Financial Services
HSBC Finance Corp.Important information
- Customer Complaint:Effective March 15, 2010, all HSBC Auto Loan complaints will be handled by the Dallas BBB as a result of the recent agreement between HSBC Finance Corporation and Santander Consumer USA, Inc, which is located in the Dallas service area.
The Chicago BBB will continue to process all complaints (other than the aforementioned) against HSBC Finance Corporation and their affiliated dba companies.
Effective May 1, 2012, Capital One acquired HSBC's domestic credit card portfolio. This includes accounts from Orchard Bank, Household Bank, Direct Merchants and several other retail brands.
For more information or if you have questions, visit the Capital One web site at www.capitalone.com
Customer issues concerning HSBC Credit Card complaints will go to Capital One, which is processed by the Better Business Bureau in Richmond, VA where the company's operations are located.
Complaints
This profile includes complaints for HSBC Finance Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 81 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
11/08/2022. My card was sold to PFCP from ***** This is a complain about PFCP. They did not send me a credit card statement, nor did they email me or text me about my small amount due on my credit card before payment was due, To their CONVINIENCE..they texted me two weeks after payment was due conviniently charging me 14 dollars for being late, at the same time i had been sick with covid and as of now in recovery,..I wanted to email them electronically but they have no address ro email. I am complaining to request a refund for the late fee, for their lack of effort to communicate to customer and their lack of customer satisfaction.Please forward this complaint to PFCP card program ala ****************** ********* ** fone / eight three three, four five *********** seven, zero zeroBusiness Response
Date: 11/16/2022
This complaint should be forwarded to Premier Finance Card Program, not HSBC.Customer Answer
Date: 11/18/2022
Complaint: 18403885
I am rejecting this response because:
Sincerely,
*********************Business Response
Date: 11/21/2022
For further assistance regarding your account, it is necessary to contact PF|CP directly at ****************** hours/7 days a week.Initial Complaint
Date:11/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a premier card member of ***** generally I am very satisfied with their services, However since they have gone hybrid my phone calls to pay my credit card has sometimes causing problems. I say so because when I call their toll-free number ***************) the call goes to another and consequently drops and then I am being charged a late payment fee. I wasn't aware of that until I called on October 4th and was told what my balance was which was much more than the $11.99 i usually pay on the 4th of each month. I disputed the charge and was told i had late payment fees. I then told the customer rep that NO ONE brought this to my attention either by mail or phone whatsoever. I told her that my account should be adjusted to show ONLY a balance of $11,99, she did a partial adjustment but I would like to have a full adjustment ( remove all late payment fees) of my account and hopefully this could be done by my next payment date on November 04, 2022Business Response
Date: 11/14/2022
The concerns have been received and the **** case reference number is 1316328.
We will review the points raised and follow-up directly with the consumer. If the consumer has any questions or concerns about the complaint, they may contact *************************** from our office directly at:
**** Bank USA, National Association
Customer Relations ******
PO Box 3448
*******,** 14240
Tel:************ or ************
Fax:************
***********************************Initial Complaint
Date:10/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received what looks like a xeroxed letter from UNIFIN stating that I have an outstanding balance with a company named Direct Merchants Credit Card. I have never opened up an account with this so-called company and the balance they indicate is $1558.53. The letter really doesn't provide a lot of information so when I attempted to call them asking for (1) an application for this card that I signed, (2) statement of charges (3) where was anything that was shipped what address, all in an attempt to even prove this was my account or if it's even legitimate. The letter is clearly xeroxed as the color ink is not from a printer and looks fake. I was not able to get any information after making the call and it also states that "The law limits how long you can be ***d on a debt. Because of the age of your debt, **************** cannot *** you for it, and **************** cannot report it to any credit reporting agency". This has never appeared on my credit report at all, they provided no information of how long ago this debt has been in existence and feel that it's a scam in order to make me feel threatened to pay.The only name as creditor shows Direct Merchants **************** which says nothing about who the so-called real creditor is.Business Response
Date: 10/27/2022
We've received your complaint in our office and assigned case #*******. If you have any questions, please contact ***************************************** at ************ or ***********************************.Customer Answer
Date: 10/28/2022
Complaint: 18320677
I am rejecting this response because: I have attempted to contact them and if they can't even provide a valid response to my complaint. That is a pretty lame response and it is not accepted. I didn't file the complaint to have them say call them. They need to provide more detail.
