HSBC BANK - HSBC No Interest Rate Reduction Internet

On three different occasions, an employee with HSBC has negotiated a rate reduction on my line of credit; on all three occasions, the rate has never been reduced even though I have made my payment as requested.

After being late on my payment, I began getting calls from HSBC.  I explained that my husband's income had been reduced to almost nothing and it was all that I could do to keep the utilities on in our house and was trying to keep our house out of foreclosure.  The gentleman was very understanding and agreed to reduce the rate from 24%+ down to 6% IF I made a minimum payment of $300-$400.   I sent him copies of all of my financial that he requested and I made the required payment.  When my next statement came the rate had not been reduced.

I contacted them again and spoke with someone completely different.  I told her exactly what had transpired and she told me that I had sent the financial information to their mortgage department.  I explained that that was the fax number that I had been given and it was their error.  Nevertheless, I resent everything to her.  I never heard anything back

In April, I began receiving calls again because I did not want to pay the bill until my rate was reduced.  I spent, no kidding, hours and hours on hold and explaining over and over my situation to people.  I never ever made any progress.  Finally, I once again spoke to someone who seemed to grasp the situation.  This person agreed to reduce my interest rate to ZERO (0%) because our financial situation had gotten even worse.  He told me that he did not need additional information because they already had it.  Once again, I was told that for the rate reduction to become effective, I had to make a minimum payment.  I agreed to allow them to deduct it from my account as of May 6th.  They deducted it 5 days early overdrawing my account and costing me $128 in fees!  Once again, the rate was still not reduced and remains at 26%.

I have sent 4 letters and spoken with multiple customer service representatives and have not received any kind of response or acknowledgement of my previous conversations or inquiries. 

I am very frustrated.  I have saved the names of several of the people to whom I have spoken;  many of the conversations I did not document. You can bet that I am documenting everything now!  I continue to write and call...

Does anyone have any suggestions?