My Account FAQs

Yes. HSBC’s online account servicing enables you to view and manage your account online. You can check your account status, make a payment, update personal information, order documents, etc.

Can I make payments online?

Yes. Web payments can be made online. Click here to log on to your account and click on Make a Payment.

What do I do if I can’t access the site?

Your first step would be to confirm you have the correct username and password. If you are certain of the correct username and password, call (800) 418-1888 for technical support contact information.

If I am in an accident, how do I report my claim?

Your online access allows you to notify us of a claim. Click here to notify us of a claim.

What documents are available online?

You can use our online access to order the following documents: Account Statements, Payoff Quotes, Transaction History, Account Current letter, Account Status letter, Paid in Full letter, and Contractual Liability.

Frequently Asked Questions regarding Statements:

Does my statement provide my entire payment history?

No. Statements only record transaction activity for the selected statement period.

How is interest applied to my account?

Depending on your contract, two methods are available:

Pre-calculated Loans – These loans have all interest pre-calculated into the principal balance. See your contract for more details.
Daily Simple Loans – Daily Simple Interest Loans calculate interest on a daily basis, based on the annual interest rate.

There are two dates shown for each transaction on my transaction history. Which is the date my payment was received on?

The transaction date is the date that your transaction was processed. The effective date is the date that your payment was actually received. All interest and charges are based on the effective date.

What does the Due Date column on the transaction history reflect?

This column indicates the next date that a payment will be due.

What does the "Other" column on my transaction history mean?

The Other column indicates funds that are applied towards additional charges on the account. This most commonly refers to additional fees, late fees, transaction fees, etc. that are assessed to the account.

There are only a few days left before my payment due date and I still have not received my statement. What should I do?

You can view your statement and make payments using your online access. Once you login, please verify we have your correct personal information on file. Click here for additional information regarding payment options.

Frequently Asked Questions regarding HSBC Auto Loans:

What types of auto insurance must I provide on my vehicle?

Your contract requires comprehensive and collision insurance. You are required to meet all state requirements for minimum insurance.

Who can I call to discuss my loan?

Click here to view contact information.

Is my interest rate fixed?

Yes. Your interest rate is set at the start of the loan and will not increase over the duration of the loan.

I purchased an extended warranty and GAP insurance at the dealership when I purchased my vehicle. Who can I talk to about those products?

This information should be listed in your contract. If you cannot locate your contract, please click here for HSBC contact information.

I expected that my first payment would be due 45 days from the date I signed the contract, but the first date appears to be 30 days from the contract date.

The date of your first payment is fixed based on the signed contract received by HSBC. The signed contract provided to you by the dealership will confirm the first payment due date.

Can I change my due date?

After your first payment has been made, you have the option of changing your due date. This date can be any date between the 1^st and 25^th of the month. Your due date can only be changed once during the life of your loan.

What is a Daily Simple Interest Loan?

A Daily Simple Interest Loan calculates interest on a daily basis, determined through the annual interest rate and the current principal balance of the loan. As your principal balance decreases, less interest will be taken from each payment.

Can I take my car overseas?

Yes, you can take your vehicle overseas provided an overseas release form has been processed and approved by HSBC. To allow sufficient time for processing, the form should be sent to our office at least 30 days prior to your departure date.

Frequently Asked Questions regarding Payment and Payoff Information:

How can I make my payment?

Payments can be made by any one of the following methods:

Web Payment. Click here to log on to your account. Click on Make a Payment.
Pay by Phone. Just call (800) 418-1888 and select the Make a Payment option
By mail. Click here to find an address to send payment to.
Wire Transfer. Click here for the MoneyGram location nearest you.

Do I have a grace period on my contract?

No. Your contract will stipulate when late fees are assessed.

Can I have my payments automatically deducted from my account?

Yes, you can have your payments automatically deducted from your checking or savings account using our online payment feature. Click here to log on to your account. Click on Make a Payment and select recurring payment option.

Where do I send my payoff check?

Click here for all payment addresses and other contact information.

Do you charge fees for paying off early?

No, there are no early payoff penalties.

I sent my payoff check by mail yesterday. My TurboPay is set to withdraw tomorrow. Will it still process?

Yes. TurboPay will withdraw on the processing date every month unless HSBC Auto Finance is notified in writing 30 days prior to the processing date. TurboPay will automatically cancel once the loan is closed, but if the TurboPay date occurs before the payoff check is processed, the funds will be withdrawn from your account.