Sincerely,
***********************Business Response
Date: 10/31/2022
The concerns have been received and are under review; **** case reference number 1315649. We will review the points raised and follow-up directly with the consumer. If the consumer has any questions or concerns about the complaint, they may contact ***************************************** from our office directly at:
**** Bank USA, National Association
Customer Relations ******
PO Box 3448
*******,** 14240
Tel:************ or ************
Fax:************
***********************************Initial Complaint
Date:10/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to open a bank account with ***** I was told back in september that the acct is opened and I will get the account info. when a month went by and I didn't hear from them, I emailed them and I got a response "account has been closed" I asked why, after numerous trials, I got a call saying that they found out there is a fraud case with my name, someone opened a credit card with my identity. I asked how come no one told me. the manager said, he has been "investigating" the issue, which he never was, and that he would get back to me. He never, then when i followed up, another manager called me and said he is looking into it and woudl get back to me, he never did. I got a call from a 3rd manager and he said that he wanted to give me an update. the update was that my account was closed. I told him we are going in circles, and that I don't care about opening the account anymore, but I need to know what took place with my fraud case. He said he can't help me.Business Response
Date: 10/27/2022
We have received your complaint in our office and assigned case #*******. If you have any questions, please contact ************************* at ************ or ***********************************.Customer Answer
Date: 11/08/2022
Complaint: 18316432
I am rejecting this response because:Please keep the case open. I didn't receive a resolution from the business. All they sent was a message saying they will look into it and get back to me. I have been waiting, that's why I didn't reply to you yet. Leave the case open please
Sincerely,
*********************************Business Response
Date: 11/21/2022
Our records indicate formal response was sent directly to the customer; please allow approximately 7-10 business days to receive this letter.Customer Answer
Date: 11/22/2022
Complaint: 18316432
I am rejecting this response because: I replied to their email correcting their assumptions and the facts that they had. I shared with them more detailed info regarding the complaint, and since then, I have not heard back from them yet.
Sincerely,
*********************************Customer Answer
Date: 01/05/2023
Complaint: 18316432
I am rejecting this response because:I am rejecting the fact that the case is closed because I had replied to **** and I never heard back from here. she had emailed me and I emailed her back and she didn't reply. Please see below:
*********************************<**********************>
Tue, Nov 15, 2022, 5:04 PMtoCustomerHi ****, thank you for your reply. I was actually opening an international account in *****, but the account request originated and paperwork was submitted in the **** branch in **. I opened via the international accounts team in the **. All required documents and applications were filed out and submitted in the ** branch in the **. The only reason I started dealing with the bank in ***** directly is because ***, who was handling my account in the ** branch, quit and I wasn't assigned to anyone else. They said I would but never did.- At the same time the international accounts customer service in the US stopped communicating with me and following up with the branch in *****. When I called them, they kept telling me the international accounts manager would contact me and follow up but she never did.- I have emails documenting everything that I am telling you. Emails documenting that the US had lost my documents and couldn't find them, that they forgot to tell me about some required documents, that they forgot to follow up with the team in *****. Emails where the international team was putting blame on the ** branch and vice versa, each side blaming the other that they are the reason that I have been trying to open an account for 8 months with no success. My original application was filled out in the ** branch at the end of March!- ****, who oversees bank operations in the corporate office please, be it for the ** or *****. The branch manager in ***** keeps telling me he will figure out the reason for the fraud, and then I get an email form his team that they found fraud on my account, literally they keep going back to step one, as you saw in their email I copied you on. It is like a comedy show. With respect, the manager there is incompetent. So, if I need to send a documented complaint to whoever oversees the operations in *****, who would that be? I have EVERYTHING documented, and I need to share it with a senior officer in the bank.
Sincerely,
*********************************Business Response
Date: 01/11/2023
Response was sent directly to the clientCustomer Answer
Date: 01/11/2023
The last communication between myself and **** was my email below to ****. She never replied to it indirectly, or directly as they state.
mahmoud elhussini <**********************> Tue, Nov 15, 2022, 5:04 PM
to Customer
Hi ****, thank you for your reply. I was actually opening an international account in *****, but the account request originated and paperwork was submitted in the **** branch in **. I opened via the international accounts team in the **. All required documents and applications were filed out and submitted in the ** branch in the **. The only reason I started dealing with the bank in ***** directly is because ***, who was handling my account in the ** branch, quit and I wasn't assigned to anyone else. They said I would but never did.
- At the same time the international accounts customer service in the US stopped communicating with me and following up with the branch in *****. When I called them, they kept telling me the international accounts manager would contact me and follow up but she never did.
- I have emails documenting everything that I am telling you. Emails documenting that the US had lost my documents and couldn't find them, that they forgot to tell me about some required documents, that they forgot to follow up with the team in *****. Emails where the international team was putting blame on the ** branch and vice versa, each side blaming the other that they are the reason that I have been trying to open an account for 8 months with no success. My original application was filled out in the ** branch at the end of March!
