Consumer complaint received 2026-02-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: HSBC NORTH AMERICA HOLDINGS INC.

Complaint narrative:
On XX/XX/XXXX, I opened a credit card dispute by phone regarding a transaction with XXXX XXXX dated XX/XX/XXXX. On the same day, as instructed by HSBC, I submitted all supporting documentation ( signed contracts and full email communication with the merchant ) via email to credit-card-inquiries, referencing my dispute and my card ending in XXXX. HSBC never acknowledged receipt of this email and never requested any additional documentation. 

On XX/XX/XXXX, the disputed amount of {$4500.00} was provisionally reversed while under review. When I later contacted HSBC to request a balance transfer, I was informed that the dispute had been resolved in favor of the merchant. I immediately contested this outcome, explaining that the merchant had relied on false and modified documentation. HSBC stated the case would be reopened and that the dispute team would contact me. This contact never occurred. 

On XX/XX/XXXX, the full amount of {$4500.00} was credited back to my account. In multiple subsequent calls, HSBC representatives confirmed that the dispute had been resolved in my favor but cited internal issues delaying the balance transfer. From XXXX through XX/XX/XXXX, my monthly statements consistently reflected a credit balance of - {$4500.00} and explicitly stated that the amount was owed to me and refundable upon request. 

In XX/XX/XXXX, I contacted HSBC again due to unresolved disputes and requested a fee waiver. During that call, the agent confirmed once more that the dispute had been resolved in my favor and advised me to contact the Collections team to request the balance transfer. When I did so, I was unexpectedly informed that the dispute had instead been resolved in favor of the merchant, allegedly based on documentation previously identified by me as false, and that the credit would be removed. 

On XX/XX/XXXX, XXXX XXXX months after HSBC had repeatedly confirmed resolution in my favorthe charge was re-posted and the credit removed from my account. 

I requested a full explanation of the dispute handling. HSBC stated that such communication had already been sent by mail. I reiterated that I am an international customer, do not reside in the United States, and do not receive physical mail at my U.S. addresssomething I had communicated multiple times. I repeatedly requested communication by email or phone, which HSBC verbally acknowledged, yet no such contact was ever made. 

On XX/XX/XXXX, after months without resolution, I informed HSBC that I would escalate the matter to regulators if no response was provided. HSBC then stated it could no longer provide information because I had mentioned regulators and that the dispute could not be reopened because the deadline had expired. 

HSBCs reliance on an alleged deadline is improper. HSBC never requested documentation after XX/XX/XXXX, never provided submission instructions or deadlines, and failed to ensure effective notice despite knowing I could not receive physical mail. Under HSBCs own dispute policy, disputes are subject to a XXXX review period, yet the prolonged delays and lack of communication were entirely attributable to HSBC. 

I am requesting regulatory review of HSBCs dispute-handling practices in this case and appropriate corrective action, including reopening and properly investigating the dispute.

Company response to consumer: Closed with explanation