How can I cancel TurboPay?

To cancel TurboPay, you must send a signed written request with your HSBC account # to HSBC, PO Box 17904, San Diego CA, 92177, or by fax at (866) 313-7349. Please insure that you give 30 days notice to insure processing time.

Will I be charged a late fee if I pay late?

Late fees are assessed on your loan as specified in your contract. Please see your contract for more details.

What is HSBC’s policy regarding post-dated checks?

Post dated checks are only allowed provided state laws permit these types of transactions. Click here for the post-dated check address. If these types of transactions are not allowed by your state, the check will be returned.

Where can I find my payoff amount?

You can login to your account to obtain payoff information. Simply enter your User ID and Password and click Request Payoff.

Frequently Asked Questions regarding Insurance Coverage:

How do I provide HSBC with current insurance coverage information?

Please contact our insurance tracking center, Balboa, at (866) 402-8074 or by fax at (866) 595-1376, to obtain instructions on how to provide updated insurance coverage information.

My billing statement reflects a charge for API or I have received a letter regarding API, what is this?

HSBC is unable to determine current insurance coverage. API, Asset Protection Insurance, is either in process or has been added to your loan. If you have current insurance coverage, please contact our insurance tracking center, Balboa, at (866) 402-8074 or by fax at (866) 595-1376. If you have questions regarding API, please call HSBC Customer Service at (800) 418-1888 for additional information.

Disability:

I was/am disabled. I purchased disability coverage when I financed my car. What do I do now?

Please call your disability provider and initiate a claim. Notify HSBC with the claim information either through our website (click here) or by fax at (214) 488-6405. It is your responsibility to file the claim and supply all required information. Claim proceeds will be applied to the loan account as payments. If the claim is delayed for any reason, it’s important that you contact HSBC right away to avoid adverse action.

Please note: HSBC does not have any control of the provider honoring a claim or amount issued.

I was/am disabled, but I did not purchase disability coverage, what do I do?

If you require assistance in making your scheduled payment, please contact HSBC at (800) 836-6469 to determine if any assistance is available.

Life Claims:

HSBC customer or co-buyer has passed away and life coverage was purchased when the car was financed. What do I do now? (This could be a spouse, dependent, executor of the estate, etc).

Please contact the life coverage provider and initiate a claim. Click here to notify HSBC of the claim information through our website or by fax at (214) 488-6405. Claim proceeds will be applied to your loan account as payments. Please forward a copy of the death certificate to HSBC, either by fax at (214) 488-6405 or mail to:

If the claim is delayed for any reason, it is important for you (spouse, dependent, executor of the estate, etc) to contact HSBC right away to discuss to avoid adverse action.

Please note: HSBC does not have any control on the provider honoring a claim or amount issued.

HSBC customer or co-buyer has passed away and life coverage was not purchased when the car was financed. What do I do now? (This could be a spouse, dependent, executor of the estate, etc).

If you require assistance, please contact HSBC at (800) 418-1888. You will be directed to the applicable department for handling.

Frequently Asked Questions regarding damaged vehicles:

Comprehensive/Collision

My vehicle was damaged. I have an insurance check that needs to be endorsed.

Click here to notify HSBC of the claim information through our website or by fax at (214) 488-5344.

For insurance claims of $1,500 (insurance check amount + deductible) and less, please do the following:

Provide a copy of the insurance estimate of damages and/or repairs with instructions for insurance proceeds to be applied to the principal balance or returned to you.
Mail this information and the endorsed insurance check to:

For insurance claims greater than $1,500 (insurance check amount + deductible):

Provide copy of the insurance estimate of damages and/or repairs, a copy of the completed work order and proof of the paid deductible.
Mail this information and the endorsed insurance check to:

Include pictures of repaired vehicle (if available).

It is recommended you send funds via overnight mail for prompt service and tracking capability.

For Direct Pay Insurance Claims: vehicle has been repaired and Insurance Company directly pays the repair shop.

Provide a copy of the insurance payment to repair shop, and a copy of the work order identifying repairs are complete.
Mail this information and your receipt for paid deductible to:

I sent HSBC all required documents and my insurance draft. How can I find out if the check has been released?

Please access HSBC Insurance and review the Comprehensive/Collision claim information. Look for the date check released field.

My vehicle was damaged and I do not have insurance. What do I do?

