Checking or savings account -- Problem with a lender or other company charging your account -- Complaint #4900911
Complaint Overview
Complaint ID: 4900911
Company: HSBC North America Holdings INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
State: Washington
ZIP Code: 98118
Date Received: 2021-11-11T12:00:00-05:00
Date Sent to Company: 2021-11-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2020 hackers accessed my XXXX account and three unauthorized orders of cell phones from XXXX were purchased using my HSBC debit card. None of these orders were authorized. See all three orders attached. Note that one was caught as fraudulent and canceled by XXXX ( when they froze my account as it was hacked ), one was disputed and refunded, and the last was not refunded. Another order was refunded after I initiated a dispute. The third order, for {$960.00}, was disputed, but denied in dispute by HSBC. It should be very obvious to HSBC that I would not purchase 3 phones in the span of 2 minutes at XXXX in my local time. This is why XXXX recognized my account had been accessed without authorization and froze my account and reset my password. In HSBCs response to me, HSBC made note of the sellers response, but did not reference my letter or evidence provided to HSBC previously. This is very obviously a fraudulent purchase and should be refunded in full, as I noted in my many letters to HSBC. No refund was given. Im attaching multiple conversations with XXXX customer support, and the merchant, where I alerted them to the fraudulent purchases. Refunds were issued for the {$1000.00} and {$690.00}, but not for {$960.00} as the merchant has been uncooperative. HSBC refused to refund the amount and ignored my many letters and didn't return my many phone calls and voicemails.
Frequently Asked Questions
What is Complaint #4900911 about?
Complaint #4900911 was filed against HSBC North America Holdings INC. regarding Checking or savings account specifically about Problem with a lender or other company charging your account. It was received by the CFPB on 2021-11-11T12:00:00-05:00.
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 (Checking or savings account) 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.