HSBC Watch News Release Forum Index
Forum Name: - HRS Account
Topic Title: After Identity theft, HSBC CSR treated me like criminal
Mon Aug 22, 2005 6:56 pm
In February of this year, I was a victim of identity theft and all the agencies with whom I had accounts were notified. I received a letter from the Fraud Department of HSBC Retail Services on April 22nd advising me that the matter was resolved in my favor and the account was closed and the valid balance was being transferred to the new account and I would be receiving new cards shortly.
I never received the new cards or any type of bill for the outstanding balance due (under $200.00) until August 16th when I received a letter from HSBC Retail Services indicating that my account was deliquent and to pay my balance immediately. This letter was followed, the next day with the first bill I received since the identity theft in February 2005, even though I repeatedly called and was told a bill was being sent. I am also being charged 3 months of late fees for a bill I never received.
I called HSBC and spoke to four very rude individuals who kept trying to get me to pay the balance due and were not listening to my issues. I asked repeatedly for the Fraud Unit and was told they do not work nights and no one knew the phone number. I also asked for the telephone number for the corporate office and was again told that no one was given the information. I found the number for the corporate office and am going to call during normal business hours in an attempt to speak with someone or at the very least write a letter explaining the situation.
This creditor's 4 representatives have made me feel more like the criminal than the victim. Any assistance you can provide would be greatly appreciated.
Mon Aug 22, 2005 7:03 pm
Because you have finally gotten a statement, there should be an address to customer service to report a billing error. Failure to receive a monthly statement IS a billing error. In your letter you need to dispute all late fees that were added while you were waiting for your new cards and statement. You also need to notify HSBC, that the new card WAS NOT received. Make sure that a new account number was assigned after the old cards were cancelled.
If your old account had a valid balance, that was transfered to the new account, you also need to make arrangements to pay the valid charges.
The billing error resolution, will only cover the late charges that were added while you were waiting for your statement.
While calling customer service and the corporate offices may make you feel better, telephone calls will not protect your rights as a consumer.
We monitor customer trends for possible violations of Regulation Z and other possible illegal actions.