- ****, who oversees bank operations in the corporate office please, be it for the ** or *****. The branch manager in ***** keeps telling me he will figure out the reason for the fraud, and then I get an email form his team that they found fraud on my account, literally they keep going back to step one, as you saw in their email I copied you on. It is like a comedy show. With respect, the manager there is incompetent. So, if I need to send a documented complaint to whoever oversees the operations in *****, who would that be? I have EVERYTHING documented, and I need to share it with a senior officer in the bank.
On Tue, Nov 15, 2022 at 2:20 PM Customer Relations US <*********************************> wrote:Dear *******,
Please see the attached copy of our response for your convenience.
Lisa M. ********
Manager | US Customer Relations
Wealth and Personal Banking | **** Bank USA, N.A.Complaint: 18316432
I am rejecting this response because:
Sincerely,
*********************************Business Response
Date: 01/12/2023
The concerns are under review; **** case reference number is 1318473.
We will review the points raised and follow-up directly with the consumer. If the consumer has any questions or concerns about the complaint, they may contact ************************* from our office directly at:
**** Bank USA, National Association
Customer Relations ******
************************************ 14240
Tel: ************ or ************
Fax: ************
***********************************Customer Answer
Date: 01/13/2023
Complaint: 18316432
I am rejecting this response because: They replied with this response before and they do not return the voicemails I leave on the tel number they provided, and they do not reply to emails, as you so from the email I shared with you. It is the same issue I face at the branch, their culture is that they lack the training, discipline or care to do their job or solve their mistakes.
Sincerely,
*********************************Initial Complaint
Date:10/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In 2019 I used my **** credit card to book airline tickets with Emirates Air. The cost was $883.25 for the ticket and $60.00 for a seat selection.Subsequently, due to COVID, my flight was cancelled and I was issued a voucher. Ultimately after speaking with the airline I decided to get a refund rather than use the voucher. On July 6 2022 a refund for $60.00 was issued by the airline, and on July 7 2022 the remaining $883.25 was refunded.However the refund was issued to the **** credit card that I had originally used to purchase the ticket. Between 2019 and 2022 that credit card had expired and I was issued a new one by **** with a new credit card number. Therefore the refund was never credited to my active **** credit card account.I spoke with **** numerous (>10) times about this issue. Initially they stated that the refunded amount had simply been bounced back to the airline since it went to an expired credit card account. However on calling the airline, they told me multiple times that no funds had ever been returned to them. I repeatedly called **** looking for resolution to this issue. Each time they told me they would look into it and get back to me, but no one ever did. When I would call back I would have to start the whole process over with someone who did not seem to have any record of my prior calls.Eventually, **** sold my credit card account to another bank, PFCP (Premier Finance Card Program). In the days before the transition I tried to get the issue resolved but again, but with no help. On the day of the transition I called again, and **** told me that everything was now to be taken up with PFCP and they could no longer help **** have called PFCP twice. The first time they, like ****, told me that they would look into it and get back to me, but never did. The second time, I was told with finality that I need to take the issue up with ****.The funds have never been deposited to my linked checking account, and I have lost nearly $1000.Business Response
Date: 10/20/2022
WE are in receipt of your complaint. We will review and determine if this should be handled by **** or PFCP.Initial Complaint
Date:10/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
********* *** **************************************** ************** ********* *** -was paid twice for the same credit card balance and is proving uncooperative in refunding/returning an excess balance payment of $1,399.64 to me. I called a month ago and they acknowledged the excess payment and said they would send a check in the full amount. They have not honored their word and seem to be attempting a fraudulent cover-up of receiving both payments by selling a non-existing account to another company in early September. The account was terminated in March 2022. There is no account to sell to another company. Both payments were made to and accepted by *********. On August 26th, 2022, I paid **** $1,399.64 from my ***** Fargo Checking Account. Confirmation # from **** is **************. (attached). Two weeks later Sept. 8th 2022, PNC Bank mistakenly paid **** the same amount for the same due balance, a double payment is held by ****. I would like ********* to either send me a check in the overpayment amount of $1,399 or return/refund that payment to my ***** Fargo Checking Account or return/refund payment made by PNC on my behalf. ****** practices deceitful, predatory business methods. They are apparently trying to steal $1,399.64 from me.In late 2021, without my knowledge or intent, my auto payment arrangement was mysteriously turned off, which led to the account being overdue and which caused a very negative result in my Credit Score. They made no clear or legitimate attempt to resolve this issue, terminated my account in March, 2022 and now they are attempting to steal $1,399 from me. They should be contacted by consumer protection advocates, publically identified as a dishonorable company and, if possible, fined. Thank you for your time and assistance!***********************Business Response
Date: 10/14/2022
The concerns are under review; **** case reference number is 1315125.
