Complain about a product or service

HSBC Mortgage

Elsa of Pico Rivera, CA October 21, 2009

Back on April 7th 2009 i had been approved for a loan modification by HSBC, i was told to send in 1531.24 commencing with my April payment; so i did. I also sent the same amount for May & June 2009. Then around the end of May i started getting phones calls stating i was delinquent in my payments. I advised them that i was not, i had a loan mod; they said i did not. On May 26th i spoke to Mr. Terry J in the modification dept, only to find out that "yes, i had been approved for the loan modification but later declined by a second quaility control team.

Mr. J was able to finally get me approved for the loan modification, but by now the damage had been done to my credit. HSBC has been reporting me late for 5 consecutive months from April to now. The reason they gave me was that they have been taking 189.00 from each on of my payments and applying it to the previous month. I never got a letter stating i had been declined for the loan mod the first time around. I've was sending in my payments as i had been instructed, and have never been late on my mortgage since i've been with HSBC. This error was not of my doing, and HSBC should have never report DEROGATORY information on me. Now my credit is complety ruined, and i can't even apply for a refi, becuse of a mistake they made.

Maria of eaststroudsburg, PA August 18, 2009

This all started in febuary 09. I was not able to refinace my home because the house was apprasied for forthy thousand less then what I owe. I then ask werecan i find help hsbc said there is program that can help me that the president approved. I call loan mofication department and the send me a package for heartship .I send all the information to them in febuary and in march they said I was not approved because I was not late with my payments.

Then in april when the president approved for a diffrent mofication I submited my paper work again and was told that I was approved and as of june I will be paying 400.00 dollars less starting june 1/09 I will be reciveding a package were i have to sign and return with the agreatment for three month after the three months they will relook at my paper work to see how i am doing with the payment in case there may need to make changes.

every week i spoke to hsbc and they stated they send me out the form which never recivered on june 09 they said that l need to send a new package because they needed to send to an other department the same infrmation that they alright had but they would not be able to submit those papaer so again on june i fax then all the information they requested and mail it to them now they said you are approved and ones again i am waiting for these paper that i have not recived they claim that on september /09 my payment will be 400.00 dollars less but wait when i call them in the begin of august they stated i will recived the papaer to sign

now on august 12 /09 i did reciver a package but this is for me to prove again my hurtship when i call them today they stated thatthey are working with my package as of august 10/09 and i would have to pay the high mortage again because they will not be able to submit it for september payment. if there is any one out there that can help me with this problem please help me I have worked so hard to keep my home and i have no one left to borrow money from to make this payment.

dave of mcfarland, WI July 19, 2009

After repeatedly contacting them for over 4 months now and submitting my information by fax over 12 times I still have mixed answers for a loan modification extension after losing a job. Their customer service is a joke and after trying to refi last year and having HSBC threaten me with a 6% pre payment penalty on a 14.3% rate loan I was unable to leave them. Now our LTV has bottomed out HSBC doesn't over any refi options and barely working they continue to give us the run around. Loss of house that has never been paid late ever before! -- The good news is they will lose over 80% of the loan value if they call in the loan.

Liam of Warrenpoint , United Kingdom July 19, 2009

i applied for a mortgage with HSBC bank 2 months ago. when speaking to the sales agent, i explained that i lived in dubai which to them was not a problem. she said the system rejected me because i am not on the voting register, but as that was explained by me living in dubai, she was allowed to by pass this. She confirmed, sent me the forms to fill out and post off. My offer for the house was accepted pending funding confirmation. I spent alot of money getting the paperwork together, only to be phoned and told i never should have been allowed to apply as i had a poor credit rating. i explained that the bank new this before i applied, as i live oversees. they told me not their problem.

i then contacted equifax to get my credit report on ly to find i could not get it unless i used my mothers address, but to confirm this i would need to submit a bill with my name on it. i explained again, i live oversees. i was told equifax only deal with UK to which i responded well, i dont live in the UK but your happy to sell my information to others, listing me as a bad risk. to cut a long story short, i provide all details of my bank accounts, credit cards etc to which they have done nothing and i still rate as a bad risk, because i dont appear on the voting register, and they cant be bother to follow up on my banks and credit history.

i have never had a debt in my life and now these companys are free to sell my information listing me as a bad risk, because they cant be bothered to do their homework. If they are going to be allowed to provide credit information to lenders, at a price, they should be held liable for mis information. They do not list that i live oversees, they do not list credit cards i have in rep of ireland nor do they list bank accounts i have in northern ireland, all because the banks i use dont share that information with them.

German of Goshen, IN July 17, 2009

I have two mortgage, the small one is with HSBC, due this bad economic situation I couldn't make payments at that time and I was behind for several months, on July 9th I call to HSBC customer care phone number, exactly as appears on my bill, this lady Emily S answered, I explain her my situation and I wanted to start making payment trying to bring my account current in less time as possible, in my bill my payment due was for 1,436.72 but she said that was wrong my real due was for 2,236.72, I told her, we were looking different accounts because how that could be possible we are talking about 800.00 more why?, at that time she could give me an answer but she said you can make a payment to day and I can review your account later, I was agree because that was the reason of my call make payments and get some kind of agreement, she took my payment by phone, and she told me to call later to let me know about this difference I said ok..

Surprise..!!! for me when a few days later I receive a letter from this TATE & KIRLIN ASSOCIATES debt collection company, telling me the payment I made on July 9th will be process and remind me the date of my next payment, at that moment I said who the heck is that people, so I call again to HSBC costumer service to try to get an explanation,**MAKE ME MAD** 'cause until that moment I realize I never talk to any costumer service representative from HSBC, due the status of my account they transfer my call direct and without my knowledge to this Collection Layers office as you see this Emily S who answer my call and I spoke works there and never told me nothing about it, so all this time I tough I was talking with some HBSC agent.

