Help/FAQs
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 Account Information
Statement Centre
- Where can I view information that appears on my monthly statement?
Go to the Account Overview page and click on the Statements tab. Select the month for which you would like to see your monthly statement. You can view up to 12 months of statement history (from July 2007).
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- How do I download the information on my monthly statement?
View, print or save your complete statement in a Adobe Acrobat PDF format by visiting the Account Overview page, Statement tab and click on the "View/Download.pdf" link. Please note that the PDF formatted version is a representation of the monthly statements mailed to you.
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- How many months of account information can I view online?
You can view up to 12 months of statement history (from July 2007).
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- How can I get a copy of my paper statement?
View, print or save your complete statement in a PDF format by visiting the Account Overview page, statement tab and click on the "View/Download.pdf" link. Please note that the PDF formatted version is a representation of the monthly statements mailed to you.
You may also order paper copies of statements by calling the phone number that appears on your monthly account statement. A $5.00 fee will be assessed to your account for each paper copy of a previous billing statement mailed to you. This charge will be posted as a non-promotion item and therefore, a minimum payment will be required for the billing statement on which the charge appears.
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- How do I dispute a charge on my account?
You must contact us by writing to the inquiry address that appears on your monthly account statement.
In your letter, please provide the following information:
- Your name
- Your account number
- Dollar amount of the suspected error
- Date of billing
- Description of the error and explain, if you can, why you believe this is an error. If you need more information, describe the item you are unsure about.
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- What is an Electronic statement?
An Electronic statement is a PDF version of your current paper statement that can be viewed on the Online Customer Care website. When you sign-up for Electronic Statements, you will receive an email notification that your statement is ready to view which is sent to the email address that you have provided to us through Online Customer Care. You can also download and print your Electronic Statement through the Online Customer Care website.
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- How do I sign up for Electronic statements?
You can sign up for Electronic statements under your "Manage Profile" tab when you are logged into your Online Customer Care account, in the "Statement Delivery" options.
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- What are some possible reasons why I might not receive my email alert?
Whether you elect the paper or electronic format, no statement is produced if there has been no transaction activity on your Account.
We may not have your current email address. It may be that the address was submitted improperly or that your email address has changed. You can check your e-mail address and update it by logging into the Online Customer Care website and clicking the "Manage Profile" tab.
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- I am trying to sign up for Electronic Statements only, but I receive an error message saying that option is not available. What can cause this?
In order to sign up for Electronic Statements only, your Account must be in good standing. If you feel that you shoud be able to sign up and are still unable to do so, contact Customer Service at the phone number that appears on your monthly account statement
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Account Maintenance
- What aspects of my account can I manage online?
Online Customer Care conveniently offers free and secure online access to many important aspects of your account.
- Account Overview - View your current balance, available credit, credit limit, minimum payment, and payment due date. View, print or save your complete statement in a PDF format by visiting the Account Overview - Statement tab and click on the "View/Download.pdf" link. You can also download up to 12 months of account transactions.
- Payment Centre - Telephone and Internet banking are available at most Canadian financial institutions. Please contact your bank to be set up under HSBC Retail Services and provide them with your 16 digit account number; view the remittance addresses for payments.
- Manage Profile - update your security questions
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- How can I request a credit limit increase?
Request a credit limit increase by calling the phone number that appears on your monthly account statement.
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- How do I order an additional statement?
You can order additional statements by calling the phone number that appears on your monthly account statement. A $5.00 fee will be assessed to your account for each paper copy of a previous billing statement mailed to you. This charge will be posted as a non-promotion item and therefore, a minimum payment will be required for the billing statement on which the charge appears.
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- How do I dispute a charge on my account?
You must contact us by writing to the inquiry address that appears on your monthly account statement.
In your letter, please provide the following information:
- Your name
- Your account number
- Dollar amount of the suspected error
- Date of billing
- Description of the error and explain, if you can, why you believe this is an error. If you need more information, describe the item you are unsure about.
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- How do I order a replacement card?
Go to the Order a Replacement Card page.
NOTE: : If your card has been lost or stolen, do NOT order a replacement card. Please contact a Customer Service Representative immediately at the phone number that appears on your monthly account statement. For your protection, we will close your account and reissue a new account number and credit card to you.
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- What do I do if my card has been lost or stolen?
If your card has been lost or stolen, please contact a Customer Service Representative immediately at the phone number that appears on your monthly account statement. For your protection, we will close your account and reissue a new account number and credit card to you.
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Paying Your Bill
- What options do I have to pay my bill?
You can pay your bill via online banking, by mail, or by telephone banking and at any HSBC Finance Branch.
To find the address to send your payment, visit the Payment Centre page to view the mailing address.
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- Where do I send my payment?
To find the address to send your payment, visit the Payment Centre page to view the payment addresses. Be sure to include your account number on your cheque and mail 7 to 10 days prior to the payment due date.
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Online Customer Care Features
Web Site Security
- How do I know my account information is secure?
Your browser plays a central role in communicating with us and ensuring security. Our security system has the highest security standards and supports only those browsers that incorporate Secure Socket Layer (SSL) 3.0 or higher for data encryption. SSL is a software based security protocol that encodes data before it is transmitted over the Internet.
In addition, our site will close if there is no page activity for a period of 15 minutes or more. Further, your account information is stored behind a firewall and is in no way directly connected to the Internet.
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- What can I do to ensure the security of my account information?
- Never reveal your user name and password to anyone.
- Always sign off the web site before leaving your computer.
- Always sign off the web site before accessing other web sites.
- Always sign off the web browser.
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- How do I retrieve my Login ID and reset my password?
