ( most recently last night ). I was told the amount outstanding is some {$110.00}. How? I have been told that customer service can't help me and only my Relationship XXXX can resolve the problem. Customer Service tries to reach the Relationship Manager and she doesn't answer. They say they will call me back. Sometimes I get one call back saying they are still resolving the matter... then nothing more .... Or I receive no further engagement.

I have written emails.

To reiterate, I have spoken to customer service on numerous occasions ( my phone records and phone bills will validate that point ). They keep telling me that my 'relationship manager ' XXXX XXXX XXXX respond and that my Complaint number XXXX. I have tried to phone XXXX on numerous occasions.. She does not answer and her voicemail is full so I can't leave a message. I have emailed her. The response : ( will attach to this complaint ), I receive a message to the effect : " Dear XXXX, I appreciate your patience while I continue to investigate your concern. XXXX sorry that this has taken longer than expected and am working to resolve this matter as soon as possible. '' After XXXX weeks passed, I sent again an email to which I received the same response as above. 

I also receive a further past due notice alluding to additional charges ... which are not listed. 

This is not a difficult situation... They need to zero out and close out the account ending in XXXX. They need to XXXX XXXX  and close out the account ending in XXXX. I have NEVER used either account. This is not rocket science. It is basic banking.

Company response to consumer: Closed with explanation