Click here to notify HSBC through our website or by fax at (214) 488-5344 with information related to the damages, including the location of the vehicle. If using the website, please enter all information regarding the damages. If you do not have insurance, please indicate ”No insurance coverage” in the Insurance Company Name section. If you have insurance, but the claim was denied, please provide all insurance information including information on the vehicle location for inspection purposes.

If necessary, HSBC will assess the damages to determine next steps.

Stolen or Total Loss Claims:

My car has been stolen or totaled and I have insurance coverage. What do I do now?

Click here to notify HSBC of the claim information through our website or by fax at (214) 488-6883. If necessary, HSBC will assist in facilitating the processing of your insurance claim to apply insurance proceeds to your loan account, to reduce your financial obligation to HSBC.

Please note: HSBC does not have any control on the provider honoring a claim or amount issued. Amount received will be applied to your loan. Any outstanding balance remaining is your responsibility, where allowed by state law.

My car has been stolen or totaled and I do not have insurance coverage. What do I do now?

Click here to notify HSBC of the information related to the damages through our website or by fax at (214) 488-6883 and include the location of the vehicle. If using the website, please complete all applicable fields regarding the damages. If you do not have insurance, please indicate ”No insurance coverage” in the Insurance Company Name section. If you have insurance, but the claim was denied, please provide all insurance information including information on the vehicle location for inspection purposes.

If necessary, HSBC will assess the damages to determine next steps.

Please note: Any outstanding remaining balance is your responsibility, where allowed by state law.

GAP Product:

I purchased a GAP product when I financed my loan with HSBC, what do I do now?

Please call your GAP provider and initiate a claim. Click here to notify HSBC of the claim information through our website or by fax at (214) 488-6405. It is the customer’s responsibility to file the claim and supply all required information. Upon receipt of funds, HSBC will apply insurance proceeds to the loan account.

Please note: HSBC does not have any control on the provider honoring a claim or amount issued. Any outstanding remaining balance is your responsibility, where allowed by state law.

I did not purchase a GAP product when I financed my loan with HSBC, what do I do now?

If your primary insurance proceeds received by HSBC did not satisfy your loan, your standard monthly payment may have been reduced. Please contact the Insurance Remaining Balance Unit at (888) 674-3265, extension 1818.

Please note: Any outstanding remaining balance is your responsibility, where allowed by state law.

Frequently Asked Questions Related to Titles:

I would like to payoff my account. How do I make sure that I get the title at a specific address?

When sending a payoff check, the paper title will be sent to the address on file. If you need your title to be sent to a different address, please include a payoff authorization letter indicating where to send the title. The payoff authorization letter is a notice of intent to payoff the loan and includes address to send the title, overage (if applicable) and updated contacted information.

I paid off my account. When will I receive my vehicle title?

Titles are typically received 10 days from the time your payoff is received.

I paid off my account more than 10 days ago, but have still not received my title. What should I do?

I paid off my account and I already hold the title. Can I sell my vehicle?

No. HSBC will need to send you a lien release. Since you already hold the title, HSBC will automatically send you a lien release when the auto loan is paid off. When you receive the lien release, you can take this document with your title to get a “free and clear” title at your DMV or MVA office.

I can not locate the title that was sent to me and I want to sell my car. What should I do?

You will need to fax a request to (858) 609-4861 Attn: Titles/Paid, referencing the account number, VIN, year, make, and model. A lien release will be sent to you via regular mail within 48-72 hours.

HSBC did not accept the loan application and our dealership placed HSBC as the lienholder. How can the dealership get a lien release?

You will need to fax a request to (858) 609-4861 Attn: Non-Funded Deals, and include the application number, VIN, year, make, and model. Please allow 72 hours to process your request.

I moved to another state and I need to register my vehicle in my new state of residency. What do I do?

Contact your state motor vehicle agency and apply for a state transfer of the title. Complete the DMV transfer forms and fax them to (916) 914-2473 or mail to:

I need to change my name on the title. What should I do?

The only circumstances HSBC may do a name change are due to the following events: marriage, divorce, and court order. You may submit a request in writing for the release of the original title, including a copy of the marriage certificate, divorce decree, or court order. You will be responsible for completing the title work at your local DMV or tag office and it may require fees. Please fax the request to (916) 914-2473 Attn: Name Change

There is more than one person listed on my title. I need to delete a person’s name from the title. What should I do?

Names may be added or deleted under the following circumstances: due to a suspension of driver’s license (one year period of suspension and one-time courtesy only) or in the event of a death of a person listed on the title. You must provide supporting documentation such as proof of driver's license suspension or death certificate or signed and notarized liability letter.

