JP in California said; “I had a Costco credit card from HSBC. We paid our balance in full every month. One month I recieved the statement with a late charge, finance charges, a returned check fee and the balance from the previous month still showing. I contacted HSBC to find out why they were showing all these fees and unpaid balance as I had no notice from my bank about a returned check and I had paid the balance on time and in full. They said my check had been returned. When I asked why, HSBC said they didn’t know.
I asked for a copy of the returned check and was informed that would take about 8 weeks, but I ordered it.
In the meantime I contacted my bank about the check and they told me the check had never been presented to them for payment. I had the funds in my account, in addition to overdraft protection, so there was no reason for my bank to return the check. When I finally received a copy of my returned check from HSBC it was so small that there was virtually no way to read the information on the check. I called HSBC and again asked for an explanation and they simply said it was returned and I owed the charges.
I mailed a written request for an explanation and proof that they had presented the check to my bank, along with a letter from my bank manager stating the check had never been presented for payment. HSBC sent a generic response letter about 8 weeks later, stating the had reviewed my complaint and I owed the fees. Again, no explanation, and the letter was signed by no one individual. If I had any further questions I was to call the number listed, which is simply the 800 number on the back of the credit card.
As banks don’t actually send paper checks, but submit information for payment electronically, my banker and I believe that HSBC keyed in the wrong account number from my check and the account could not be located, so they simply charged me for a returned item. I canceled my account. HSBC service company has no incentive to help solve these issues. They make a lot of money off their own errors and lack of customer service.”
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