If you want to retrieve your Login ID and reset your password, go to the Forgot Login ID/Password link on the landing page. You will be required to submit your date of birth and your postal code to access your security question, selected during your enrollment. When you correctly answer your security question, you will be prompted to enter a new password and verify the new password. You will be asked to take note of the new password for future account access.
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- What happens if I forget to sign out?
For your security, our site will close and the Online Customer Care connection will shut down if there is no page activity for a period of 15 minutes or more. You must sign in to the site again in order to regain access to your account.
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- What is a cookie and why is it required to access my account?
A cookie is a small piece of information sent by a web server to your computer's web browser. We require cookies to maintain your account identity as you move from page to page within our secure site. The cookie is deactivated and deleted when you sign out or your secure session ends.
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- What is encryption and how is it used to protect my account?
Encryption is the transformation of data into an unreadable form, and decryption is the reversal of that process. Both encryption and decryption require the use of a special code, usually referred to as the key. The security level of the key is dependent upon the browser itself and whether or not the browser is using 40-bit or 128-bit encryption. The encryption data provides a strong degree of protection against tampering while data is moving through the Internet.
Many browsers today offer both 40-bit and 128-bit versions of SSL. The 128-bit encryption provides a much higher level of security, as it is more than 300 X 1024 more secure than 40-bit encryption. Major commercial browsers, including the 4.0 and higher version of Netscape™ Navigator, 4.0 and higher versions of Microsoft Internet Explorer™, and 4.0 and higher versions of AOL™, include this software encryption. We suggest that customers use a browser that supports 128-bit encryption when visiting this site.
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- How do I download a free browser that supports 128-bit encryption?
To upgrade your current browser in the United States or Canada, please access one of the following browsers:
Microsoft Internet Explorer: www.microsoft.com
Netscape Communication/Navigator: www.netscape.com
If you are an AOL user, you can use the keyword: 128 browser
If you require assistance with the download process, please contact your service provider.
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Contact Us
- Who should I contact if I have additional questions about my account?
Please contact a Customer Service Representative at the phone number that appears on your monthly account statement. Our representatives are available:
Monday through Friday from 8:00 a.m. to 8:00 p.m. ET
Customer Service is closed on statutory holidays.
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- Who should I contact if I need technical assistance?
Please contact technical support at the phone number that appears on your monthly account statement.
Monday through Friday from 8:00 a.m. to 8:00 p.m. ET
Technical Support is closed on statutory holidays.
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- How do I communicate any concerns or resolve any complaints I might have regarding HSBC Retail Services Limited?
As a member of the HSBC Group, our reputation is founded on adherence to HSBC's principles and values, which include providing our customers with outstanding customer service. To honour this commitment, we are providing you with the following information as part of our customer service promise.
How to voice your concerns:
We strive to resolve all complaints quickly and effectively. If you have had a negative experience we want to hear about it because it helps us to improve our service and procedures. You have the following options for resolving complaints with HSBC Retail Services Limited.
HSBC Retail Services Customer Service: If you have any concerns about your Card or Account, please contact Customer Service at: the phone number that appears on your monthly account statement.
Customer Response Team: If your concerns have not been satisfied by Customer Service, you may contact the HSBC Customer Response Team by telephone at: 1-866- 816-4488 or by e-mail to: contact.hsbc.financial@hsbc.ca.
Office of the President and Chief Executive Officer: You may also write to the Office of the President and Chief Executive Officer at: Office of the President and Chief Executive Officer, 3381 Steeles Ave. E, Suite 300, Toronto, Ontario M2H 3S7
HSBC Financial Ombudsman: If your concerns remain unresolved, you may contact the HSBC Financial Ombudsman as follows: Office of the Ombudsman, HSBC Financial, #300-3555 Gilmore Way, Burnaby, BC V5G 4S1, Toll free telephone: 1-800-343-1180, Fax: (604) 435-4139
Ombudsman for Banking Services and Investments (OBSI): If the HSBC Financial Ombudsman is unable to resolve your concerns, you can contact OBSI as follows: PO Box 896 STN Adelaide, Toronto, ON, M5C 2K3, Toll free telephone: 1-888-451-4519
The Financial Consumer Agency of Canada (FCAC): If, after contacting HSBC, you remain concerned about a possible breach of federal consumer protection laws, you can contact the FCAC as follows: 6th Floor, Enterprise Building, 427 Laurier Avenue West, Ottawa, ON, K1R 1B9, Toll free telephone: 1-866-461-FCAC (3222)
For more information on "Resolving Your Complaints" you can visit our website at http://www.hsbcfinance.ca/learn/aboutus to review our brochure.
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Coercive Selling
- What is "coercive tied selling"?
Section 459.1 of the Bank Act prohibits banks from practicing coercive tied selling. As a member of the HSBC Group in Canada, HSBC Financial Corporation Limited and its subsidiaries ("HSBC Financial") which includes HSBC Retail Services Limited, comply with these regulations.
More specifically, pursuant to such regulations it is against the law to impose undue pressure on, or coerce a person to obtain a product or service from a particular person as a condition for obtaining another product or service. You cannot be unduly pressured to buy a product or service that you don't want from HSBC Financial or one of our affiliates, in order for us to agree to provide a product or service to you.
The following example will help to explain coercive tied selling and what is prohibited.
You call HSBC Retail Services to request a credit limit increase. An HSBC Retail Services representative tells you that you qualify for a credit limit increase. However, you are also told that we will approve your increase only if you agree to purchase credit insurance offered by us. You want the credit limit increase, but you do not want the insurance.
The above practice is against the law. If you qualify for a product, our representatives are not allowed to excessively pressure you to buy another unwanted product or service as a condition of obtaining the product you want.
For more information on "coercive tied selling" you can visit our website at http://www.hsbcfinance.ca/learn/aboutus to review our brochure, or you may contact us at the phone number that appears on your monthly account statement.
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