The title has incorrect information. How do I correct the title?

Please fax the correct information to (858) 609-4861 Attn: Title Corrections. Please be sure not to write on the original title as any alterations voids the title. Simply write a letter detailing the changes that needs to be made and include where HSBC should send the title.

My vehicle was repossessed, however, I reinstated my loan. The title is showing HSBC as the registered owner. How do I change the title back to my name?

You will need to contact the Repo Titles Unit at (800) 418-1888 ext. 5485 to provide the street address and telephone number of your local DMV office.

I refinanced my vehicle with HSBC and I have not received my title. Why?

You will only receive you title if you reside in the following states: KS, KY, MD, MI, MT, MN, NY, OK, MO, or WI. For all other states, HSBC will hold the title. If you have not received your title, you should contact your previous lien holder to verify if the previous title has been released to HSBC.

Contact your previous lienholder and verify that your title has been released to HSBC. If you receive this document from your previous lienholder, Please forward it to:

I received a request to complete a Power of Attorney. I already completed one when I signed my contract. Why am I required to do this again?

The Power of Attorney you completed when you signed your contract was probably filled out incorrectly or had missing information

I received a letter requesting an odometer statement, my driver’s license number, current insurance policy, or current registration? Why?

Either you did not provide this information when we financed your vehicle or there are additional requirements of your state motor vehicle agency to place HSBC as the lienholder and complete the title process.

Frequently Asked Questions regarding Short Payoff and Matured Loans:

I thought my loan was paid off. Why is there still a balance showing?

There can be a variety of reasons that the funds received were not enough to pay off the loan in full. Some, but not all of these, are:

The amount received was the principal balance of the loan, and did not include accrued interest, or any other accrued fees.

The principal balance is reported to the credit reporting agencies and is also on your monthly billing statement. A true payoff amount is not reported to credit reporting agencies, nor is a true payoff amount on your monthly billing statement.

The last payment received was returned after the payoff quote. Thus, the payoff quote included the last payment amount, making the funds received short by the returned payment.

For the majority of HSBC’s loans, interest accrues on a daily basis. If the payoff funds were received after the expiration of the payoff quote, then the accrued daily interest may cause the payoff funds to not fully pay off the loan.

I traded in my vehicle. The car dealership was supposed to payoff my loan. Why did I receive a letter saying I owe the balance when the dealership should owe the balance?

You are responsible for your loan until it is completely paid off. We recommend that you contact the dealership and inform them of the balance remaining so arrangements can be made to resolve the balance remaining and the release of the title.

I made the last payment on my loan according to my contract. Why do I still have a balance?

There can be a variety of reasons that you still have a balance on your loan after the maturity date (final payment due date) of your original contract. Some, but not all of these reasons, are:

You may have received extensions to past due payments during the lifetime of your loan. These extensions extend the final payment due date of your loan, which would not be reflected in the original contract that you signed.

You may have received a due date change on your loan, which moved the due date forward, but did not move the maturity date forward.

If you have a simple interest loan, and you did not make all of your payments on time, it may be possible that interest accrued over the life of the loan was not fully covered by the payments you made.

How do I resolve the balance remaining on my loan so I can receive the title to my vehicle?

What if I am unable to payoff the balance left right now?

If you are unable to payoff the full balance at once, please call (800) 418-1888 to make arrangements.

Please note that as long as you do not allow your loan to go past due, HSBC will accept regular monthly payments after your maturity date (final payment due date).

This means, if you have a balance after your contract expires, HSBC will not demand that you pay the full balance as long as you keep your account current by making your regular monthly payments.

Frequently Asked Questions Related to Bankruptcy

I just filed for bankruptcy. How does this affect my account and / or ability to keep my vehicle?

Your attorney will be the best source of information regarding you bankruptcy. You should contact your attorney right away to obtain more information.

I filed for bankruptcy and now I’m no longer receiving monthly statements. Why?

Attempts to collect a debt after a bankruptcy filing are not allowed. A statement could be considered an attempt to collect a debt. Therefore, upon notification of the bankruptcy filing, it is generally HSBC’s practice to discontinue sending monthly statements.

I filed for bankruptcy. How can I find out the status of my account?

You can call Customer Service at 1-800-418-1888 between the hours of 8 am and 4 pm Pacific Standard Time. Please have your social security number available when calling.

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