Credit card -- Problem with a purchase shown on your statement -- Complaint #12302687
Complaint Overview
Complaint ID: 12302687
Company: HSBC North America Holdings INC.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Card was charged for something you did not purchase with the card
State: New Jersey
ZIP Code: 07960
Date Received: 2025-03-03T12:00:00-05:00
Date Sent to Company: 2025-03-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am filing a complaint against HSBC for failing to properly protect my account from fraud in relation to their merchant services. On multiple occasions, high-value payments were processed through my account without step-up authentication, despite the incorrect CVV being entered. This should not have been allowed, especially for large transactions. My boyfriend was the one who thought it was making a charge on his card and his XXXX account therefore typed in his CVV, I was gobsmacked to see this payment process. I initially contacted HSBCs customer service, and they falsely assured me that the correct CVV had been entered for the transactions. However, I later documented video and photo evidence of the same issue occurring a second time, clearly showing that the wrong CVV was entered, and the transaction was still processed without the necessary security measures. This breach of security raises serious concerns about HSBCs merchant services and their handling of my account, as they allowed multiple high-value payments to be approved without proper validation or step-up authentication. The misleading information provided by customer service, coupled with the failure to address my security concerns, has left me with no confidence in the protection of my account. I am escalating this matter to the CFPB because HSBCs neglect in safeguarding my account has exposed me to undue risk, and I believe they have not properly handled my complaint or taken appropriate action to resolve the issue.
Frequently Asked Questions
What is Complaint #12302687 about?
Complaint #12302687 was filed against HSBC North America Holdings INC. regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2025-03-03T12:00:00-05:00.
How did HSBC North America Holdings INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against HSBC North America Holdings INC.?
Yes, visit the HSBC North America Holdings INC. company profile at readthecomplaint.com/company/hsbc-north-america-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.