We will review the points raised and follow-up directly with the consumer. If the consumer has any questions or concerns about the complaint, they may contact *********************** from our office directly at:
**** Bank USA, National Association
Customer Relations ******
************************************ 14240
Tel: ************ or ************
Fax: ************
***********************************Customer Answer
Date: 11/08/2022
Complaint: 18223712
I am rejecting this response because:Hello and thank you for contacting me.The case described below has not been corrected or fulfilled by either **** credit card company or the company they surreptitiously sold my defunct/inactive credit card account to which is called Premier Finance Card Program aka PFCP.Please reopen this case and contact PFCP at ************** to find out exactly why they are avoiding sending me the check.I called PFCP several weeks ago and they fully acknowledged the double payment and said they will be sending me a reimbursement check for the $1399.64 which was overpaid to them and ****. I have not received the reimbursement. In my opinion, they are clearly trying to avoid paying me for the double payment.Thank you for your help!Re: ID # ********- ********************** Corp
Sincerely,
***************Business Response
Date: 11/09/2022
This case is under review with ****** Customer **************** under case #*******. The client may reach our office directly at ************.Initial Complaint
Date:10/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a credit card through ************* who sold the credit card program to Premier Finance Card Program (PFCP). The transition was poorly communicated and I can no longer access my **** accounts online as all are shutoff. I am due an annual bonus for rewards equal to 10% of all my bonus rewards for the year on my anniversary date of Sep 12, 2022. This bonus was not deposited into my account with **** before transferring to PFCP and is not in my account now. I can not contact **** and PFCP says they have no visibility into this and can not help me. I am stuck as PFCP just transfers me internally and will not answer or help. I am due this bonus which translates to a significant amount of rewards (dollars cashback). You can see from attachments I had ******* rewards on my September statement.Business Response
Date: 10/13/2022
**** no longer services nor has access to sold credit cards. Please redirect the customer to PFCP.Customer Answer
Date: 10/17/2022
Complaint: 18206013
I am rejecting this response because: I have contacted PFCP and they say they have no access to the annual bonus that was under **** which should have been applied to my account before **** transferred the card program over to PFCP. I am stuck in the middle with **** telling me to contact PFCP and PFCP telling me to contact ****.
Sincerely,
******************Business Response
Date: 10/24/2022
The concerns have been received and the **** case reference number is 1315504.
We will review the points raised and follow-up directly with the consumer. If the consumer has any questions or concerns about the complaint, they may contact ***************************************** from our office directly at:
**** Bank USA, National Association
Customer Relations ******
PO Box 3448
*******,** 14240
Tel:************ or ************
Fax:************
***********************************Initial Complaint
Date:09/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a **** with Beneficial 22 years ago, this was on my TRW for 11years, before it fell of. I thought that was it, and 6mons ago this company is during me for the original amount of the loan. I assured the attorney I never received any communication from this company. It turns out Beneficial did not have my correct email address, so I was able to pay the buy out amount, arranged by the attorney. I paid this amount in full and waited for the paid in full letter from Beneficial. They never sent the letter, and Today I received a collection letter for double the amount I just paid, for the same company, Beneficial company LLC.Business Response
Date: 10/01/2022
The concerns have been received and the **** case reference number is 1314162.
We will review the points raised and follow-up directly with the consumer. If the consumer has any questions or concerns about the complaint, they may contact ************************************ from our office directly at:
****
Customer Resolution Department
**************************************************************************************** 60004
Email: *************************Initial Complaint
Date:09/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/20/2022 **** was contacted about several fraudulent charges made to my account, through no fault of my own, I keep receiving notifications about changing my password from several vendors connected to my **** Account. To date, as a Program Analyst II for FDNY ***************** I cannot get to work, eat, or pay my bills. Consequently, **** will not issue the provisional credit while they thoroughly investigate. This is posing significant challenges, as I just got out of the hospital. I have $0.47 in my account and **** has not been empathetic regarding a loyal customer and victim of fraud. They have added insult to injury which my next move is legal counsel.Business Response
Date: 09/20/2022
The concerns have been received and the **** case reference number is 1313950.
We will review the points raised and follow-up directly with the consumer. If the consumer has any questions or concerns about the complaint, they may contact ***************************************** from our office directly at:
**** Bank USA, National Association
Customer Relations ******
PO Box 3448
*********** 14240
Tel: ************ or ************
Fax: ************
***********************************Initial Complaint
Date:09/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Card provider failed to close account, then allowed charges to go through months later, and is now adding fees to the unauthorized charges.Business Response
Date: 09/07/2022
We have received your complaint in our office and assigned case #*******. If you have any questions, please contact *************************** at ************ or *********************************.
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