HSBC Mortgage Corp. / Lost my $$ and no customer service

HSBC Mortgage Corp. / Lost my $$ and no customer service

August 15, 2005

Ten months ago, HSBC Mortgage corporation sold my mortgage to Countrywide. For some reason, they took $840 out of the principal before transferring the balance to Countrywide. They say that $840 went to Countrywide in advance of the balance, but Countrywide doesn't have a record of it. I have been working with Countrywide for 8 months now, to no avail. Even though this still may be the fault of Countrywide, I am most fed up with HSBC. I have made numerous calls to them to try to get some answers. After I sit on the phone trying to get a person, they have hung up on me TWICE. They keep telling me to send faxes to some office or another. And the faxes don't get answered. Also, I had to pay them $10 to get a copy of my own loan history. What a crock.

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I too am having difficulty. I used my online banking to send HSBC Mortgage my monthly payment. I check was cut by my bank. Recieved by HSBC and sent back to my bank which then took the money out of my account. HSBC said they never received the money. They asked me to get my bank on a conference call.This was done and my bank faxed the copy of the front and back of the check and snapshot of my account proving they had received the money. HSBC contends this is not good enough and continues to call me wanting payment. Further the only number HSBC will give me is customer service. No direct one person to help. The faxed information went to Florida but I call and get a representative in India or the phillipines. When I ask to get transferred to the Brandon Florida office I get hung up on. Eventually after a minimum of 30 minutes calling back and explaining things I will get to the Florida office. I am then told that customer service there has to talk to the "Cash office" but they will not allow me or my bank to talk to the "cash office" I can't believe this is happening and that HSBC can be so screwed up. They promise to fix the problem but can't seem to find where they put my money. In the mean time they continue to call me asking for the money I have already paid. There is nothing else I can do because I cannot find an office in Oregon. The closest office is in Seattle Washington a 4.5 hour drive from my house and I don't know that it would solve anything if I did go there. One of the HSBC representatives said to me " I am so sorry. This is going to be a nightmare" What kind of racket are they running that they cant track down a payment or at the least stop the harrassing calls and place the status on investigation until they find my money. My bank is trying to work with them but they are having no luck either. My next step is the BBB but all I can do is file a complaint with them.

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I also am having difficulty getting HSBC to return letters emails or answering telephones regarding an alteration to my loan agreement due to hardship. Makes me want to wtihhold payment . maybe that will get their attention. Customer