After try and try and laying about the reason of my call finally I could speak with some one on HSBC as a soon a a got her on line I told her the real reason of my call... I had one modification loan, they told me that modification was cancel due I didn't make more payments, but again I never was inform about it, even my recently bill dated July 01, 2009 you can see the payment due for 1,436.72

Yvonne of Lewisburg, TN July 13, 2009

First of all, my loan with them is under my married name. I have gone back to my maiden name. I filed chapter 13 bankruptcy & was discharged December 2008. A letter dated June 8, 2009 & postmarked June 30, 2009 & July 1, 2009 arrived at my mailbox on July 6, 2009. It was stating that I owed a tax to the City for over 30. Well, I proceeded to call the toll-free no. on the letter; they were closed. I don't get off from work until 5 p.m. CST & mail comes in the afternoon. Anyway, the next day at work, I kept trying numerous times to talk to someone. So, on my lunchbreak, I went to the city & showed letter & asked about this tax owed. It was from 2003; I had filed in 2004. So, I don't know if the bankruptcy court should have paid or what. Anyway, no more charges had been added.

The city was perfectly fine with me paying my next payday of 7-17-09, but the lady said I should find out from HSBC what was meant by 30 days, from the date of letter, postmark, or went I got it in the mail. Well, late afternoon, I finally got thru to them & spoke to a human, even though I had left a no. for them to call me back. When asked for my loan no., the lady immediately gave me another no. to call; when I asked why, no explanation. So, I proceeded with this & finally spoke to another lady. I informed her what the city had told me, & she said she couldn't go by word of mouth, that the city would have to send them something by fax or mail stating they were willing to wait.

I informed the lady that I should be sent another letter since the postmark of the letter didn't come close to when they say it was written, since the no. on the letter didn't match the no. I was now talking on, since the hours to discuss acct. stated on the letter did not match the first no. called, & that I was having to go by her word of mouth. She said she discussed with supervisor & couldn't mail another correct letter. So, I decided to ask if the enclosed self-addressed envelope had correct address to mail proof of payment of taxes.

No, surprise to me, the Pasadena, CA address was incorrect, it should be mailed to an address in Fort Worth, TX. So, I informed her that I would be taking care of the matter on July 8 by borrowing money from a family member & would not be sending proof of tax payment since HSBC didn't know what the right & left hand were doing. Also, I told her it was because I didn't know where proof of payment was to be mailed to. When I called the no. on my monthly statement, I was given a 3rd address, so, I told them the same thing & told them their company could find out the best way they could if the taxes were paid. Three different states have been told to me, & my payment goes to a 4th state each month.

None of these people I spoke to stated they didn't know where all this information came from. I said someone should know since they mailed it to me. This is not the first time I have had difficulties with them. I also told them if I could get out from under HSBC & could get refinanced with another bank to take over my loan, I would. I told them if I didn't get this done, it wouldn't be for lack of trying. How do they stay in business?

Michael of New Hyde Park, NY July 3, 2009

HSBC is one of two secondary mortgages I have. Early last year, we were falling behind on payments due to having only a single income. I contacted my primary lender (PHH) and the two HELOCs (Ditech and HSBC). Both PHH and Ditech assisted with either a personal loan or remodification by the end of 2008. I have been attempting to get HSBC to modify the loan since July 2008. When I fist talked to them they said that they were not in the business of selling homes and that they would work with me. By this time I was about 3-4 months behind. In August, I received a statement with a new loan number, but the account was not made current or modified. I did not pay on this account for I could not have a loan past due 5 months (what was the point of the new loan if it was not started as current?).

By this time, we had started receiving a double income again and could pay a modified loan. I again started to be proactive and finally got someone to speak with me in October where I sent our packet of financial info again. I called multiple times from October through March where I was told that due to the large volume of cases, they would get to my case in a couple of months. Fine. However since March I decided not to be proactive and waited for them to contact me once they got to me. This week, HSBC filed for foreclosure here in NY. This without any warning or a response to my multiple packets of info I had sent them.

When contacting them, they were not sympathetic. They faxed me the form to fill out again. I have sent the info and documents requested. I will contact them daily until this is resolved. Why should I lose my home due to the fact that they do not have enough staff to handle modifications. Do I have any recourse?

Missy of Dahlonega, GA May 31, 2009

My mom and dad were making their payments. HSBC kept applying fees they they wouldn't explain to my dad. He told them he would not pay it but would pay his regular payment. The house was almost forclosed on because of these fees. My parents had to file bankruptcy to keep their house. After their chapter 13 was discharged in Feb. my dad passed away in March.

Now they are saying that there are fees at over 2000. that have to be paid. They have started adding more fees even though mom is making the payments and they refuse to explain the fees she has even sent in written authorization for them the speak with me to see if I could work it out and they refuse to speak with me saying that they never got the authorization and we faxed it to them. At first it was "Oh it will take a few days to get entered into the system." then it was "it will take at least 7 days to get in the system." then it was "Oh well customer service is way behind a lot of autherizations come in like that so it make take a few weeks." My mom is going to wind up loosing the house she has been in for 33 yrs because of this company.

Monique of Colton, CA April 21, 2009

Monique of Colton CA (04/21/09)
I received a letter from HSBC Mortgage indicating that I was in default and need to pay 2,913.26 in order to bring my loan current. Since my past due is only 1,200.00 I contacted the 800 number and was told that there is a additional 1800.00 in (corporate fees). The representative indicated I needed to come current with the past due before the corporate fees could be discussed. I do not see why I would have these fees since I just paid over 8,000.00 to come current on my past due loan. Not sure how to proceed?

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